MTN Cuts Its Contact Volumes by 40 Percent After Deploying the Genesys Cloud CX Platform

MTN has adopted cloud solutions and advanced AI from Genesys to enhance customer care

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Published: October 2, 2023

James Stephen

MTN has partnered with Genesys and Accenture to migrate its contact center operations to the cloud.

The African telecoms giant has operations across the continent and is beginning to deploy the Genesys Cloud CX Platform across each.

After doing so in South Africa, it has already recorded a 40 percent year-on-year reduction in call volumes across the country.

MTN has utilized the vendor’s AI and automation capabilities to achieve these results.

For instance, it now leverages natural language processing (NLP) to better understand its demand drivers and customer preferences.

Combining this with machine learning, the vendor also unlocks real-time insights and analytics to assist in decision-making.

MTN’s Group Chief Information Officer, Nikos Angelopoulos, spoke about the anticipated benefits of the solution:

“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 better serve customers and positions us for long-term growth and operational efficiency.

MTN Group offers voice, data, fintech, digital, enterprise, wholesale, and API services to over 292 million customers across 19 markets in Africa and Asia.

The telco juggernaut also has a network of thousands of agents, allowing it to provide a service that is both efficient and personalized.

With the Genesys Cloud CX Platform’s AI analytics, these agents gain insights into customer behavior that help them tailor interactions to suit each customer.

Currently, MTN Operating Companies have successfully integrated the Genesys Cloud CX platform, including South Africa, Nigeria, and Uganda. Yet, the business aims to expand the relationship further.

Nitesh Singh, Accenture Africa’s CMT Lead, commented on the new partnership:

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 to create value through intelligent decision-making in a competitive business environment by optimizing costs and building resilient, elastic cloud technology.”

In August, the Genesys Cloud CX platform surpassed one million users, as it ended its Q2 with nearly $1.2 billion in annual recurring revenue (ARR).

Meanwhile, earlier this month, Genesys and Salesforce released a joint CCaaS and CRM platform to offer businesses a new way of integrating the two cornerstone CX technologies.




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