MTN Ghana Selects Wavetec as Its Preferred Queue Management Vendor

 

Executive Summary

Following a successful pilot, MTN Ghana selected Wavetec as its preferred Queue Management System vendor to support the digital transformation of its customer-facing branches.

Four Wavetec Queue Management Systems were installed across MTN Ghana branches in 2025. A fifth installation is underway in 2026, extending the deployment and establishing a scalable foundation for additional assisted-service and self-service transformation.

Each branch deployment combines Wavetec’s Spectra Enterprise Customer Experience Platform, F-19 Ticket Dispenser Unit, Spectra Controller XPI, WT CDU RGB customer displays, Donatello Digital Signage, Web STU and Spectra Dashboard.

The partnership is also developing beyond conventional queue management. MTN Ghana is evaluating Wavetec’s SIM-dispensing self-service kiosk, following Wavetec’s deployment of similar technology for MTN Nigeria’s digital shops. Together, these initiatives position the project as part of a broader MTN–Wavetec relationship focused on digitizing assisted and self-service experiences across West Africa.

Contact Wavetec to explore integrated queue management and telecom self-service solutions.

Key Takeaways

• MTN Ghana selected Wavetec as its preferred Queue Management System vendor following a successful pilot.
• Four branch systems were installed during 2025.
• A fifth branch installation is underway in 2026.
• Each branch uses an integrated Wavetec hardware and software ecosystem.
• Phase II is planned to integrate Spectra with MTN systems for priority-customer identification and preferential calling.
• Wavetec’s integration stack supports REST, SOAP and GraphQL.
• MTN Ghana is evaluating Wavetec’s SIM-dispensing kiosk technology.
• The project contributes to a wider assisted-service and self-service transformation strategy across West Africa.

The Challenge: Digitizing a Complex Telecom Branch Journey

Telecom branches manage a wide range of customer requests, from relatively quick transactions such as SIM replacements and bill inquiries to longer interactions involving device configuration, account changes, technical support and contract-related services.

When customers with different requirements enter the same service environment, conventional queue handling can make it difficult to:

• Route customers according to the service required
• Communicate their queue position clearly
• Prioritize specific customer segments
• Track waiting and service times consistently
• Compare performance across branches
• Respond quickly when service levels begin to decline
• Build a reliable data foundation for operational planning

MTN Ghana required a platform that could improve the immediate branch experience while also supporting centralized management, future integrations and continued digitalization.

The commercial importance of this transformation is significant. Accenture reports that business-to-consumer services contribute between 70% and 90% of telecommunications industry revenue. Its research highlights how strategically applied AI and customer data can help communications service providers deliver more seamless experiences and strengthen consumer loyalty. Read Accenture’s telecom research.

Why MTN Ghana Selected Wavetec

MTN Ghana initially evaluated Wavetec’s Queue Management System through a pilot deployment. Following the successful pilot, Wavetec was selected as MTN Ghana’s preferred Queue Management System vendor.

The decision established the basis for a phased rollout rather than a one-time technology installation. Four branches were equipped during 2025, with a fifth installation progressing in 2026.

Wavetec’s approach combines in-house hardware and software with centralized configuration, reporting, integration and technical support. This full-stack ownership allows the individual components within each branch to operate as one connected customer journey management ecosystem.

The deployment can also support on-premises, hybrid or cloud-based architectures, giving MTN Ghana flexibility as its operational and integration requirements evolve.

Solution Deployed Across MTN Ghana

Each of the four branches installed received the following Wavetec components:

Product	Quantity	Role within the branch
F-19 Ticket Dispenser Unit	1 per branch	Registers the customer’s required service and issues a queue ticket
Spectra Controller XPI	1 per branch	Connects and synchronizes the branch’s queue-management hardware
WT CDU RGB	Average of 6–7 per branch	Displays ticket, counter and service information at service points
Donatello Digital Signage	Branch configuration	Communicates queue calls, announcements and branded content
Web STU	Based on counter requirements	Allows agents to call, transfer, recall and complete customer tickets
Spectra Dashboard	Centralized	Provides real-time monitoring, reporting and operational analytics

F-19 Ticket Dispenser Unit

The F-19 TDU is the customer’s first physical touchpoint in the queue journey. It enables visitors to select the service they require and receive a ticket that places them into the corresponding service flow.

