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We are Ensuring Utmost Commitment to Customer Service Excellence – Ajay

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Ajay Awasthi, chief executive officer, Spectranet spoke on how the telecommunications services provider was able to deliver quality service during the lockdown and challenges operators face is expanding capacity.

This pandemic lockdown presents huge opportunities for telecom and e-commerce companies as virtual communication and online transactions have become the order of the day. How is Spectranet faring?

The lockdown has presented more challenges than opportunities. Spectranet being a 24×7 service provider, the challenges are pretty much unique and related to ensuring site uptime in remote corners, ensuring call center operations with strict distancing rules, attending to customer complaints in their premises. All this needs to be done while ensuring safety of our people.

Cost of operations has gone up significantly as urgent network upgrades have to be done to ensure un-compromised customer experience while browsing. We have also seen an upsurge in call center volumes with customers enquiring about where to renew. This means deployment of more manpower.

Humbling to mention that team Spectranet, with its utmost commitment to customer service excellence, has fared well in countering these challenges in double quick time

In terms of traffic, how is your network coping with your consumers?

The Data traffic in the network has increased over 30%. While this is a happy situation to be in, the sudden increase in traffic poses a challenge in terms of keeping up with the quality of service. In order to ensure that our customers experience is not compromised, Spectranet has acted fast and invested significantly to enhance capacities on the access and backhaul network.

 By what are the major areas or products you have received the largest traffic on your network?

The traffic for Video applications (like Netflix, You tube) has shown a significant increase and so has the Facebook related traffic.

Also, we have observed trends wherein the traffic during night time has started overtaking the daytime traffic. We are happy that our Mega Value Plans offering anytime data plus free and truly unlimited night time browsing are becoming a big hit with our customers.

With the closure of business premises, how have your consumers being able to recharge their modems?

Being a technology company Spectranet has been investing heavily in building up Digital channels. Our customers can effortlessly pay through any of our digital channels available on Self Care.

Telcos may be making money from this lockdown, but in terms of telecom equipment importation and network rollout, how will it affect telcos like Spectranet?

In order to increase our access and backhaul network capacities, as mentioned earlier, we had to invest significant amounts and incur extra costs for ensuring 24X7 availability of network and call center operations.

To sustain this growth in traffic, fresh equipment is required to be imported. With tight FOREX supply, we are finding it extremely difficult to get access to FOREX to pay for this equipment. This will result in delayed projects and consequent degradation of services.

 Have you experienced are challenges like refueling your base stations or movement of your essential staff from law enforcement agencies?

Telecoms being one of the essential services, the law enforcement agencies have been extremely cooperative. This has helped us in keeping the vital operations like re-fueling of cell sites, carrying out repair and maintenance work going without any hindrance.

 What lessons can we learn from the current situation to get things done better as businesses and as a country?

This pandemic has completely changed the way work used to be done and transformed how companies engage and interact with their customers. Digitalization is the way forward. It is not only more cost efficient but also act as a turbo charger for productivity. Critical to add that a move towards digitalization will also need robust framework for data security and privacy related concerns.

Recently, the Naira was devalued, how does this affect your business?

Devaluation of Naira has certainly increased the cost of doing business. All the dollar denominated CAPEXes have suddenly got inflated by the devaluation. Similarly, cost of importing modems and other devices have increased. The devaluation is going to put significant financial burden on smaller operators. Similarly, cost of importing modems and other devices have increased. The devaluation and scarce availability of FOREX is going to hamper expansion of operations in a significant manner for smaller operators.

How has the lockdown impacted on telecoms services on the part of Spectranet?

The lockdown has presented quite a few challenges. Spectranet being a 24×7 service provider, the challenges are pretty much unique and related to ensuring site uptime in remote corners, ensuring call center operations with strict distancing rules, attending to customer complaints in their premises. All this needs to be done while ensuring safety of our people. Cost of operations has gone up significantly as urgent network upgrades have to be done to ensure un-compromised customer experience while browsing.

We have also seen an upsurge in call center volumes with customers enquiring about where to renew. This has resulted in deployment of more manpower. Humbling to mention that team Spectranet, with its utmost commitment to customer service excellence, has fared well in countering these challenges in double quick time

Checks showed that Spectranet customers are largely enterprises, I mean corporate bodies, but these entities are not opening offices, with most staff working from home. What is the percentage spike in traffic, either low or high?

