MTN, Africa’s prominent telecommunications service provider, is embarking on a transformative journey to elevate customer experience through a strategic partnership with global consulting firm Accenture and customer experience solutions provider Genesys.
This ambitious initiative aims to redefine customer care for MTN’s vast subscriber base by leveraging cutting-edge cloud-native solutions and advanced AI capabilities to drive customer-centric innovation and operational excellence.
At the heart of this transformative program lies the Genesys Cloud CX platform, meticulously engineered with state-of-the-art AI capabilities. The platform incorporates natural language processing and machine learning algorithms, enabling a deeper understanding of customer queries and adaptive improvements over time. These advanced technologies synergize to provide real-time insights and analytics, offering invaluable data for informed decision-making.
For MTN’s extensive network of agents, this translates to the ability to provide not only efficient but highly personalized service. The AI-driven analytics of the platform empower agents to comprehend customer behavior and preferences, tailoring interactions to individual needs. This heightened level of customization significantly boosts customer satisfaction and cultivates loyalty, setting a new industry standard for customer engagement within the telecommunications sector.
MTN’s Group Chief Information Officer, Nikos Angelopoulos, highlights the significance of this transition, stating, “As we navigate the complexities of a digital world, this transition to a leading-edge cloud-native Contact Centre as a Service (CCaaS) solution serves as a cornerstone for reimagining customer care.”
Angelopoulos emphasizes that this collaboration has produced a scalable and adaptable solution empowering their agents to serve customers better, positioning MTN for long-term growth and operational efficiency.
Cornelia van Heerden, Executive Customer Experience Operations for MTN South Africa, emphasizes their aim to go beyond resolving queries and become a trusted partner in their customers’ digital journeys, providing a seamless experience across multiple touchpoints.
In the past year, MTN Operating Companies in various countries, including South Africa, Nigeria, and Uganda, have successfully transitioned to the Genesys Cloud CX platform. Enzo Scarcella, MTN’s Group Chief Consumer Officer, underlines the proactive approach to meet customers’ evolving needs, emphasizing the immediate operational impact with a notable 40 percent year-on-year reduction in call volume in South Africa.
Nitesh Singh, Accenture Africa’s CMT Lead, emphasizes the value brought through this partnership, aligning with MTN’s commitment to delivering world-class service and operational results.
Luisa Coetzee, Genesys Account Director (Africa), concludes by highlighting the collaborative effort to orchestrate personalized and empathetic experiences, delivering value for both employees (EX) and customers (CX) through the Genesys Cloud platform.
