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Clickatell Launches Combined Chat Desk, Chat Flow Solution in Contact Centres

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Clickatell, the leader in mobile communications and chat commerce, today announced the launch of its Chat Desk and Chat Flow solutions delivering a superior customer experience through chat.

Clickatell combines the power of Chat Desk, a live-agent digital contact centre solution, with Chat Flow, a chat commerce workflow builder, providing automated chat with drag-and-drop, no-code, functionality.

With this holistic solution, consumers will connect with brands through Chat Flow automated chat, also known as unassisted chat, and then if the consumer needs additional support, they seamlessly shift to a live agent or assisted chat, through Chat Desk.

By making customer service accessible with popular chat apps, brands eliminate long hold times for agents in contact centres, and meet consumers’ needs faster and more conveniently in chat apps that they already use daily.

The adoption of chat is growing faster than any other digital channel with WhatsApp having over 2 billion global users and Facebook Messenger over 1.3 billion users.

“Clickatell’s Chat Commerce takes the wait, the frustration, and inconvenience out of the customer service experience for our clients,” said Cerika Henning, Business Development Executive at Company Partners.

“Our customers are reassured quickly and conveniently that their inquiries will be taken care of through chat. Adding the chat channel as a method to engage with our consultants has been extremely effective and a great way to build trust with our customers.”

“Chat Desk and Chat Flow working together or separately make it easy for brands to meet consumers where they are consistently – on chat apps – enhancing customer experience while reducing friction associated with contact centre customer service,” said Jeppe Dorff, Chief Product and Technology Officer at Clickatell.

“A number one reason consumers leave brands and abandon payments is due to bad and frustrating customer experience.

Adding chat apps as a channel in contact centres makes brands easily reachable and prevents frustration. Added to this, chat increases customer engagement, creating an opportunity to up and cross sell to customers, turning a cost centre into a profit centre.”

In addition to the seamless integration between Chat Desk and Chat Flow, Clickatell has added several new features to Chat Desk including:

Pending Chats. This feature enables agents to mark live chats as pending when waiting unusually long for the customer to reply, effectively putting that chat “on hold.” As the agent may be dealing with multiple chats simultaneously, this effectively declutters their chat queue, helping the agent to focus their attention on chats that are currently live.

 – Customer Surveys. A survey can be presented to a customer when a chat ends. This can be used to gather valuable feedback about a brand’s products and/or services and about the customer’s interaction with the agent, helping contact centres’ managers better manage their support teams. Either an NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score) survey can be configured.

– Auto Responders. Custom messages can be displayed to end-users in certain scenarios, such as when all agents are busy or when a customer has reached a business outside of support hours.

Chat Flow has also been redesigned for a cleaner, fresher, more user-friendly experience and has the following new features and enhancements:

–   A new ‘Settings and Shortcuts’ menu was added.

–   Workflow nodes can be sorted according to type, most used, or alphabetically.

–   Users of the Clickatell Portal can approve and deploy their flows themselves instead of relying on Clickatell’s help.

–   Bi-directional location sharing is possible for Chat Desk customers via Chat Flow and One API.

“To join the mobile chat revolution, brands with existing contact centre solutions don’t need to rip and replace, but instead can add or up-level their customer service by adding chat as an additional channel with Chat Desk and Chat Flow to boost productivity and customer experience,” added Dorff. “By doing so, brands put themselves in consumers’ contact lists right next to friends and family, and engage with consumers when they want to engage, which boosts the customer experience.”

Since chat is asynchronous communication, consumers can reach out from anywhere, anytime, get the company’s response, and then chat back at their convenience. With the seamless flow from automated chat to a live agent, consumers no longer have to repeat themselves because the chat content and history is there for the consumer, agent, and supervisor to see.


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OADC achieves Tier-III certification in Johannesburg

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Open Access Data Centres (OADC), Africa’s fastest-growing data centre company, has announced the achievement of Tier-III design certification from the internationally acclaimed Uptime Institute for its hyperscale core facility in Isando, Johannesburg

This milestone significantly advances the company’s mission to sustainably establish and operate world-class, client-focused data centre facilities in South Africa and throughout the continent.

Dr Ayotunde Coker, CEO of OADC, remarked, “This certification reflects our dedication to meeting and exceeding international standards in data centre operations. It reaffirms our commitment to deliver the highest level of reliability and uptime, suitable for mission-critical applications and services.”

The Tier-III design certification indicates that OADC Isando has been designed for high availability and redundancy, featuring multiple distribution paths for power and cooling, as well as concurrently maintainable infrastructure.

