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Infobip Deploys Cloud Contact Centre Solution at Ikeja Electric

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Infobip’s reputation as the leading provider of cloud communication solutions, as well as its extensive track record as the service provider of choice to many of the world’s top brands, has been extended to Ikeja Electric Nigeria’s largest power distribution company, with the roll out of their latest offering, ‘Conversations’, an omnichannel digital cloud contact centre platform.

Infobip Deploys Cloud Contact Centre Solution at Ikeja Electric

Ikeja Electric, which provides power to over 800 000 households in the state of Lagos, is set to launch Conversations, which enables businesses to integrate the world’s most popular communication channels.

Felix Ofulue, head of Corporate Communications at Ikeja Electric, said the power utility’s decision to deploy the cloud-based contact centre solution is part of its major push to deliver an optimum quality customer experience through technology.

Seamless communication for connected customer journeys

“Our vision is to be the provider of choice wherever energy is consumed, so we are focusing on a huge adoption of technology to achieve this. This is also in line with our mantra of Customer first technology now. At the same time, we realised that a lot of our customers use WhatsApp as a preferred means of communication, so it is an obvious choice to provide it as a channel for customers to reach us seamlessly and communicate with us whenever they choose.”

Olajide Osho-Thomas, sales executive at Infobip Nigeria, said the company is delighted to be recognised as one of the top cloud communications providers for businesses and a leader in omnichannel engagement.

“Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents. Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations.”

Conversations can also be used in conjunction with Answers, Infobip’s chatbot-building platform that enables companies to deploy artificial intelligence and keyword-based chatbots.

These chatbots can then be managed via Conversations, freeing up call centre agents to resolve more complex queries.

Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.

Aside from the chatbot’s ability to seamlessly communicate with multiple customers at the same time via WhatsApp, which improves the engagement experience, we are also expecting to see cost savings, as this solution will allow us to optimise our call centre resources. Infobip is an industry leader and an obvious solution provider for this project, as we have confidence that they have the capabilities to deliver the kind of service that we need to achieve our vision,” Ofulue concluded.


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E-Business

NDPC to Begin Prosecution of Data Privacy Offenders from 2025

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Nigeria Data Protection Commission (NDPC) will start prosecuting data privacy offenders from the beginning of 2025, according to Babatunde Bamigboye, head of the Legal Enforcement and Regulation Department of the commission.

NDPC to Begin Prosecution of Data Privacy Offenders from 2025

This move is part of its efforts to enforce regulations and promote responsible data handling in Nigeria.

Bamigboye, disclosed this during a one-day cybersecurity awareness campaign with the theme “Utilising AI-Powered Services for Proactive Cybersecurity” in Abuja.

The event was organised by SOPHOS UK in collaboration with SPOKES Network and Net-Trix Solutions to foster networking with industry experts on how AI is shaping the future of cybersecurity.

Bamigboye explained that, due to the significant implications of data privacy breaches in Nigeria, the commission has embarked on awareness programmes to educate individuals on their data protection rights and inform data processors and controllers of their obligations.

To this end, he announced that beginning next year, the commission would prosecute any data controllers or processors found in breach of the law.

“At this moment, we have investigated quite a number of cases, and in terms of prosecution—as you know, as a lawyer, this means going to court—but we haven’t taken any matters to court yet.

“This is the formative stage; we understand the implications for the country as a whole. And usually, when you talk about prosecution, it also involves some criminal activities. So, at this moment, our focus has been on creating awareness.

“But from next year, we will step up enforcement in this area. What we have done so far is to take remedial actions against certain data controllers and processors who defaulted under the Act,” he noted.

He assured investors that Nigeria’s cyberspace is secure for digital transactions.

“Nigerian cyberspace is safe; otherwise, we wouldn’t be experiencing the smooth flow of digital transactions in Nigeria. It is safe but not without threats, and we are doing our best as a country to combat these threats.”

Christopher Odutola, a sales engineer at SOPHOS UK, noted in his presentation that 100% cybersecurity cannot be guaranteed, hence the need for proactive measures.

“A lot of people will come to you and say, ‘We can give you 99.9% or 100% cybersecurity.’ It’s not true.

“Nobody can provide 100% security anywhere in the world. What they can do, as I mentioned earlier, is reduce the risk for you. However, determining the extent of risk reduction is difficult.

“It’s impossible to eliminate 100% of risks anywhere in the world. What we provide is what we call a cybersecurity breach protection warranty. This warranty covers incidents such as data breaches or ransomware attacks. For instance, if you lose your files while we manage your SOC as a service, we will reimburse up to one million dollars in response costs.”

Odutola further stressed the importance of organisations reducing cyber threat risks to secure cyberspace.

“There are risks to businesses, risks from downtime, attackers, scammers, and the rest, trying to infiltrate networks.

“The risk is always high. As cybersecurity professionals, we are doing as much as possible to reduce these risks.

