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Unified communication and collaboration trends for 2023 (By David Meintjes)

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Omni channel communication

Omni channel communications, as predicted for the past few years, has seen rapid uptake, with businesses using websites and social media channels alongside email and audio

CAPE TOWN, South Africa, January 16, 2023/APO Group/ — 

By David Meintjes, CEO of Telviva (www.Telviva.co.za)

As businesses continue evolving to meet changing customer behaviour, the uptake and investment in cloud unified communications platforms and tools will continue to soar. Businesses are increasingly realising that they must meet customers at a time and digital channel of their choosing, which leads to increased adoption of fully fledged Omni Channel solutions (https://bit.ly/3IRq9hI). This adoption augments two core strategies in most businesses, firstly in enhancing a customer intimacy strategy and extending the lifetime value of a customer and secondly in operational efficiency which enables greater automation and integration with underlying systems.

Microsoft Teams has bedded down as a de facto internal communications tool and video conferencing as the external leg but are well behind with phone deployments. According to BMI research, only one in 25 South African Teams users make use of the phone system. This is mostly due to a higher cost than alternatives as well as a lower feature set. 

Trends that gained the most momentum in 2022

  • There was an increased reliance and need to invest in cloud security. This trend will not slow down, as high-profile breaches make cloud security one of the most important considerations for all businesses.
  • CRM platforms have evolved into fully fledged ERP solutions, with two of the most obvious examples being Salesforce and Zoho. This means that cloud-native systems such as these are going head-to-head with legacy ERP systems such as SAP and Oracle. The main driver of this is that reliance on legacy becomes a handbrake on organisations in that their time to change is too slow for the ever-evolving environment.
  • Omni channel communications, as predicted for the past few years, has seen rapid uptake, with businesses using websites and social media channels alongside email and audio (https://bit.ly/3WemQUN)
  • What started as remote working during the pandemic has shifted into “work from anywhere”. A Steelcase survey found that 87% of employees around the world prefer to work from home for one day a week. Businesses need to plan with this in mind.
  • While automation has long been touted as the biggest trend, it has seen somewhat lacklustre uptake. This is not through any disinterest or a lack of desire, but has everything to do with the underlying infrastructure and systems it relies on not being ready to support automation fully.

Looking ahead – trends for 2023

  • Voice-activated shopping to change the game

Voice-activated shopping has enjoyed huge global growth. Last year, it was expected that its value would increase from $5-billion to a staggering $19,4-billion by next year. Any business that is planning an ecommerce strategy and overlooking this will clearly be missing out on a massive opportunity. Remember, customers want to engage when and where they choose, and voice-activated shopping means they can search for, and buy, products while on the move or performing another task.

Retailers that have kiosks or showrooms in retail centres may well look at installing voice-activated systems for walk-in customers so they don’t have to wait to be helped by a person, or interact with touchscreens in the aftermath of Covid-19. For the ever-digital savvy shopper, this is an appealing channel.

  • Social buying to reach younger shoppers

This trend has been building momentum and is expected to speed up rapidly in the coming year. This is where shoppers can buy through a brand’s own website or through social platforms themselves. Live stream shopping is an interesting trend that is gaining momentum around the world and businesses should consider spending more time investigating and including social buying in their ecommerce strategies.

  • Demand for asynchronous communication to surge

Demand for Asynchronous communication will continue to increase. If we cast our minds back to when we only had email as a means of text communication with customers, it was acceptable to reply the following day. The text generation has ended this. Today, the first five minutes are crucial. If you fail to respond within those golden five minutes, there is a 90% drop-off of engagement. This need to strike while the iron is hot has opened the window for asynchronous communication systems with the ability to respond almost immediately.

  • Silos to fall faster

As noted for 2022, the move of cloud-native CRM systems into fully-fledged ERP solutions is changing the landscape. This may not be the case for some industries, such as manufacturing, but definitely is the case in businesses relying on customer engagement. The cloud-native solutions will replace traditional legacy ERP systems at an increasing pace.

  • Security security security

As noted for 2022, 2023 is no different in that cloud security will continue to be one of the biggest priorities for businesses (https://bit.ly/3WfX0Qd). Cyber criminals and high-profile breaches will keep all providers on their toes to improve and invest in security solutions. Equally, compliance will continue to attract attention due to the large amount of data being harvested. As it stands, there are clear regulations protecting consumers on some channels but not on others.

The regulation will continue to play catch up.