Representing the Uptime Institute, Tarik Bahanniss, vice-president, Africa, stated, “We are pleased to award OADC Isando with the Tier III Certification of Design Documents, the first step toward the important Tier Certification of Constructed Facility award. This certification reflects OADC’s dedication to global standards, beginning with the first set of design documents criteria set forth by Uptime Institute.”

With over 3,000m² of technical space and a site load of 12MW, OADC Isando has become a formidable hub providing scalable solutions tailored to the evolving needs and performance requirements of clients.

As a truly open-access and carrier-neutral facility, strategically located adjacent to major fibre routes, it offers a gateway to an extensive selection of onsite providers and metro connectivity to key data centres in the Johannesburg area.

“OADC Isando is not just a data centre; it is a comprehensive, vibrant interconnected digital ecosystem and a strategic partner for clients seeking reliable, secure and sustainable infrastructure and connectivity solutions,” added Dr Coker. “We remain committed to providing our clients with services to support their business growth and success.”

 


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NCC: A Digital Enabler of the Renewed Hope Agenda

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In Nigeria, a young tech-savvy and upwardly mobile population is teeming and exploring derivable benefits of digital technologies. They are propelled by rapidly expanding internet access and steady broadband penetration, currently about 43 per cent.

Our digital economy is poised for significant growth, positively impacting various sectors and benefiting the nation through enhanced connectivity and digital skills.

Digital transformation is happening globally at a record pace. During the Covid-19 pandemic, for example, remote work and virtual collaboration tools took centre stage; platforms such as Zoom, Microsoft Teams, and Google Meet became—and still are—essential for meetings, conferences and team collaboration. E-commerce and online retail have transformed how consumers seamlessly order and receive goods and services.

Even traditionally brick-and-mortar businesses are changing the ways they engage with their customers through introduction of digital solutions to improve the customer experience. It is a no-brainer that Artificial Intelligence (AI) and the Internet of Things (IoT) are revolutionising our lives for the better, whether in education, healthcare delivery, living, public services, energy management, and much more.

Suffice to say, that underpinning this global digital transformation is the indispensable role of telecommunications infrastructure. Universal, affordable, reliable and fast telecom services are becoming social rights, as mobile networks and data-centres form the backbone for digital transformation by enabling the storage and processing of large amounts of data as well as the integration of digital technologies into numerous use cases.

For President Bola Ahmed Tinubu, the Renewed Hope Agenda draws us all to a more promising outlook. Inherent in his agenda is the pledge to embolden and support the youth and women by harnessing emerging sectors such as the digital economy.

In delivering this vision, the Honourable Minister of Communications, Innovation and Digital Economy, Dr. Bosun Tijani unveiled a blueprint appropriately titled – “Accelerating our Collective Prosperity through Technical Efficiency” with the goal of supporting Nigeria’s economic growth by enhancing productivity, facilitated by digital innovation.

Acknowledging the criticality of resilient telecommunications infrastructure to a robust digital economy, Dr. Tijani’s Strategic Agenda 2023 — 2027 sets targets to achieve a 50 per cent improvement in Quality of Service (QoS) by the end of 2024; to boost Nigeria’s broadband penetration rate to 70 per cent by the end of 2025; to deliver data download speed of 25Mbps in urban areas and 10Mbps in rural areas by the end of 2025; to provide coverage for, at least, 80 per cent of the country’s population, especially the underserved and unserved populations by the end of 2026; to reduce the gap of unconnected Nigerians in rural areas from 61 per cent to less than 20 per cent by 2027; and to secure between 300 per cent to 500 per cent increase in broadband investment by the end of 2027. 

Drawing from the Strategic Agenda of the Ministry, Dr. Aminu Maida, the Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission, (NCC) has emplaced three Strategic Focus Areas for the Commission: The Consumers, the Industry and Licensees; and the Government.

Dr. Maida’s approach to delivering on President Bola Tinubu’s Renewed Hope Agenda comes from the recognition that each of these stakeholders has a unique perspective and different, occasionally-paradoxical expectations of the Commission. His goal is to forge a path that carefully balances each stakeholder’s needs while meeting their expectations.

Consider the Consumers—who are central to Dr. Maida’s focus—for example. His approach focuses on ensuring that they receive an enhanced Quality of Experience, beyond the narrow and very technically-evaluated Quality of Service. Quality of experience takes into account all touch points along the consumers journey in using telecom services from selection, through on boarding, usage, support and even off-boarding.

