MTN, Accenture and Genesys Join Forces
This initiative aims to redefine customer care for MTN’s subscribers by leveraging cloud-native solutions and advanced AI capabilities to drive customer-centric innovation.
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MTN, Africa’s telecommunications service provider, is elevating customer experience through a transformative partnership with global consulting firm Accenture and customer experience solutions provider Genesys.
MTN’s Group Chief Information Officer, Nikos Angelopoulos, said, “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.”
Cornelia van Heerden, Executive Customer Experience Operations for MTN South Africa, said, “We aim to go beyond resolving queries to becoming a trusted partner in our customers’ digital journeys, offering a seamless experience across multiple touchpoints.”
This initiative aims to redefine customer care for MTN’s subscribers by leveraging cloud-native solutions and advanced AI capabilities to drive customer-centric innovation and operational excellence.
