In a transformative move aimed at elevating customer experience, MTN, Africa’s leading telecommunications service provider, has joined forces with global consulting firm Accenture and customer experience solutions provider Genesys. This strategic partnership seeks to redefine customer care for MTN’s vast subscriber base by harnessing cutting-edge AI capabilities and cloud-native solutions to drive innovation and operational excellence.
MTN’s commitment to delivering unparalleled customer experiences has led to a groundbreaking partnership with Accenture and Genesys. Leveraging the power of advanced AI and cloud-native solutions, this initiative is set to reshape customer care in the telecommunications industry.
Genesys Cloud CX platform
The Genesys Cloud CX platform is at the heart of this transformative program, an innovative solution engineered with state-of-the-art AI capabilities. This platform employs natural language processing to intuitively understand customer queries and employs machine learning algorithms that adapt and improve over time. These advanced technologies work seamlessly together to provide real-time insights and analytics, empowering MTN’s agents to offer efficient and highly personalized services.
For MTN, this partnership signifies more than just operational efficiency. The Genesys platform’s AI-driven analytics provide agents with a deep understanding of customer behavior and preferences. This knowledge enables them to tailor interactions to individual needs, setting a new standard for customer engagement in the telecommunications industry. The focus is creating a seamless, trust-based partnership in customers’ digital journeys across various touchpoints.
Standardizing excellence across borders
Over the past year, MTN Operating Companies across multiple countries, including South Africa, Nigeria, and Uganda, have successfully transitioned to the Genesys Cloud CX platform. This transition has yielded impressive results, with South Africa alone experiencing a remarkable 40% year-on-year reduction in call volume. This tangible impact on operational excellence underscores the significance of this partnership.
MTN’s Group Chief Information Officer, Nikos Angelopoulos, emphasizes the importance 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. Our collaboration with Accenture and Genesys produced a scalable and adaptable solution that empowers our agents to serve customers better and positions us for long-term growth and operational efficiency.”
Enzo Scarcella, MTN’s Group Chief Consumer Officer, reinforces the forward-looking nature of this initiative, stating, “This initiative is a testament to our resolve to adapt and grow with our customers, proactively meeting their ever-changing needs. We aim to go beyond resolving queries to becoming a trusted partner in our customers’ digital journeys, offering a seamless experience across multiple touchpoints.”
Accenture’s technological contribution
Accenture Africa’s CMT Lead, Nitesh Singh, highlights the partnership’s significance: “We are proud to partner with MTN and bring our breadth of technological and business capabilities through the Genesys platform to reimagine the customer service offering. We have assisted MTN Group in creating value through intelligent decision-making in a competitive business environment by optimizing costs and building resilient, elastic cloud technology.”
MTN’s strategic partnership with Accenture and Genesys is poised to reshape customer care in the telecommunications industry. By harnessing advanced AI capabilities and cloud-native solutions, MTN aims to offer its customers highly personalized and efficient services while driving operational excellence. The successful transition to the Genesys Cloud CX platform in multiple countries underscores the immediate impact of this initiative. With a vision for the future beyond resolving queries, MTN is committed to becoming a trusted partner in its customers’ digital journeys, providing a seamless experience across various touchpoints.
As MTN continues to adapt and grow in the dynamic digital landscape, this partnership signifies a strong commitment to delivering exceptional customer experiences and setting new industry standards for customer engagement and care.
