South African startup wants to raise the quality of call centers with AI
A South African startup is betting that machine learning
in partnership with FLUTTERWAVE 22.06.2020
Hi there, Welcome to today's edition of TC Daily! In today's digest: Africa is responding to a supply problem with an online platform, the South African startup wants to help you analyze calls and there's also our TechCabal Insights. Please take a moment to subscribe to our newsletter if this email was forwarded to you.

Medplus - A wholesale & retail pharmacy that not only sells locally manufactured & imported drugs but also your everyday essentials. Now you can order your COVID-19 essentials & have it delivered to you in one click.

Call center agents are important to many organisations. They often help customers have better experiences with a product or service, resolve thorny or even up-sell.

It translates to hundreds of phone calls and thousands of minutes. But how effective are call center agents and how is the work they do analysed? Many companies sample some of the calls made by call center agents for quality assurance purposes. Yet, the process of analyzing these calls are manual and can be tedious.

A South African startup, Voyc is pushing a new service which will help companies analyze all calls, check for key phrases and highlight insights from agent-customer conversations.

Using data and machine learning, Voyc says that nothing will slip through the cracks. The company's CEO spoke to TechCabal and Alex concludes this article by asking if Voyc is ahead of its time.
Coronavirus is stretching health systems all over the world. Among the many problems countries face is procuring equipment and personal protective equipment for healthcare workers.
In Africa, where healthcare is on the ropes, it presents an even bigger problem. Only a handful of African countries have the capacity to produce equipment they need and procuring from China has been one popular solution.
Another recent solution is the launch of the Africa Medical Supplies Platform (AMSP).

The ASMP will help with the purchase, volume aggregation, quota management, payment facilitation as well as logistics & transportation of COVID-19-related medical equipment across the African continent.
Kay says that "the platform provides a vetted database of global manufacturers and logistics service providers for diagnostic kits, personal protective equipment (PPE), devices like ventilators and patient monitors as well as a range of disinfectants."
On April 1, the National Information Technology Development Agency (NITDA) set up a special committee on the impact of COVID-19 on the tech ecosystem. 48 hours later, the ten-man committee submitted its recommendations, but as Abubakar reported last week, the Ministry of Communications and Digital Economy was slow to implement. At the time of Abubakar's first article, NITDA did not respond to TechCabal's request for comments. However, this has now changed and in this article, NITDA shared their progress report. It shows where they are with the recommendations as well as what they have done in the short term.
Last week, Digital Nomads spoke to Zane, a Nigerian who works at the software company, Oracle about his tech experiences across countries. Having started out as a salesman at Vodacom, Zane has visited and lived in Vietnam, South Africa, Singapore, Ghana, Kenya and Ireland. He shares his thoughts on some of these cities and tells us how much he pays for internet in Dublin. Here's an excerpt from his experience: "I pay about 50 Euros a month for an unlimited data plan and the speed is around 200Mbps. For context, when I was in Vodacom, I would sell this kind of service as enterprise grade, it’s called STM 1 at around ₦800,000 ($2064)." "The speed was around 155Mbps and at the time, it was mostly banks and other big organizations that could afford it."
Applications to Injini, a pioneer and leading Africa-focused edtech incubator, indicates the sheer number of African edtech entrepreneurs. In 2017, it received about 170 applications to its programme from African edtech startups. In 2018, the number increased by almost 8 times. It received 805 applications from across the continent. The majority of these entrepreneurs are focused on K12 education at 47.6% followed closely by tertiary education at 29.6%. The technical requirements for sub-sectors such as early childhood education and the bureaucracy in the tertiary education subsector might be some of the reasons why there's a high concentration in K12. As of 2018, Injini had incubated over 15 startups and invested at least US$500,000. Download our mini-report on Edtech in Africa presented at our edtech townhall in November 2019. Are you an investor or founder interested in getting access to free and premium TC Insights reports and analysis? Please fill in this form to let us know your interests.
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