By Agencies
TELONE has launched a 102-seater Omni Contact Centre, a major step in its transition from a traditional telco towards a fully integrated digital services provider.
The concern falls under the Mutapa Investment Fund (MIF) – Zimbabwe’s Sovereign Wealth Fund entities.
According to TelOne, the centre is expected to enhance customer experience, support Business Process Outsourcing (BPO) services, and unlock new revenue streams for the company. TelOne said the new centre is central to its strategy to diversify beyond traditional connectivity services.
The platform allows businesses from Government agencies to corporates, SMEs, and start-ups to manage customer interactions across multiple channels, including voice, email, live chat, social media, and AI-driven self-service platforms.
According to TelOne chief executive, Engineer Lawrence Nkala, the Omni Contact Centre is expected to create more than 165 direct and indirect jobs, with the majority targeting youth.
He said young people remain central to the country’s innovation ecosystem and will benefit from new skills and opportunities generated by the facility.
Speaking at the launch, Engineer Nkala said the facility represents a significant milestone in the company’s digital transformation journey and marks a critical contribution to Zimbabwe’s broader digital economy aspirations.
“Today marks a significant milestone not only for TelOne as an organisation but for Zimbabwe’s digital economy. This Omni Contact Centre is our commitment to delivering world-class customer engagement and unlocking new business opportunities,” said Eng Nkala.
Engineer Nkala described the launch as a deliberate shift from being just a communications services provider to becoming a digitally enabled customer experience partner and a full Business Process Outsourcing hub serving both local and international markets.
He said the move highlights the company’s support for digitalisation as a key pillar under the National Development Strategy 2 (NDS2) and the drive to build an inclusive, connected, and service-driven economy.
TelOne also acknowledged the Mutapa Investment Fund, its shareholder, for providing financial and strategic support towards the project.
“This centre demonstrates the value of patient capital and the importance of aligning State-Owned Enterprises with national strategic intent. The investment has strengthened the company’s ability to innovate and diversify its revenue base.”
The contact centre forms part of TelOne’s wider transformation programme, which includes modernising customer channels, digitalising operations, enhancing service quality, and growing adjacent digital services.
TelOne said the new facility will serve as a prototype for future innovation hubs aimed at reinforcing its position in Zimbabwe’s fast-evolving ICT sector.
