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Zoho Desk Achieves 45% CAGR over 5 years, As it Introduces Blended Conversations to Deliver Exceptional Support

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Zoho Corporation, a leading global technology company, today launched new tools for Zoho Desk, the anchor application in the company’s customer service platform, to help customer service teams evolve with the changing needs of customers and meet heightened business expectations.

Zoho Desk, which has achieved 45% year-over-year revenue growth for the past five years in Nigeria and globally, now serves more than 100K businesses around the world.The platform has also witnessed a phenomenal adoption across the MEA region, achieving 580% CAGR over the past five years.

New capabilities in Zoho Desk include Blended Conversations—a seamless combination of human-driven and bot-powered conversational service experiences—as well as several refinements to the user interface to make it simpler, faster, and more accessible to users with a wide spectrum of different needs.

These additions enable customer service agents to improve engagement and deliver higher-value customer experiences (CX).

“During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less,” said Hyther Nizam, President MEA, Zoho Corp.

“Great service experiences address this by forming the bedrock of sustainability through economic downturns. Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration, and costs-to-serve.”

To help small and micro businesses transform their customer service operations by empowering them with an easy, and value-rich helpdesk solution at an affordable price point, Zoho Desk has launched an Express Edition.

Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience in the moment by delegating the majority of manual and transactional tasks to bots, while remaining in control of the overall service experience. With fast and easy deployment that does not require external help, Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX.

This experience is a culmination of Zoho’s Instant Messaging (IM) Framework and Guided Conversations, a low-code builder for self-service experiences. The IM Framework allows organizations to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram. Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey, and help customers quickly and securely manage their relationship with the organization. It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform and Zoho CRM Plus, for example.

Zoho also announced a technological overhaul of the user interface to include options to support: cognitive and dyslexia challenges; visual impairments including astigmatism; animation reduction for those with seizure disorders; customization capabilities for colour-blindness. This is the company’s biggest step towards improving digital accessibility to date.

Zoho continues to build a system of experiences that focuses on every aspect of the customer journey, giving every stakeholder greater ability to add value to CX, from planning and creating diverse customer experiences to delivering and evolving them for the future. Zoho’s CX offerings help organisations of all sizes enable employee productivity, improve stakeholder collaboration, and increase customer success. Specifically, Zoho Desk’s integrated omnichannel approach supports entire service teams to connect with customers and with one another. On the business side, it enables high-quality consistency and reliability. Customers, in turn, have better overall end-to-end experiences with the brand, which ultimately drives loyalty and trust.

Disclaimer: All trademarks, product names, and company names cited herein are the property of their respective owners.

Pricing

Zoho Desk starts at NGN 3600/user/month (billed annually) for the Standard Edition and goes up to NGN 10,500/user/month (billed annually) for the Enterprise Edition. A new pricing tier called the Express Edition priced at NGN 2100/user/month (billed annually) is also available, to help startups and small businesses leapfrog into a customer service platform instead of using spreadsheets and email clients to serve customers.

Zoho Privacy Pledge

Zoho respects user privacy and does not have an ad-revenue model in any part of its business, including its free products. The company owns and operates its data centers, ensuring complete oversight of customer data, privacy, and security. More than 80 million users around the world, across hundreds of thousands of companies, rely on Zoho everyday to run their businesses, including Zoho itself. For more information, please visit: https://www.zoho.com/privacy-commitment.html

 


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 Guinea-Bissau Taps United Nigeria Airlines to Establish AIR BISSAU, National Carrier 

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Government of Guinea-Bissau has signed a Memorandum of Understanding (MoU) with Nigeria’s United Nigeria Airlines to establish AIR BISSAU, a national carrier, for the West African country, to boost its aviation industry and reduce its dependence on foreign airlines.

 Guinea-Bissau Taps United Nigeria Airlines to Establish AIR BISSAU, National Carrier 

The agreement, signed in Bissau, the capital of Guinea-Bissau, was disclosed in a statement made available by the airline on Sunday.

The MoU was signed by Dr Florentino Pereira, minister of Transport, Telecommunications and Digital Economy,  Guinea-Bissau and Prof Obiora Okonkwo, executive chairman of United Nigeria Airlines.

Recall that Nigeria currently has no national carrier despite repeated calls by industry stakeholders for its establishment to facilitate reciprocal flight rights to foreign destinations, particularly the United States.

Attempts to establish a national carrier through a partnership with Ethiopian Airlines also hit a brick wall following lawsuits by the Airline Operators of Nigeria, an association for which Okonkwo once served as spokesperson.

