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News : MTN Chat Launches

#contactcenterworld, @MTNGroup

Johannesburg, South Africa, March 26, 2019 -- Mobile operator MTN has announced a new service, MTN Chat, which will allow customers to recharge their airtime and data through WhatsApp.

Mapula Bodibe, MTN SA executive for consumer business unit, announced the new service at a press event in Johannesburg today, calling it "a world first".

"MTN SA is the first operator globally to launch this type of service, and it's just one of many innovations we plan to launch".

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MTN Chat will let you receive notifications, check your balance and buy airtime and data on WhatsApp, rather than visiting a Web site or dialling a call centre. Later on MTN plans to add the ability to top-up voice as well as other options.

"Customer-centricity is the driving force behind MTN Chat because we are taking a solution for an often-required service, to a platform we know our customers are already using, in the form of WhatsApp. MTN Chat is helping customers simply and seamlessly manage their accounts off a secure and convenient platform they already know and love," adds Bodibe.

"This is a much easier stepping stone to move users from recharging on USSD to a service like this where we can give customers a much better user experience," says Gareth Murphy, MTN SA GM for online channels.

"Our customers should be able to interact with us whenever and however they choose and working with the Clickatell team that has much experience in this space, allowed us easily integrate MTN Chat with our existing offering. This is an exciting development for our customers and we look forward to exploring new possibilities with Clickatell in future," Bodibe adds.

"It's imperative that companies focus on improving self-service experiences to retain and grow customers and this is an important step for MTN, in addition to what we are doing to upgrade our overall customer journey," says Bodibe.

MTN also plans further expansions of the MTN Chat channel like the inclusion of services such as customer support, the management of upgrades and customer accounts, receiving balance notifications and the offering of customised deals.

#contactcenterworld, @MTNGroup.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.itwebafrica.com


About MTN Group:
Company LogoMTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
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Published: Wednesday, March 27, 2019

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 
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