Its specifications include:

• 17-inch touchscreen
• 80 mm thermal ticket printer
• Android player
• Compatibility with Windows-based configurations
• CE certification
• FCC certification
• Configurable service menus and ticket content

Once a service is selected, Spectra applies the configured routing rules and assigns the customer to the appropriate queue.

Spectra Controller XPI

The Spectra Controller XPI is the core hardware gateway within Wavetec’s on-premises and hybrid Queue Management deployments. It can also operate within a cloud-connected architecture.

The XPI connects, powers and synchronizes the branch’s queue-management devices, including:

• Ticket Dispenser Units
• Customer Display Units
• Status Display Units
• Announcement Control Units
• Other supported queue and communication devices

The embedded Linux device provides the real-time communication bridge between the Spectra Engine and the hardware installed inside the branch.

Its technical capabilities include:

• Low-latency device control
• Secure exchange of operational data
• Encrypted communication with the branch network
• Continued local operation during network interruptions
• Local data storage for approximately one to three months, when required
• Automatic synchronization following connectivity restoration
• Remote firmware management
• Over-the-air updates through the Spectra Management Portal
• Support for on-premises, hybrid and cloud-connected architectures

This local processing capability helps maintain branch operations even when connectivity to central systems is temporarily unavailable.

WT CDU RGB Customer Display Units

Each branch uses an average of six to seven WT CDU RGB Customer Display Units.

The CDU is a compact counter- or wall-mounted display that communicates real-time information such as:

• Current ticket number
• Counter identification
• Service type
• Calling status

The “RGB” designation refers to its integrated multicolour LED indicators. Configurable colours can visually communicate different service states—for example, green when a counter is ready to serve, red when it is occupied and amber during a call transition.

Technical capabilities include:

• Seven-segment LED or LCD alphanumeric display
• Embedded ARM Cortex controller
• Power over Ethernet connectivity
• Power and data through a single cable
• Typical power consumption below 8 W
• Unicode rendering for multilingual queue information
• Centrally configured display modes and colour codes
• Centralized counter mapping through the Spectra Management Portal
• Automatic reconnection after power or network restoration

The use of PoE reduces cabling requirements while allowing the displays to be centrally powered and managed through the Spectra Controller XPI.

Donatello Digital Signage

Donatello Digital Signage extends queue communication beyond the individual counter display.

The system can present ticket calls, counter directions, branch announcements and relevant branded content on centrally managed screens. Configurable screen zones allow queue information and multimedia content to appear simultaneously, keeping customers informed while they wait.

Content templates, playlists and screen configurations can be managed centrally, helping MTN Ghana maintain more consistent communication across participating branches.

Web STU

The Web Service Terminal Unit, or Web STU, gives customer service representatives a browser-based interface for managing customer tickets.

Authorized agents can use the application to:

• Call the next customer
• Recall a ticket
• Transfer a customer to another service or counter
• Place a ticket on hold
• Record a no-show
• Complete the service interaction
• Add relevant service or transaction codes

Because the interface is web-based, it reduces dependency on dedicated teller hardware and can be accessed through supported devices within the branch environment.

Spectra Dashboard

The Spectra Dashboard consolidates queue and service data from participating branches into a centralized reporting environment.

Authorized users can monitor indicators such as:

• Customer waiting time
• Service duration
• Number of customers waiting
• Tickets issued and completed
• Service-level performance
• Counter and employee activity
• Customer no-shows and walkaways
• Branch and regional performance
• Peak service periods
• Historical service trends

Real-time dashboards help branch teams respond to current conditions, while historical reports give regional and head-office teams a more consistent basis for operational planning.

Role-based access control can limit dashboard functions according to user responsibilities. Audit logging, centralized configuration and encrypted data exchange provide additional layers of operational governance.

