Intelligent CIO Africa Issue 65 | Page 15


MTN South Africa chooses iSON Xperiences to manage its 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 .
Pravin Kumar , Global CEO , iSON Xperiences

Global customer experience management firm iSON Xperiences has been appointed as the outsourced customer service

“ 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 . For instance , other service providers might boast about how they manage 97 % of their calls in 10 seconds . But if they do not help retain the customer , cross-sell , or increase average revenue per unit , then those claims have little value ,” Kumar said .

IBM launches two-year pro bono environmental programme for non-profits

IBM recently announced the launch of the IBM Sustainability Accelerator , a global pro bono social impact programme that applies IBM technologies , such as hybrid cloud and artificial intelligence , and an ecosystem of experts to enhance and scale non-profit and government organisation operations , focused on populations vulnerable to environmental threats including climate change , extreme weather , and pollution .

“ We believe that the power of science , technology and innovation can help tackle environmental issues while serving vulnerable communities exposed to environmental hazards ,” said Justina Nixon , Vice President , Corporate Social Responsibility and ESG , IBM . “ By pairing expertise and technology with the goal of improving the lives of populations most affected by environmental threats , we have the potential to make lasting , scalable impact .”
Last year , a pilot project with three inaugural participants of the IBM Sustainability Accelerator was conducted .
“ Through collaborations in Malawi and Honduras , Heifer International and IBM are supporting smallholder farmers to bridge the digital divide . We look forward to working with IBM through the
Sustainability Accelerator initiative , supporting smallholder farmers as they leverage digital tools to reach sustainable living income . Our work will increase productivity , market access and livelihoods for the farmers and rural communities who feed the world ,” said Elizabeth Magombo- Kabaghe , Innovations and New Initiatives Lead , Heifer Malawi . p
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