MTN has partnered with global consulting firm Accenture and customer experience solutions provider Genesys on an intiative that aims to boost customer care for MTN’s subscriber via cloud-native solutions and advanced AI capabilities.
The programme hinges on transitioning to the Genesys Cloud CX platform, which uses AI to incorporate natural language processing to understand customer queries more intuitively, as well as machine learning algorithms to adapt and improve over time. These advanced technologies work in tandem to provide real-time insights and analytics that are invaluable for decision-making.
For MTN's expansive network of thousands of agents, this means the ability to offer a service that is both efficient and highly personalized. The platform's AI-driven analytics allow agents to understand customer behaviour and preferences, then tailor interactions to individual needs. This level of customisation significantly enhances satisfaction and fosters loyalty.
"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," said MTN's Group Chief Information Officer, Nikos Angelopoulos. "Our collaboration with Accenture and Genesys produced a scalable and adaptable solution that empowers our agents to better serve customers and positions us for long-term growth and operational efficiency."
Cornelia van Heerden, Executive Customer Experience Operations for MTN South Africa, added: "We aim to go beyond resolving queries to becoming a trusted partner in our customers' digital journeys, offering a seamless experience across multiple touchpoints."
Over the past year, MTN Operating Companies in several countries, including South Africa, Nigeria, and Uganda, have successfully transitioned to the Genesys Cloud CX platform. "This initiative is a testament to our resolve to adapt and grow with our customers, proactively meeting their ever-changing needs," said Enzo Scarcella, MTN's Group Chief Consumer Officer.
In South Africa alone, the transformation has yielded a 40% year-on-year reduction in call volume, demonstrating the initiative's immediate impact on operational excellence. "Digital transformation is not just about adopting new technology; it's about unlocking new ways to add value to our customers and our business," concluded Angelopoulos.