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After Data WAR, What Next for Telcos’ Customers

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Chukwuemeka Fred Agbata, presenter of Tech Trends on Channels Television
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In a ‘Signature Research’ series, an industry leading perspectives on telecoms technology, competition, and market evolution released by Ovum in November 2011, the analysts without much equivocation pointed at ‘customers’ and ‘cost reductions’ as the prime focus areas for telecoms service providers today.

They opined that, if tackled correctly, these objectives are not mutually exclusive: they are complementary. The Signature Research reflected the breadth and depth of Ovum’s coverage, including informed opinion, advice on how to capitalize on industry developments, and intelligence in the form of forecasts and market insight.

In a nutshell, analysts at Ovum identified thus, “telco customer service directors have identified that ‘addressing the customer service model’ is a top priority while CIOs have acknowledged that ‘improving the customer experience’ is a primary area for investment.

This demonstrates that telcos have recognized that their future lies with their existing customers.

However, customers’ service expectations have been raised by their experiences in other verticals, meaning that telcos will need to work very hard to engage, retain, and satisfy their existing customers.

It seems the telcos in Nigeria are borrowing a leaf from the Ovum’s perspective, as they have recently been entangled in a ‘data price war’; a sort of cold war with Airtel first to adjust its data plans, starting with the Android market.

Airtel today offers over 2GB data for less than N2000 and 4.5GB for N3000 on BlackBerry phones it could be applied on Android too; a feat that seemed impossible few years ago.

Glo followed with an even more enticing data plans, to the extent 12GB of internet data for sells for N5000.

Prompted by the enticing packages of the two operators mentioned above, MTN and Etisalat threw their hats in the ring. Are you kidding me? 3.5GB data on MTN line for N2000 and Etisalat offering with 1.5GB for N1000 and 3.5GB for N2000 club.

Well, this piece is not meant to dwell entirely on the so called ‘new data price regime’, but to remind the telcos that there are other nagging issues they must swiftly address – customer care.

Take the issue of electricity for instance. Mr. Babataunde Fashola, Minister of Power, Works and Housing, and the National Electricity Regulatory Commission (NERC) have been labouring towards convincing Nigerians on how to pay more for power, so that the GENCOS and DISCOS of this world will perform better. The argument has always been: provide power and we shall willingly pay.

In the case of telcos and the customers, the case is a little bit different in the sense, telcos seems to be covering their tracks by stuffing the mouth of the customers with price reductions. How do I mean? Remember, some time in 2015, the telcos, knowing that revenue from voice services has been on downward trend, they introduced ‘buy-now-pay-later’ campaign, where customers are to live as real kings; no more running out of credit. Though that is still on play, but the stem is no more there. That is not to say Nigerians have totally ditched that scheme. No.

Customer Service Is Lacking
Customer service is key! I think most customers would prefer an uninterrupted quality of service. Of what essence is giving one 2.5GB of data at the lowest price, but he ends up utilising only 1GB. That is obtaining by tricks; in other climes it would be called a deception and scam.
I believe such customer would prefer a moderate price regime with adequate service provisioning. There is no sacred cow here, but all telcos default at one point or the other. Yes, I admit that telcos are at the forefront of deepening the ecosystem, but there are plenty rooms for improvement.
From the same study quoted above, Ovum emphasized thus, “Customer service does not describe a point-to-point relationship between a telco and its customers, nor is it a relationship that exists purely to resolve problems. The relationship between a telco and its customers extends all the way from pre-sales research to in-life usage as customers look to purchase new services, upgrade existing ones, and add new features throughout their lifecycle. To secure the customer relationship in the face of disruptive competitors, telcos must stay with the customer through every step of their lifecycle”.

Please, pay attention to this, “Telcos need to be accessible, responsive, consistent, and effective. Web-based customer service delivers on accessibility and consistency and has the added benefit of diverting costs from more expensive alternatives such as contact centres, and has the ability to scale without adding exponentially to costs”. What can I say, as a result of Ovum’s breath-taking postulation, telcos in Nigeria should not cease from increasingly investing in web-based platforms, software, and business processes to improve their online customer service channels.

When the initial results are encouraging, with customer service-related capex, call volumes, and repeat calls to contact centers will start to decline.

“However, online customer service tends to lack the personal touch that other channels provide, and telcos need to ensure Online customer that they retain the hearts and minds of their customers”.

At this junction, it is pertinent to acknowledge the Nigerian Communications Commission (NCC) for using its policy thrust in such a positive manner that now innovation dictates the pace of competition aimed at customers’ satisfaction.

ICT Investment
Fortunately, Barrister Adebayo Shittu, Minister of Communications, speaking at the first industry stakeholders forum convoked by the Ministry on his assumption of office, he acknowledged the need for improved infrastructure, as “Inadequate ICT infrastructure is the bane of ICT development in the country and a leading cause of quality of service deficiencies. From broadband penetration to last mile fibre optic connectivity, this infrastructure deficit is preventing all Nigerians from gaining affordable and reliable access.

Lack of affordability, due in part, to the proliferation of taxes, fees, levies and associated costs further inhibits investment in infrastructure required to support and grow our boisterous ICT market”, he said.

Nigeria’s ICT sector is growing and in view of the prevailing potentials, the Federal Government is targeting additional Foreign Direct Investment in the sector in excess of N4trillion ($15billion).

To this end, the government needs to stimulate the industry for further investments and deal with the issue of multiple taxation particularly the notorious right-of-way, while the telcos become more customer-centric to ensure that subscriber get value for their money.

 

 

 


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Nigerian Terra Industries Secures $11.8m for Expansion

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Terra Industries, a Nigerian defence technology startup, has raised $11.75 million to expand its development of defensive systems that protect critical facilities across Africa.

