[Column] Flora Kangethe: Customer service to backend – How cloud-based AI enables modernisation of business

Artificial Intelligence (AI) is proving to be a key technology in delivering improved customer experience and exceeding customer expectations. It is also a highly effective way for countries to achieve their economic growth and sustainability objectives.

In Kenya, emerging digital technologies are considered a significant part of national development plans, and have enjoyed significant support from the country’s leaders. This has led to the introduction of a host of development initiatives that leverage the potential of the latest cloud technologies that are powered by machine learning.

Possibly the most notable early adopter of AI in Kenya is the Kenyan government itself, which is also one of the top performers in Africa as per the Government Artificial Intelligence Readiness Index 2019. According to the report, it’s estimated that AI will add US$15 trillion to the global economy by 2030. However, the report findings also reveal that governments in the Global North are still better positioned to reap the benefits of AI than their southern counterparts. This poses a risk to countries in the Global South as they may not be fully prepared to succeed in the Fourth Industrial Revolution.

As noted in the Readiness Index 2019 report, “AI has the power to transform the way governments around the world deliver public services. In turn, this could greatly improve citizens’ experiences of government. Governments are already implementing AI in their operations and service delivery, to improve efficiency, save time and money, and deliver better quality public services.”

As one example of their efforts to improve the local socio-economic direction of the country, the Kenyan government has committed to using AI to help assess citizens’ eligibility for affordable housing. The AI technology will assist in allocating 500,000 new affordable homes by checking applicants’ credit histories and smartphone wallet transaction history sourced through the Credit Reference Bureau (CRB).

The government is also making use of AI technology to verify and authenticate voters during election campaigns. Biometric technology was used by the Kenya Integrated Elections Management System (KIEMS) to ensure that votes were cast only after fingerprint and photo authentication.

Oracle is the first organisation to take AI even further by embedding this technology in its cloud applications. By leveraging AI organisations can unlock significant value not only for their customers but for themselves in the form of greater operational efficiencies and cost savings.

AI in customer service

A best practise AI use case is in customer service. When used in this area of the business, chatbots can reduce the cost to serve customers, while improving the response time, consistency and quality of customer interactions. Similar benefits arise when the chatbot is customer-facing or when used by agents themselves to augment their knowledge.

Oracle recently announced the extended and evolved availability of its AI-trained Oracle Digital Assistant. Now users can use voice commands to communicate with their Oracle enterprise applications to drive desired actions and outcomes. The technology enriches the user experience with conversational AI, simplifying interactions and improving productivity.

This feature has already been of exceptional importance to the international organisation, Industries for the Blind and Visually Impaired (IBVI), who employ blind people for a wide range of jobs – from assembly to various customer service and office roles. Switching to Oracle Cloud Applications, the organisation aims to improve product quality and accuracy around factors such as shipment status and inventory.

Since implementing the new Oracle Cloud Applications with Oracle Digital Assistant, IBVI has been able to create new independent roles (no sighted assistance required, where one sighted person for every four blind employees was required previously) in customer service, human resources, and financial management.

It’s not just about chatbots: Automation across both sales and marketing processes can improve quote-to-cash turnaround times and reduce administrative workloads while allowing for a level of personalised messaging to customers that were previously unachievable. As these examples attest, AI-embedded cloud systems have the power to deliver value whether as the mechanism for customer interaction (as in the case of chatbots) or in support of those responsible for it.

AI in HR

For Kenya – the highest-ranked African nation on the Government Artificial Intelligence Readiness Index 2019 – to stay ahead of the AI curb, the focus needs to be shifted to the adoption of cloud-based business systems that embed the technology in the application itself, unlocking automation capabilities by default.

HR is one such example, where the use of AI to understand and automate processes, can lead to significant efficiency gains. It can be used to identify staff who may be thinking about leaving or to recommend learning paths, thereby reducing employee attrition.

In the world of procurement, the use of AI within Enterprise Resource Planning (ERP) systems can identify deviations from compliance requirements in contracting, enforce approval processes, and automate requisition through invoice matching and payment. The automation of these processes allows organisations to reliably produce outcomes while enabling their employees to focus on tasks that deliver more strategic value to the organisation.

Much has been made of the abilities of AI to bring significant value to the customer – and rightly so. AI can produce repeatable, scalable, and reliable outcomes for customers, improving their overall experience. However, AI can also deliver enormous efficiency through various lines of business and across roles, creating a more streamlined organisation that is more able to focus on creating client value.

