Case Study: MTN achieves faster, AI-powered customer experience across Africa with Genesys Cloud

MTN and Genesys partner to redefine customer experience across Africa

MTN, one of Africa’s largest telecom operators, needed to improve customer service across 15 markets while handling complex networks, high call volumes, fragmented experiences and limited AI insight. In partnership with Genesys, MTN used the Genesys Cloud CX® platform to move from siloed, reactive support to a more predictive, customer-first model.

Genesys implemented omnichannel support, AI and automation, predictive routing, virtual agents and workforce engagement tools to deliver seamless service across chat, email, social, voice and WhatsApp. As a result, MTN saw a 15% drop in repeat calls, lower churn and Net Promoter Score leadership expand to 11 countries, helping it resolve issues faster and anticipate customer needs.

MTN