This means that, consumers are empowered to make the right network selection, enjoy a seamless onboarding into the network of their choice, enjoy quality service at fair costs, receive responsive customer service and enjoy protected off-boarding where they chose to leave the network.

To address consumer complaints on data depletion, the Commission has directed Mobile Network Operators (MNOs) to conduct an independent audit of their billing systems and is concluding a consultation process to simplify tariff plans. These initiatives would provide enhanced transparency to the consumer. 

The Commission, under Dr. Maida, rather than taking a national outlook on data collection for Quality-of-Service delivery, has adopted an approach where more granular data is collected from operators and analysed to determine quality of service at very small, local levels,  to allow the deployment of optimised solutions or regulatory actions where needed. 

On the side of the Industry and Licensees of the Commission, Dr. Maida’s focus is aimed at forging a resilient industry and enhancing the delivery of regulatory services. Since he came on board, the Commission has shown commitment to tackling industry debt issues more seriously.

It has also embarked on critical advocacy initiatives to address long-term challenges in the sector, including advocacy for designating telecom infrastructure as Critical National Infrastructure, as well as successfully persuading over six states to waive Right of Way (RoW) fees, even as he initiates discussions with more states.

The Commission, under Dr. Maida’s leadership, is equally engaging with the Presidential Committee on Fiscal Policy and Tax Reforms towards addressing multiple taxation issues in the telecoms sector.

In order to ensure that the industry is in line with current realities, the Commission is also undertaking a review of its extant Regulatory Instruments and Licensing Frameworks. For instance, Quality of Service Regulations have been reviewed to incorporate Key Performance Indicators (KPIs) for 5G and other participants that are critical to the Quality of Service.

By achieving expected QoS KPIs, high-speed internet connectivity, and forging a resilient and innovative telecommunications industry, the Commission is actively supporting the Ministry’s vision of boosting economic growth and productivity through technological innovation, delivering on the promise of Renewed Hope for all Nigerians.


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QNET’s First Annual Convention of the Year Concludes with Resounding Success in Malaysia

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QNET, a global leader in wellness and lifestyle focused direct selling, concluded the first of this year’s biannual flagship event, V-Malaysia 2024, on May 16 in the island of Penang in Malaysia. The five-day convention drew approximately 9,000 participants from over 30 countries, reaffirming its status as a major international event.

V-Malaysia 2024: A Platform for Learning, Networking, and Innovation

This year’s V-Malaysia featured an extensive agenda filled with opportunities for learning, networking, and experiencing the latest in QNET’s wellness and lifestyle advancements. Highlights included the mega QNET product exhibition where the company showcased its range of premium products such as the HomePure range of home appliances, the Amezcua range of wellness products, the Bernhard H Mayer range of luxury Swiss watches and fine jewellery, and the LifeQode portfolio of nutritional products, among others.

Groundbreaking Product Launches

QNET unveiled several innovative new products at this year’s convention:

  • Amezcua e-Guard X – An innovative solution designed to mitigate the health impacts associated with mobile radiation from everyday electronic devices, including smartphones, laptops, and televisions.
  • HomePure Rayn – A showerhead that not just filters shower water but also has the Amezcua Resonance Technology (ART) to help boost energy. It also has an optional Vitamin C capsule which can help remove residual chlorine from the skin and an optional ACF (Activated Carbon Fiber) capsule which removes fine microorganisms.
  • Bernhard H. Mayer Alto Watch – The new ceramic watches by the Swiss watch brand that is ideal for daily wear is available in two variations, black and white, for both men and women. The quartz watch has a unique wave pattern on its face, and has hands made of recycled steel.

 Empowering the Global Network

The event featured numerous training and education sessions tailored for QNET’s global network of distributors. These sessions aimed to enhance their skills in direct selling and empower them to achieve greater success in their personal business endeavours.

Inspiring Moments

In an inspiring session, attendees were treated to a special appearance by award-winning Indian actor R. Madhavan. He shared his compelling journey and struggles within the competitive Indian film industry, offering a story of triumph that resonated deeply with the diverse international audience.

Commitment to Sustainability

To offset the event’s carbon footprint, QNET ensured the event was free of single-use plastic, promoted plant-based food options, and organised a tree-planting exercise in partnership with Malaysia’s JARING, the National Fisherman’s Association, as part of its ongoing Green Legacy global reforestation program.

At the conclusion of the event, Trevor Kuna, Chief Marketing Officer of QNET said, “This event is not just a convention; it is a celebration of our commitment to our distributors and customers worldwide. We look forward to another year of remarkable experiences and success stories.”


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