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99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience

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Chat with Customers

Clickatell’s new Chat Commerce Trends Report finds 88% of CX leaders agree that using chat channels for payments will help meet revenue goals

CALIFORNIA, United States of America, March 31, 2022/ — Clickatell (www.Clickatell.com), CPaaS innovator and Chat Commerce leader, launches its latest Chat Commerce Trends Report (https://bit.ly/3uFDQaH), revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth for their businesses.

Customer service teams are increasingly responsible for revenue with 81% saying they are compensated based on performance and sales within their teams. These executives are facing challenges in achieving results with 95% saying there are technology or process challenges in their departments hindering success. Notably, 43% said their customers find their payment technology hard to use, and 41% said reporting and analysis is disjointed.

“Revenue-generating responsibilities of customer service departments have significantly increased, while many of their technical capabilities have remained the same,” said Pieter de Villiers, Co-Founder and CEO at Clickatell. “With rising revenue expectations should also come the tools and investments that help customer service departments meet them. Chat Commerce, providing seamless and secure engagement and transactions allows representatives to support customers along their entire path to purchase, while also encouraging the opportunity for increased sales.”

Customer service executives trust chat for sales and payments

Overwhelmingly, (96%) of customer service teams in these revenue producing departments are responsible for taking payments from their customers, and yet, more than half still use antiquated processes, such as sending a bill or invoice (60%) or taking credit cards (53%). 97% of leaders agree customer service teams would benefit by using chat-to-pay technology and nearly half (48%) of organizations that don’t currently accept chat payments plan to do so in the future. Additionally, 88% of leaders agree that using chat channels for payments will help meet revenue goals; 97% said that chat payment investments pay for themselves.

WhatsApp, Google Chat and Facebook Messenger are the chat apps most used by customer service teams:

  • WhatsApp (47%)
  • Google Chat (40%)
  • Facebook Messenger (31%)
  • Instagram Chat (30%)
  • Apple Messages (23%)
  • WeChat (23%)
  • Telegram (21%)
  • Discord (15%)
  • Snapchat (15%)
  • Line (6%)
  • Viber (5%)
  • Signal (5%)

99% surveyed find a significant number of benefits when using chat with customers including the following:

  • Faster response times
  • Simple and easy for customers
  • Improved customer satisfaction
  • Increased customer engagement
  • Convenience for customers
  • Reduced call center costs
  • Stronger customer relationships
  • Improved agent efficiency
  • Continuation from existing or saved chat history
  • Lower risk of fraud

The survey findings also noted that email (30%) and chat apps (27%) are the most preferred channels for customer service agents, while phone calls (19%) are least preferred.  

Clickatell’s Chat Commerce Trends Report, which is based on a survey of 340+ senior customer service leaders in the U.S., can be viewed here (https://bit.ly/3iM88TB). To learn more about how to implement chat payments, see Clickatell’s Chat 2 Pay product page (https://bit.ly/3uHvK1m) and read how it enables businesses to securely accept payments in chat messaging by sending consumers a payment link.

Distributed by APO Group on behalf of Clickatell.

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Strategic Investments: How Angola Oil & Gas (AOG) Deals are Transforming Angola’s Oil & Gas Industry

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Since its debut in 2019, the Angola Oil & Gas conference has served as a catalyst for industry-changing agreements, driving progress and innovation across the sector

LUANDA, Angola, January 28, 2025/APO Group/ — 

Since its inception in 2019, Angola Oil & Gas (AOG) has evolved from an industry dialogue platform into the country’s premier forum for deal-signing and partnerships. Now recognized as Angola’s largest oil and gas gathering, the event has facilitated investments across the energy value chain while fostering public-private partnerships and cross-border collaboration.

