Two stories from two different continents have, coincidentally, highlighted the issue of making emergency calling easier, albeit in two very distinct ways.

China Unicom faced huge challenges in operating a centralised customer contact centre serving users in 31 provinces across China. The centre handles the largest number of users (420 million) and the highest traffic volume (100 million calls/month) in China.

MTN has partnered with global consulting firm Accenture and customer experience solutions provider Genesys on an intiative that aims to boost customer care for MTN’s subscriber via cloud-native solutions and advanced AI capabilities.

Digital transformation has been very much a theme of recent financial technology news from Angola, in the shape of initiatives from payment giant Mastercard and the US government, supported by the Angolan government and local businesses.