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BPO: Roar of the Sleeping Giant

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by Sourin Buragohain

Let’s start this editorial with a story from far away India. Over the last 20 years, India has become the world’s favoured market for Business Process Outsourcing (BPO) companies, among other competitors, such as, Philippines, Brazil, Hungary, Canada, Australia, Ireland etc.

The A T Kearney’s 2016 Global Services Location Index (GSLI) study rated India as number one out of the total 55 countries in the list. According to study, Offshoring to India remains a highly attractive proposition for many global companies. As per Gartner, the cost advantages of outsourcing from India are noteworthy as it costs less than US$ 7,500 per annum for a call center agent in India (cost to company) as compared to $ 19,000 in the US and US$ 17,000 in Australia. That is well over a massive 50% costs reduction for the customers outsourcing their business processes to India.

The Indian BPO sector employs over 3.5 million people directly and provides indirect employment to another million or more – through ancillary industries dependent on the IT-BPO sector. The BPOs in India handle 55% of the global outsourcing market. The annual revenue of the Indian BPO market is more than $26 Billion and contributes around 1% of the GDP.

Africa – The sleeping giant out of its slumber…

Africa is the world’s second-largest and second-most-populous continent. It is so huge that it covers almost a quarter of the total land mass of the world. With 1.1 billion people as of 2014, it accounts for about 16% of the world’s human population. Africa’s population is the youngest amongst all the continents; the median age in 2012 was 19 years, when the worldwide median age was 30 years. So, it is a great, positive irony that Africa, widely accepted as the place of origin of humans in the world, is also the youngest continent in the globe, in terms of population. It is this power of youth and exuberance that will shape the future of Africa. It really is time for Africa in the truest sense of the term!

Lessons for Africa from India success story

  • Making skilled resource readily available in the country – more spending on education and skill development programs for the African youth by the Govts.
  • Low operating costs – cut down on taxes, have a liberalized tax regime – Tax breaks and sops offered by the government
  • Development of special economic zones (SEZs) which also help IT/BPO companies get tax benefits

It is in this context that it is worthwhile to share the success of a company, which is very much an African entity, with registered office in Mauritius and corporate HQ in Lagos, Nigeria. The iSON Group comprises of two main division – the leader in technology services and consulting, helps clients in 29 countries in Africa and Middle East to create digital transformation strategies.

From application development to business process management to AI, Blockchain, Machine Learning, and Big Data Analytics it helps clients to solve the problems effectively and efficiently. Additionally, iSON offers BPO services through iSON BPO, its data analytics is driven BPO arm.

The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other knowledge process outsourcing (KPO) services through local presence and on-shore/remote support, leading to superior customer experience, highly satisfied customers and growth in business.

iSON Group has been doing business in the IT-ITeS space in Africa since the last 8 years, with its inception in 2010. In its own humble ways, iSON Group has been the pioneer of the BPO industry with an un-matched multi-country presence across Africa.

iSON BPO employs close to 12,000 people across its Africa operations and 99% of its staff are local – Africans, serving African clients and customers.

Having started with 6 countries in Africa, with a large Telecom operator, managing 50% share of the business, iSON BPO has grown to approx 10 countries for them handling 70% share of the business – A testimony of the client’s on iSON’s proven capability and service delivery.

The Top telecom company in Africa has also awarded the contract to iSON BPO for 7 countries to handle their 100 million subscribers end to end with technology. With this, iSON BPO now handles over 150 million customer base in Africa itself.

Besides Telecom sector, iSON BPO also has the presence in Retail, Airlines, BFSI and Technology sectors, across Africa.

iSON BPO, by virtue of the business impact it has created for its clients across Africa, has become the largest partner for most of its clients. Thus it can be inferred, the iSON Group is completely dedicated to the cause of the African dream and has laid out for itself ambitious plans to grow organically within Africa, thereby creating more employment opportunities for the deserving and hardworking African youth.

iSON takes a lot of pride in promoting local talent and this is an essential aspect of its HR / People development delivery.

Thus, the emerging Africa BPO story, a story of endless opportunities, has already begun and iSON BPO has been a flag bearer cum leader in the journey so far, in its own humble ways, doing its bit to fuel this dream for Africa. Africa will need hundreds and hundreds of such #iSONs to propel its dream.

