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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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Catholic Bishops Raise Caution on Use of Artificial Intelligence

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Most Reverend Lucius Ugorji, president of the Catholic Bishops’ Conference of Nigeria (CBCN), the Archbishop of Owerri has raised caution on the deployment of Artificial Intelligence.

Catholic Bishops’ Conference of Nigeria

Ugorji called for a balance that prioritises human welfare alongside technological progress, mindful of ethics and morals, as well as risks such as job displacement, threat to world peace, spread of falsehood through propaganda, manipulation of the human person, and privacy concerns through advanced hacking and deepfakes.

The clergyman raised the concern during the ComWeek Public Lecture in Abuja on Artificial Intelligence, noting that the exclusive use of technology in religious formation, pastoral care, and education has enhanced theological knowledge, accessibility and mission of the universal church.

Keynote Speaker at the event, Father Anthony Akinwale, deputy vice chancellor of Augustine University Lagos, dismissed the speculations that the intellectual roles of humans will be replaced by Artificial Intelligence, explaining that AI relied on humans to function and did not have a mind of its own to choose to or not to obey commands with which it was programmed.

Akinwale further cautioned that AI should be solely used for the common good of mankind and not for destructive purposes.

Most Reverend David Ajang, chairman on Social communication of the Catholic Bishops Conference, called for a reflection on the power of communication as a divine gift, “one that holds the potential to bridge divides, enlighten minds and unite hearts in the pursuit of truth and common good”.

 


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9mobile Refreshes Its MoreBusiness ComboPak with Additional Benefits

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9mobile, Nigeria’s customer-centric telecommunications company has refreshed its ‘MoreBusiness ComboPak’ offerings with additional benefits to enable new and potential customers enjoy more value on calls, data, SMS and CUG for their Businesses.

The ‘MoreBusiness ComboPak’ product offering is a flexible and customizable plan with an array of add-on services. The plan gives customers benefits of extra cost-saving tariff within the bundle, and 100% bonus data upon repurchase of select bundles.

With the update, 9mobile customers on this plan will also enjoy free incoming calls while roaming on select networks in the following 10 countries: UK, UAE, South Africa, Kenya, Spain, Egypt, France, Germany, Turkey, and Saudi Arabia when they recharge ₦5,000 and above in a month.

A further benefit of the plan is the ‘Add-on solutions’. With this, companies and institutions will enjoy seamless business operations’ continuity and optimization through Close User Group (CUG), Fleet Tracking, Cloud PBX, Cloud Services, and Device Financing. Others are International Call Bundles, Roaming Bundles, and Special International Destinations Calling.

Commenting on the development, Nneka Owolabi, Director Enterprise Business, highlighted the telco’s unwavering commitment to ensure customers and subscribers enjoy premium customer experience, and wholesome value for their subscription on the 9mobile network.

“At 9mobile we have proven time and again that premium customer experience is important for us. It is the essence of our operations. That is why we have reintroduced the ‘MoreBusiness ComboPak’ for customers and subscribers, particularly businesses to enjoy value for their loyalty to us, and upscale their businesses”, he said.

Owolabi also stated that the ComboPak combines all business needs in one affordable bundle with cheaper voice calls, data subscription, SMS, and CUG, saying “It’s a ComboPak offering that keeps you, and your business stay ahead of trend”.

“What 9mobile ‘MoreBusiness ComboPak’ does is to create and sustain an ecosystem where people, in this case, customers and subscribers, and businesses run systematically with a combination of our tools efficiently. This is certain to revolutionize the way Nigerians communicate, stay connected, and transact businesses effectively”.

Subscribers to ‘MoreBusiness ComboPak’ plan will enjoy unique voice calls, SMS & data.

The service allows flexibility to move across packages based on your needs. For ₦1,000 ComboBasic bundle cost, customers will dial *246*4*33# to enjoy 60k/MB Browsing, 12k/sec in bundle calls, 12k/sec out of bundle calls, ₦2.60/SMS, and CUG; while for ₦1,000 ComboValue bundle cost, customers will dial *246*4*30# to enjoy 700MB, 30 National call minutes, 11k/sec out of bundle calls, 10 National SMS, and CUG.

For customers with ₦2,000 ComboPremier bundle cost, all they need to do is to dial *246*4*33# to enjoy 2.1GB, 60 National call minutes, 11k/sec out of bundle calls, 25 National SMS, and CUG. Customers subscribing to ₦5,000 ComboBlack bundle cost will enjoy benefits of 7GB, 300 National call minutes, 11k/sec out of bundle calls, 25 National SMS, and CUG.

The unique value adds on the ‘MoreBusiness ComboPak’ plan for customers also includes: Bundled Plans – for customers to enjoy flexible and customizable plans with an array of add-on services, and extra cost saving tariff within bundle.

Unlimited Add-ons – this is Add-on solutions – include CUG, Fleet Tracking, Cloud PBX, Cloud Services, Device Financing, Shared Data, International call bundles, Roaming Bundles, and Special International Destinations Calling, for customers.

This is in addition, to free data offer which is a 100% bonus data upon repurchase of select bundles.

Convenience has been embedded into the ComboPak plan for Subscribers also to check account balance by dialling *310#, and data balance by dialling *323#, while migration or opting out of the plan is absolutely free.


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MTN Nigeria’s Uto Ukpanah Named Global Corporate Secretary of the Year

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MTN Nigeria’s Company Secretary, Uto Ukpanah, is the first ever winner of the “Global Corporate Secretary of the Year” award by the Corporate Secretaries International Association (CSIA). She was honoured with the award at an event on April 23rd, 2024, in Kuala, Lumpur, Malaysia.

The CSIA Global Awards was instituted to recognise the efforts of corporate secretaries and governance professionals that not only impact their organizations but also international platforms. Of the three main award categories- Global Corporate Secretary of the Year, Rising Corporate Secretary of the Year and Governance Professional of the Year, Uto was awarded the Global Corporate Secretary of the Year for her hard work, diligence and professionalism by a distinguished jury of expert practitioners and thought leaders in the corporate governance field.

Karl Toriola, Chief Executive Officer, MTN Nigeria congratulating her on the recognition said, “At MTN, we understand the critical role strong governance plays in driving sustainable growth and fostering trust among stakeholders. Uto’s exemplary leadership underscores our commitment to upholding the highest standards of integrity and transparency. We are proud of Uto’s commitment to corporate governance. She deserves the recognition.”

Ukpanah, the pioneer winner of this award has worked with MTN Nigeria for over 18 years. She is a corporate lawyer with extensive experience in company and commercial law. Her contributions in developing sustainable corporate governance structures in the private, public and not-for-profit sectors have been instrumental in fostering transparency and ethical business practices.

Ukpanah’s dedication to ethics and corporate social responsibility advisory services has positioned her as a respected leader in the industry, driving positive change and setting high standards for corporate excellence. This is seen in her active participation on the ‘Code of Corporate Governance Committee,’ ‘9to5 Woman,’ ‘Bankers Committee on Corporate Governance’, among others.


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