Your customers will not openone more portal.
They are already on WhatsApp, on the phone, on a feature phone upcountry, and they pay with mobile money. An agent that cannot meet them there will not get used, however good the model behind it is.
The same agent,on every channel.
An agent is defined once. The channel changes the shape of the reply, never the rules, the permissions or the trail.
WhatsApp Business
The default channel across much of the continent. Long conversations, attachments, picking up an interrupted thread, escalation to an adviser with the full context.
Voice and phone
Inbound and outbound calls, in French, in English and in the languages of your markets. Handover to an adviser without making the customer repeat themselves.
SMS and feature phones
What works without a smartphone and without a data plan. A customer with no app is still a customer served.
Payments and mobile money
Check a transaction, explain a rejection, chase a settlement. The agent reads the payment operators of your market, not only your core banking.
Teams, Slack and web
For your internal teams, the agent lives in the tool they already have open, with the same permissions and the same trail as on customer channels.
Connected to the networksof your markets.
Channels and operators are chosen with your team according to the countries you serve.
MTN MoMo
Wave
Moov Money
CinetPay
Africa’s Talking
Genesys
Microsoft TeamsSlackEvery channel inherits the same approvals and the same trail as the others.
See governanceYour customers, servedwhere they already are.
Thirty minutes to scope the process, the systems and the approvals. Or write to us at [email protected]