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Frost & Sullivan Recognizes iSON’s Strategy of Diversification in W/African BPO Market

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Frost & Sullivan has recognized iSON’s strategic acquisitions, partnerships and portfolio expansion that have enabled it to outpace the competition in market.

iSON BPO, a leading Business Process Outsourcing and contact centre service provider, recognised with the  2016 West African Frost & Sullivan Award for Competitive Strategy Innovation and Leadership was awarded in an awards ceremony during Growth innovation and Leadership Event at The Table Bay Hotel, Capetown at the weekend.

The award is based on the recent analysis of the business process optimization (BPO) industry market by Frost & Sullivan.

The analysis revealed that iSON gave a huge boost to its market prospects by diversifying its services portfolio to cater to multiple industries.

Its operational best practices and deployment of sophisticated tools have facilitated the integration of people, process, and technology, making it the service provider of choice in the West African market.

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Deepti Dhinakaran, Frost & Sullivan Research Analyst, said, “iSON has started setting up operations in Tier II cities in all West African countries in which it operates as semi-urban and rural population comprises 60% to 70% of the West African population. This has allowed it to slash the cost of operations, while gaining a bigger and cheaper resource pool. The company recruits only local talent, and has a multilingual workforce that supports up to 30 languages.”

“iSON BPO’s strategies are highly customer centric, with 100% focus on customer experience management. Its multichannel customer support has enabled it to enhance service across all customer segments and lower costs,” noted Dhinakaran. “These outstanding value propositions have helped the company stand out from its competitors and position itself for greater growth.”

Receiving the Award, Mr. Ramesh Awtaney, the founder and chairman, said, “I am pleased, honored and humbled to receive the Competitive Strategy Innovation and Leadership Award by Frost and Sullivan. iSON started in 2010 and since then it has been an incredible journey of learning and leadership to grow to over 10,000 employees across 20 delivery centers. 

“It gives me immense pleasure that iSON BPO is recognized for innovation and leadership in the West African market, even as we continue to make strategic investments in chat bots, speech recognition & analytics and voice biometrics in order to offer our services to other parts of Africa and accelerating Africa’s growth through an ‘onshore’ model for offshore opportunities in Africa, for Africa by bringing IP to Work.”

iSON BPO has grown through a combination of organic and inorganic growth strategies. Its early partnership with Airtel Africa helped it gain strong foothold in the telecommunications industry, while its acquisition of Spanco Limited (SPAL), strengthened its presence in Africa and India.

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It also employs Avaya’s end-to-end platforms that comprise interactive voice response (IVR), automatic call distribution, and workforce optimization for improved IVR self-service, information-on-queue status, and visibility into real-time performance.

As a result of these strategies, iSON BPO accounts for about 70% of the market share in the third-party contact centre space, with operations in Nigeria, Ghana, Liberia, Sierra Leone, Burkina Faso, Chad, and Niger.

It currently has 20 centres in 16 countries in Sub-Saharan Africa (SSA) with over 10,000 employees, while its nearest competitors have between 2,000 and 3,000 employees.

iSON BPO has invested substantially in creating world-class service delivery infrastructure, while allowing its employees to use relevant technologies that ultimately raise customer service levels. It has rolled out rigorous up-skilling initiatives to equip agents with the required skill sets to handle tasks as they move up the hierarchy.

It follows a completely process-driven methodology with global certifications such as Quality Management System (ISO (9001:2008) and Information Security Management System (ISO 27001:2013).

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Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a competitive strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

 

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Kaspersky Uncovers New Mirage Kitten Malware Used in Cyber-espionage Campaign Across Africa, Others

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Kaspersky Global Research and Analysis Team (GReAT) has discovered a previously undocumented malware set used by Mirage Kitten APT. The findings were revealed at its annual Kaspersky Cyber Security Weekend for the Middle East, Turkiye and Africa (META).

The malicious tools were used in a targeted campaign aimed at maintaining long-term access to victim networks and stealing sensitive data.