The upcoming 2025 edition of AOG, set to be launched at a reception event in Luanda on January 28, aims to continue this trajectory of growth. With an intensified focus on deal-making, the event seeks to connect capital to projects, drive collaboration and catalyze a new era of industry expansion in Angola. Below is an overview of previous deals signed at the last five editions of the AOG conference: 

AOG 2024: Coordinating Cross-Border Development

The latest edition of the AOG conference – held in Luanda in 2024 – featured five deals, signed by a suite of private companies and regional governments. Angola’s Ministry of Mineral Resources, Petroleum and Gas signed new terms for the development of Block 14 with the Democratic Republic of Congo’s (DRC) Ministry of Hydrocarbons; the respective finance ministries of Angola and the DRC signed a cooperation agreement; while Angola’s upstream regulator the National Oil, Gas & Biofuels Agency (ANPG) and its Mozambican counterpart the National Petroleum Institute signed a deal for the development of joint projects. Sonangol, Conjuncta, CWP and Gauff signed a green hydrogen deal, while Famar and Angobetumes signed an MoU for fuel storage management.

AOG 2023: Advancing Industry Cooperation

A record seven deals were signed during AOG 2023, improving collaboration across the upstream, downstream and knowledge sharing segments. Azule Energy and Sonangol signed a deal to collaborate on decarbonizing the oil and gas sector; Ambipar and Kini Energias signed a partnership agreement for the installation of an industrial unit for the assembly and testing of waste suction equipment; Etu Energias signed a Technical Services Agreement with SLB for works related to Block 2/5; and an MoU was signed between Protteja Seguros and Petromar, outlining a business partnership. Additionally, the ANPG signed agreements with three Angolan universities – Universidade Agostinho Neto, the Catholic University of Angola and Instituto Superior Pliténico de Tecnologias e Ciências – to establish a cooperation program to provide technical support for energy development in Angola. 

AOG 2022: Boosting Regional Ties

Three deals were signed during the 2022 edition of AOG, all of which centered on strengthening regional collaboration in the oil and gas industry. Angola’s Ministry of Mineral Resources, Petroleum and Gas signed an MoU with Namibia’s Ministry of Mines and Energy to enhance bilateral cooperation in the oil and gas sector; an agreement was signed between Equatorial Guinea’s Ministry of Mines and Hydrocarbons and the DRC’s Ministry of Hydrocarbons to strengthen existing synergies across the energy value chain; while the ANPG signed a deal with Sierra Leone’s Petroleum Directorate to establish a shared commitment to promoting and intensifying collaboration across the oil and gas industry. These agreements highlight AOG’s role as a platform for regional actors to bolster cooperation and cross-border ties.

AOG 2021: Attracting Investment in Exploration

Angola’s upstream regulator the ANPG launched the country’s 2021 Bid Round during the AOG event, incentivizing exploration in deepwater Angola. This followed the closing of the 2020 tender for onshore blocks in the Lower Congo and Kwanza basins. The launch also coincided with the announcement of a new open-door mechanism to deal with prospective investors. This system allows for direct negotiation between oil and gas operators and the ANPG, enabling investment outside of the confines of a traditional licensing structure.

AOG 2019: Supporting Infrastructure Development

Five deals were signed during the inaugural AOG conference in 2019, underscoring the event’s role as a platform for collaboration. United Shine and Sonangol signed a partnership agreement for the construction of the Cabinda Refinery; an MoU was signed between NFE International, Angola’s Ministry of Energy and Water Resources, Ministry of Mineral Resources, Petroleum and Gas and Ministry of Finance for the development of an LNG import and regasification terminal; a Commitment Agreement was signed between the ANPG and ExxonMobil for Block 15; while a Heads of Agreement was signed between Sonangol and Eni. Additionally, Sonangol E.P announced Kinetics Technology as the winner of a contract covering the construction of the Gasoline Production Unit for the Luanda Refinery.

Distributed by APO Group on behalf of Energy Capital & Power.

