In a groundbreaking move aimed at enhancing customer experience, MTN, Africa’s premier telecommunications service provider, has forged a strategic alliance with global consultancy giant Accenture and customer experience solutions leader Genesys. This transformative partnership seeks to redefine customer care for MTN’s vast subscriber base by harnessing state-of-the-art AI capabilities and cloud-native solutions to drive innovation and operational brilliance.
MTN’s unwavering commitment to delivering an unparalleled customer experience has led to pioneering collaborations with Accenture and Genesys. By tapping into the potential of advanced artificial intelligence and cloud-native solutions, this initiative is poised to reshape customer care in the telecommunications industry.
The Heart of Innovation: Genesys Cloud CX Platform
At the core of this revolutionary program lies the Genesys Cloud CX platform, an innovative solution endowed with cutting-edge AI capabilities. This platform employs natural language processing to intuitively comprehend user queries and leverages machine learning algorithms that continually adapt and improve. These advanced technologies synergize seamlessly to provide real-time insights and analytics, empowering MTN’s agents to deliver efficient and highly personalized services.
For MTN, this partnership signifies more than just operational efficiency. The analytics derived from the Genesys AI platform furnish agents with an in-depth understanding of customer behavior and preferences. This knowledge equips them to tailor interactions to individual needs, setting a new benchmark for user engagement in the telecommunications sector. The focus is on forging a seamless partnership rooted in trust within customers’ digital journeys across diverse touchpoints.
Standardizing Excellence Across Borders
Over the past year, MTN operating entities in several countries, including South Africa, Nigeria, and Uganda, have successfully transitioned to the Genesys Cloud CX platform. This transition has yielded remarkable results, with South Africa alone witnessing a substantial 40% year-on-year reduction in calls. This tangible impact on operational excellence underscores the significance of this partnership.
MTN Group’s Chief Information Officer, Nikos Angelopoulos, emphasizes the pivotal role of this transition, stating: “As we navigate the complexities of the digital world, this transition to a leading cloud-based Contact Center as a Service (CCaaS) solution serves as a cornerstone for reimagining customer care. Our collaboration with Accenture and Genesys has yielded a scalable solution that empowers our agents to better serve clients and positions us for long-term growth and operational efficiency.”
Enzo Scarcella, MTN Group Chief Consumer Officer, underscores the forward-looking nature of this initiative, saying: “This initiative is a testament to our determination to adapt and grow with our customers, proactively meeting their ever-changing needs. We aim to go beyond query resolution and become a trusted partner in our customers’ digital journeys, offering a seamless experience across multiple touchpoints.”
Accenture’s Technological Contribution
Nitesh Singh, Accenture Africa Head of CMT, highlights the significance of the partnership: “We are proud to partner with MTN and bring our breadth of technology and business capabilities through the Genesys platform to reinvent the customer service offering. We have helped MTN Group create value through intelligent decision-making in a competitive business environment by optimizing costs and building resilient cloud technology.”
MTN’s strategic partnership with Accenture and Genesys is poised to redefine 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 extending beyond query resolution, MTN is committed to becoming a trusted partner in its customers’ digital journeys, delivering a seamless experience across multiple touchpoints.
As MTN continues to adapt and thrive in a dynamic digital landscape, this partnership signifies a resolute commitment to delivering exceptional customer experiences and establishing new industry standards for customer engagement and care.