Spectranet has a fair mix of enterprise, retail 4G LTE and HomeFiber ( FTTx) customers. While the traffic from enterprise customers has reduced, we have seen an upsurge in traffic from retail customers.

Overall, the data traffic in the network has increased over 30%. While this is a happy situation to be in, the sudden increase in traffic poses a challenge in terms of keeping up with the quality of service. In order to ensure that our customers experience is not compromised, Spectranet has acted fast and invested significantly to enhance capacities on the access and backhaul network.

What strategies is Spectranet putting in place to remain up and doing this period?

This pandemic has completely changed the way work used to be done and transformed how we engage and interact with our customers. Digitalization is the way forward. It is not only more cost efficient but also act as a turbo charger for productivity. Being a technology company Spectranet has been investing heavily in building up Digital channels. The pace of digitalization needs to be hastened up now.

Going forward, what is the fate of Tier 2 operators in the country?

Spectranet by virtue of its robust network with industry leading uptime figures, excellent customer service and an extremely strong brand, will continue to play its role as a leading Internet Service Provider. Our recent diversification into FTTx an WTTx based Fixed line services has further strengthened the position of the brand as numero uno in the industry. We will continue to invest in cutting edge technologies to offer high speed broadband in Nigeria, at par with international broadband standards.


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Telecom

ALTON, ATCON Urge FG to Address Telecoms Industry Challenges

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The Association of Licensed Telecom Operators of Nigeria (ALTON) and The Association of Telecommunication Companies of Nigeria (ATCON), representing Mobile Network Operators and telecommunication companies in Nigeria, are calling upon the government to take decisive action in addressing the numerous challenges confronting the telecommunications industry.

In a statement jointly signed by Engr. Gbenga Adebayo, chairman of ALTON and Engr. Tony Izuagbe Emoekpere, ATCON President, the associations underscored the urgent need for collaborative efforts between the public and private sectors to overcome obstacles hindering the sector’s growth and development.

Infrastructure Deficits: ALTON & ATCON members still lack access to essential telecommunication services due to a myriad of challenges, including multiple taxation and regulations and prohibitive Right of Way (RoW) charges, inadequate electric power supply and vandalism of telecommunications infrastructure.

 Protection of Assets and Network Infrastructure: Advocating for legislation that

designates telecommunications infrastructure as Critical National Infrastructure (“CNI”): Both Associations expressed deep concern over the escalating security threats facing telecommunications infrastructure in Nigeria.

Telecommunications infrastructure undisputedly plays a pivotal role in Nigeria’s national security and socioeconomic growth, especially as the country currently contends with multiple security challenges that require urgent and immediate actions in response to these threats.

Attacks on cell towers, fibre optic cables, and other critical assets disrupt telecommunications services and result in significant financial losses for operators.

The associations urge the government to prioritize the security of telecommunications infrastructure and collaborate with law enforcement agencies to enhance protection measures and combat vandalism and sabotage effectively.

Cost-Reflective Tariff of Services: ALTON and ATCON respectfully reiterate that telecommunications infrastructure development requires substantial investments in network expansion, maintenance, and technology upgrades.

Despite the adverse economic headwinds, the telecommunications industry remains the only industry yet to review its general service pricing framework upward in the last (11) years, primarily due to regulatory constraints.

For a fully liberalized and deregulated sector, the current price control mechanism, which is not aligned with economic realities, threatens the industry’s sustainability and can erode investors’ confidence.

ATCON and ALTON call upon the government to facilitate a constructive dialogue with industry stakeholders to address pricing challenges and establish a framework that balances consumers’ affordability with operators’ financial viability.

Regulatory Independence: ALTON & ATCON advocates for the sustenance of a culture of independence in the regulatory landscape to safeguard against undue influence and unwholesome incursion into the Nigerian Communications Commission’s (NCC) or (Commission) domain, which will inspire trust in the telecommunications sector and encourage investment.

Regulatory neutrality and independence are crucial to ensuring a thriving telecommunications sector. Statutory provisions lend credence to this notion, as a lack of an impartial regulator will lead to a failure to maintain public confidence in the objectivity and independence of its decisions.

