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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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General News

Lawmakers Ask CBN to Suspend Payment to ZTE for Failed $460m CCTV Project

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House of Representatives Ad-Hoc Committee investigating the $460 million Closed Circuit Television (CCTV) surveillance project in the Federal Capital Territory has directed the Central Bank of Nigeria (CBN) to suspend further disbursements to ZTE Corporation pending clarification on the execution of the contract.

Lawmakers Ask CBN to Suspend Payment to ZTE for Failed $460m CCTV Project

The resolution was reached on Tuesday following lawmakers’ concerns over inconsistencies, vague responses, and lack of transparency from ZTE officials regarding the project’s scope, deployment locations, and current operational status.

The committee also mandated the company to reappear with comprehensive and verifiable documentation, including a full inventory of all equipment supplied and installed, precise locations of infrastructure nationwide, and details of 456 Nigerians reportedly trained to operate and maintain the system.

The decision followed a motion moved by Ali Shettima representing Bursari/Geidam/Yunusari Federal Constituency and seconded by Kolawale Akinlayo during an investigative hearing at the National Assembly.

Donald Ojogo, chairman of the committee, said the exercise was not a witch-hunt but a fact-finding mission aimed at addressing public concerns over the project.

This is a constructive engagement, not an attempt to witch-hunt anyone. Nigerians deserve clear answers, and we expect ZTE to respond in line with the documents before us,” he stated.

Irene Momoh, representing the company, said ZTE supplied and installed CCTV infrastructure in Abuja and Lagos, noting that the project was completed between 2011 and 2012.

However, under questioning, he admitted uncertainty about the current functionality of the system.

“To the best of our knowledge, the equipment was delivered and installed within the project timeline, but I cannot confirm its present operational status,” Momoh said.

The response sparked strong reactions from lawmakers, who questioned how a project of such magnitude could lack a sustainable maintenance and continuity framework.

Momoh explained that ZTE had an initial three-month maintenance agreement, which it voluntarily extended to six months before handing over the system. He attributed the project’s decline to the government’s inability to sustain funding post-handover.

“There was no continued funding from the government to maintain and run the system after handover,” he added.

Despite this explanation, lawmakers challenged several of the company’s claims, particularly on the geographical spread of the installations.

 


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Guinness Nigeria Surpasses ₦1Trillion Market Capitalisation, Signalling Strong Investor Confidence and Sustained Value Creation

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Guinness Nigeria PLC has achieved a landmark milestone, surpassing the ₦1 trillion mark in market capitalisation on the Nigerian Exchange (NGX), underscoring strong investor confidence and a sustained track record of value creation.

As of April 10, 2026, the company’s market capitalisation stood at approximately ₦1.01 trillion, with an enterprise value of ₦1.05 trillion. This milestone reflects a significant re-rating of the business by the market, driven by improved fundamentals and a renewed growth trajectory.

This achievement caps a remarkable 18-month period during which the company has delivered substantial improvements in shareholder value. As of April 12, 2026, Guinness Nigeria’s share price closed at ₦462.90, reflecting strong upward momentum and sustained investor confidence in the company’s strategic direction and performance outlook.

The company’s latest audited financial results for the 18-month period, ended 31 December 2025, further underscore this transformation. Guinness Nigeria delivered revenue of ₦730.80 billion, while gross profit rose by 152% to ₦230.48 billion, demonstrating strong margin expansion and improved operational efficiency.

In a significant turnaround, the company recorded a net profit after tax of ₦41.16 billion, recovering from a loss position in the prior period. This return to profitability highlights the success of ongoing transformation efforts and reinforces the company’s commitment to delivering sustainable, long-term value for shareholders.

The reporting period reflects a pivotal phase in the company’s evolution, including its transition to a new financial year-end of 31 December and its first full audited reporting cycle under its current ownership structure, laying a stronger foundation for future growth.

Commenting on the milestone, Prof. Fabian Ajogwu, SAN, Chairman of the Board said: “This is a defining moment for Guinness Nigeria and a strong validation of the strategic direction we are pursuing. Crossing the ₦1 trillion market capitalisation threshold reflects the resilience of our business, the strength of our brands, and the renewed confidence of the investment community in our long-term prospects. We remain committed to disciplined governance, sustainable growth, and long-term value creation for all stakeholders.”

Over the period, the company has driven performance through revenue growth, portfolio optimisation, cost discipline, and expanded route-to-market capabilities. These efforts have been complemented by a sharpened focus on innovation, premiumisation, and consumer-centric strategies, reinforcing its leadership in Nigeria’s beverage alcohol sector.

Guinness Nigeria has also continued to strengthen its balance sheet, embed sustainability into its operations, and uphold strong corporate governance standards, while maintaining its commitment to responsible consumption and positive community impact.

Looking ahead, the company remains focused on accelerating growth through consumer obsession, portfolio expansion, and continued innovation, while maintaining a disciplined approach to capital allocation and shareholder returns.


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Nigeria’s Digital Boom Takes Centre Stage as IoT West Africa Returns to Lagos

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Nigeria is in the middle of one of the fastest digital infrastructure expansions on the continent. Microsoft, Google, and AWS are committing to African cloud regions. MTN and Airtel are at the forefront of advancing telecom infrastructure.

Nigeria’s Digital Boom Takes Centre Stage as IoT West Africa Returns to Lagos

 

The Rural Electrification Agency is rewiring the country’s power base. And enterprise AI adoption is accelerating across banking, logistics, and public services.

On 28–30 April 2026, that ecosystem converges at Landmark Centre, Victoria Island, Lagos, as IoT West Africa, Power & Water Nigeria, and Data Centre & Cloud Expo Africa co-locate for their fifth edition.

IoT West Africa holds its place as the longest-running IoT and digital infrastructure event on the continent, and the platform that has tracked, shaped, and accelerated West Africa’s technology story from its earliest chapters.

The three-day platform spans AI, cloud, telecoms, IoT, smart infrastructure, fintech, renewable energy, hyperscale data centres, and power generation. Critical infrastructure sits at the heart of this year’s agenda: from the security and resilience of national power grids, to the fibre networks, subsea cables, and edge computing nodes that underpin Nigeria’s digital economy. This is the event where that conversation happens at the highest level.

It is the only event in West Africa where a hyperscale operator, a rural electrification agency, a 5G network operator, and a sovereign AI policymaker share the same stage, and the same room.

The event announces a strategic partnership with Africa Data Centres Association (ADCA), bringing the continent’s foremost data centre industry body into the programme to shape conversations around investment, connectivity, and cross-border infrastructure development.

Confirmed speakers include Dr. Abba Aliyu, MD/CEO of the Rural Electrification Agency; Dr. Emomotimi John Agama, Director-General of Securities and Exchange Commission Nigeria; and Christopher Ezeafulukwe, MD/CEO of Transcorp Energy; Wole Abu, MD, Equinix; Ina Alogwu, Chief Digital & Information Officer, T2 Mobile; alongside dozens of global industry leaders.

The platform brings together 5,000+ decision-makers including CIOs, CTOs, investors, regulators, and hyperscale operators, with exhibitors including Itel Energy, Vertiv, and Jubaili Bros. An exclusive VIP lounge, a startup pitch session, and a live podcast series complete the programme.

Register: Power & Water Nigeria — pnwnigeria.com/visitor-registration
IoT West Africa — iotwestafrica.com/visitor-registration


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