Other factors that contributed to the failure of the national carrier project included deep-seated political issues, allegations of fraud and a controversial ownership structure.

In the latest agreement between the Nigerian airline and Guinea-Bissau, which was made available to our correspondent, both parties will “explore a comprehensive cooperation framework aimed at establishing a fully operational national airline with Osvaldo Vieira International Airport in Bissau serving as the operational base and hub for the carrier’s initial routes.”

For decades, Guinea-Bissau has relied largely on regional carriers and charter services to connect its citizens and businesses to other countries.

A key component of the MoU is the creation of a joint venture company that will operate as Guinea-Bissau’s national airline.

Under the arrangement, United Nigeria Airlines will provide the majority of the financial investment, operational expertise, aircraft and management for the new carrier.

Extending beyond commercial operations, the Nigerian carrier is expected to “provide and operate an executive jet for the use of the President and Government of Guinea-Bissau.”

To facilitate the project, the government pledged to “facilitate the registration and licensing of the new national carrier in line with domestic laws and streamline authorisation processes through both the Civil Aviation Authority of Guinea-Bissau and the Civil Aviation Authority of Nigeria.”

Guinea-Bissau also agreed to designate AIR BISSAU as its official national carrier, granting it “full rights over all existing Bilateral Air Services Agreement entitlements.”

According to the MoU, the designation would give the airline “significant leverage in securing route rights and authorisations to regional and international destinations,” described as an important commercial and diplomatic asset.

The government further committed to ensuring that Osvaldo Vieira International Airport receives the infrastructure support required for the airline’s operations, including access provisions, ground support services and assistance with customs, immigration and security compliance.

Additionally, Guinea-Bissau pledged to invest in the establishment of the airline and create mechanisms that would protect and incentivise investment through the existing Investment Code and applicable tax frameworks.

As part of efforts to develop local aviation expertise, United Nigeria Airlines plans to train “qualified Guinean nationals including pilots, cabin crew, and technical maintenance personnel” and employ local staff wherever feasible in line with government employment policies.

The MoU makes it clear that operational control of the airline will remain with the Nigerian carrier.

“For the purposes of safety, reliability, and efficiency, the overall management, operational control, and general direction of the new airline will rest with the management team of United Nigeria Airlines,” the statement noted.

Both parties also agreed to provide full liability and hull insurance coverage for all flight operations, conduct annual independent safety and maintenance audits, and establish asset protection mechanisms for investors.

The agreement takes immediate effect and will remain valid for 18 months or until a substantive joint venture agreement is concluded.


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IMF Urges FG to Introduce Fuel, Telecom Taxes

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The International Monetary Fund (IMF) has recommended introducing taxes on fuel products and telecommunications services in Nigeria.

IMF Urges FG to Introduce Fuel, Telecom Taxes

According to the IMF, this is part of broader measures to increase government revenue and create fiscal space for development spending and social interventions.

The international financial organization argued that stronger revenue mobilisation had become increasingly important as Nigeria’s fiscal position remained under pressure despite recent reforms.

This comes as Nigerians are protesting against worsening standard of living made worse by widespread insurgency.

The recommendation was contained in the IMF’s 2026 Article IV Consultation report on Nigeria, where the Fund argued that additional tax measures would be needed over the medium term despite the recent overhaul of the country’s tax system.

“Further tax policy changes will likely be needed—such as increasing the VAT rate, extending VAT to fuel products, rationalising tax expenditures in particular VAT exemptions on extractive industries and some customs duties, and introducing telecom excises—to complement administrative gains,” the IMF said.

The institution, however, cautioned that the timing of any new taxes must take into account Nigeria’s rising poverty levels and worsening food insecurity.

“The timing of reforms must consider the poverty and food insecurity situation and ensure that the cash transfer system is in place and funded,” the Fund added.

A previous attempt by the Federal Government to impose a five per cent excise duty on telecom services met strong resistance from operators, subscribers and consumer advocacy groups before it was suspended and eventually scrapped.

Telecommunications firms had maintained that the industry was already weighed down by multiple taxes, rising energy costs, foreign exchange challenges and infrastructure constraints.

They warned that any additional levy would likely be transferred to consumers through higher call and data tariffs.

Similarly, proposals to tax fuel products have faced opposition from labour unions and private sector organisations amid concerns over the rising cost of living following the removal of petrol subsidies and increases in transport and food prices.

The IMF’s latest recommendation comes as the Fund projects that Nigeria will require stronger revenue mobilisation efforts to sustain planned increases in public spending and provide support for vulnerable households.

According to the report, revenue-enhancing tax policies could generate additional revenue equivalent to 3.9 per cent of Gross Domestic Product within three years of implementation.

