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Transforming Customer Support to Lower Costs: A Priority for African Operators

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Nordics

Affordable pricing is now the biggest challenge to the growth of Africa’s digital economy

STOCKHOLM, Sweden, November 7, 2022/APO Group/ — 

SUBTONOMY (https://www.Subtonomy.com/), the leading Network Experience Platform provider in the Nordics, has announced it will be showcasing how African operators can vastly improve customer service without increasing their costs at AfricaCom in South Africa (8-10 November 2022).

Increased operational efficiency key to Africa’s digital future

In August 2022, one gigabyte of mobile data cost[1]:

  • USD29.5 in São Tomé and Príncipe
  • USD0.48 in Algeria, Africa’s cheapest data market
  • USD0.04 in Israel, the world’s cheapest data market.

Affordable pricing is now the biggest challenge to the growth of Africa’s digital economy. So why are prices so high? One factor elevating prices is mobile operators’ costs. Operators are being asked to roll out networks more widely, upgrade from 2G to 3G, to 4G and now 5G, and at the same time provide better support for their customers. All while charging a lower cost per megabyte. The only way they can meet these expectations is through increased efficiency throughout their organization. Doing this requires them to scrutinize all their costs – one of the biggest of which is customer service.

Customer support is both a cause of frustration and a big cost

African customers consider service quality to be critical [2] and are more willing than ever to vote with their feet if not satisfied. Operators are therefore challenged to develop innovative strategies to enhance service quality, as well as responsiveness when things go wrong[3].

The good news is there’s considerable scope for both greater efficiency and cost reduction. Research shows, for example, that 47% of customer complaints in South Africa are related to the quality of customer service itself[4], with time-to-resolve one of the biggest causes of frustration. Speeding queuing time, as well as the time taken to resolve queries, alleviates customer frustration, reduces costs, makes staff more productive and avoids customer churn. The question is how to increase efficiency while also minimizing the cost and disruption associated with change?

By reusing data sources they already have, operators can quickly and cost-effectively transform their technical customer support

Learning from others’ experience will turbo-charge customer support efficiency

Other mobile-first economies have already been down the path of optimizing digital customer support, meaning that African operators can benefit from their experience to accelerate change in their own customer support organizations. In the Nordics, for example, digital customer support provision is both efficient and effective at keeping customers happy and more engaged. This has resulted in operators experiencing 20% fewer calls to their contact centres, 47% reductions in the time taken to resolve a customer query, and 60% reductions in escalations[5]. All of which reduce costs.

Change doesn’t have to come at great cost

With the need to keep costs and disruption to a minimum, African operators can benefit immediately from the approach taken by Subtonomy, an expert provider of digital customer support applications. By re-using existing data sources – including passive probes (eg Amdocs, Anritsu, Commprove, Empirix, Exfo, Polystar, Radcom, Tektronix, Teoco or Viavi, Tektronix), BSS and OSS, cell data and device data – Subtonomy enables operators to deliver a 360o real-time view of actual customer experience quickly[6] and at low cost. This empowers them to provide fast, efficient digital support 24/7.

“By reusing data sources they already have, operators can quickly and cost-effectively transform their technical customer support. Our solution not only future proofs them against further change but also enables them to squeeze more value out of what they already have – such as legacy probes and BSS/OSS solutions.” Andreas Jörbeck, CEO and co-founder of Subtonomy.

To find out how operators in the Nordics have delivered increased efficiency and better customer support, operators are invited to meet with Subtonomy at AfricaCom 2022. Book a meeting here: APO Group rep (malika.bouayad@apo-opa.com).


[1]Statista 1 August 2022.

[2]Ngwenya, M., 2017. Analysing service quality using customer expectations and perceptions in the South African telecommunication industry. In: 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) pp. 1094-1097

[3]Mpwanya, M. F., 2019. An empirical examination of the overall customer satisfaction with the service delivery of mobile network operators in South Africa. Global Business Review, pp. 1-17. (https://bit.ly/3FPTKGB)

[4]BrandsEye (2019) revealed that 47% of complaints in South Africa were about the quality of customer service. Complaints related to the operator’s turnaround time (37%), and failure to attend to social media queries (44%).

