MTN transformed its service with the Genesys Cloud™ platform, moving from siloed, reactive support to an AI-powered, customer-first model across channels. The results include faster resolution with predictive routing, a 15% drop in repeat calls, reduced churn and Net Promoter Score leadership in 11 countries.
15% decrease
in repeat calls
Net Promoter Score leadership
expanded to 11 countries
10x growth
in messaging volume
MTN, one of Africa’s largest telecom operators, partnered with Genesys to transform how it serves over 300 million consumers and 100,000 enterprises across 15 markets. With Genesys Cloud™, MTN shifted from siloed, reactive service to a predictive, AI-powered model centered on the customer. Omnichannel journeys across chatbots, email, social, voice and WhatsApp, now deliver seamless, proactive support, while predictive routing and AI insights help resolve issues faster and anticipate customer needs.
The impact for MTN has been significant: repeat calls dropped 15%, churn decreased and its Net Promoter Score leadership expanded to 11 countries. By combining Genesys innovation with MTN local expertise, the partnership is setting a new standard for customer experience across Africa.