ALTON and ATCON reaffirms its commitment to working collaboratively with the government to address the challenges facing the telecommunications industry in Nigeria.

By fostering a conducive regulatory environment, prioritizing infrastructure development, enhancing security measures, and facilitating pricing adjustments, the government can unlock the full potential of Nigeria’s telecommunications sector, driving economic growth and societal development.

 


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Qualcomm Shortlists Startups for Qualcomm Make in Africa 2024 and Awards 2023 Wireless Reach Social Impact Fund

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Qualcomm Incorporated today announced the shortlisted startups for Qualcomm Make in Africa 2024, as well as the winner of the 2023 Wireless Reach Social Impact Fund.

The Qualcomm Africa Innovation Platform, now in its second year, aims to work with and support the development of Africa’s emerging technology ecosystem by providing mentorship, education, and training programs with a focus on 5G, Edge-AI/ML, Compute, and IoT. This year, Qualcomm received an overwhelming response, with approximately 250 applications from 30 countries.

Highlights: 

  • Startup cohort announced for 2024 Qualcomm Make in Africa startup incubation program featuring technologies.
  • Announcement of the awardee of the 2023 Wireless Reach Social Impact Fund, supporting startups in scaling their societal and market impact.
  • Development of L2Pro Africa website content nears completion, providing free online training on intellectual property protection.

As the first initiative of its kind in Africa, Qualcomm Make in Africa is an equity-free mentorship program that identifies promising early-stage startups keen on applying advanced connectivity and processing technologies such as 5G, Edge-AI/ML, Compute, and IoT to innovative end-to-end systems solutions, including hardware.

These startups have demonstrated exceptional potential in applying advanced connectivity and processing technologies to innovative end-to-end systems solutions.

The selected startups will receive free mentorship, business coaching, access to engineering consultation for product development, and guidance on protecting intellectual property. The 2024 cohort includes the following startups (listed in alphabetical order):

  • Aurora Health from Kenya provides AI-based cardiovascular health care tools
  • CropScan from Kenya uses solar-powered smart farming IoT devices
  • Cure Bionics from Tunisia makes smart 3D printed prosthetic arms
  • DevisionX from Egypt provides AI-based low-code computer vision tools
  • Kalio from Cameroon is building AI tools for Agricultural IoT
  • Kitovu from Nigeria provides tools and software for smart agricultural warehouse management
  • NextAI Studios from Kenya builds AI-based emotion detection into toys for children’s mental healthcare
  • RIM Nextgen from Kenya, uses smart tools for monitoring propane consumption
  • Sparcx from South Africa uses AI for enhancing radar signal processing
  • Vizmerald from Tunisia, is working on AI-based textile industry inspection

Qualcomm is also proud to announce the awardee of the 2023 Wireless Reach Social Impact Fund. This fund, provided by Qualcomm through its Qualcomm® Wireless Reach™ Initiative, aims to support startups in scaling their societal and market impact.

Ecorich Solutions Limited, a female-founded organization based in Nairobi, Kenya, will be awarded funding to help scale the impact of their smart organic food composter.

Wireless Reach funding will support Ecorich to address the dual challenge of organic waste management and the need for sustainable agricultural practices, with the goal of reducing environmental pollution, improving crop yields for farmers, and mitigating waste-related health risks for communities.

The other nine startups from the 2023 cohort will also receive valuable stipends to continue fueling their growth. These startups have showcased innovative uses of wireless technology to address pressing needs in their communities.

In addition, Qualcomm is excited to highlight the progress of the L2Pro Africa IP e-learning Platform, a free online training program designed to empower startups, SMEs, and researchers in Africa to protect, secure, and maximize their innovations. This program has been created in collaboration with Adams and Adams, Africa’s leading intellectual property (IP) law firm.

The education content has been updated with individual filing procedures for patents, industrial designs, and trademarks in the countries of Kenya, Nigeria, Uganda, Ghana, Rwanda and within the two African patent organizations, ARIPO and OAPI.

These step-by-step descriptions of per-country filing requirements empower inventors to interact effectively with IP professionals such as an IP attorney and their respective IP offices.

“I am thrilled with the overwhelming response to the Africa Innovation Platform this year,” said Alex Rogers, President, QTL & Global Affairs, Qualcomm Incorporated.

