MTN Nigeria may be violating customer privacy with its new solution

by | Jul 17, 2018

In the race towards relevance, firms continually devise ways to serve customers better. This appears to be the case with MTN Nigeria as it recently launched the Customer Experience Management (CEM) system.

The CEM system, according to the General Manager, Network Performance and Quality Assurance, MTN Nigeria, Uche Osuji will help ensure subscribers satisfaction through the Cognitive Analytics tool in partnership with Nokia.

With the analytics tool, the telecom operator will create a customer experience index that allows it know whether a customer is happy with any of its services — data, voice or text messaging — or not.

Another tool that will aid the CEM system is a mobile app which customers are expected to install on their smartphones. The app will trace network challenges, causes and how to mitigate them.

Advertisement

With the CEM, MTN Nigeria has access to a dashboard showing subscribers activities on the network.

According to MTN Nigeria General Manager, Business Development, Kola Oyeyemi, the system allows them to anticipate a problem and prevent it. The system can proactively monitor the network in order to ensure that it’s capable of providing quality service to subscribers while also anticipating a potential problem with the network.

So, rather than looking into the network pieces of equipment in search for faults, the system anticipates problems by looking for patterns among its subscribers. It will also help provide services that would suit subscribers’ need in a particular region.

In order to achieve its purpose and improve customer experience, the analytics tool has to monitor subscribers on the network. In spite of the telecom operator’s good intentions, the question that comes to mind is whether the data privacy line is not being crossed.

It’s certain that your activities on telecom networks are visible to the network provider, but monitoring activities for patterns is really a step further.

Advertisement

Even having your web browser in incognito mode doesn’t affect the visibilities of the browsing activities to the Internet service provider (ISP).

browsing in incognito mode325552993.

Google Chrome browser in incognito mode

According to a poll on Twitter, 68% of the 121 respondents said they’d feel uncomfortable if they discover that their network provider is monitoring their activities. Nineteen percent said they would feel indifferent about the monitoring, it can be deduced that this set of people probably know that their activities are visible to their network operators already.

General Manager, Business Intelligence & Strategy at MTN Nigeria, Anthony Obi stated that the CEM system will allow the operator to gain rich insights into customers behaviour.

It’s a known fact to some telecom subscribers that the ISPs know about their whereabouts on the Internet. Some respondents to our earlier poll say they are aware network providers monitor their activities.

The customer experience index of the analytics tool profiles subscribers according to data generated from each subscriber on the network. This model is vulnerable and poses a serious data breach risk.

Even Facebook and Yahoo! have had issues with users data breach in the past so MTN Nigeria is not exempt by scale.


Suggested read: Data privacy is a myth: Facebook is the scapegoat


Of course the telco will assure users and relevant government authorities of adequate security measures but what happens in the event of a data breach? What measures are in place to even prevent a possible occurrence?

Yinka Awosanya
Yinka Awosanya

Mobile & African Tech Enthusiast │ Data Analyst │ Music


Are you in tech and you are looking at getting a foreign remote job or you want to move abroad? Fill this form and you will get the BEST resources to help you get that high paying remote job as well as japa easily! WAGMI!

Subscribe
Notify of
guest
0 Comments
Inline Feedbacks
View all comments

Recent News

TikTok on a “Branded Mission”

TikTok on a “Branded Mission”

On #TechpointDigest, we discuss Autochek’s new acquisition, TikTok’s Branded Mission, Bamba’s $3.2 million seed, and Jumia’s report for Q1 2022.

[PODCAST] Tax evasion in Nigeria to get harder

[PODCAST] Tax evasion in Nigeria to get harder

Using data mining and machine learning, Nigeria’s Federal Inland Revenue Service plans to make it harder to evade taxes. Listen to today’s episode of #TechpointAfricaPodcast to learn how it plans to do that.

Subscribe to Techpoint Digest!

A daily 5-minute roundup of happenings in African and global tech, sent directly to your email inbox, between 5 a.m. and 7 a.m (WAT) every week day!

Please check your email to confirm your subscription.

Subscribe to Blockchain Explorer

Analysis oninnovation, regulations, and trends inthe blockchain sector, as it concerns Africa

Please check your email to confirm your subscription.

Subscribe to The Experts

A bi-weekly where tech career specialists take us on their journey from newbie to expert, and how they became successful in the industry.

Please check your email to confirm your subscription.

Subscribe to Founder's Table

A monthly series, where we catch up with founders in the startup ecosystem, learn about their failures, successes and a few tricks of the trade

Please check your email to confirm your subscription.

Copy link
Powered by Social Snap