How the Customer Journey Works

The deployed system creates a structured journey from arrival to service completion:

1. The customer selects the required service on the F-19 TDU.
2. The kiosk issues a printed ticket through its 80 mm thermal printer.
3. Spectra places the customer into the appropriate service queue.
4. The Spectra Controller XPI synchronizes queue information with the branch’s connected devices.
5. Donatello Digital Signage keeps the customer informed while they wait.
6. A service representative uses the Web STU to call the next eligible customer.
7. WT CDU RGB displays guide the customer to the correct counter.
8. Spectra records the queue and service events for dashboards and historical reporting.

This connected flow replaces disconnected branch interactions with a centrally managed and measurable digital journey.

Phase II: Priority Calling Through MTN Integration

The planned second phase will focus on integrating Spectra with MTN’s customer systems so preferential customers can receive appropriate priority during the calling process.

When a customer checks in, Spectra would exchange relevant information with MTN’s system through an approved integration layer. Based on MTN-defined eligibility and routing rules, the queue engine could then assign the appropriate priority without requiring staff to manage the process manually.

Wavetec’s API stack supports:

• REST APIs for lightweight, resource-based web integrations
• SOAP services for structured enterprise and legacy-system connectivity
• GraphQL for flexible data retrieval across modern applications

This range of supported integration methods allows Spectra to connect with both established enterprise platforms and newer digital systems. It also makes it possible to exchange only the information required for the customer journey, subject to MTN’s security and data-governance policies.

The integration architecture can support:

• Customer-status validation
• Preferential customer identification
• Priority-based queue routing
• Service eligibility checks
• Bidirectional exchange of journey events
• Centralized operational reporting
• Future omnichannel customer recognition

Role-based controls, audit logs and encrypted communication can help govern how customer and operational information is accessed throughout the integrated journey.

From Assisted Service to Self-Service

The MTN Ghana project forms part of a broader relationship between MTN and Wavetec across West Africa.

Wavetec previously deployed multiple SIM-dispensing self-service kiosks for MTN Nigeria’s digital branch transformation. These kiosks were introduced to automate routine telecom journeys and reduce dependence on assisted service for eligible transactions.

Wavetec’s SIM-dispensing kiosk platform can support processes such as:

• SIM registration and dispensing
• Customer identity and KYC workflows
• SIM activation
• Prepaid top-ups
• Package changes
• Account-related self-service
• Centralized kiosk monitoring
• Remote software and content management

MTN Ghana is evaluating a similar solution as a potential next step in its digital service transformation. No rollout has yet been confirmed.

If adopted, the self-service layer could complement the existing assisted-service environment. Routine transactions could move to kiosks, while customers requiring consultation or exception handling would continue through the Spectra-managed branch journey.

This creates a connected model in which assisted and self-service technologies work together rather than operating as separate channels.

Wavetec’s Wider Telecom Experience

Beyond MTN Ghana and MTN Nigeria, Wavetec has supported telecom customer experience projects across Africa and other international markets.

QCell in The Gambia selected Wavetec’s Queue Management Solution, powered by Spectra, to introduce digital ticketing, customer routing, counter management, customer calling displays and centralized analytics.

Orange Sierra Leone deployed Wavetec’s virtual queue management solution across eight locations. The system combined web ticketing with Orange’s SMS gateway and provided centralized business intelligence for service operations.

Wavetec’s international telecom experience also includes customer journey and service-transformation projects for Rakuten in Japan, Digicel in the Caribbean and du in the UAE. These projects demonstrate Wavetec’s ability to support different languages, regulatory environments, service models and technology architectures.

Establishing the Foundation for AI-Powered Operations

The MTN Ghana deployment creates a structured source of operational data that can support future AI capabilities within Wavetec’s platform.

