Telecom
Salesforce Introduces AI-Powered Billing Support for Communications Service Providers

Salesforce unveiled at Mobile World Congress Barcelona 2024, Billing Inquiry Manager, a new innovation for Communications Cloud. It brings the power of generative AI to communications service providers (CSPs), helping service agents provide personalized, proactive customer support and resolve billing issues faster.
Significance: Billing, pricing, and payment issues top the list of customer complaints in an industry struggling with low customer satisfaction and high customer churn, and where billing discussions are one of the most common customer touchpoints.
What’s new: Salesforce’s Billing Inquiry Manager gives CSP service agents an enhanced view of a customer’s data, including billing information and payment history, along with AI-powered insights that help them resolve customer issues fast and improve customer satisfaction.
Billing Inquiry Manager is built on the Einstein 1 Platform: Salesforce’s trusted customer platform helps organizations safely take advantage of their data to create better customer experiences and enhance employee productivity with AI.
Innovation in action: Service agents can access Billing Inquiry Manager right from the Communications Cloud Service Console, where they can use AI insights from Einstein to reveal key anomalies on a customer’s account, including new charges, changes in network usage, or a declined payment.
Service agents can then tap generative AI to create succinct billing summaries and an analysis of billing trends. With this information, agents can then quickly determine the best next step to take to resolve the customer’s issue, including how they might be able to reduce their bill in the future.
Salesforce perspective: Linda Saunders, Salesforce Director Solutions Engineering Africa, shared insights on Salesforce’s AI innovation for the communications industry:
“The extremely competitive nature of the communications industry makes great customer experiences uniquely important. AI innovations like Billing Inquiry Manager make it possible for service agents to do their jobs better and faster. By enhancing agent productivity and providing better customer experiences with AI, CSPs can gain an edge in the market.”
“We are focused on arming CSPs with AI innovations that will provide tangible, immediate benefits in high-priority areas like increasing efficiency, improving customer satisfaction, and reducing time to serve. And trust is really what makes AI deployable and scalable, making Salesforce uniquely positioned to help CSPs revolutionise their businesses.”
Telecom
Apple Faces €150M Fine in France Over Alleged Antitrust Violations

French antitrust regulators have fined Apple 150 million euros ($162 million) over its App Tracking Transparency (ATT) feature, which is facing scrutiny in multiple European countries.
The French Competition Authority ruled that Apple’s implementation of ATT was “neither necessary nor proportionate to the company’s stated goal to protect user data” and unfairly penalized third-party publishers.
Alongside the financial penalty, Apple has been ordered to publish the decision on its website for seven days. The ruling comes amid ongoing investigations in Germany, Italy, Romania, and Poland into ATT, which Apple introduced in 2021 as a privacy safeguard.
ATT requires apps to obtain explicit user consent via a pop-up before tracking activity across other apps and websites. If users decline, the app loses access to their advertising identifier, limiting targeted advertising. Critics argue that the system disproportionately benefits Apple by restricting competitors while promoting its own advertising services.
The French watchdog found that ATT forces users to navigate excessive consent windows for third-party apps on iPhones and iPads, making the process unnecessarily complicated.
Additionally, Apple’s system requires users to opt out of ad tracking twice rather than once, which the authority said undermines the feature’s neutrality and causes economic harm to app publishers and ad service providers.
The ruling emphasized that smaller publishers, which rely heavily on third-party data collection for revenue, are particularly affected.
The French regulator initially declined to impose emergency measures in 2021 after complaints from the advertising industry, but continued its investigation, ultimately leading to Monday’s decision.
Telecom
Cassava and Microsoft Boost Youth Employment in Green Tech

Pan-African technology company Cassava Technologies, in a strategic collaboration with Microsoft, has launched a community engagement initiative focused on South Africa.
Through this initiative, the two organisations will establish training hubs for youth in the local communities that will help spur employment opportunities in the renewable energy industry.
By prioritising renewable energy skills development, energy efficiency, and community microgrids, the initiative will empower the next generation to lead in the transition to clean energy. Activities will be focused in Johannesburg and Cape Town, where Cassava and Microsoft operate.
The project’s training hubs will play a vital role in equipping Africa’s women and youth with the skills they need to thrive in the renewable energy industry and ensure that the benefits of the energy transition are realised by all.
Cassava Technologies, through its renewable energy company and co-location companies, will be a key player in this collaboration. Their local renewable energy expertise will ensure that the initiative delivers tangible benefits linked to clean energy jobs and projects to the communities that are involved.
Through this initiative, Cassava and Microsoft are supporting community engagement and sustainable development in the region and across the continent, which lays the groundwork for expansion into other African markets.
Finhai Munzara, Chief Corporate Development Officer of Cassava Technologies, said, “We are honoured to collaborate with Microsoft on this project, which ensures that we bring all Africans along as we transition to a digitally connected future using sustainable energy. By leveraging our technological expertise, on-the-ground experience, and Microsoft’s global reach, we are poised to make a lasting, positive impact on South African communities.”
“We are pleased to work with Cassava to support climate initiatives in South Africa that enhance local communities, ensuring that those all have the tools to thrive,” said Markus Swart, Director of Data Centre Operations in South Africa at Microsoft.
Telecom
MTN, Lynk Global Make Africa’s First Satellite-to-Mobile Call

MTN South Africa, in partnership with Lynk Global, has successfully conducted Africa’s first satellite-to-mobile phone call touted as a groundbreaking development.
This historic trial, conducted in Vryburg, North West province, marks a major step toward bridging connectivity gaps in underserved and rural regions across the continent.
The test involved making a voice call using a standard smartphone connected via a low-Earth orbit (LEO) satellite.
This innovative approach eliminates the need for traditional network infrastructure, providing a viable solution for remote areas with limited or no mobile coverage.
According to Charles Molapisi, CEO of MTN South Africa, this initiative aligns with the company’s broader strategy to extend network coverage to hard-to-reach areas.
“This achievement demonstrates our commitment to leveraging cutting-edge technology to ensure connectivity for all, regardless of location,” Molapisi stated.
The trial also assessed SMS capabilities over the LEO satellite connection, proving the technology’s potential for widespread application.
With successful implementation, satellite-to-mobile communication could revolutionise telecommunications in Africa, enabling digital inclusion and economic opportunities in regions previously disconnected from mainstream networks.
This milestone underscores the growing role of satellite technology in Africa’s telecommunications landscape.
By integrating satellite solutions with existing mobile networks, MTN and Lynk Global aim to provide seamless connectivity that overcomes traditional infrastructure challenges.
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