The Fund identified a two-percentage-point increase in the Value Added Tax rate as the largest contributor, with a projected revenue gain of 0.8 per cent of GDP.

The report also projected that removing pioneer status incentives and revising free zone regulations would generate an additional 0.7 per cent of GDP.

Reforms to capital gains taxation and adjustments to personal income tax bands, allowances and rates were each estimated to contribute 0.6 per cent of GDP.

The IMF further estimated that a top-up tax on multinationals and large firms could raise 0.5 per cent of GDP, while rationalising investment allowances would contribute another 0.4 per cent.

Notably, the category labelled “others”, which includes telecom excise duties and measures such as a carbon tax on fuel, was projected to generate an additional 0.4 per cent of GDP in revenue.

Beyond new tax measures, the Fund said Nigeria could achieve even greater gains through improved tax administration.

It projected that administrative reforms would generate an additional 3.1 per cent of GDP through better compliance, stronger enforcement and efforts to reduce informality in the economy.

According to the report, measures such as fiscalisation, electronic invoicing and cross-validation of tax deductions could generate 1.5 per cent of GDP, while expanded tax identification registration and consolidation of taxpayer databases could contribute a further 1.6 per cent of GDP.

The IMF acknowledged that some of Nigeria’s recently enacted tax reforms would reduce government revenue in the short term because they were designed to support households and small businesses.

It estimated that revenue-reducing measures would lower revenues by 2.4 per cent of GDP.

Expanded VAT input credits, additional zero-rated items and broader exemptions on basic consumption goods were projected to account for 1.7 percentage points of the decline.

Lower corporate income tax obligations for smaller firms would reduce revenues by 0.4 per cent of GDP, while lower personal income tax rates and expanded exemptions for low-income earners would account for another 0.3 percentage-point reduction.

Overall, the IMF projected that the combined impact of revenue-enhancing measures, administrative reforms and revenue-reducing policies would result in a net increase in government revenue equivalent to 4.6 per cent of GDP over the medium term.Nigerian investment opportunities


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₦5m up for Grabs as 10 Startups Clash at the Gathering on 100 Pitchathon Aba

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MTN Nigeria, through The Gathering on 100, has officially unveiled the next chapter of its youth cultural and creative movement in Aba, the home of entrepreneurship and innovation in Eastern Nigeria.

₦5 Million up for Grabs as 10 Startups Clash at the Gathering on 100 Pitchathon Aba

The initiative transformed the Prime Time Event Centre in Osisioma into a vibrant hub of innovation, culture, lifestyle, and entertainment.

As the second major activation of MTN’s ‘Live It 100’ campaign, this event underscores a bold commitment to encouraging young Nigerians to live life to the fullest of their potential, whether in business, tech, culture, or entertainment.

Central to this immersive experience is the highly anticipated Pitchathon, where 10 standout startups are vying for a total prize pool of ₦5 million.

The participating startups represent a cross-section of Aba’s burgeoning innovation ecosystem, tackling challenges ranging from logistics to artisanal tech.

Among them are Trashverse Recycling Technology Limited, a climate-first recycling solution founded by Charles Ikechukwu; SkillsCircle by Together, an ed-tech platform championed by Ijeoma Irene to empower young professionals in Nigeria; and Poptreaties, a healthy snack alternative founded by Ifeanyichukwu Dominion to curb junk food consumption.

These founders and their peers are showcasing solutions that blend local ingenuity with scalable technological frameworks, highlighting the immense potential of the region’s entrepreneurial spirit.

The pitchathon is judged by three esteemed figures in the African innovation ecosystem: Chiemela Anosike (Founder, Solaris GreenTech Hub), Dr. Chime Chimezie-Uche (Founder, Abia Startup Limited), and Justina Nwokedi (Digital Transformation Specialist).

This competition is designed to spotlight and empower early-stage founders in the city, providing them with a platform to validate their business ideas before investors, consumers, and industry stakeholders.

The prize structure offers ₦2.5 million to the winning startup, ₦1.5 million for the first runner-up, and ₦1 million for the third-place winner.

This Aba edition builds on the success of the Lagos edition, which took place from April 22 to 26 at the National Stadium, Surulere. There, eight startups received a collective ₦45 million in seed funding for solutions ranging from fintech to creative technology.

By bringing this platform to Aba, a city renowned for its industrial and entrepreneurial spirit, organizers aim to deepen access to opportunity and support the next generation of business leaders.

For these 10 startups, the Pitchathon is a vital opportunity to gain visibility, engage with potential partners, and accelerate their growth within a high-density environment of innovation.


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