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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.

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Tamchy Special Financial Investment Territory on Issyk-Kul Launched in Kyrgyzstan

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By 2035, Tamchy aims to attract around 4,000 resident companies and create over 10,000 jobs. The expected contribution of Tamchy to the country’s economy between 2026 and 2035 is estimated at $20 bn

TAMCHY, Kyrgyzstan, July 4, 2026/APO Group/ –The President of the Kyrgyz Republic, Sadyr Japarov, has inaugurated the Tamchy Special Financial Investment Territory (SFIT) (www.TamchySFIT.com), a new international jurisdiction on the shores of alpine Lake Issyk-Kul. The first residents of Tamchy, who joined during the launch ceremony, were companies from South Korea, the UAE, Hong Kong, Switzerland and Kazakhstan. Twenty companies from across the globe are in the process of establishing residency at Tamchy SFIT.

 

The ceremony culminated with President Japarov symbolically activating a geotag-shaped switch, thus putting Tamchy SFIT, quite literally, on the global financial map.

Changes in the global economy are driving demand for new centers of business activity where international standards are supported by true freedom of innovation and long-term investment. Tamchy SFIT is our national project and our response to the needs of international businesses. We are building a financial center from scratch — with an independent court, a modern regulator, and rules that won’t change with shifting trends.I have no doubt that Tamchy SFIT will open a new chapter in the history of Kyrgyzstan,” said President Japarov.

Operating on the principles of English common law, Tamchy SFIT has its own financial regulator, an International Dispute Resolution Centre, and a single-window digital registrar. A special tax regime guarantees a 0% rate of tax on profits, dividends, capital gains, and VAT for 49 years and allows 100% foreign ownership and unrestricted profit repatriation.

 

Covering an area of about 6,000 ha, Tamchy SFIT can already boast a fully operational business center, while hotels and residential buildings are under construction. Issyk-Kul International Airport is within walking distance.

Tamchy SFIT is our national project and our response to the needs of international businesses

 

Great financial centres are built by understanding what international capital and businesses require. Tamchy SFIT offers exactly that — a trusted, flexible, and investor-ready platform for businesses seeking sustainable growth. Benchmarked to international gold standards, grounded in English common law, and positioned at the intersection of five EAEU economies and the Eurasian corridor, it offers a jurisdiction that is neutral, independent, and built to last,” said Ali Ijaz Ahmad, First Deputy Chairman of the Tamchy SFIT Management Council.

 

One of the first executives who decided to set up in Tamchy SFIT was Seo Dong Hyun, CEO of Serim.

 

“Over the past thirty years of investing in the semiconductor industry, high technology, and energy, I have come to appreciate that legal certainty and trust in the regulatory system are the foundation of long-term investment. These are the very principles on which the Tamchy SFIT was established. What is particularly remarkable is that a project of this scale was delivered in just one year—faster than in any other jurisdiction I know. Today, I registered my family holding company here. For me, this is not an investment for years, but for generations,” he said.

 

By 2035, Tamchy aims to attract around 4,000 resident companies and create over 10,000 jobs. The expected contribution of Tamchy to the country’s economy between 2026 and 2035 is estimated at $20 bn.

Distributed by APO Group on behalf of The Tamchy Special Financial Investment Territory (SFIT).

 

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African Trade & Investment Development Insurance (ATIDI) Marks 25 Years of impact at its 2026 Annual General Meeting

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The 2026 gathering also marks a significant milestone in ATIDI’s history, celebrating 25 years since the organisation’s establishment and recognising a quarter century of supporting trade, investment and economic transformation across Africa

NAIROBI, Kenya, July 6, 2026/APO Group/ –The African Trade & Investment Development Insurance (ATIDI) (www.ATIDI.Africa) will convene its 26th Annual General Meeting (AGM) in Nairobi, Kenya, from 30 June to 3 July 2026, bringing together heads of state, government officials, investors, development finance institutions and private sector leaders from across Africa and beyond.

 

Held under the theme “Empowering Africa: Risk Managed, Growth Unlocked”, the AGM comes at a pivotal moment for the continent as African institutions seek to mobilise greater levels of investment, strengthen economic resilience and accelerate sustainable development.

 

The 2026 gathering also marks a significant milestone in ATIDI’s history, celebrating 25 years since the organisation’s establishment and recognising a quarter century of supporting trade, investment and economic transformation across Africa.

 

Hosted by the Government of Kenya, the event will provide a platform for high-level dialogue on the future of African development finance, bringing together leaders from across the public and private sectors to explore how innovative financing, risk mitigation solutions and stronger African institutions can unlock investment and accelerate growth across the continent.

 

A central feature of the programme will be the Leaders’ Panel, which will examine how Africa can build a more resilient and self-sustaining development finance ecosystem in response to shifting global capital flows, rising debt pressures and growing demand for infrastructure and industrial investment.

 

Bringing together senior political leaders, development finance institutions and trade and investment organisations, the discussion will explore how governments, regional institutions and multilateral partners can work together to mobilise domestic and international capital, reduce the cost of financing and support investment in the sectors that will define Africa’s next phase of development, including energy, manufacturing, SMEs and green infrastructure.

This is a good opportunity to celebrate 25 years of delivering African solutions to African challenges

 

The Opening Ceremony will feature addresses from senior government officials and ATIDI leadership, including Professor Kelly Mua Kingsly, Chairman of the Board of Directors, and Manuel Moses, Chief Executive Officer of ATIDI. Delegates will also hear from senior representatives of the Government of Kenya, including Cabinet Secretaries responsible for finance, trade and investment.