[5]Subtonomy customers in the Nordics have shown remarkable improvements to their customer support efficiency. By increasing efficient support for digital self-service they have seen 20% fewer calls to the contact center, a 47% reduction in average handling time (the time taken by an agent to resolve the query) and 60% fewer escalations (the need to handover to more experienced or technical support staff). In fact 75% of queries are being automated via digital support channels. All of this substantially increases the efficiency while reducing the cost of customer support.

[6]Typically, Subtonomy’s platform and applications can be implemented in as little as 3-4 months.

Distributed by APO Group on behalf of Subtonomy.

Business

What Angola’s Oil Reform Story Can Teach Libya’s Next Phase of Growth

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African Energy Chamber

As Libya builds on its production recovery, “Crude Oil: Power, Turnaround and Transformation in Angola” highlights how regulatory reform and policy certainty can help translate resource wealth into long-term upstream investment

CAPE TOWN, South Africa, July 3, 2026/APO Group/ –Libya’s upstream sector has staged a remarkable operational recovery, with crude production reaching approximately 1.5 million barrels per day (bpd) – its highest level in more than a decade. As the country works to sustain this momentum, strengthening the investment environment will be just as important as increasing output to attract long-term upstream capital.

 

While Angola and Libya have distinct political and institutional landscapes, both rank among Africa’s leading hydrocarbon producers with significant resource potential. In Crude Oil: Power, Turnaround and Transformation in Angola, NJ Ayuk, Executive Chairman of the African Energy Chamber, examines how Angola strengthened its investment climate through a series of regulatory reforms. Although focused on Angola, the book offers valuable insights into how policy certainty can complement geological potential in attracting investment.

A defining moment in Angola’s upstream transformation came in 2019, when the country separated Sonangol’s commercial responsibilities from regulatory oversight through the establishment of the National Oil, Gas and Biofuels Agency (ANPG). The reform streamlined decision-making, improved transparency and helped reinforce investor confidence, supporting an upstream investment pipeline expected to exceed $60 billion between 2025 and 2030.

Geology alone does not attract investment

As Libya continues advancing its upstream sector, experiences from markets such as Angola illustrate how clear institutional frameworks can strengthen investor confidence and support project development over the long term. Building on recent production gains, continued efforts to enhance regulatory clarity and streamline investment processes could further reinforce Libya’s position as a leading destination for upstream capital.

Angola also introduced a permanent offer licensing mechanism, allowing companies to negotiate available acreage outside traditional bid rounds. The approach has provided greater flexibility for investors while ensuring opportunities remain available beyond periodic licensing rounds. As Libya re-engages international investors through its renewed licensing program, flexible mechanisms that encourage continuous investment could help broaden participation over time.

Beyond licensing reform, Angola introduced policies to extend production from mature offshore assets while implementing dedicated natural gas legislation that supported new discoveries, including Gajajeira-01 gas exploration well, and accelerated gas commercialization through greater regulatory clarity and clearly defined investor rights.

Libya likewise possesses substantial undeveloped oil and gas resources. As the country advances future upstream developments, predictable frameworks for brownfield redevelopment, marginal fields and gas monetization could help unlock additional investment while supporting domestic energy security and long-term production growth.

“Geology alone does not attract investment. Investors commit capital where regulation is predictable, contracts are respected and governments compete for long-term partnerships. Angola’s experience shows that reform is not about giving resources away – it is about creating the confidence that allows capital to develop them,” says Ayuk.

Libya’s production recovery demonstrates the resilience and potential of its energy sector. As the country looks toward its next phase of growth, Angola’s experience underscores how regulatory reform and policy certainty can complement resource wealth, helping translate production gains into sustained investment and long-term sector development.

Distributed by APO Group on behalf of African Energy Chamber.