Flora Kangetheis the Applications Sales Director, Oracle Kenya

Westcon-Comstor unveils CloudCall to boost business operations

Westcon-Comstor Sub-Saharan Africa has announced the availability of CloudCall, which integrates the communication and collaboration features of Microsoft Teams with the advanced voice processing of AudioCodes.

 It has been developed in partnership with South African cloud development specialists Argantic. CloudCall removes the need to buy and maintain expensive hardware and software and protects existing investments by integrating with PBX systems.

CloudCall is suitable for companies of any size as it can easily scale according to the number and type of users in the organisation. Partners who sell the service can offer value-added features such as tailored reports with usage, session and device information.

CloudCall can also be deployed as a fully functional IP calling system. It combines the meeting functionality, video recording and conferencing features inherent in Microsoft Teams for improved collaboration in a cloud environment.

www.westconcomstor.com

OmniClouds implements Nokia’s solution to improve cloud connectivity for businesses in EMEA

Nokia has announced that its Nuage Networks SD-WAN 2.0 solution has been implemented by OmniClouds, leading cloud service provider and migrator, to improve and optimize cloud connectivity for enterprise customers throughout the Europe, Middle East and Africa region.

The deal will be a boost for enterprises in the region, as they are currently held back by a shortage of native cloud service providers and a challenging reach to public cloud data centers.

Nokia’s Nuage Networks will build and operate its SD-WAN 2.0 network, enabling OmniClouds to connect enterprise customers over a large coverage area – touching all key public cloud data centers with dedicated infrastructure in a flexible and cost-efficient way. With this deal, OmniClouds is focused on easing its customers’ migration to hybrid or full public cloud, with support ranging from consulting to connectivity services.

Paired with Nuage Networks’ SD-WAN 2.0 solution, OmniClouds customers will have a secure and scalable way to connect with data centers, private clouds, software-as-a-solution (SaaS) and infrastructure-as-a-solution (IaaS) providers. This is a huge shift for the region, as in many areas enterprise customers are currently unable to connect to their cloud environments, data centers and remote locations in this way.

OmniClouds will not only provide full cloud connectivity, but will also use Nuage Networks’ SD-WAN 2.0 as an overlay to existing connectivity technologies, such as IP-MPLS, microwave, satellite or public internet, to automate operations and enhance connectivity over large geographic regions. This will give its enterprise customers a central management view of the entire network, enabling them to easily control security, user permissions and parameters, such as latency and quality of service.

OmniClouds will use Nuage Networks’ SD-WAN 2.0 gateways at each of the region’s main cloud service providers, which connect with SD-WAN CPE gateways at the enterprises’ data centers, headquarters and branch operations. This dramatically reduces customer operating costs, smooths their adoption of cloud services and enables widespread connectivity across distant locations.

Amr A Eid, Chief Executive Officer and Board Member, OmniClouds, said: “We are the trusted partner of enterprise customers in the Middle East and Africa region when they need help in migrating to the cloud. The Nuage Networks SD-WAN 2.0 solution plays a critical part in smoothing their move to the cloud by simplifying the operational side and providing the security and assurance they need for such a critical part of their business.”

Roque Lozano, Vice President of IP & Optics for Middle East and Africa, Nokia, said: “OmniClouds is using Nokia Nuage Networks SD-WAN 2.0 solution as a powerful platform for offering cloud services to MEA regional businesses. It not only manages cloud connectivity, but also automates and simplifies many operations, eliminating any boundaries imposed by the underlying connectivity technology. It will play a key part in OmniClouds’ mission to further the adoption of cloud and to support the digital transformation of MEA businesses and organizations.”

www.nokia.com

www.omniclouds.com

Organizations worldwide failing to adequately protect sensitive data in the cloud, Thales study

A new global study from Thales, with research from the Ponemon Institute, has exposed an increasing disparity between the rapid growth of data stored in the cloud and an organization’s approach to cloud security.

 Although nearly half (48%) of corporate data is stored in the cloud, only a third (32%) of organizations admit they employ a security-first approach to data storage in the cloud.

Surveying over 3,000 IT and IT security practitioners in Australia, Brazil, France, Germany, India Japan, the United Kingdom and the United States, the research found that only one in three (31%) organizations believe that protecting data in the cloud is their own responsibility.

Increased multi-cloud cloud use, but with risks

With the proliferation of cloud-based services, businesses and other organizations are increasingly dependent on cloud providers.