“The quality and diversity of the applications received reflect the immense talent and potential within Africa’s technology ecosystem.

“We are excited to work with the shortlisted startups and provide them with the necessary resources and support to drive innovation and create a positive impact in their communities.”

“We applaud Qualcomm for launching the second year of its Innovate in Africa Platform, which not only equips the upcoming generation of African entrepreneurs with expertise in pivotal areas like AI/ML, healthcare, agri-tech, smart cities, and communications but also empowers them to safeguard their intellectual property through the complimentary L2ProAfrica program.”, said John Omo, secretary general, African Telecommunications Union (ATU).

Mr. Omo also emphasized that the ATU remains steadfast in its commitment to fostering innovation and entrepreneurship across the continent. “Our youth innovation program, among other initiatives, plays a crucial role in cultivating the talents and aspirations of Africa’s young visionaries,” he affirmed. “We are ready to collaborate with additional partners to realize this objective.”


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Mastercard and CEBIH join forces to bolster cybersecurity in Nigeria

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Mastercard, in collaboration with the Committee of E-Banking Industry Heads for Nigeria (CeBIH), recently hosted the second edition of its annual Fraud Forum in Lagos, Nigeria. Building on the success of the inaugural edition in 2023, this year’s forum convened key industry players ranging from financial institutions, payment service banks, and fintech companies, to discuss critical issues such as threats and vulnerability, intel-sharing, and best practices in combating industry risks.

The cybersecurity event, attended by key public and private sector actors, also covered the regional threat landscape based on Mastercard’s strategic threat intelligence data. This timely intervention is crucial in a region where cyberattacks remain prevalent, especially amidst Nigeria’s rapid economic expansion and widespread adoption of digital financial services.

Recent data from the Financial Institutions Training Centre (FITC) revealed a staggering 276% increase in fraud-related losses within Nigeria’s deposit banks, underscoring the need for continuous vigilance and proactive cybersecurity strategies within the financial sector. In response to the escalating threats amid Nigeria’s bourgeoning financial landscape, key government bodies have called for enhanced collaboration within the payment systems’ ecosystem to curtail the rise in E-Fraud in the country.

“We are excited to continue the Fraud Forum in Nigeria,” said Kari Tukur, Vice President, Customer and Solutions Center, West & East Africa, Mastercard. “With cyberattacks posing serious challenges within the Nigerian financial ecosystem, we take pride in establishing a platform where key stakeholders can convene, network, and exchange best practices to safeguard against potential vulnerabilities. Mastercard remains committed to creating unique and essential solutions to help business owners protect themselves and their customers against vulnerabilities, and this platform provides us with an opportunity to drive knowledge regarding these solutions as we aim to elevate cybersecurity standards and ensure the resilience of the Nigerian financial ecosystem.”

The forum delved into various aspects of cybersecurity, including common attack methods used by cyber criminals, their motivations, the assets they target, and the best practices to safeguard against attacks. Attendees gained valuable insights into the regional cyber threat landscape, with a focus on the financial services sector, which has become a prime target for cybercriminals in recent years. It also presented an avenue for Mastercard to showcase its latest fraud prevention techniques and tools, including the Mastercard Decision Intelligence, a real-time authorization decisioning solution that empowers issuers to approve more genuine transactions while effectively managing risk.

“We are delighted to partner with Mastercard on another edition of the Mastercard Fraud Forum in Nigeria. This event continues to serve as a pivotal platform for industry leaders, stakeholders, and experts to convene and address the evolving landscape of fraud and cybersecurity challenges, especially in a period marked by increased sophistication. With this year’s edition, we continue to deepen our commitment to fostering collaboration and implementing effective strategies to combat fraud and safeguard the integrity of the financial ecosystem.” Temitope Onibaniyi, Secretary, Emerging Payments of CeBIH, representing Celestina Appeal, the CeBIH Chairman, added.

The forum aligns with Mastercard’s goal of providing clarity to the complex cybersecurity landscape, in a bid to foster an ecosystem where digital transactions are built on trust. As part of its commitment to combating fraud, Mastercard also announced that it will be sponsoring the CeBIH Quarterly Sessions for the second consecutive year, bringing together industry experts to discuss the latest trends in fraud prevention and share best practices for protecting customers.

 

 


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