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MTN secures deal AI-driven customer engagement


MTN has announced an agreement with customer engagement technology company Flytxt for automation of inbound and outbound marketing across its entire network of more than 217 million subscribers.

Dr. Vinod Vasudevan, CEO of Flytxt, said the three-year licensing deal means all MTN's operations across Africa and the Middle East will be using Flytxt's NEON-dX product to provide personalised service for subscribers.

"NEON-dX will provide MTN Group with a unique competitive edge across its markets by allowing the firm to personalise engagement for each of their customers, resulting in an uplift in net revenue. MTN is a hugely respected global player, operating in one of the world's fastest growing regions for mobile telecommunications, so we are delighted that they will be using NEON-dX across its footprint.

Vasudevan says Flytxtx's relationship with the MTN Group goes back to 2014 and the new agreement illustrates the potential to boost revenue and cut churn even further.

The use of NEON-dX will be for inbound and outbound marketing across traditional and digital touchpoints according to the company, which added that the software will enable MTN to better understand its customers by learning their behavior and predicting what they want in realtime "to create deeper and longer relationships."

NEON-dX is understood to be replacing MTN's existing system.

Albert Fernandez, the Head of Group Consumer at MTN said, "Our strategy includes providing the best customer experience and harnessing the potential of the market-leading technology. In NEON-dX, we believe we have chosen a product that meets both of those objectives."

The agreement follows similar agreements by Flytxt with Viettel Telecom in Vietnam and with operators in the Arabian Gulf


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