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Huawei, MTN in Call Centre Agreement

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Huawei Technologies and MTN Nigeria have signed an agreement to use MTN Nigeria Call Centre as an International Reference Site.
The MTN Nigeria Call Centre which is based on Huawei’s Internet Protocol Call Centre (IPCC), is an IP-based Call Centre which transforms the traditional Call Centre into an interactive Online Assistance Centre where customer service representatives can successfully deliver personalised customer service and experience.
Akin Braithwaite, Customer Relations executive, MTN Nigeria, speaking at the signing ceremony to showcase the tremendous achievements in the MTN Nigeria IP Call Centre, noted that MTN Nigeria has, since last year, embarked upon a multi-billion Naira comprehensive “My Customer” support programme, “part of which is the implementation of a robust IP based technology which has given us the capability to process over 500 million calls per annum,” he disclosed.
“This infrastructure also allows us deliver customer service through multiple channels and supports multiple locations of our online customer assistance centres. This is of course the largest online customer management space in West Africa and on the way to becoming the best in Africa. The IPCC infrastructure is the largest Huawei deployment in the world, outside of China.”
According to Braithwaite, “given the magnitude and success achieved through the establishment of the IPCC, Huawei and MTN Nigeria strategically partnered together to form the African Reference Contact Centre site to be the bedrock of future research and development in the area of customer relationship management technology”.
David Xieguohui, president, Huawei West Africa explained that through this IP-based Call Centre, operators can achieve improved service levels for their customers by classifying the customers into various levels depending on the type of customer service requirement. Subscribers can easily access this contact center as there are various access channels such as WEB, IVR, SMS, MMS, WAP, and Email. This Solution also supports the Video IVR.
The IP Call Centre can also be used to manage and monitor the Agents. There is a platform called the Knowledge-based centre and e-Learning Centre where agents can improve their skills and learn about new products and features. The Knowledge-based centre can be populated with various questions which subscribers are likely to ask to enable the Agent quickly respond to Subscriber queries.
 “As a strategic partner of MTN Nigeria, we are dedicated to giving the best solutions & support to ensure the smooth running of the MTN Call Center and this IPCC solution has proven to effectively and efficiently improve the customer service for the MTN Nigeria Network,”  Xieguohui  stated .
The MTN Nigeria Call Centre powered by Huawei IPCC Solution which currently seats over 1000 Customer Service representatives recorded an 81 percent increase in calls handled between December 2008 and May 2009. This means that more MTN customers are able to reach the Call Centre and get their problems resolved within the new branded experience.

 

 


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Abdullahi, NITDA Boss Harps on Partnership to Drive Advance Digital Transformation Agenda

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Mallam Kashifu Abdullahi, director-general, National Information Technology Development Agency (NITDA), has reaffirmed the importance of collaboration in advancing Nigeria’s digital transformation agenda.

Abdullahi, NITDA Boss Harps on Partnership to Drive Advance Digital Transformation Agenda

L-R: Mallam Kashifu Abdullahi,  director-general, National Information Technology Development Agency, with Brig. Gen., Abdulrahman Idris, team lead of the Senior Executive Course 46 2024, National Institute for Policy and Strategic Studies, Kuru, Jos during a strategic tour visit to the agency headquarters in Abuja.

Abdullahi disclosed this during a strategic engagement with participants of the 2024 Senior Executive Course 46 from the National Institute for Policy and Strategic Studies (NIPSS), a delegation led by Brigadier General Abdulrahman Idris.

Abdullahi emphasised that no organisation can achieve its goals in isolation, stressing the need for collaborative efforts to harness ideas, experiences and insights for national development. He highlighted the potential of collaboration between NITDA and NIPSS to leverage technology and digital innovation for driving economic growth, creating job opportunities and attracting foreign direct investment (FDI).

“At NITDA, we have re-imagined our social contract with Nigerians, focusing on improving service delivery and fostering the swift growth of the ICT sector,” said Abdullahi. He emphasised the agency’s commitment to serving Nigerians and outlined the strategic direction outlined in NITDA’s Strategic Roadmap and Action Plan (SRAP 2024-2027) 2.0. The SRAP is structured around eight pillars aimed at fostering digital literacy, building a robust technology research ecosystem, strengthening policy implementation, promoting inclusive access to digital infrastructure, enhancing cybersecurity, nurturing innovation and entrepreneurship, forging partnerships and cultivating a vibrant organisational culture.