“The various security controls we implement—antivirus software, firewalls, email security, cloud security, network security, and others—are aimed at reducing risks. We must focus on minimising risks. For instance, we currently see risks originating from third-party suppliers and vendors.”

According to him, “We have a process called risk assessment, which helps to evaluate vendors to ensure they do not introduce risks into our environment. This is why these security controls are crucial.

“We have them in place. It’s equally important to involve senior management in the discussion, as this is often where the gap lies. Unfortunately, cybersecurity is often perceived as a cost centre.”

Harrison Oloye, chief executive officer (CEO) of Net-Trix Solutions, said the event aimed to raise awareness about cyber threats and equip users to manage potential attacks.

“What we did, as Net-Trix Solutions Limited in conjunction with Spokes Network, is to create awareness and educate the public and private sectors on how to use Artificial Intelligence (AI) to combat cyber threats.”

Speaking further on achievements in creating awareness, he said: “As part of our Corporate Social Responsibility (CSR), we educate and train as many people as possible on the dangers of cyber threats and cyber-related crimes.”

Ms. Sifon Ufot, head of Business at SPOKES Network, emphasised the need to take proactive measures against cyber threats.

“We need to stay cyber-safe because hackers working behind the scenes are not joking—they work 24/7. For us, staying proactive is essential. With the help of AI, we can stay proactive; it provides information beforehand and even prevents some attacks from reaching us.”

 

 

 

 

 


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Nigeria, Others Confront Flood of Cyber-Attacks

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Check Point, a cyber security company has reported that Nigeria, South Africa, Kenya, and Morocco are seeing targeted cyber-attacks on government, education, and financial institutions.

Nigeria, Others Confront Flood of Cyber-Attacks

In its just released 2024 African Perspectives on Cyber security report, Check Point, said that the cyber security sector is growing by 20-25% annually, fuelled by investments in infrastructure and Artificial Intelligence-driven solutions.

The report said that  South Africa has seen 3,312 attacks on government institutions every week and a 90% increase in ransomware, with cybercrime costing the country nearly 1% of GDP.

Kenya, in East Africa, sees 4,719 attacks on the government sector each week, indicating an urgent need for enhanced defenses.

According to the report, Nigeria sees 4,718 attacks every week, which is one of the highest in Africa.

In a recent incident, the report states that a banking trojan assault affected 100,000 customer accounts, resulting in a $3 million loss.

Morocco is one of Africa’s most targeted countries, with 8,733 attacks on government entities reported each week, the report said.

According to Check Point, the Moroccan government recently faced a state-sponsored cyberattack that compromised classified communications, raising significant national security concerns.

“Organisations in Africa are attacked roughly 3300 times per week, if we look at the global average it is about 1 800, it is almost double the attacks,” said Hendrik de Bruin, head of security consulting at Check Point SADC during the presentation.

Check Point noted that the continent’s GDP is predicted to exceed $4 trillion by 2027, and digital infrastructure has emerged as a key driver of economic growth. However, rapid digitisation has resulted in increased vulnerability.

De Bruin explained: “We are slowly, but surely digitalising our industries, we are digitising our governments, private sectors are digitising themselves, so we have got an expanding digital attack footprint.

“We also have cloud adoption, which is not new, but picking up pace in Africa. That is another way that these attackers are using to gain access to organisations, and we also see a large uptake on cloud specific attacks as well.”

 

 

 

 


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NITDA Alerts Businesses to Rising Ymir Ransomware Threat

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National Information Technology Development Agency (NITDA) has warned organisations about Ymir ransomware, describing it as a highly sophisticated cyber threat targeting corporate networks.

NITDA Alerts Businesses to Rising Ymir Ransomware Threat

In an advisory released yesterday, NITDA outlined the ransomware’s advanced tactics, including memory-based execution designed to evade detection by traditional security tools.

The malware not only encrypts critical data but also exfiltrates sensitive information before encryption, demanding substantial ransoms in cryptocurrency.

“This ransomware is highly advanced and poses a significant threat to organisations, especially those in industries like healthcare, finance, and IT services that handle sensitive data,” NITDA said.

The agency warned that victims face severe operational disruptions, financial losses, and reputational damage. “Ymir’s ability to evade antivirus programs allows attackers to dwell longer in networks, expanding their reach and deepening the damage,” the advisory added.

To counter the threat, the agency urged organisations to take proactive measures, including deploying advanced endpoint detection and response solutions, updating all systems and applications with the latest security patches, and segmenting critical systems into separate network zones.

“Implementing multi-factor authentication across critical systems is crucial to preventing unauthorized access, especially for administrative accounts,” NITDA noted.

The agency also stressed the importance of a robust backup strategy. “Organisations should regularly test their backups for integrity and ensure offline copies are securely stored to avoid total data loss in the event of an attack,” it said.

NITDA emphasised the need for organisations to prioritise cybersecurity in light of evolving threats like Ymir ransomware. It encouraged businesses to seek expert guidance to strengthen their defenses against such attacks.


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