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Energy

Libya Energy & Economic Summit: Over $20B in Deals Highlight Renewed Global Confidence

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Etu Energias

The annual Libya Energy & Economic Summit drives multi-billion-dollar oil, gas and renewable deals, fostering international partnerships to expand Libya’s energy infrastructure and investment pipeline

TRIPOLI, Libya, July 3, 2026/APO Group/ –The Libya Energy & Economic Summit (LEES) has established itself as Libya’s premier gateway for upstream capital, consistently unlocking multi-billion-dollar oil, gas and renewable energy agreements since its 2021 launch in Tripoli. The summit has become a central mechanism for turning policy momentum into bankable energy projects.

 

The upcoming 2027 edition of LEES will build directly on this trajectory, expanding Libya’s investment pipeline across hydrocarbons, renewables and infrastructure while deepening international participation following record deal activity in 2026.

In 2026, the fourth edition of LEES delivered its most significant upstream package to date: a $20 billion, 25-year Waha Concession amendment between Libya’s National Oil Corporation (NOC) and TotalEnergies alongside ConocoPhillips. The agreement targets a production increase to 850,000 barrels per day through redevelopment of mature assets including North Zella and NC-98, fully financed through foreign capital under an enhanced recovery and infrastructure upgrade framework.

https://apo-opa.co/3QZPuw6

At LEES 2026, NOC Chairman Masoud Suleman signed a MoU with Chevron to evaluate oil and gas exploration opportunities, field development and enhanced recovery initiatives, later expanding cooperation to assess unconventional resources across the Sirte, Murzuq and Ghadames basins. Suleman also oversaw a letter of intent between NOC subsidiary NAGECO and TGS to expand multi-client seismic acquisition programs and generate high-resolution subsurface data supporting future licensing rounds and exploratory drilling.

At the government level, Minister of Oil and Gas Dr. Khalifa Abdulsadek formalized a Libya-Egypt petroleum cooperation MoU aimed at strengthening technical collaboration, infrastructure development and capacity building across the oil, gas and mining sectors. During the summit, the Libyan Council for Oil, gas and Renewable Energy signed a strategic partnership with Business France focused on expanding private-sector participation and supporting Libyan SMEs.

https://apo-opa.co/4eUoPZP

LEES has become the decisive platform for converting Libya’s energy potential into structured, bankable investment opportunities across hydrocarbons and renewables

The 2024 edition of LEES acted as a platform for advancing projects already under development, most notably showcasing progress on TotalEnergies’ 500 MW Sadada solar PV project with the General Electricity Company of Libya (GECOL), first announced during the inaugural 2021 summit. The project remains a cornerstone of Libya’s renewable energy strategy, supporting grid stabilization and diversification away from oil-dependent power generation in partnership with the Renewable Energy Authority of Libya.

https://apo-opa.co/4vbja7A

Beyond solar, 2024 also formalized Libya’s international upstream reopening through the launch of a national licensing round, drawing qualified interest from majors including Eni, Repsol and BGN Energy. Additional outcomes included exploratory discussions on a Malta-Libya undersea renewable energy interconnector, designed to evaluate cross-Mediterranean power exchange potential and long-term grid export opportunities, reinforcing Libya’s positioning as both a hydrocarbons exporter and emerging regional energy hub.

https://apo-opa.co/445y1Wh

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The inaugural LEES 2021 marked Libya’s reintegration into global energy investment flows after a prolonged hiatus, featuring the announcement of TotalEnergies’ 500 MW solar partnership with GECOL and parallel gas-flaring reduction initiatives across western oilfields. Infrastructure-focused agreements, including upgrades linked to the Misrata Free Zone, further supported logistics and export capacity expansion. Initial discussions involving ConocoPhillips, Hess Corporation and other international operators laid the groundwork for subsequent upstream rehabilitation efforts and the wave of large-scale investments that would follow in later editions of the summit.

https://apo-opa.co/4wo8gMX

“LEES has become the decisive platform for converting Libya’s energy potential into structured, bankable investment opportunities across hydrocarbons and renewables,” says James Chester, CEO, Energy Capital & Power. “The 2027 edition will build on this momentum, further accelerating international capital inflows and long-term sector partnerships.”

