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Infobip Launches Conversations – Contact Centre Solution for Connected Customer Experiences

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Olatayo Ladipo-Ajai, country head at Infobip Nigeria
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Conversations, a new contact centre solution enabling businesses to integrate the world’s most popular communication channels, has been launched by Infobip.

Infobip Launches Conversations – Contact Centre Solution for Connected Customer Experiences

Olatayo Ladipo-Ajai, country head at Infobip Nigeria

Infobip is a global cloud communications company that enables businesses to build connected customer experiences across all stages of the customer journey at scale.

Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents.

Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations.

Provisioned through the cloud, Infobip offers a marked differentiator – omnichannel connectivity (CPaaS) with contact centre software stacked on top.

Conversations is designed to enable companies to easily:

Empower agents with automation: Slow response rates or having to repeat yourself as you’re passed from agent to agent leads to frustrated customers, low levels of loyalty and high drop off rates. By being able to set up rules and automate workflows, customers are routed to the right or same agent if it is a return visit, faster – leading to more productive agents and happier customers.

Give agents the context they need: Agents will be able to access customer data from CRM systems, web shop, ticketing, and loyalty programs systems – with the added context of customer sentiment – all in one place. This enables them to deliver personalised and contextualised support.

Manage cross-channel conversations: Seamlessly transition customer conversations between channels, whilst retaining a full conversation history, so agents can respond to questions with ease – whether it’s a text or a WhatsApp message – straight from a single workspace.

Improving remote agent performance through analytics: Analytics enables managers to track customer activity, monitor agent performance with real-time dashboards and reporting to identify obstacles impacting agent productivity. Using this data, managers can identify any challenges and make the necessary adjustments to optimise working practices or workloads for improved overall performance and CX.

Olatayo Ladipo-Ajai, country head at Infobip Nigeria, said, “The contact centre sector is mature and complex, increasingly shifting away from an outsourcing to a Customer Experience (CX) focus. This, as customers in xx look to engage with businesses on multiple channels. Conversations enables the customer to speak to an agent on various channels and the agent to manage interactions contextually from one dashboard thereby decreasing contact centre call volumes, increasing agent efficiency and improving the customer’s experience.

Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that enables companies to build, test, and deploy artificial intelligence and keyword-based chatbots.

These chatbots can then be managed via Conversations, leaving agents with more time to focus on resolving complex queries.

Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.

The Conversations platform has been refined and optimised during an early access period, where Infobip worked with select businesses across the world to ensure Conversations will help them improve the contact centre.

Adrian Benic, VP Product at Infobip, said: “Today’s customers expect to be able to contact a business at any time, from anywhere, and on the channel of their choice. Conversations helps brands provide this while ensuring they improve the customer experience through contextual conversations.

“Many businesses are striving to deliver an unmatched customer experience but struggle to transition between the variety of channels and technologies on the market. Conversations brings these elements into one accessible platform allowing companies to deliver the very best customer experience while reducing costly inefficiencies. The launch of Conversations forms part of our goal at Infobip – to help businesses simplify the complexity of global messaging and enable them to interact with customers in a personalised way without friction.”


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E-Business

Galaxy Backbone Celebrates the Federal Government’s Paperless Civil Service Milestone

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Galaxy Backbone (GBB) aligns with and celebrates the successful announcement by the Office of the Head of the Civil Service of the Federation on the achievement of a Paperless Civil Service, a significant milestone in Nigeria’s public sector reform and digital transformation agenda.

The milestone was formally highlighted at a press briefing led by the Head of the Civil Service of the Federation, Mrs. Didi Esther Walson-Jack, who commended Galaxy Backbone for its sustained support and contribution throughout the implementation of the programme.

GBB has played a critical role in enabling this transition by providing secure, scalable, and shared digital infrastructure that supports the digitisation of government processes across Ministries, Departments and Agencies (MDAs). Through the 1Government Cloud, MDAs have been empowered to migrate from paper-based workflows to digital platforms, improving efficiency, collaboration, data security, and service delivery across the Federal Civil Service.

In addition, GovMail, GBB’s secure government email platform, has strengthened official communication, enhanced records management, and reinforced cybersecurity standards—key pillars in sustaining a paperless operating environment.

