MTN Nigeria

MTN Nigeria is the biggest telecoms company in Nigeria supporting over 58 million subscribers. Consequently the eGain multichannel project is the biggest Avante has undertaken providing end to end customer interaction capabilities covering all touch points and spanning 2 departments.

This Knowledge Management and omni-channel project was the first of its kind at MTN. Joining up separate channels like social & email then launching mobile and web chat for the first time in the MTN environment. Another first was a fully functional Knowledge base with federated search and diagnostics to support both agents internally and web self-service for customer.

The customer satisfaction stats from post chat surveys carried out have been very high. There has also been a natural adoption of channels by chat by customers. This shows that customers want to interact with customers in multiple ways with the lowest effort possible.