The brigadier-general provided insights into NIPSS’s role as Nigeria’s foremost policy think-tank, tasked with developing top-class technocrats to drive national development initiatives. He highlighted NIPSS’s contributions to policy formulation and implementation over the years, emphasising the institution’s mandate to address issues of national interest, particularly in the digital economy sector.

The collaboration between NITDA and NIPSS underscores the importance of synergistic efforts in harnessing technology and innovation for national development. By leveraging each other’s expertise and resources, both organisations aim to drive economic growth, foster job creation, and position Nigeria as a leading player in the global digital economy.

Through strategic partnerships and collaborative initiatives, NITDA and NIPSS are poised to chart a path towards sustainable development, leveraging digital innovation as a catalyst for socioeconomic transformation and inclusive growth.

 


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IvoryPay, Tether to Drive Crypto Transfers Across Africa

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Ivorypay, a blockchain-based payment and remittance firm, has teamed with Tether, the stablecoin pioneer, to improve crypto-based transactions across Africa.

Tether is the business that developed the stablecoin, USDT, and with this agreement, it will mint and issue USDT straight to IvoryPay.

According to the partners, this agreement would provide more dependable and economical digital transaction choices to businesses and consumers across Africa.

Ivorypay will leverage Tether’s widespread acceptance to provide a buffer against the typically unpredictable nature of crypto-currencies, increasing user confidence in using digital currencies for daily transactions as well as cross-border transfers.

“Partnering with Tether is a strategic move that aligns perfectly with our vision of simplifying and securing crypto transactions across Africa,” said Oluwatobi Ajayi, CEO, IvoryPay.

He added: “It gives us easy access to the liquidity we need to cater to more businesses and individuals across the continent and to do that cheaper and faster than anybody else, which we believe will significantly enhance user trust and increase adoption rates across our platforms.”

“This strategic partnership between Ivorypay and Tether represents a transformative step for digital transactions across Africa,” said Aly Madhavji, managing partner of Blockchain Founders Fund.

“By incorporating USDT into their payment systems, IvoryPay aims to increase financial inclusion and streamline cross-border remittances, establishing a new standard for stability and efficiency in the region’s financial services We are thrilled to assist Ivorypay as they endeavour to create new opportunities for businesses and consumers across Africa.”


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CAC Revokes NIPOST Subsidiaries’ Certificates

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The Corporate Affairs Commission (CAC) has revoked the certificates of incorporation of NIPOST Properties and Development Company and NIPOST Transport and Logistics Services Limited.

This revocation followed the discovery of an illegal transfer of N10 billion in restructuring funds released by the Federal Ministry of Finance to the agency’s subsidiaries.

The CAC, in a statement on Monday, said, “The General Public is hereby informed that the Commission, sequel to its powers contained in Section 41 (7) of the Companies and Allied Matters Act No. 3 of 2020, revoked the Certificates of incorporation of the below-mentioned companies because the same was improperly procured. These companies are:

“1. NIPOST Transport and Logistics Services Company Ltd RC 1673881 and 2. NIPOST Properties & Development Company Ltd RC 1673971.

“By virtue of these revocations, the Companies are deemed to be dissolved and their Assets and Liabilities transferred to the Nigeria Postal Services established under the Nigerian Postal Services Act Cap N127 LFN 2004.”

It was gathered that CAC records confirm that as of November 8, 2023, some top officials of BPE control significant shares in the subsidiaries.

Responding to these discoveries, the Senate passed a resolution on December 30, 2023, for a probe into the matter.

The resolution declared the NIPOST subsidiaries in question “irregular and illegal” and recommended their immediate winding-up and deregistration.

The Senate resolution goes beyond immediate action; it demanded a thorough investigation into the N10 billion voted by the Ministry of Finance for NIPOST’s restructuring and recapitalisation.

Should evidence of “injudicious utilisation” surface, the Senate said the committee responsible must recover the full amount.

In its resolution of December 30, 2023, the Red Chamber said it uncovered an alleged illegal transfer of Federal Government shares in two NIPOST subsidiaries to private individuals.

The discovered infractions sparked outrage, prompting the lawmakers to call for immediate action.

Some individuals in key positions within the Bureau of Public Enterprises (BPE) and NIPOST were listed as shareholders of the two NIPOST subsidiaries.

 


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