 

As part of the celebrations marking ATIDI’s 25th anniversary, the programme will recognise the institution’s founding members and reflect on the organisation’s evolution over the past quarter century. Since its establishment, ATIDI has facilitated over USD93 billion in critical economic sectors across Africa.

 

Alongside the policy discussions, the AGM will place a strong emphasis on investment promotion and business development. The Investor Showcase will bring together representatives from government, commercial banks, multilateral development banks and the private sector to highlight investment opportunities and strengthen engagement between investors and African markets.

 

The programme will also include a series of curated Business-to-Business (B2B) and Business-to-Government (B2G) meetings designed to connect investors, businesses and public sector stakeholders, helping to facilitate partnerships, unlock opportunities and support long-term economic growth.

 

Professor Kelly Mua Kingsly, Chairman of the Board of Directors, ATIDI, said: “This is a good opportunity to celebrate 25 years of delivering African solutions to African challenges. As the continent seeks to mobilise greater levels of investment and accelerate development, African institutions have an increasingly important role to play. This AGM will bring together leaders from across the continent and beyond to explore how partnerships, innovation and risk mitigation can help unlock the capital needed to support Africa’s future.”

 

Manuel Moses, Chief Executive Officer of ATIDI, said: “African Solutions for Africa reflects our belief that the continent’s development ambitions will be achieved through strong institutions, innovative thinking and effective collaboration. This AGM provides a unique opportunity for policymakers, investors and development partners to come together and discuss practical solutions that can help mobilise investment at scale, strengthen resilience and support sustainable economic transformation across Africa

Distributed by APO Group on behalf of African Trade and Investment Development Insurance (ATIDI).

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Ghana, Seychelles and São Tomé to Spotlight Energy Investment Pipelines at Power Africa Today 2026

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Energy ministers from Ghana, Seychelles and São Tomé and Príncipe will outline national power sector investment pipelines spanning generation, grids, renewables and supporting infrastructure at Power Africa Today during AEW 2026

CAPE TOWN , South Africa, July 6, 2026/APO Group/ –Ghana, Seychelles and São Tomé and Príncipe are advancing distinct but converging energy transition pathways, as governments shift from policy design to execution-ready infrastructure and investable project pipelines. These national strategies will be presented at the Power Africa Today conference during African Energy Week (AEW) 2026 in Cape Town from October 12–16.

 

At the center of the dialogue, Ghana’s Minister of Energy and Green Transition, Dr. John Abdulai Jinapor; Seychelles’ Minister for Environment, Climate, Energy and Natural Resources, Marie-May Jeremie; and São Tomé and Príncipe’s Minister of Infrastructure and Natural Resources, Nelson Cardoso, will outline how their respective countries are mobilizing investment across hydrocarbons, renewables and infrastructure.

In Ghana, the delivery of Jubilee crude to the Sentuo Oil Refinery in Tema marks an early step toward strengthening domestic refining capacity and reducing import dependence, supporting broader energy security and industrial fuel supply. This downstream integration is being complemented by an upstream recovery program anchored by a $3.5 billion investment drive, including a $1.5 billion agreement with Eni and a $2 billion framework with Jubilee Partners aimed at stabilizing production and ensuring reliable hydrocarbon supply for both export revenues and domestic energy needs, including gas-to-power development.

Investors are responding in kind, backing clearly structured, bankable energy projects that are ready to deliver impact at scale

At the same time, Ghana is addressing structural grid challenges through a $182 million efficiency and transmission upgrade program led by the Electricity Company of Ghana, alongside tariff adjustments aimed at stabilizing the power sector. Together, these reforms reflect a broader strategy that integrates upstream recovery, downstream expansion and grid reform within a just transition framework focused on industrialisation and job creation.

Seychelles is advancing a small-island energy transition model anchored in its Renewable Energy Accelerated Program, targeting 15% renewable penetration by 2030 through grid modernization and de-risked investment structures. Complementary reforms within the Public Utilities Corporation, including upgrades to the Roche Caiman generation facility, support broader efforts to strengthen energy resilience and diversify the island economy through blue economy initiatives.

In São Tomé and Príncipe, macroeconomic stabilization under an IMF Extended Credit Facility is enabling a more structured infrastructure investment environment. This is being reinforced by a $24.5 million African Development Bank grant, part of a broader clean energy investment package aimed at accelerating the country’s transition from diesel-based generation toward renewable energy and improved grid reliability. Recent renewable integration efforts, including small-scale solar deployment and hybrid generation systems, are supporting grid stability as the country works to reduce reliance on imported fuels and strengthen system performance.

Alongside a €72 million AfDB-supported portfolio, planned hydroelectric concessions along the Adabe River and solar development at Água Casada are being structured to attract private capital through de-risked public-private partnership frameworks, supporting efforts to expand reliable electricity access and build a more resilient power system.

“Across Africa, governments are moving decisively from policy design to implementation, turning ambition into execution on the ground,” says NJ Ayuk, Executive Chairman of the African Energy Chamber. “Investors are responding in kind, backing clearly structured, bankable energy projects that are ready to deliver impact at scale. The Power Africa Today conference at AEW 2026 reflects this shift, bringing together governments and investors focused on moving projects from concept to execution.”

As African energy markets continue shifting from policy ambition toward execution-driven, investable project pipelines, Power Africa Today at  AEW 2026 will provide a platform for governments and investors to engage directly on strategies that can accelerate project delivery and unlock new capital flows across the continent.

Distributed by APO Group on behalf of African Energy Chamber.

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