Join industry leaders at the Libya Energy & Economic Summit 2027 in Tripoli and explore investment opportunities in one of Africa’s most dynamic energy markets. LEES 2027 offers a premier platform for partnerships, innovation and sector growth. Visit www.LibyaSummit.com to secure your participation. To sponsor or participate as a delegate, please contact sales@energycapitalpower.com.

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

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Energy

Société Nationale des Pétroles du Congo’s (SNPC) Maixent Raoul Ominga to Receive Lifetime Achievement Award at African Energy Week (AEW) 2026

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The award recognizes decades of leadership by the SNPC Director General in shaping the company’s growth and investment strategy, while strengthening the Republic of Congo’s position in Africa’s energy landscape

CAPE TOWN, South Africa, July 2, 2026/APO Group/ –Maixent Raoul Ominga, Director General of Société Nationale des Pétroles du Congo (SNPC), has been named the recipient of the Lifetime Achievement Award at African Energy Week (AEW) 2026. The honor recognizes more than two decades of service to Congo’s national oil company and a leadership career that has helped transform SNPC into a stronger, more diversified and increasingly influential energy company.

The Lifetime Achievement Award is the highest distinction presented during the African Energy Awards, held annually as part of AEW. The non-voting category recognizes individuals whose careers have left a lasting mark on Africa’s energy industry through sustained leadership, institutional development, investment promotion and contributions to regional cooperation.

Few leaders know SNPC as intimately as Ominga. Joining the company in 2001 in the finance and accounting department, he steadily rose through the ranks before being appointed Director General in 2018. Reappointed in 2022 and again in 2025 following the adoption of SNPC’s revised corporate statutes, his continued tenure reflects sustained confidence in a leadership style centered on long-term institutional growth, operational discipline and continuity.

Maixent Raoul Ominga represents the kind of steady, visionary leadership that has helped transform SNPC into a more resilient and forward-looking national oil company

Under Ominga’s leadership, SNPC has evolved from a traditional national oil company into a broader energy player with an expanding upstream portfolio and growing regional profile. The company continues to hold interests in many of the Republic of Congo’s largest producing assets while participating in new discoveries that have reinforced the country’s long-term exploration potential.

A defining feature of Ominga’s tenure has been a strategic shift toward long-term value creation through gas monetization. Under his direction, SNPC has played a central role in supporting the Congo LNG project, helping position the Republic of Congo among Africa’s emerging LNG exporters and accelerating the country’s transition toward large-scale gas development.

Institutional transformation has been equally central to his leadership. Ominga has overseen organizational restructuring, strengthened corporate governance and placed greater emphasis on operational performance, while steering SNPC toward increased use of domestic capital markets to reduce reliance on international lenders and strengthen local financial capacity. He has also prioritized workforce development, greater gender inclusion in leadership and the development of internal capabilities supporting gas and new energy initiatives.

His influence has extended well beyond SNPC. A longstanding advocate for stronger collaboration among Africa’s national oil companies, Ominga has consistently promoted regional partnerships, African financing solutions and energy sovereignty as essential to unlocking the continent’s long-term investment potential. This vision has helped elevate both SNPC’s regional profile and the Republic of Congo’s role in Africa’s evolving energy landscape.

Ominga’s leadership has also been recognized beyond the energy sector. In 2026, he was awarded the Gold Medal of the Ligue universelle du bien public, recognizing his leadership, commitment to the public good and contributions to economic and social development. The distinction reflects a leadership philosophy that extends beyond commercial performance, emphasizing institution-building, human capital development and the role of energy in supporting national progress.

“Maixent Raoul Ominga represents the kind of steady, visionary leadership that has helped transform SNPC into a more resilient and forward-looking national oil company,” said NJ Ayuk, Executive Chairman of the African Energy Chamber. “His commitment to building local capacity, strengthening governance and positioning Congo’s energy sector for the future makes him a deserving recipient of this year’s Lifetime Achievement Award. We congratulate him on this well-earned recognition.”

Distributed by APO Group on behalf of African Energy Chamber.

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