NEWS
MTN South Africa chooses iSON Xperiences to manage its customer service
Global customer experience management firm iSON Xperiences has been appointed as the outsourced customer service provider for MTN South Africa . Combined with the Vodacom business attained through its recent acquisition of Altron People 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 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 ,” said Pravin Kumar , Global CEO , 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 .
Pravin Kumar , Global CEO , iSON Xperiences
“ 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 ,” Kumar says .
SAP names Emmanuel Raptopoulos as regional president of EMEA South
SAP has appointed Emmanuel Raptopoulos as the new president for SAP ’ s EMEA South region , which comprises Southern Europe , Middle East and Africa .
Emmanuel Raptopoulos , Regional President , EMEA South , SAP
In this capacity , Raptopoulos will report to Scott Russell , SAP Executive Board member , Customer Success . With presence in 75 countries , 24 offices and 5,000 employees across the region , EMEA South is at the forefront of SAP ’ s transformation to the cloud .
Raptopoulos , who is based in Milan , succeeds Claudio Muruzabal , who has been promoted to president of SAP ’ s global Cloud Success Services organisation . This newly established organisation unites an impressive driving force of over 20,000 of the entire company ’ s talented and experienced workforce to bring new services offerings to market that help customers derive even greater value from SAP ’ s cloud solutions .
“ The voice of our customers is loud and clear . They want to transition to and transform in the cloud for rapid innovation , exceptional experiences , and nextlevel business outcomes . With Claudio Muruzabal as president of our global Cloud
Success Services organisation , we are centering and optimising our talent around helping our customers maximise value in the cloud with SAP – at every single touchpoint in their lasting relationship with us ,” said Russell . p
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