Customer Management

Malaysian telco U Mobile said on Monday it will deploy contact centre solutions from Amazon Web Services (AWS) based on generative AI in its contact centre after running a successful proof-of-concept (PoC) for the past six months.

China Mobile Pakistan (CMPak), which operates under the brand Zong 4G, says it has developed its own in-house large language model (LLM) designed specifically for customer service support for its telecoms services.

A flurry of deals and agreements underlines the continuing competition for a piece of the still-growing digital payment market in Africa. Some of the big names in the frame in two of the most recent announcements are Standard Bank, Volante Technologies, Orange Middle East and Africa (OMEA) and Mastercard.

Data-driven strategies for customer growth and retention are in the news again – this time thanks to a division of Zain Group, a technology and digital communications provider operating in eight markets across the Middle East and Africa.

A contactless boarding pass system is set to reduce waiting times and create a better travel experience for passengers at India’s airports, according to air transport technology giant SITA.

Indonesian telco Telkomsel says that it has signed a MoU with Tencent Cloud and local digital infrastructure company M Cash Integrasi to explore the adoption of palm scanning technology as a biometric tool to improve customer service.

An AI-focused partnership between satellite operator Nigerian Communications Satellite Limited (NIGCOMSAT) and technology company Vault Hill described as ‘ground-breaking’ may, for once, justify the term.

Google recently published a blog about its sixth annual Google for Brazil event, where it shared news of investments and innovations in the country. Not surprisingly, the innovation that seems to have attracted the strongest press attention has been an anti-theft artificial intelligence (AI) feature for phones.

Cairo-based AI developer WideBot announced on Tuesday that state-owned Libyan telco Almadar Aljadid will adopt its Arabic conversational AI chatbot platform to improve customer service.

Last year, Nokia released its Corteca software suite, with the promise of delivering smart broadband for a better experience.

Alfanet, a prominent internet service provider (ISP) in Ecuador that serves residential and commercial customers across the country, has chosen AXESS 5 ACS (Auto Configuration Server) software from device management solutions company Axiros.

Thai operator AIS is in the news again today, this time through the announcement that it is joining forces with IPification to deliver next-generation phone number verification solutions to Thailand.

Jordan-based operator Umniah has awarded business support systems company Tecnotree a new multimillion-dollar deal.

As smartphone adoption has expanded globally, so too has the amount of data generated by a single user.

Two stories from two different continents have, coincidentally, highlighted the issue of making emergency calling easier, albeit in two very distinct ways.

China Unicom faced huge challenges in operating a centralised customer contact centre serving users in 31 provinces across China. The centre handles the largest number of users (420 million) and the highest traffic volume (100 million calls/month) in China.

MTN has partnered with global consulting firm Accenture and customer experience solutions provider Genesys on an intiative that aims to boost customer care for MTN’s subscriber via cloud-native solutions and advanced AI capabilities.

Digital transformation has been very much a theme of recent financial technology news from Angola, in the shape of initiatives from payment giant Mastercard and the US government, supported by the Angolan government and local businesses.

Given the strength of both streaming services and mobile device usage in the region, it may come as little surprise that a deal in MENA has been announced that means customers will be able to make their payments to one of the region's top three subscription video-on-demand (SVOD) services using their mobile phone numbers.

Amdocs, a provider of software and services to communications and media companies, has been busy lately, with announcements in the past few days of major deals in South Africa, Indonesia and the Philippines.

Mongolian service provider Mobicom Corporation has started using NEON-dX, the full stack customer value management (CVM) software as a service (SaaS) from Flytxt, a provider of AI-powered customer lifetime value (CLTV) maximisation solutions.

Operator Ooredoo Qatar and Reailize, a company that says it injects automation intelligence into every aspect of telco operations, have announced that Ooredoo Qatar has implemented Reailize's Continuous Assurance (CA) solution to digitize its network operations centre (NOC) and provide what is described as a single pane of glass into the health of its network, service and customer experience.

In recent years, technological advancements have completely overhauled our expectations around how we use communications services.

Mauritius Telecom, the largest ISP in Mauritius, has announced plans to use artificial intelligence-based technology to enhance visibility and optimize its residential Wi-Fi connections through a partnership with Aprecomm, a company that offers cloud-based automated solutions to enhance wired and Wi-Fi network performance.

Melon Digital, a new digitally led mobile virtual network enabler (MVNE) based in South Africa, has selected the Digital Brands Suite as a Service from software and services provider Amdocs to provide customer care and monetization capabilities in a SaaS-based solution powered by Amazon Web Services (AWS).

Customer experience and data monetization solutions company Comviva has announced at MWC 2023 a partnership with Tunisia's leading mobile communication services provider Ooredoo to strengthen customers’ loyalty and engagement.

International insurtech bolttech and Thailand’s leading mobile network operator AIS have partnered to deliver embedded protection services, including mobile device switch and replacement services, to AIS customers for the recently launched AIS Care+ programme.

Canadian company Iristel, a global telecommunications service provider, has announced its expansion into Kenya, its first African market.

Vodafone Oman has added analytics, DevOps processes and an integration layer to its ongoing engagement with Netcracker. This latest expansion to the partnership will, says Netcracker, further add to the operator’s data-driven capabilities, allowing it to grow and enhance its business and deliver an improved experience for customers.

Digital business support systems (BSS) specialist Tecnotree is in the news again, this time after it announced a partnership with operator MTN Nigeria on a new initiative called Metamorphose.

MTN Nigeria has signed a multi-million-dollar deal with Tecnotree, a major player in the business support system (BSS) space, for the deployment of 5G-ready digital BSS solutions.