The government and the private sector companies, agencies should encourage, recognize such companies which in turn will inspire a whole new generation of African youth to see and live the African dream. Yes, the time has come for the world to listen to the roar of the sleeping giant, out of its slumber – it’s time for Africa!!!


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KADIRS Seals 7 Telecom Masts over Unpaid N5.8Bn Taxes

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Kaduna State Internal Revenue Service (KADIRS) has sealed seven telecommunication masts within the State’s metropolis over N5.8 billion unpaid taxes on Thursday.

KADIRS Seals 7 Telecom Masts over Unpaid N5.8Bn Taxes

The telecommunication masts comprised of MTN servers at Tafawa Balewa road, Surami road, Etsu road while GLOBACOM server at Shehu  Laminu road, and a general mast (ATC) for various of the communication  servers at Unguwan Rimi, Nagwamatse road.

KADIRS also sealed the popular Mudassir and Brothers (Mudatex) textile materials outlet at Ahmadu Bello Way, over an outstanding N5.2 million for sign post advertisement.

The agency also sealed Al-Babello Trading Company Ltd at the famous Panteka market, reputed for selling roofing sheets, iron rods and other building materials over undisclosed unpaid sign posts advertisements.

Speaking to newsmen at the sideline of the exercise, Aysha Ahmad, the KADIRS Board’s Secretary and Legal Adviser, said the exercise was aimed at enforcing compliance by companies that have failed to discharge their civic responsibilities of tax payment.

“As usual, we are left with no option than the powers vested on us by the law to enforce compliance. This is why we are restraining on the premises,”she said.

Ahmad said that  KADIRS derived no joy in sealing properties or business arenas of tax defaulters, stressing that the payment of taxes was a civic responsibility of every citizen.

She equally said that they encouraged voluntary compliance, which was why they exhaust all possible means before enforcement being the final step.

Speaking further, the Board Secretary said the enforcement was part of their process to achieve the N120 billion revenue target set by the Kaduna State Government.

She, therefore, called on the people of the State to ensure voluntary tax compliance, describing it as a civic responsibility.

Also, Shamsuddeen Lere, the Legal Adviser of the Kaduna State Urban Planning Development Authority (KASUPDA), said both agencies had served the defaulters with notices, which they declined compliance.

“The monies belong to the State Government, we are coming after all the defaulters,” he vowed.

 

 

 

 


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Experts @ WATISE 2024 Explore how Emerging Trends will Shape Telecoms Infrastructure, Proffers Solutions on Challenges

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Telecommunications experts across West Africa have exposed trending innovations relying on telecoms infrastructure harping on the strategies that are crucial for the sustainability of telecommunications infrastructure to fast-track the regions digital economy.

Speaking at the second edition of the West Africa Telecoms Infrastructure Summit and Exhibtion (WATISE), with the theme: ‘Shaping the future of the telecoms infrastructure industry: Trends and Insights for a Digital Economy’ and organized by TechnologyMirror, an online telecoms news and information platform, held in Lagos, Southwest Nigeria, the experts x-ray critical issues that relates the survival of the telecoms industry using the Nigerian market as a reference point.

Leading the conversation, the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Dr Aminu Maida, in his keynote address which was on the theme of WATISE 2.0, noted that the journey towards a digital economy has a future that is paved with immense possibilities and profound challenges noting that “how we navigate this path will determine the role Nigeria plays in the global digital landscape.”

Maida who was represented by the Head of Next Generation Technology and Standard at the NCC, Engr Victor Adoga, described telecommunications infrastructure as the backbone of the digital economy, facilitating seamless connectivity and supporting a range of services from basic voice calls to high-speed internet and cloud computing.

He stated that the rapid growth of the digital economy demands robust, scalable, and secure telecommunications infrastructure disclosing that there are several key trends that are poised to shape the future of telecom infrastructure.

According to Maida, the rollout of 5G networks is a transformative trend in telecoms infrastructure saying that 5G promises significantly higher speeds, lower latency, and greater capacity, facilitating new applications such as IoT (Internet of Things), autonomous vehicles, smart cities and advanced augmented reality.

He listed other emerging trends affecting the deployment of telecoms infrastructure across the region as Internet of Things, Fiber Optic Expansion, Data Localisation and Security, Regulatory Frameworks, Cybersecurity and Energy Efficiency and Sustainability.

He however suggested that the telecoms operators must take consider strategic actions to stay in business saying that collaboration which is partnerships between government, industry, and academia can drive innovation and development.