  • A rush to omni channel to meet changing buying behaviours

Omni channel platforms are going to become more sought after as businesses race to keep up with their ever-evolving customers. Omni channel solutions aren’t just for selling, but are crucial in information gathering in the lead-up to the buying decision. This necessitates the seamless integration of email, chat, voice, social media, and more. 2023 will see increased reliance on integrated systems that can interoperate with other cloud solutions.

  • Increased engagement via website

As this new era of communications comes fully into effect, the future uses of API integrations are becoming more clear. Many businesses are embedding pivotal unified communication features in their websites (https://bit.ly/3XbOV05) and applications. API integrations to unified communications will become more sophisticated throughout 2023 and beyond, and will expand as time progresses.

  • Rise of the machines? Not yet

Both the process and automation layers of robot process automation (RPA) will become more integrated with other technologies as end-users and RPA vendors look to build on the basic capabilities of RPA software. The concept of the digital assistant will continue evolving, whether in the form of virtual assistance or actual physical assistants, as seen in restaurants in Japan and other areas, for example. The key here, as mentioned previously, is that this technology relies heavily on the underlying systems.

Machine learning and AI-powered technology has given chatbots greater power than ever before. Currently, it is estimated that chatbots could handle up to 69% of chats from start to finish, but if businesses want to exploit this then they need to ensure that their underlying operation support systems and business support systems can support machine learning and artificial intelligence capabilities. The poor use/deployment of chatbots remains an obstacle to full scale adoption.

Distributed by APO Group on behalf of Telviva.

Business

Nigeria and Senegal Must Follow Ghana and Mozambique Against Exclusionary Practices

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African Energy Chamber

African private sector leaders call for withdrawal from Frontier Energy events that marginalize local talent, championing inclusion, fair contracting and the Alliance model of partnership

JOHANNESBURG, South Africa, April 10, 2026/APO Group/ –The African private sector is raising the alarm over Frontier Energy Network’s policies that systematically exclude African professionals and service providers from meaningful roles in major energy forums. Such exclusionary practices threaten decades of progress in African energy development, including local capacity building, knowledge transfer and economic participation.

Frontier’s approach, framed as a global platform for Africa, is in practice a system that extracts value from the continent while denying Africans the opportunities to lead, participate and benefit. Marginalizing the very people who build, operate and sustain energy projects is not partnership – it is structural exclusion masquerading as opportunity.

African businesses – particularly in Nigeria and Senegal, which drive regional growth – must reassess their participation in platforms that perpetuate these policies. African capital, sponsorship and attendance cannot continue to legitimize forums where local stakeholders are systematically sidelined. Market access must be earned and mutually respected.

Mozambique and Ghana have already set a precedent. In March 2026, Mozambique’s oil and gas industry withdrew from the Africa Energies Summit in London, citing repeated failures by the organizers to improve diversity, transparency and inclusion of Black professionals in leadership, contracting and deal-making roles. In early April 2026, the Ghana Energy Chamber followed suit, formally pulling out of the same summit over discriminatory hiring practices that sidelined African professionals, executives and service providers. These coordinated actions send a clear message: Africa will no longer support platforms that deny its talent the right to lead, contribute and benefit.

Africa will no longer sit quietly while its talent is excluded from opportunities on its own continent

The gold standard for companies to thrive in Africa is robust collaboration with international partners while building local capacity – exemplified by Senegal-based energy services company Alliance Energy. Alliance has advanced African expertise in the sector, notably supporting the launch of the National Institute for Petroleum and Gas in Senegal to train young professionals for leadership roles, while backing diverse energy initiatives across power, solar, gas and wind that strengthen Senegal’s position as a regional energy hub.

This success demonstrates that African companies flourish when local talent, leadership, contracting and workforce development are central to execution, alongside strategic partnerships with the US, UK and Europe. Any entity attempting to operate in Africa without a commitment to hiring or contracting local professionals threatens not only the ecosystem that nurtured companies like Alliance Energy but also the continent’s broader ambition to grow regional capability, ownership and sustainable energy development.

“The message is simple,” says Dr. Ndjuga Dieng, Managing Director of Alliance Energy. “Africa will no longer sit quietly while its talent is excluded from opportunities on its own continent. Nigeria, Senegal and all African nations must follow the lead of Ghana and Mozambique by standing against platforms that discriminate. Protect your people, your companies and your energy future. Inclusion is not optional – it is the foundation of growth.”

