In a bold step toward transforming customer experience (CX) and strengthening identity security, MTN South Africa has announced the full-scale deployment of its digital ID system with real-time biometrics on any device across all MTN stores nationwide.
The rollout follows a highly successful six-month pilot across 20% of its stores, where the biometric identification system significantly improved onboarding efficiency and reduced identity fraud, all while delivering a more seamless customer experience. Building on this momentum, MTN is now the first mobile operator in South Africa to implement this technology at scale.
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Cornelia Van Heerden, Executive, Customer Operations, MTN South Africa, said:
“At MTN, our customers are at the heart of everything we do. The deployment of this biometric system is part of our ongoing investment in innovation that makes our customers’ lives easier, safer, and more connected. We’ve reimagined the customer journey to be faster, more secure, and more intuitive, without compromising convenience.”
The new system allows for real-time fingerprint and facial recognition during customer onboarding or re-identification, enabling faster processing of contract applications and dramatically reducing the risk of identity-related fraud, particularly crucial in an era where SIM swap and identity fraud remain widespread threats.
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Van Heerden added:
“Our objective was simple. We wanted a customer-first solution that streamlines processes while addressing the growing challenge of fraud in the telecoms space. This biometric system not only simplifies onboarding but it also assists in fraud prevention in telecom.”
The solution was implemented in partnership with Vigilate AI, a global leader in biometric identity technology and ranked among the world’s top providers of fingerprint, facial, and iris recognition solutions. Vigilate AI’s advanced biometric infrastructure ensures the system’s accuracy, scalability, and security.
By replacing manual processes with instant biometric validation, MTN has simplified and shortened the path to connectivity. Customers applying for new contracts will use biometric authentication for near-instant approval and service activation.
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Van Heerden concluded:
“The feedback from our pilot stores was overwhelmingly positive. Customers praised the dramatically faster sign-up, error-free verification, and convenience of the new process. It’s a great example of how we’re using technology to deliver real, tangible value. This is not just about innovation; it’s about impact. We’re laying the foundation for a smarter, safer, and more customer-centric future, one biometric digital ID at a time.”
The biometric digital identity deployment is a key milestone in MTN’s Ambition 2025 strategy, reinforcing the company’s commitment to leading digital solutions for Africa’s progress through trusted, secure, and future-fit technologies.
