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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

Benin mobilises €500 million in international financing with African Development Fund support

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African Development Bank

The 12-year financing benefits from an innovative credit enhancement mechanism, including a partial credit guarantee issued by the African Development Fund and second-loss insurance provided by the insurance subsidiary of the Islamic Development Bank Group

ABIDJAN, Côte d’Ivoire, September 29, 2026/APO Group/ –The Republic of Benin has secured €500 million (approximately CFAF 328 billion) in international bank financing, supported by the African Development Fund, for priority investments in education, health, water access, infrastructure, renewable energy, agriculture, and job creation for young people and women.

 




  

This transaction is fully aligned with the Bank’s new strategic vision for supporting our clients, particularly Cardinal Point 1

This landmark transaction, completed on 18 September 2026, follows the 17th replenishment of the African Development Fund (ADF-17), agreed in December 2025 as the largest in the Fund’s history. It builds on the first financing concluded in 2023 with support from the Fund, the concessional window of the African Development Bank Group. The transaction demonstrates the pan-African institution’s capacity to support countries across the continent in developing innovative, highly leveraged financing solutions that deliver tangible benefits for communities.

The 12-year financing benefits from an innovative credit enhancement mechanism, including a partial credit guarantee issued by the African Development Fund and second-loss insurance provided by the insurance subsidiary of the Islamic Development Bank Group.

“This transaction is fully aligned with the Bank’s new strategic vision for supporting our clients, particularly Cardinal Point 1, which seeks to mobilise capital-market resources at scale, as well as with the New African Financial Architecture for the continent’s development,” said Robert Masumbuko, Country Manager for the African Development Bank Group in Benin.

“This second operation (https://apo-opa.co/4yqZZJw) demonstrates the potential of guarantees to mobilise private capital more effectively. By combining the African Development Fund guarantee with complementary risk-sharing mechanisms, it enables Benin to secure substantial long-term financing on competitive terms,” said Ahmed Attout, Director of the Financial Sector Development Department at the African Development Bank Group.

Distributed by APO Group on behalf of African Development Bank Group (AfDB).

 




 

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Energy

bp to Advance Venezuela Gas Opportunities at Venezuela Energy Week 2027

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bp joins Venezuela Energy Week 2027 as a Gold Sponsor, bringing its expanding role in the country’s offshore gas sector and regional gas commercialization opportunities to Caracas

CARACAS, Venezuela, September 29, 2026/APO Group/ –bp will join Venezuela Energy Week (VEW) 2027 as a Gold Sponsor, highlighting the company’s renewed engagement in Venezuela as the country advances a series of international partnerships across its oil and gas sector.

Taking place in Caracas from 22–25 February 2027, VEW comes at a significant point for bp’s activities in the country. In April 2026, the company signed a memorandum of understanding with the Venezuelan Government covering the development of the Cocuina-Manakin gas field, which straddles the maritime border between Venezuela and Trinidad and Tobago, while also opening discussions around opportunities in the offshore Loran gas field and other exploration areas.

 




  

The agreement marked bp’s renewed entry into Venezuela and builds on the company’s long-standing presence in neighboring Trinidad and Tobago. bp operates the Manakin portion of the cross-border field, while the Venezuelan Cocuina section forms part of the country’s undeveloped Deltana Platform. The company has said it is pursuing development of the field with the potential to bring more than 1 trillion cubic feet (tcf) of natural gas into Trinidad for LNG production.

Momentum around the project continued through 2026. In August, Trinidad and Tobago’s National Gas Company (NGC) agreed to acquire a 20% participating interest in the Manakin portion of the field from bp, strengthening the cross-border commercial structure around the development. bp and NGC have also agreed to market 70% of the project’s gas to Atlantic LNG, where bp holds a 45% stake alongside Shell, with the remaining gas intended for petrochemical use. A final investment decision is expected by the end of 2026.

The developments place bp at the intersection of Venezuela’s emerging offshore gas opportunity and Trinidad and Tobago’s efforts to strengthen gas supply for its LNG and petrochemical industries. They also demonstrate how Venezuela’s offshore resources could increasingly connect into established regional energy infrastructure and markets.

bp’s interest extends beyond Cocuina-Manakin. Its April 2026 agreement also covered exploration opportunities in the Loran gas field, estimated at around 7 tcf, alongside potential collaboration on gas commercialization. In June, Venezuela signed agreements with Shell to advance Phase I of Loran, while bp was identified as a prospective participant in both Loran and the neighboring Cocuina-Manakin project.