Galaxy Backbone acknowledges the collective efforts of the Office of the Head of the Civil Service of the Federation, Permanent Secretaries, Directors of ICT, consultants, partners, and dedicated public servants whose commitment and collaboration ensured the smooth delivery of this initiative.

The Managing Director/Chief Executive Officer of Galaxy Backbone, Prof. Ibrahim Adeyanju, was represented at the press briefing by Akintayo Bamisaye, Acting Group Head, Research, Digital Innovation and Skills Department (RDIS).

GBB describes the achievement as a strong close to 2025 and reaffirms its commitment to supporting the Federal Government in building a modern, efficient, and digitally enabled public service.


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Jumia CEO says Black Friday Signals Nigeria’s E-Commerce Maturity

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At the close of 2025, Temidayo Ojo, the CEO of Jumia Nigeria, reflected on a year-end shopping season that points to the growing maturity of the country’s e-commerce market. “Black Friday is no longer a single, short-lived spike in activity,” he said.

“It has become a familiar, anticipated moment in the retail calendar, where consumers shop deliberately and with confidence.”

Preliminary KPIs for the two months ended November 30, 2025, show strong year-on-year growth in both orders and Gross Merchandise Value (GMV), with GMV growth outpacing order growth. This indicates that customers are placing fuller, more considered baskets rather than shopping in fragmented transactions. Nigeria ranked among Jumia Group’s better-performing markets, with engagement remaining steady throughout the Black Friday period rather than spiking briefly and tapering off.

A key factor behind this performance is the growing familiarity of consumers with online shopping. Customers are increasingly leveraging platform features such as saved carts, brand stores, and price comparison tools to plan purchases in advance. This trend suggests that digital commerce is becoming embedded in everyday habits rather than being viewed as a one-off event.

Ojo also highlighted the role of Jumia’s JForce network in connecting digital commerce to local communities. “Our agents are critical to ensuring that customers across Nigeria, including secondary cities and smaller communities, have access to variety, consistent pricing, and reliable delivery,” he said. “During peak periods like Black Friday, JForce agents can respond faster, serve more customers efficiently, and build stronger local relationships. This isn’t just a distribution channel—it’s a pathway to sustainable income and inclusion.”

Reflecting on the overall performance, the CEO concluded: “What we’re seeing this year-end is steady engagement across categories, stronger consumer confidence, and partners like our JForce agents benefiting from increased activity.

“It confirms that Nigeria’s e-commerce ecosystem is maturing, growing in a more structured and resilient way. As the December Holiday Sale continues, we expect these patterns of familiarity, trust, and participation to sustain momentum and drive both commerce and community impact across the country.”


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Galaxy Backbone Tops FG’s Website Performance Ranking

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Galaxy Backbone Limited (GBB) has been ranked first overall in the 2025 Federal Government Website Performance Scorecard.

Galaxy Backbone Tops FG's Website Performance Ranking

This is a landmark achievement for Nigeria’s digital economy.

The ranking, conducted by the Bureau of Public Service Reforms (BPSR), is the definitive benchmark for digital excellence and transparency across all Ministries, Departments, and Agencies (MDAs).

Professor Ibrahim Adepoju Adeyanju, managing director and CEO of Galaxy Backbone, received the award during a ceremony in Abuja.

He described the feat as a validation of the agency’s“Nigeria First”data sovereignty strategy and its relentless pursuit of service excellence.

This recognition comes as the Federal Government intensifies its push to achieve a fully paperless civil service by December 31, 2025.

GBB has been the primary architect of this transition through its 1Gov Enterprise Content Management (ECM) platform, which now hosts the operations of almost all federal MDAs.

The award adds to a growing list of accolades for Galaxy Backbone in 2025, following its recent win of the “International Standard Excellence Award for Best IT Service Provider.”

As the central hub for government shared services, GBB’s performance serves as a blueprint for other agencies currently undergoing digital transformation.

With its expanded fiber-optic backbone now covering over 13 states and its secure cloud solutions, Galaxy Backbone remains the cornerstone of Nigeria’s vision to become a leading digital nation by the end of the decade.

 


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