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OMV Discusses Exploration Efforts in Libya’s Sirte Basin, Eyes Strategic Growth

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Berislav Gašo

Berislav Gašo, Member of the Executive Board and Executive Vice President, Energy at OMV, elaborates on the company’s exploration activities in the Sirte Basin and promising outlook for Libya’s oil and gas sector in an exclusive interview with ECP

TRIPOLI, Libya, January 28, 2025/APO Group/ — 

In an exclusive interview with Energy Capital & Power (www.EnergyCapitalPower.com), Berislav Gašo, Member of the Executive Board and Executive Vice President of Energy at OMV, discusses the company’s exploration efforts in the Sirte Basin and shares an optimistic perspective on Libya’s oil and gas sector.

OMV has resumed exploration activities in Libya’s Sirte Basin after a 13-year hiatus, signaling renewed confidence in the country’s oil and gas sector. What key factors led to the decision to resume exploration activities, and what role do you see Libya playing in OMV’s overall upstream strategy moving forward?

Indeed, OMV was among the first international companies to resume exploration activities in the region. Libya plays an important role in OMV’s Energy portfolio with successful exploration efforts being crucial for adding value and bringing in new volumes. A testament to these strong bonds with the country is the spudding of the Essar well in the C103 license within the Sirte Basin, which was the first OMV-operated exploration well drilled in Libya since the 1990s. OMV’s ongoing exploration efforts will be pivotal in generating growth and solidifying our energy business in Libya.

Libya plays an important role in OMV’s Energy portfolio with successful exploration efforts being crucial for adding value and bringing in new volumes

The ESSAR Prospect is a key focus of OMV’s exploration efforts in Libya. What are the main objectives of this campaign, and how do you assess the potential for additional discoveries in the Sirte Basin?

Today, our exploration activities in Libya are mainly focused on the Sirte Basin, where we are an operator, and the Murzuq Basin, where we are a partner. We are currently drilling the Essar well, which will be followed by the Alhilal well within the same license. This infrastructure-led approach leverages the proximity of these wells to existing producing fields, enabling efficient tie-ins to nearby production facilities for rapid additional output. Beside our drilling activities in C103, OMV is also working diligently on maturing leads in our other exploration licenses within the Sirte Basin.

OMV is collaborating with Zueitina Oil Company (ZOC) on the drilling of the B1-106/4 well. Can you discuss the importance of this partnership and how OMV plans to integrate local expertise and resources in the execution of its exploration projects in Libya?

Synergies between ZOC and OMV are a crucial backbone of our drilling activities. OMV’s exploration is carried out by ZOC, as our integrated service provider. By working with a local operator, we can efficiently share drilling rigs between OMV-operated exploration and ZOC-operated development projects in our licenses, resulting in more effective use of the rig utilization. Through this collaboration, OMV benefits from local expertise and fosters a culture of open communication and knowledge transfer. Furthermore, we transmit drilling data to our headquarters in Vienna via real-time data streaming services, where it is processed to ensure safe and efficient operations.

What are your expectations for the broader outlook of Libya’s oil and gas sector over the next few years?

The outlook for the Libyan oil and gas sector in the coming years is promising, driven by the National Oil Corporation’s strategy to increase production. An upcoming bidding round is expected to attract interest and open up new opportunities for exploration and production. Libya’s vast untapped reserves and strategic location make it a major player in the global energy market, but sustained progress will depend on ensuring security, regulatory reforms and investment in infrastructure. Tackling these challenges could spur growth in the sector and increase its contributions to the national economy.

Distributed by APO Group on behalf of Energy Capital & Power.

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The African Energy Chamber (AEC) Joins Suriname Awareness Symposium 2025, Delivers Just Energy Transition Call

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African Energy Chamber

The African Energy Chamber is participating at the Suriname Awareness Symposium 2025 as a strategic partner

PARAMARIBO, Suriname, January 27, 2025/APO Group/ — 

A delegation from the African Energy Chamber (AEC) (https://EnergyChamber.org/), the voice of Africa’s energy sector, led by Executive Chairman NJ Ayuk, participated in the Suriname Awareness Symposium 2025 today. Hosted by Colibri Business Development, Sheriff Consultancy and Alite D’Fam Consultancy under the patronage of Suriname’s Ministry of Foreign Affairs, International Business and International Cooperation, the event brought together Surinamese stakeholders and global partners to explore opportunities within the country’s energy value chain.