The company’s researchers have identified victims of this campaign across the Middle East and Africa, including organisations in Egypt, small and medium-sized businesses and government entities in Jordan and Tanzania, aviation organisations in Pakistan, telecommunications companies in Ethiopia and financial-sector entities in Burkina Faso.

The toolset consists of three custom programs. At its core is NightLedger, a newly discovered Windows backdoor attributed to the group based on code and behavioural similarities to its previously known malware, which gives the attackers remote control over infected machines: they can run commands, explore and transfer files and capture screenshots.

It is complemented by two covert tunneling tools, ArcBridge and BridgeHead, which effectively turn a compromised computer into a relay node: the attackers run their tools on their own servers, while all the resulting traffic is quietly funneled through the victim’s machine, as if it originated from inside the victim’s network.

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This lets them slip past network defences and preserve long-term access without drawing attention. The first of these tools was identified in April 2026 in activity targeting victims in the Middle East.

While the initial access vector remains unclear in most cases, Kaspersky GReAT researchers observed BridgeHead being deployed during post-compromise activity in victim environments in Egypt and at an aerospace and aviation organisation in Pakistan. In those cases, the intrusion activity followed targeted spear-phishing attempts consistent with the group’s known methods.

The lures were highly tailored including recruitment-themed messages impersonating trusted brands and hiring platforms, as well as fake videoconferencing pages that redirected victims to malicious archive files hosted on third-party file-sharing services.

“Based on our latest findings, we conclude that Mirage Kitten continues to evolve its malware arsenal in support of targeted cyber-espionage operations across the Middle East and Africa.

“Another notable aspect of the campaign is the group’s continued reliance on tunneling utilities as part of its operational toolkit: in practice this enables attackers to bypass network controls, maintain covert access to compromised environments and significantly complicate detection efforts.

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“Given the persistence and sophistication of these techniques, organisations and defenders should incorporate these findings into their threat assessments and strengthen their detection and response capabilities accordingly,” says Omar Amin, senior security researcher at Kaspersky GReAT.

 

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NDPC Directs DCPMIs to Register with Agency or Face Legal Consequences

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Nigeria Data Protection Commission (NDPC) has directed all Data Controllers and Data Processors of Major Importance (DCPMIs), yet to register with the commission to do so immediately.

NDPC Directs DCPMIs to Register with Agency or Face Legal Consequences

This followed a Federal High Court judgment affirming NDPC statutory powers to designate and register such entities.

DCPMIs are entities operating in Nigeria that handle sensitive personal data or large volumes of information, requiring mandatory registration with the NDPC under the Nigeria Data Protection Act (NDPA).

In a statement issued on Tuesday by Babatunde Bamigboye, head of Legal, Enforcement and Regulations at the NDPC,  described the judgment as a major milestone for data accountability and regulatory oversight in Nigeria.

The commission said the ruling arose from a suit filed by Emmanuel Harunna against the NDPC in Emmanuel Harunna v. NDPC (FHC/L/CS/1116/2024), in which the applicant sought a declaration that Point of Sale agents were not Data Controllers or Processors of Major Importance under the Nigeria Data Protection Act and requested a perpetual injunction restraining the commission from registering them.

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According to the statement, Justice F.N. Ogazi examined the commission’s Guidance Notice on Registration alongside Sections 5(d), 6(c), 44, 45 and 65 of the Nigeria Data Protection Act before concluding that the commission acted within its statutory powers in designating entities under the Major Data Processing – Ordinary High Level category as Data Controllers and Processors of Major Importance.

Quoting the judgment, the statement read, “The Nigeria Data Protection Act was enacted to promote accountability, transparency and responsible data governance. Registration enables the Respondent to identify entities engaged in significant data processing activities, monitor compliance.”

It added that the court held that, “Far from undermining the constitutional right to privacy, the registration framework is one of the statutory mechanisms designed to safeguard that very right by subjecting data controllers and data processors to effective regulatory oversight.”

