Connect with us

Telecom

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

Published

on

Kindly share this post

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.


Kindly share this post

Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

Continue Reading
Advertisement
Comments

Telecom

Terra Moves to Expand in African Drone Sector, Secures $22m Funding

Published

on

Kindly share this post

Olugbenga Agboola, Flutterwave CEO has joined a $22 million funding extension for Nigerian defensetech start-up Terra Industries as Africa’s fast-growing drone and security technology sector begins to attract capital far beyond traditional venture circles.

The round was led by Lux Capital, with participation from Agboola through Resilience17 Capital and returning investors including 8VC and Nova Global.

It follows an $11.75 million raise just weeks earlier, bringing Terra’s total funding to $34 million as the company accelerates expansion into high-risk security markets.

Terra, founded in 2024 by 24-year-old chief engineer Maxwell Maduka and CEO Nathan Nwachuku, builds autonomous drones and surveillance systems designed to protect critical infrastructure such as energy facilities, logistics corridors and industrial sites. The startup says it is already safeguarding assets worth billions of dollars while securing early federal and commercial contracts.

Agboola’s involvement highlights a broader shift in African tech investment patterns. While fintech has long dominated venture flows, escalating infrastructure sabotage and terrorism threats have elevated demand for locally developed security hardware.

“Nigeria’s drone ecosystem is rapidly evolving from hobbyist and mapping use cases toward industrial monitoring, border surveillance and energy protection, areas increasingly seen as foundational to economic stability.

“This is about backing infrastructure security at scale. Africa’s growth depends on resilient systems that protect critical assets,” said Agboola.

Terra CEO Nwachuku is adamant that locally engineered systems are better suited to African operating conditions. “We are building tools designed for the realities on the ground. Security technology should not always be imported when local innovation can respond faster and more effectively,” he stated.

Lux Capital partner Brandon Reeves underlined that the investor appetite, which has drawn fintech heavyweight interest such as Agboola, reflects rising cross-sector confidence in African defense technology as a commercial category. “Security is a prerequisite for economic growth,” he said.

“As Terra ramps production and expands regionally, its funding milestone illustrates a wider transformation. Drone and autonomous security platforms are no longer peripheral experiments but emerging pillars in Africa’s technology landscape, where fintech leaders and venture capital converge around safeguarding the infrastructure powering the continent’s next growth phase,” said Reeves

 


Kindly share this post
Continue Reading

Telecom

Temu Assures Compliance Amid Nigeria Data Privacy Probe

Published

on

Kindly share this post

Temu, the global e-commerce platform expanding in Nigeria, has officially addressed an inquiry from the Nigeria Data Protection Commission (NDPC) over alleged data privacy violations, confirming its commitment to compliance with the Nigeria Data Protection Act (NDPA) 2023.

Temu Assures Compliance Amid Nigeria Data Privacy Probe

Temu

The company’s response follows NDPC’s investigation into Temu’s data processing practices.

In a statement to Nigeria CommunicationsWeek, Temu stressed its dedication to local and international data protection standards, noting ongoing communication with the regulator. “At Temu, protecting user privacy and data security is a top priority. We are committed to complying with applicable laws and regulations in our data practices,” the statement read.

Temu further affirmed: “We can confirm that Temu has received the inquiry and is engaging with the Commission. We will continue to engage in open and constructive dialogue with the NDPC to address any questions or concerns.”

Under Dr. Vincent Olatunji’s leadership, NDPC has ramped up scrutiny of foreign digital platforms to safeguard Nigerian citizens’ personal data—from contact details to financial information—ensuring transparent and secure handling. For e-commerce giants like Temu, managing vast consumer data volumes demands strict regulatory alignment to sustain operations and trust in Africa’s biggest economy.

Industry observers view Temu’s proactive stance as a savvy bid to ease tensions, mirroring Nigeria’s firm handling of platforms like X (formerly Twitter) and fintechs. This engagement underscores NDPC’s rising clout, compelling investors and foreign entrants to prioritise data compliance costs.

Nigeria CommunicationsWeek sees Temu’s approach as a model for global retailers eyeing Nigeria’s booming digital retail sector through 2026.


Kindly share this post
Continue Reading

Telecom

NIMC Rolls Out WorkflowPro for Paperless Correspondence

Published

on

Kindly share this post

National Identity Management Commission (NIMC) has deployed WorkflowPro as its official platform for the digital submission and management of correspondence.

NIMC Rolls Out WorkflowPro for Paperless Correspondence

NIMC

Kayode Adegoke Phd, Head, Cooperate Communications of NIMC said this in a press statement on Tuesday, 17th February, 2026, pointing out that this was “In furtherance of President Bola Ahmed Tinubu’s Renewed Hope Agenda and the Federal Government’s commitment to institutionalizing a paperless public service.”

According to the statement, “The   adoption   of   WorkflowPro   marks   NIMC’s   formal   transition   to   a   paperless operating   environment   and   reflects   the   Commission’s   resolve   to   strengthen governance,    improve    administrative    efficiency,    and    standardize     records management in line with approved public sector reforms. The platform  provides a  secure,  structured,  and   traceable  system   for  managing   both  internal   and external  communications,  thereby  enhancing  accountability  and  operational transparency.

“Under the new framework, all external correspondence to NIMC will be processed electronically  through  WorkflowPro.  The  system  enables  end-to-end  tracking  of submissions,  accelerates  internal   routing   and  response  timelines,  and   ensures secure  electronic  archiving of  official  records. This  approach  eliminates  the risks associated  with  manual  handling  of  documents  while  reinforcing  compliance with established information management standards.”

Adegoke added that “The implementation of  WorkflowPro is  consistent with  the  Federal  Government’s Enterprise Content Management  (ECM)  policy, which mandates the digitization of   official   records   and   the   elimination   of   physical   file   movements   across   all Ministries, Departments, and Agencies  (MDAs) .

“Accordingly,  all  external   correspondence  addressed  to  the   National   Identity Management Commission must be submitted via the NIMC WorkflowPro platform, accessible through the official portal link or by scanning the designated QR code:
Portal Link:https://workflowpro-nimc.com/Submit . Correspondence

To  support  effective  implementation,  NIMC  has  approved  a  30-day  transition period   from   the   date   of   this   announcement,   during  which  stakeholders   are expected  to acquaint themselves with  the  new  process.  Upon  the expiration of this   period,   the   Commission   will   discontinue   the   acceptance   of    manually submitted letters and paper-based correspondence.

“WorkflowPro  was   developed   by   NIMC’s   in-house   technical   team   under   the directive   of   the   Director-General/Chief   Executive   Officer,   Engr.   (Dr.)  Abisoye Coker-Odusote. The platform forms part of a broader institutional reform agenda aimed   at   strengthening    the   security   of    official   communications,    reducing administrative   delays,   and   entrenching   digital   governance  within   the   public service.

“The  National  Identity  Management  Commission  enjoins  all  stakeholders  to  take note of this policy directive and ensure full compliance.”


Kindly share this post
Continue Reading

Trending