Today, M-Pesa Africa unveiled a Shared Service Operations Centre (SSOC) in Nairobi to handle technical support and service operations, which includes overseeing incident monitoring and resolution, managing platform changes and upgrades, deployment of new features, and coordination with technical vendors, among others.
For the first time, M-Pesa’s new Shared Service Operations Centre (SSOC) in Nairobi will provide centralized support for M-Pesa operations in Tanzania, the Democratic Republic of Congo, Mozambique, Lesotho, Ghana, and any future markets the service expands to. Previously, M-Pesa platform operations across these markets were managed through multiple points in Africa and Europe, but the new SSOC brings all platform operations under one roof in Kenya.
M-Pesa Africa has injected over $2 million into the development of the SSOC, which is an integral part of the company’s shift towards a digital cloud-based platform. The new platform is designed to be highly scalable, offering a full range of products and services in all markets, while also supporting the integration of new offerings and leveraging emerging technologies such as Big Data and Artificial Intelligence.
What they said:
“For 16 years, M-Pesa has been at the core of our purpose to transform lives by using technology to connect customers to different opportunities. The M-Pesa Africa Shared Service Operations Centre builds on our purpose by enabling us to deliver a higher service quality and increased platform reliability as we expand to more markets and add more products to the platform,” said Peter Ndegwa, CEO – Safaricom.
“Financial services remain a priority for us as we drive financial and digital inclusion on the continent. The launch of this Operations Centre is an important milestone and testament to our commitment to continue delivering innovative and cost-effective personal finance and business solutions that were previously difficult and cumbersome to acquire – further supporting us in connecting the next 100 million African customers,” said Shameel Joosub, CEO – Vodacom Group.
“We are delighted to launch the M-Pesa Africa Shared Service Operations Centre which empowers us to provide 24/7 monitoring and support to operations and services across different markets. The Shared Service Operations Centre strengthens our position as Africa’s largest fintech and digital ecosystem, bringing us closer to our vision of one M-Pesa, providing one platform and unified operations across all our markets. It will enable us to deliver increased reliability, a more robust platform, faster upgrade and change management as we transition to a fully digital ecosystem connecting customers and businesses across the continent,” said Sitoyo Lopokoiyit, MD – M-Pesa Africa.
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