Page 36 - EngineerIT February 2022 UPDATED

INDUSTRY, TECHNOLOGY, PRODUCTS AND INNOVATION

iSON Xperiences to manage MTN INTRODUCING OUR

customer service
INNOVATIVE

lobal customer experience management firm iSON Xperiences has been appointed
as the outsourced customer service provider for MTN South Africa. Combined with
Gthe Vodacom business attained through its recent acquisition of Altron People ETHERLINE ®
Solutions, this five-year deal sees iSON Xperiences now covering more than 50% of the
market share in the telecom segment in the country.
“The project sees iSON Xperiences managing half of the outsourced customer service GUARD
business of MTN South Africa. We feel we can add considerable value to the organisation,
given our extensive experience in the telecom sector in Africa and the rest of the world,”
says Pravin Kumar, global CEO of iSON Xperiences.
The South African project reflects the exceptional work iSON Xperiences has done for
the MTN Group across the continent, in a similar call-centre outsourcing agreement put in
place in mid-2015. As part of that deal, iSON Xperiences has been responsible for managing
100% of the call centre operations of MTN in six countries, South Africa being the seventh.
“iSON Xperiences has key expertise in lifecycle management contracts that are focused
on growing the business of our customers. This reflects our strategic focus on long-term
deals. For instance, other service providers might boast about how they manage 97% of
their calls in 10 seconds. But if they do not help retain the customer, cross-sell, or increase
average revenue per unit, then those claims have little value,” Kumar says.
As is evidence of this, Kumar cites how iSON Xperiences has enabled the MTN Group
to substantially increase customer experience with much reduced cost and has helped
the company to increase its subscriber base significantly over the past five years after the
outsourcing of the call centres.
“We have a proven track record of retaining our clients for many years, because of KEY BENEFITS
this unrelenting commitment to helping them meet their objectives in retaining and
growing their customer base. For iSON Xperiences, these projects are as much about the 1 Increase availability due to
relationships with our customers as they are about creating local jobs. This has always plannable downtimes.Thus,
been one of our core objectives when moving into Africa – to provide local people with the reduced maintenance
intellectual property and technology to join the job market. Fundamentally, we believe that costs.
local people must work in the customer service industry that serves that country,” he says.
It is this passion and willingness to work closely with local partners in creating jobs that Simple set-up with
have contributed to iSON Xperiences now owning 75% of the customer service market 2 automated
share in the telecoms industry in Africa. This includes managing 120 million customers for parameterization
MTN Group, 80 million for Airtel, more than 40 million for Vodafone in Egypt, 12 million
for Vodafone in Tanzania, and a combined total of more than 10 million customers for
AirtelTigo in Rwanda and Ghana. 3 Integration into the existing
network structure

4 Reliable communication
with MQTT protocol

011 201 3200
info.za.lza@lapp.com

EngineerIT | February 2022 | 34 www.lappgroup.co.za