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MTN South Africa has introduced a cutting-edge biometric digital identity system across all its retail outlets, enabling customers to verify their identities using fingerprint and facial recognition technology. The move is aimed at enhancing customer onboarding, improving security, and curbing telecom-related fraud.
This strategic rollout follows a successful six-month pilot in 20% of MTN’s stores, during which the system significantly accelerated registration processes and curtailed identity theft incidents. With this full-scale deployment, MTN becomes the first mobile network operator in South Africa to adopt biometric verification nationwide.
The initiative comes against the backdrop of rising telecom fraud, with identity theft and SIM swap scams accounting for R5.3 billion (approximately $300 million) in losses in 2024, according to the Communication Risk Information Centre (Comric)’s July 2025 report.
MTN collaborated with global biometric technology firm Vigilate AI to design and implement the solution.
“The deployment of this biometric system reflects our continued investment in innovative technologies that elevate customer experience and security,” said Cornelia van Heerden, Executive for Customer Operations at MTN South Africa. “We’ve reimagined the customer journey to be faster, more intuitive, and secure, without sacrificing convenience.”
Daniel Hartwright, CEO of Vigilate AI, hailed the partnership as a milestone for digital identity assurance in the telecoms space.
“By combining MTN’s market insight with our advanced biometric capabilities, we’re setting a new standard for secure and customer-centric onboarding across the sector,” Hartwright said.
According to MTN, customer feedback from pilot locations was overwhelmingly positive, with users reporting faster sign-ups, error-free authentication, and improved overall experience.
The biometric rollout forms part of MTN’s broader “Ambition 2025” strategy, which seeks to position the telco as a leader in digital transformation and future-proof service delivery across Africa.
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