He added that Innovative Financing Models, Investment in Human Capital, Focus on Sustainability, Integration with AI and Machine Learning and Developing Smart Infrastructure noting also as crucial investing in rural telecom infrastructure and making digital literacy a key component of our educational programs.

Still speaking on the theme of WATISE 2.0. Chief Executive Officer of WTES Projects Limited, Mr Chidi Ajuzie who joined virtually from Ethiopia said there is deluge of connectivity from submarine cable landings linking Nigeria to Europe and rest of the world.

According to him, while there is no centrally managed national transmission backbone, licensed Operators have, over the years, built transmission networks to meet their own needs, often duplicated on most routes.

He disclosed that the Universal Service Provision Fund (USPF) has carried out a detailed study to characterize basic telephony and ICT gaps in the country, identifying 97 clusters with varying population densities and a cumulative population of about 27.91 million that suffer from significant connectivity services gaps. Digital broadband gap is even more, estimated at over 100 million population.

Ajuzie stated that to reap the benefits of broadband, there is need to close the clear gaps existing in the metro middle- and last-mile segments of the connectivity value chain. New Connectivity will be required to bridge the gaps and meet the National Broadband targets.

In fireside chat on ‘Enhancing Rural Connectivity: Strategies for Expanding Telecom Infrastructure’, Tinuade Oguntuyi, Head Network and Solutions, at Information and Communications Services Limited (ICSL) said that that rural areas need better network services for proper communication and development.

Oguntuyi, who anchored the fireside chat urged the government to support network service providers to reach more rural places as they are also full of great potentials for the growth of the nation.

Also speaking, Ahmad Tijani, a local content ICT advocate commended Federal Government projects to connect the rural dwellers and harped on the need to carry the local government leaders along.

Tijani who represented Dr. Adebunmi Adeola Akinbo, National Secretary ICTLOCA, cited the challenge of data gathering which can be sorted by the local government, calling on the grassroots to add value to the nation growth.

In his welcome address, the Convener of WATISE, Isaiah Erhiawarien said that the second edition was a step towards ensuring a reliable telecoms infrastructure for the region, and thanked the Nigerian Communications Commission, Open Access Data Nigeria Limited, Digital Realty, ICSL, HyperSpace Limited and OneData Limited for believing in the dream of the organisers.


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US Newspapers Sue OpenAI, Microsoft Over AI Chatbots

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Eight US newspapers sued OpenAI and Microsoft in a New York federal court Tuesday for violating their copyright to train the technology behind the ChatGPT and Copilot chatbots.

The newspapers, which include The New York Daily News and The Chicago Tribune, are owned by Alden Global Capital, a Florida-based hedge fund that created the second-largest US newspaper group behind USA Today owner Gannett when it bought the Tribune publishing chain in 2021.

“This lawsuit arises from defendants purloining millions of the publishers’ copyrighted articles without permission and without payment to fuel the commercialization of their generative artificial intelligence products, including ChatGPT and (Microsoft’s) Copilot,” according to the filing.

“As this lawsuit will demonstrate, defendants must both obtain the publishers’ consent to use their content and pay fair value for such use,” the filing said.

OpenAI and its Microsoft backer were also accused of offering up verbatim excerpts of full articles as well as attributing misleading or inaccurate reporting to the publications in certain requests.

Other newspapers involved in the suit were The Orlando Sentinel, The Sun Sentinel of Florida, The San Jose Mercury News, The Denver Post, The Orange County Register and The St. Paul Pioneer Press.

In a statement, OpenAI did not refer to the accusations specifically but said “we take great care in our products and design process to support news organizations.”

OpenAI pointed to the “constructive partnerships and conversations with many news organizations around the world to explore opportunities, discuss any concerns, and provide solutions.”

This referred to the news outlets that have entered partnerships with the Microsoft-backed startup instead of going to court.

They include The Associated Press, Financial Times, Germany’s Axel Springer, French daily Le Monde and Spanish conglomerate Prisa Media.

The suit on Tuesday closely resembles a case filed by The New York Times in December, in which OpenAI is also accused of stealing content to train its powerful AI.

In that case, OpenAI strongly pushed back, arguing the use of publicly available data including news articles for general training purposes is fair use.

OpenAI also accused the Times of violating ChatGPT’s user guidelines to generate the content that suited its case.

Microsoft declined to comment on the suit.

AFP


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