The fundraising round was led by Silicon Valley venture firm 8VC, which was founded by Palantir co-founder Joe Lonsdale.

Other investors in the round include Valour Equity Partners, Lux Capital, SV Angel, and Nova Global, as well as African-focused funds Tofino Capital, Kaleo Ventures, and DFS Lab.

Terra Industries, founded in Abuja by Nathan Nwachuku and Maxwell Maduka, provides multi-domain security solutions for both air and land. Its solutions are intended to detect and respond to threats including terrorism, sabotage, and armed attacks on infrastructure.

The company’s product portfolio includes surveillance drones, ground-based robotic systems, and fixed monitoring towers deployed around sensitive locations.

Co-founder and CEO Nathan Nwachuku said the company has now fully embraced its identity as a defence-focused startup, citing the growing urgency of security challenges across Africa.

He said safeguarding critical infrastructure from terrorist threats has become unavoidable.

Nwachuku argues that protecting Africa’s infrastructure requires a different approach, one that combines local manufacturing, end-to-end system control, and software capable of independently identifying and responding to threats over large areas.

The company aims to position itself as a defence prime, similar to the role played by firms such as Anduril Industries and Palantir in the United States.

Nwachuku also disclosed that the company had earlier raised $800,000 in pre-seed funding.

With the new funding, Terra plans to increase manufacturing capacity within Africa, establish additional defence production facilities, and expand its artificial intelligence and software teams.

While software offices are planned for San Francisco and London, the company said manufacturing operations will remain on the continent.

 


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Cybersecurity Firm Warns Telecom Threats from 2025 will Carry into 2026 as New Technology Adds New Risk

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Kaspersky Security Bulletin reviews what shaped telecom cybersecurity in 2025 and what is likely to persist in 2026. Advanced Persistent Threat (APT) activity, supply-chain compromise, DDoS disruption and SIM-enabled fraud continued to pressure operators in 2025, while newer technology deployments introduce additional operational risk.

In 2025, telecom operators faced four broad threat categories. Targeted intrusions (APTs) continued to focus on gaining stealthy access to operator environments for long-term espionage and leverage through privileged network positioning.

Supply chain vulnerabilities remained an entry point: telecom ecosystems rely on many vendors, contractors and tightly integrated platforms, so weaknesses in widely used software and services can provide a path into operator networks. Finally, DDoS remained a practical availability and capacity problem.

Kaspersky Security Network showed that last year, between November 2024 and October 2025, 12,79% of users in the telecommunications sector encountered web threats and 20,76% faced on-device threats. 9,86% of telecom organisations worldwide experienced ransomware.

At the same time, the telecommunications sector is moving from rapid technological development to broad implementation — and the report argues that this shift creates new opportunities and new operational risks for 2026.

Kaspersky highlights three areas where technology transitions could introduce disruption if rolled out unevenly or without strong controls: AI-assisted network management, where automation can amplify configuration errors or act on misleading data; post-quantum cryptography transitions, where rushed deployment of hybrid and post-quantum approaches could cause interoperability and performance issues across IT, management and interconnect environments; and 5G-to-satellite integration (NTN), where expanding service footprints and partner dependencies introduce new integration points and potential failure modes.

“The threats that dominated 2025 — APT campaigns, supply chain attacks, DDoS floods — aren’t going away. But now they intersect with operational risks from AI automation, quantum-ready cryptography, and satellite integration.

Telecom operators need visibility across both dimensions: maintaining strong defences against known threats while building security into these new technologies from day one. The key is continuous threat intelligence that spans from endpoint to edge to orbit,” said Leonid Bezvershenko, senior security researcher at Kaspersky Global Research & Analysis Team.

 


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Study Reveals 88.5% of Phishing Attacks Focus on Stealing Account Credentials

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Kaspersky analysed phishing and scam campaigns observed from January through September 2025 and found that 88.5% of attacks globally sought credentials for various online accounts.

Another 9.5% targeted personal data such as names, addresses, and dates of birth, while 2% focused on bank card details.

According to data from Kaspersky, over 38 million phishing links were clicked in Africa in the previous year (from November 2024 to October 2025) – all of which were detected and blocked by Kaspersky solutions.

Not everyone uses protective solutions on their devices however, and phishing remains one of the most prevalent cyber threats, with attackers luring users to fake websites where they unwittingly surrender their login credentials, personal information, or bank card details.

Kaspersky research shows that most phishing pages transmit stolen information via email, Telegram bots, or attacker-controlled panels, before it enters underground resale channels.

Data stolen through phishing is rarely used only once: credentials from multiple campaigns are consolidated into data dumps and sold on dark web markets, in some cases for as little as $50. Buyers sort and verify the data to check whether accounts remain active and reusable across different services.

According to Kaspersky Digital Footprint Intelligence, average 2025 prices ranged from $0.90 for global Internet portals to $105 for crypto platforms and $350 for online banking access. Personal documents such as passports or ID cards sold for about $15 on average, with pricing influenced by account age, balance, linked payment methods, and security settings.

As datasets are enriched and combined, attackers can build detailed digital profiles that may later support targeted attacks on executives, finance staff, IT-administrators or individuals with valuable assets or personal documents.

“Our analysis shows that credentials account for nearly 90% of phishing attempts. Once collected, logins, passwords, phone numbers, and personal details are aggregated, checked, and resold, sometimes years after the initial theft.

Combined with new information, even old credentials can enable account takeovers and targeted attacks against both individuals and organisations.

By leveraging open-source intelligence and old breach data, attackers can craft highly personalised scams, turning one-time victims into long-term targets for identity theft, blackmail, or financial fraud,” said Olga Altukhova, senior web content analyst at Kaspersky.


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