African energy markets have historically thrived on collaboration, both within the continent and with international partners. Events such as the Offshore Technology Conference (OTC) and the Invest in African Energy (IAE) Forum exemplify this model, integrating African executives, policymakers and service providers into core programming, deal-making and knowledge transfer.

African stakeholders must prioritize platforms that respect local content, equitable hiring and fair contracting. Strategic withdrawal from exclusionary events is not isolationism – it is a stand for principle, economic logic, and the future of Africa’s energy sector. The continent defines its own trajectory and will engage only with partners that recognize African talent as integral, not optional, to the industry’s future.

The position advanced by Alliance Energy aligns with broader advocacy across the continent, including that of the African Energy Chamber, which has consistently called for stronger local content policies, fair contracting practices and greater inclusion of African professionals across the energy value chain. This alignment underscores a growing consensus among African private sector leaders that sustainable industry growth depends on meaningful participation by local companies and talent, not their exclusion.

Distributed by APO Group on behalf of African Energy Chamber.

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Sheraton Nouakchott marks the entry of Marriott International in Mauritania

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Nouakchott

As Mauritania’s cultural and economic heart, Nouakchott offers visitors a glimpse into the serene beauty and rich heritage that define this remarkable Northwest African nation

We are proud to have brought Marriott International to Mauritania with the opening of Sheraton Nouakchott, the first internationally operated and branded hotel in the country

NOUAKCHOTT, Mauritania, April 10, 2026/APO Group/ –Sheraton Hotels & Resorts, part of Marriott Bonvoy’s (www.Marriott.com) portfolio of more than 30 hotel brands, recently celebrated the opening of Sheraton Nouakchott Hotel (https://apo-opa.co/4t3YGO4), marking the entry of Marriott International into a new territory, Mauritania. Since opening its doors, Sheraton Nouakchott has, positioned itself as a new hub for business, events and leisure in the Mauritanian capital.

 

Nouakchott, the capital of Mauritania, is a coastal city where tradition and modernity meet. Nestled between the vast Sahara and the Atlantic Ocean, it serves as a gateway to the country’s breathtaking natural landscapes, from golden dunes and tranquil oases to rugged coastlines and untouched desert plains. As Mauritania’s cultural and economic heart, Nouakchott offers visitors a glimpse into the serene beauty and rich heritage that define this remarkable Northwest African nation.

Ideally located near iconic landmarks such as the Marché Capitale and the National Museum of Mauritania, as well as Nouakchott’s beaches and fishing port — and just a short distance from the desert — Sheraton Nouakchott offers an ideal base from which to discover the destination.

“We are proud to have brought Marriott International to Mauritania with the opening of Sheraton Nouakchott, the first internationally operated and branded hotel in the country. Since welcoming our first guests, the hotel has quickly established itself as a destination for both travellers and the local community. This milestone underscores our commitment to delivering exceptional hospitality experiences in emerging markets, while celebrating the culture and character of each destination,” said Sandra Schulze‑Potgieter, Vice President, Premium, Select & Midscale Brands, Europe, Middle East & Africa, Marriott International.

Local design inspiration

Traditional crafts, from wood carving to metalwork, are woven throughout the hotel’s materials and furnishings, creating spaces that feel both rooted and refined. Every detail tells a story of local artistry, heritage and place, offering guests an immersive experience inspired by Mauritania’s cultural and natural beauty.

Inspired by the legendary landmarks along the Trans‑Saharan trade route, the hotel’s design blends regional heritage with contemporary elegance. The circular ceiling of Feast restaurant draws inspiration from the Richat Structure, also known as the Eye of Africa. Earthy tones and organic materials reference the dramatic landscapes of the Adrar Mountains, while patterns inspired by Chinguetti and Oualata are reinterpreted throughout guest rooms, public spaces and Bene restaurant.

Meeting spaces echo the stone architecture of Tichitt, one of West Africa’s oldest towns and a historic caravan hub.

Guest rooms and suites with local charm

Sheraton Nouakchott features 200 spacious guest rooms and suites, including two Presidential Suites, combining contemporary comfort with subtle local touches. All rooms are equipped with the latest technology and Sheraton signature amenities, including the iconic Sheraton Sleep Experience.

The Sheraton Club offers Marriott Bonvoy Elite members and Club guests an elevated, all‑day experience, with curated food and beverage offerings, premium amenities, enhanced connectivity and a private environment designed for both productivity and relaxation.