The statement further quoted the court as saying, “Looking at the recitals of the Guidance Notice, there is every indication that the Guidance Notice is also aimed at protecting the privacy and security of data subjects, thus bringing the registration requirement of the Guidance Notice within the protective shield of Section 45 of the 1999 Constitution.”

According to the commission, the court also held that, “Remarkably, Section 63 of the Data Protection Act provides that the provisions of the Act shall prevail over any other law inconsistent with its provisions on matters relating to the processing of personal data.”

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Reacting to the judgment, the commission described the decision as a significant boost to Nigeria’s data protection regime.

“The Commission appreciates the ground-breaking efforts of the court towards the advancement of the jurisprudence relating to data accountability in Nigeria, as eloquently demonstrated in this case,” the statement read.

Following the ruling, Vincent Olatunji, national commissioner and chief executive officer, had directed every Data Controller and Processor of Major Importance that had yet to comply with the registration requirement to register without delay.

The commission warned that entities failing to comply with the registration requirement could face legal consequences.

“Failure to register creates serious legal liabilities under the law, while compliance with registration requirements builds public trust and safeguards the fundamental rights and freedoms of data subjects in Nigeria,” the statement added.

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UNN to Partner Firm on AI, Smart Mobility Innovation Centre

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The University of Nigeria (UNN) is set to partner with The Roxettes Group to establish a research and innovation centre focused on artificial intelligence (AI), smart and green mobility, and digital technologies, in a move aimed at strengthening research, entrepreneurship and technology-driven industrial development.

Chairman of The Roxettes Group, Arc. Dr. Kaycee Orji-Kelechi, announced the proposed partnership while delivering his acceptance speech after receiving an Honorary Doctor of Business Administration (Honoris Causa) during the university’s convocation ceremony.

The proposed facility, to be known as the Dr. Kaycee Orji Centre for Artificial Intelligence, Smart/Green Mobility and Digital Innovation, is expected to provide a platform for research, innovation and collaboration between academia and industry, with a focus on developing commercially viable solutions to local and continental challenges.

Orji-Kelechi said the initiative was conceived as a long-term investment in human capital and technological advancement rather than simply another physical infrastructure project.

He said the vision was to position the University of Nigeria among Africa’s leading institutions in artificial intelligence, smart mobility and digital innovation through research, entrepreneurship and technology development.

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According to him, the centre will house five specialised laboratories covering artificial intelligence and machine learning, smart and green mobility, robotics and the Internet of Things (IoT), digital finance and financial technology, as well as cloud computing and advanced data centre technologies.

He also announced plans for the proposed Kaycee Orji Founders Innovation Challenge, an annual programme intended to identify, mentor and support innovative ideas from students, researchers and academic staff with the potential to become scalable businesses.

“Every student of this University should know that a great idea conceived in a classroom should have a pathway to becoming a patent, a startup, a global enterprise, and a solution that transforms society,” he said.

Orji-Kelechi disclosed that preliminary conceptual work on the project had commenced, with architectural and engineering designs being prepared by K.KH Contractors Ltd., a subsidiary of The Roxettes Group.

He added that discussions with the university would begin on identifying a suitable site for the project, while a comprehensive proposal containing architectural drawings, engineering designs and an implementation framework would be submitted after completion of the design phase.

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Reflecting on his career, Orji-Kelechi said Africa must move beyond consuming innovation to creating it through investment in manufacturing, technology and entrepreneurship.

“We have pursued one simple vision: that Nigeria and Africa must move from consumption to production; from importing innovation to creating it; and from waiting for opportunities to building them,” he said.

He urged graduating students to see their education as a foundation for solving societal challenges through innovation, leadership and enterprise, adding that he remained committed to promoting industrial development, youth empowerment and sustainable economic growth.

The proposed collaboration forms part of broader efforts to strengthen university-industry partnerships, which are increasingly seen as critical to improving research commercialisation, innovation capacity and technology-led economic development in Nigeria.

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