DEAL: AJUA, leading customer experience platform acquires Kenya-based AI company WayaWaya

For an undisclosed amount, Ajua, the integrated customer experience management solution for businesses in Africa, has acquired WayaWaya, the artificial intelligence based in Kenya [AI] and machine learning [ML] company known for its innovative Janja platform that enables borderless banking and payments on social media apps and platforms.

WayaWaya founder and principal Janja product builder, Teddy Ogallo, joins Ajua as vice president of APIs and product integrations.

Launched in 2012, Ajua was designed to address the customer experience deficit of businesses on the continent to drive business growth. Ajua combines technology with customer experience and has built a number of innovative products that provide real-time customer feedback at the point of service, for businesses large and small across Africa, with the goal of digitizing and stimulate the growth of more than 45 million SMEs. Current Ajua infrastructure partners and customers include GoodLife Pharmacy, Standard Chartered, FBNQuest, Safaricom, Total, Coca-Cola and Java House.

The acquisition of WayaWaya allows Ajua to integrate Janja to automate much of the customer experience journey by integrating the product into their product stack, closing the customer experience loop as the intelligent AI and ML created by WayaWaya give SMBs the ability to ‘automate responses and give the customer what he wants, when he wants it.

WayaWaya currently helps individuals and businesses with smart messaging, on a number of social platforms including Whatsapp, Facebook Messenger, Telegram, and more. It allows its users to automate customer support and make cross-border payments. In addition to its broad reach with social platforms, WayaWaya is also integrated with global and African financial leaders including Mpesa, Airtel Money, Bankserv, First Data, Interswitch, Stripe, Flutterwave, Visa and MasterCard.

This comes just a month after Ajua announced its partnership with MTN of Nigeria for MTN EnGauge, an agile application that offers innovative customer management solutions. The platform enables businesses to access digital payments using a unique USSD code, CRM tools, customer feedback channels, debt management and tracking, business promotions and products through mobile and social media channels.

Through the deployment of its new product with MTN, Ajua is generating more data for its thousands of users, much of which can now be better automated and monetized through the products and services that WayaWaya has created, including cross-border digital transfers, smart payment services and financial bots.

The SME market in Nigeria alone is valued at $ 220 billion per year and projections show that companies with customer relationship management (CRM) have improved their productivity by 40%. Ajua, the market leader in technology-based customer experience for the continent, uses data and analytics to connect businesses to their customers in real time, helping businesses better understand the nature of their customers and, through subsequently, to increase their sales through smarter experiences.

What they say

Kenfield Griffith, Founder and CEO of Ajua, said: “The acquisition of WayaWaya is a milestone for us as we take a leap forward to ensure that the customer experience journey for businesses across the continent runs smoothly. The integration of WayaWaya’s technology significantly complements our product suite and gives us the ability to automate our customers’ activities and increase their revenues, which is an extremely powerful proposition for our customers of all sizes, through Africa. Through our experience in this area, we understand the core customer experience principles that drive our clients’ growth and we wish to bring this intelligence to SMEs across the continent. “

Teddy Ogallo, Founder of WayaWaya and New Vice President of Product APIs and Integrations for Ajua adds: “Ajua’s focus on introducing and scaling customer service and customer experience for the continent – and essentially how they help companies deliver excellence to their customers is something something my team and I have long admired. Seeing how WayaWaya’s technology can complement Ajua’s innovative products and services, and help scale and monetize businesses, is an exciting opportunity for us, and we are pleased that our teams are working together to build something unique for the continent.

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