Communication between small and medium enterprises (SMEs) and customers could be strengthened, thanks to a new cloud solution unveiled by MTN Rwanda on Wednesday. 

Norman Munyampundu, MTN Business general manager said Business Call Assist is an automated cloud IVR answering service that answers calls, gives clients important information, takes messages, manages customer queries and diverts calls to relevant employees, much like having your own call centre.

Munyampundu said at the launch, the solution will act as a call centre between SMEs and the customers, adding that the solution is being used by millions of small businesses across the globe. The service costs Rwf25,000 monthly.

"MTN Business is taking the lead in bringing innovative solutions to its customers,” he said, adding that one does not require to install any hardware or software thus reducing costs.

Habib Salma, the MTN business development product management senior manager, said the service could help SMEs improve productivity, as well as customer satisfaction and loyalty. SMEs can also record and advertise their products on the platform.

Commenting on the service, Sam Smith, a dealer in pharmaceuticals in Kigali, said the solution gives SMEs an opportunity to build strong relationships with customers which could translate into increased sales. How it works

The cloud IVR system allows companies to automatically configure how to manage incoming calls and direct the caller to the relevant department, according to their needs.

The technology comes with call redirection features, centralised and visual management call systems, as well as voice recording apparatus.