MTN Nigeria is poised to launch a Communication Platform as a Service (CPaaS) solution for business owners to enhance operations through customer engagements. This will streamline workflows for these businesses.
“The CPaaS is a one-stop shop that contains all communication needs for businesses with customers. It will help them integrate all processes into one, and will be launched in the third quarter of 2025,” the telecommunication firm said during a showcase held in Lagos on Tuesday.
According to MTN, its CPaaS aims to provide messaging opportunities for businesses to engage directly with customers through personalised communication with increased response times through messages and voice.
Global reports reveal that 73 percent of customers expect companies to understand their unique needs and preferences, and 80 percent of interactions now happen across digital channels (SMS, chat, video and social).
Omowunmi Olatunbosun, head of SME segments, enterprise business at MTN Nigeria, said, “MTN aims to create shared value for customers and partners across Africa and to accelerate its portfolio transformation toward digital services.”
To achieve these goals, MTN is offering a suite of solutions under its ‘Unified Communication as a Service’ and ‘Customer Engagement Platform’ umbrellas, including voice, video conferencing and messaging on a single platform designed to improve employee productivity and job satisfaction.
MTN has integrated multiple channels, including SMS (as fallback or campaign), WhatsApp, chatbots and RCS, ensuring that customers transitioning from one channel to another do not lose context.
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These underpin MTN’s push to provide advanced communication platforms so enterprises can define, control and monitor their customer experiences in real time.
“The platform also features a virtual receptionist and conversational AI to provide instant, 24/7 support across any messaging or IM platform. Complementing these services, we provide comprehensive reporting dashboards that allow clients to self-serve analytics on delivery rates, open rates and user engagement metrics, as well as flexible billing models (prepaid or postpaid) and audit logs for compliance and control,” the telco said.
Korhan Yunak, head of programmes for telco ecosystem partnership EMEA, at Meta, stated that WhatsApp will be connected to this chatbot.
He cited an example of a new customer reaching out with products, and the platform can discover all products based on what WhatsApp provides natively. Once that is achieved, a purchase can be made because it is connected to a chatbot which understands how much time it takes to deliver.