Local flavours meet international influence

The hotel features two restaurants, a Lobby Bar and a Pool Bar. Feast, the all‑day dining restaurant, serves locally inspired and international dishes made with seasonal ingredients. Bene offers an immersive Italian dining experience in a warm, inviting setting. The Lobby Bar provides a relaxed meeting point from morning coffee to evening gatherings, while the Pool Bar offers refreshing drinks and light bites by the outdoor pool.

 

Facilities offering a resort feel in the heart of the city

Despite its central urban location, Sheraton Nouakchott delivers a resort‑like atmosphere, centred around an expansive outdoor pool. Guests can maintain their fitness routines in the fully equipped fitness centre — featuring separate floors for women and men, hammam and sauna — or enjoy the outdoor tennis court. The Sheraton Spa features three treatment rooms, offering a peaceful retreat after a day of exploration or meetings.

Meetings & events curated to perfection

Sheraton Nouakchott offers more than 2,600 square metres of flexible Meetings & Events space, including a Grand Ballroom, a Ballroom and four additional meeting rooms. A signature Sheraton Community Table sits at the heart of the hotel, providing a welcoming space for informal meetings, remote work and collaboration. A dedicated events team ensures seamless delivery from concept to execution.

Gatherings by Sheraton

In line with Sheraton’s global community‑centred approach, Sheraton Nouakchott hosts Gatherings by Sheraton, curated weekly experiences designed around enrichment, renewal and local stories. Guests and locals can take part in Mauritanian mixology sessions using local mint tea and fruits, or storytelling evenings inspired by Saharan traditions.

Distributed by APO Group on behalf of Marriott International, Inc..

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African Energy Chamber (AEC) Supports Perenco Partnership to Advance Industry 4.0 Skills in Central Africa

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African Energy Chamber

The African Energy Chamber welcomes Perenco Cameroon and Perenco Gabon’s partnership with UCAC-ICAM to launch an Industry 4.0 lab, advancing local skills development and strengthening Africa’s industrial future

JOHANNESBURG, South Africa, April 9, 2026/APO Group/ –A new partnership between Perenco Cameroon, Perenco Gabon and the UCAC-ICAM Institute in Douala to establish an Industry 4.0 laboratory marks a significant step toward aligning academic training with the evolving needs of the energy and industrial sectors. The facility will give students access to advanced automation, digital simulation and smart production technologies, helping close the gap between academic learning and the practical, industry-ready skills required across Central Africa’s industrial landscape.

 

As the voice of Africa’s energy sector, the African Energy Chamber (AEC) welcomes the initiative as a scalable model for local content development. By equipping students with Industry 4.0 capabilities, the laboratory directly supports the Chamber’s mandate to ensure greater in-country value creation and workforce participation across Africa’s energy value chain. The initiative also addresses critical skills shortages, enabling operators to increasingly rely on locally trained talent.

 

Developing local skills is fundamental to building a competitive and sustainable energy sector in Africa

The partnership underscores Perenco’s long-term commitment to sustainable development and capacity building in Cameroon and Gabon. Designed as a mini-factory, the UCAC-ICAM laboratory enables students to engage with real-world industrial tools and processes. This hands-on approach will support the development of engineers and technicians capable of contributing to key projects, including operations in the Rio del Rey Basin and infrastructure developments such as the Cap Lopez LNG terminal in Gabon.

 

Students across multiple disciplines will benefit from hands-on exposure to the lab’s advanced technologies. General Engineering students will train using robotic systems and virtual reality simulations, while Computer Science Engineering students will focus on industrial IoT and smart technologies. Process Engineering students will gain experience in automated production systems, and Petroleum program students will develop expertise in energy systems and instrumentation control. Graduates from UCAC-ICAM are being actively recruited by leading companies operating in Douala, reflecting growing demand for locally trained, industry-ready talent.

“Developing local skills is fundamental to building a competitive and sustainable energy sector in Africa,” says NJ Ayuk, Executive Chairman of the AEC. “This partnership demonstrates how industry and academia can work together to create a highly skilled workforce that will drive Africa’s industrialization and energy future. It is exactly the type of initiative needed to ensure Africans play a leading role in developing the continent’s resources.”

The UCAC-ICAM laboratory represents a strategic investment in Africa’s industrial and energy future. By strengthening local capacity, advancing technology adoption and supporting independent operators, the initiative aligns with the AEC’s broader vision of a self-sufficient and globally competitive African energy sector.

Distributed by APO Group on behalf of African Energy Chamber.

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