Historical and real-time journey data can be used for:

• Predictive demand forecasting: anticipating customer volumes by branch, service and time period
• Wait-time prediction: estimating waiting conditions using current queues and historical service patterns
• Simulation: testing alternative staffing, routing and counter configurations
• Operational optimization: identifying resource combinations that can improve service-level performance
• AI-assisted analytics: allowing authorized users to explore operational data through natural-language questions
• Anomaly detection: identifying unusual changes in waiting time, service duration or device performance

These capabilities are intended to support operational teams rather than replace managerial decisions.

Deloitte predicted that 25% of companies already using generative AI would begin agentic AI pilots or proofs of concept during 2025, increasing to 50% by 2027. This reflects the movement from basic AI assistance toward systems that can interpret data and support real-time workflows. Read Deloitte’s TMT Predictions.

Results and Current Status

The successful pilot led MTN Ghana to select Wavetec as its preferred Queue Management System vendor.

The project has since progressed to:

• Four complete branch installations during 2025
• A fifth branch installation underway in 2026
• Standardized queue-management technology across participating branches
• Centralized operational visibility through Spectra
• Connected ticketing, calling, display and reporting components
• A planned Phase II integration for preferential customer calling
• Evaluation of SIM-dispensing self-service kiosks

Approved quantitative results for waiting-time reduction, service-level improvement or customer satisfaction were not available at the time of publication. These indicators can be evaluated as the deployment generates a larger body of operational data.

Conclusion

MTN Ghana’s selection of Wavetec following a successful pilot represents more than a queue management rollout. It establishes a scalable digital platform for connecting assisted service, operational analytics, customer prioritization and potential self-service automation.

With four branch systems deployed in 2025, a fifth underway in 2026 and a Phase II integration planned, MTN Ghana is building a structured foundation for more personalized and data-driven customer service.

Combined with Wavetec’s SIM-dispensing kiosk deployment for MTN Nigeria, the project reflects a broader MTN–Wavetec relationship focused on digitalizing telecom service experiences across West Africa.

Contact Wavetec to discuss enterprise Queue Management, API integration or telecom self-service automation.

Frequently Asked Questions

Why did MTN Ghana select Wavetec?

MTN Ghana selected Wavetec as its preferred Queue Management System vendor following a successful pilot. The platform combines branch hardware, queue-management software, centralized configuration, reporting and integration capabilities.

How many MTN Ghana branches use Wavetec’s Queue Management System?

Four branches were installed during 2025. A fifth installation is underway in 2026.

Which Wavetec products were installed?

The deployment includes the F-19 Ticket Dispenser Unit, Spectra Controller XPI, WT CDU RGB customer displays, Donatello Digital Signage, Web STU and Spectra Dashboard.

What is planned for Phase II?

Phase II is planned to integrate Spectra with MTN systems so eligible preferential customers can be identified and assigned the appropriate priority during queue calling.

Which integration technologies does Wavetec support?

Wavetec’s integration stack supports REST APIs, SOAP services and GraphQL, enabling connectivity with legacy enterprise platforms and modern digital applications.

Is MTN Ghana deploying SIM-dispensing kiosks?

MTN Ghana is evaluating Wavetec’s SIM-dispensing kiosk solution. A deployment has not yet been confirmed.

How does the system continue operating during a network outage?

The Spectra Controller XPI provides local device control and can maintain branch operations during temporary network interruptions. When configured, it can retain operational data locally for approximately one to three months and synchronize it after connectivity is restored.

Does the MTN Ghana deployment use AI?

The current deployment establishes the structured operational data required for AI-supported capabilities such as demand forecasting, simulation, wait-time prediction and analytics assistance. The final activation and scope of individual AI capabilities depend on MTN Ghana’s approved implementation roadmap.

About Wavetec

Wavetec is a global customer experience and digital transformation company with 11 offices and solutions exported to more than 80 countries.

Its telecom portfolio includes Spectra Queue Management System, Mobile-Q, WhatsApp Queue Management, Appointment Management, Donatello Digital Signage, Opinion Plus, SIM-dispensing kiosks, ViaOS and AI-powered operational analytics.

By developing its hardware and software in-house and supporting deployment, integration and ongoing service, Wavetec helps telecom operators connect assisted service, self-service and operational intelligence across high-volume customer environments.