For Venezuela, the activity comes amid a broader reopening of the sector to international energy companies and renewed efforts to develop offshore gas resources, attract capital and technical expertise, and establish new routes to market. VEW 2027 will bring together government representatives, PDVSA, international operators, investors, service companies and technology providers to examine these opportunities across the value chain.

As a Gold Sponsor, bp will have a platform at the event to engage with stakeholders shaping Venezuela’s next phase of energy development and share its perspective on offshore gas, cross-border projects, gas commercialization and regional energy security.

With Cocuina-Manakin progressing and Loran emerging as another major offshore opportunity, bp’s participation will bring its experience in developing cross-border gas resources and connecting them to regional markets into discussions at VEW 2027.

VEW is Organized by Energy Capital & Power and taking place under the patronage of Acting President Delcy Rodriguez, PDVSA and the Ministry of Hydrocarbons.

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

 




 

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Events

Africa Tech Festival 2026 puts the conversations shaping Africa’s digital economy in focus

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digital economy

Africa Tech Festival returns to the Cape Town International Convention Centre from 16 to 19 November 2026, bringing together government, technology companies, telecoms operators, infrastructure providers, enterprise leaders, startups and investors from across the continent and beyond

CAPE TOWN, South Africa, September 29, 2026/APO Group/ –With a little over two months to go, anticipation is building for the 29th edition of Africa Tech Festival (https://AfricaTechFestival.com), the continent’s longest running and most influential technology event. As the countdown continues, the programme is taking shape around some of the most pressing questions facing Africa’s digital economy, from AI and the infrastructure needed to support it, to cybersecurity, connectivity and the changing investment environment for African technology businesses.

 




  

Africa Tech Festival returns to the Cape Town International Convention Centre from 16 to 19 November 2026, bringing together government, technology companies, telecoms operators, infrastructure providers, enterprise leaders, startups and investors from across the continent and beyond.

“The questions facing Africa’s digital economy are becoming more interlinked, more complex and more urgent. It’s no longer simply about whether businesses will adopt AI, move to the cloud or invest in new infrastructure, but about how those decisions are made, who benefits from them and what needs to be in place for them to deliver sustainable growth,” said David Monaghan, VP, Africa Tech Festival. “This year’s programme is designed to provide a platform for those conversations and give stakeholders a clearer view of the decisions, partnerships and investment priorities that will shape the next phase of Africa’s digital development.”

The questions facing Africa’s digital economy are becoming more interlinked, more complex and more urgent

Artificial intelligence runs through much of the 2026 programme. A panel titled Beyond Adoption: What Will Make Africa an AI Producer, Not Just a Consumer? will examine what is required to build globally competitive AI capabilities in Africa. Sessions will explore the emergence of agentic AI in enterprise decision-making and how companies should prioritise investment across AI, cloud, data platforms and core systems as they modernise for growth.

That focus on capability extends to the infrastructure underpinning it. AI growth is inseparable from questions about data centres, cloud infrastructure and local compute capacity. The Next Wave of AI Infrastructure Growth panel will consider where new capacity should be built, the role of hyperscaler partnerships and the need for localised compute to meet data sovereignty requirements. Dedicated discussions will examine which African markets are attracting investment interest, how power availability and hyperscaler presence are shaping that interest, and how sovereignty, performance and cost are reshaping cloud architecture decisions.

Africa’s next phase of digital growth also depends on extending reliable connectivity while keeping digital businesses and services secure. The Telecoms & Connectivity programme will examine fibre investment, 4G and 5G deployment and the growing role of satellite technology in reaching underserved communities.

All of these conversations point to a maturing digital economy, where competitiveness depends as much on enabling environments as on ambition, and where practical groundwork, compute, capital, skills and partnerships will determine who benefits from Africa’s growth. This is what makes Africa Tech Festival such a highly anticipated fixture on the calendar: it is where these decisions are debated, tested and made, bringing together the people setting policy, developing infrastructure and allocating capital across the sector.

With just months to go, the excitement is building for three days of conversation, connection and insight into where Africa’s digital future is heading. Registration for Africa Tech Festival 2026 is now open.

Distributed by APO Group on behalf of Africa Tech Festival.

 

 




 

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