During the opening remarks, H.E. Chandrikapersad Santokhi, President of the Republic of Suriname, emphasized the symposium’s role as a platform for meaningful dialogue and collaboration.

“We must ensure what is discussed turns to real life solutions on how can we ensure transparency, accountability and management of energy resources, how oil and gas revenue is invested in education, and how we can balance economic growth with environmental sustainability,” stated H.E Santokhi.

He highlighted the government’s development strategy, centered on four pillars: collaboration, economic diversification, a transformative mindset and dialogue.

Regarding energy diversification, President Santokhi outlined Suriname’s efforts to balance oil, gas and renewable energy sources while integrating investments from the private and public sectors and international partners.

H.E. Albert R. Ramdin, Minister of Foreign Affairs, International Business, and International Cooperation, echoed these sentiments, emphasizing that energy affordability directly impacts national prosperity. He highlighted the importance of diversifying the energy mix to ensure cost-effective energy solutions and drive industrialization.

“Out of the energy transition lies the empowerment of the Suriname people. Sustainability must be anchor in our development strategy,” he remarked.

With oil and gas, Suriname will be able to power its fire plants and industrialize with fertilizers when the sun is not shining or wind not blowing

Ayuk addressed the critical role of Suriname’s oil and gas potential in fostering sustainable development.

“Climate change and energy poverty are interconnected issues. Energy poverty is a human rights challenge, and achieving the United Nations’ Sustainable Development Goals is impossible without addressing it,” Ayuk said.

He urged Suriname to harness its oil and gas resources while diversifying with renewables to achieve industrialization and energy security. Ayuk cautioned against repeating Africa’s mistakes, where abundant resources coexist with widespread energy poverty.

“With oil and gas, Suriname will be able to power its fire plants and industrialize with fertilizers when the sun is not shining or wind not blowing and avoid reliance on foreign aid.”

Ayuk emphasized that Suriname has every right to develop its oil resources to improve the lives of its people. He highlighted Suriname’s unique position as a carbon sink, with extensive aerial forestry, and commended the President for incentivizing TotalEnergies’ production of 230,000 barrels of oil. According to Ayuk, this decision is a crucial step toward resource development, and enables the country to generate revenue to fund future exploration efforts.

He criticized the notion of larger oil-producing nations, which extract millions of barrels daily, discouraging Suriname from utilizing its modest production capacity of 230,000 barrels in the name of climate change. Ayuk stated that both Suriname and Africa must maximize their hydrocarbon resources to support development and economic growth.

He encouraged TotalEnergies, which has already committed $1.5 billion to local content development, to increase its investments further. Ayuk also expressed gratitude to the President of Suriname for fostering a conducive environment that has attracted significant oil and gas investments. Additionally, he called for greater female participation in the energy sector, emphasizing the need for a fair and inclusive energy transition.

Taking place from January 27 – 28 under the theme “The Dawn of a New Era” the symposium aims to attract investments across Suriname’s energy value chain. The country boasts an estimated 2.4 billion barrels of proven oil reserves and 12.5 trillion cubic feet of proven gas. Recent policy reforms, including 10-year tax incentives for development partners, and significant oil and gas discoveries between 2019 and 2022, have drawn major global interest.

Energy giant TotalEnergies announced a $10.5 billion Final Investment Decision for the GranMorgu project in Block 58 in October 2024. ExxonMobil and Malaysia’s Petronas signed a letter of agreement with the government for Block 52, while QatarEnergy partnered with Chevron to acquire a stake in Block 5 and maintains interests in Blocks 64 and 65.

Distributed by APO Group on behalf of African Energy Chamber.

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