 In fact, nearly half (48%) of organizations have a multi-cloud strategy, with Amazon Web Services (AWS), Microsoft Azure and IBM being the top three. The study found that, on average, organizations use three different cloud service providers and over a quarter (28%) are using four or more.

Despite storing sensitive data in the cloud, nearly half (46%) surveyed revealed that storing consumer data in the cloud makes them more of a security risk. Over half (56%) also noted that it posed a compliance risk.

 In addition, organizations believe that cloud service providers bear the most responsibility for sensitive data in the cloud (35%), ahead of shared responsibility (33%) and themselves (31%). Even though businesses are pushing the responsibility to cloud providers, only 23% say security is a factor in selecting them.

“With businesses increasingly looking to use multiple cloud platforms and providers, it’s vital they understand what data is being stored and where,” said Larry Ponemon, chairman and founder of the Ponemon Institute. “Not knowing this information makes it essentially impossible to protect the most sensitive data –ultimately leaving these organizations at risk. We’d encourage all companies to take responsibility for understanding where their data sits to ensure it’s safe and secure.”

Encryption increasing, but organizations handing over keys to cloud providers

Roughly half (51%) of businesses and other organizations still do not use encryption or tokenization to protect sensitive data in the cloud. The study uncovered regional disparities in terms of data security, with German organizations being the most advanced in their use of encryption at 66%.

Organizations are handing over the keys to their encrypted data to cloud providers. Nearly half of cloud companies (44%) provide the encryption keys when data is encrypted in the cloud, ahead of in-house teams (36%) and third parties (19%).

On top of this, 53% are controlling these encryption keys themselves, despite 78% saying it’s important their organization retains control of the keys.

Over half of businesses (54%) think cloud storage makes it more difficult to protect sensitive data, up from 49% last year. More than 70% believe that data in a cloud environment is harder to protect due to the complexity of managing privacy and data protection regulations, while an additional two-thirds (67%) cited the difficulty of applying conventional security methods in the cloud.

“This study shows that businesses today are taking advantage of the opportunities that new cloud options offer, but aren’t adequately addressing data security,” said Tina Stewart, vice president of market strategy for cloud protection and licensing activity at Thales. “Having pushed the responsibility towards cloud providers, it is surprising to see that security is not a primary factor during the selection process. It doesn’t matter what model or provider you choose, the security of your business’ data in the cloud has to be your responsibility. Your organization’s reputation is on the line when a data breach occurs, so it is critical to ensure in-house teams keep a close eye on your security posture and always retain control of encryption keys.”

www.thalesgroup.com

[Egypt] American University in Cairo moves to Ellucian cloud to drive innovation and digital transformation

Ellucian, the leading provider of software and services built to power higher education has announced that the American University in Cairo (AUC), an Ellucian customer since 1995, has decided to move its Ellucian Banner student information systems (SIS) to the cloud. Moving its SIS to the cloud is the first step in AUC’s larger mission to drive innovation for student success.

As AUC embarks on an ambitious strategy to digitally transform the university experience, it will focus on three main goals: real-time access to services and information from digital touchpoints, open yet secure data, and innovation beyond the campus. The basis of this transformation is cloud technology and will require AUC to move all IT systems to the cloud.

“AUC is on a continuous journey to enhance its student experience by adopting state of the art transformative technologies that will support and enable students in all facets of their study at AUC. We also needed to follow a technology framework that would allow us to maintain and excel in our services, and ensure compliance and security while maintaining agility and flexibility necessary for today’s organization,” said American University in Cairo Associate Vice President for Digital Innovation and Chief Strategy Officer, Iman Megahed. “This simply meant adopting a robust cloud strategy and maintaining strategic partnerships that would value our student’s needs and support our institutions priorities.”

Choosing Banner Cloud gives AUC a springboard to move other technology to the cloud and enables the integration of solutions across all departments. Banner cloud allows AUC to easily access the most current application releases and provide the most modern, mobile user experience to students and faculty alike.

“All aspects of this project have been closely evaluated and we knew it would be a lot of work – but only initially,” said American University in Cairo Project Manager Shereen Gamal. “Moving to the cloud was our best option for relief from the ongoing overhead of system maintenance, troubleshooting and upgrades. Everything on the cloud is managed by the vendor, hence we know that we will always receive the best quality of service.”

“Cloud is the new era for technology. We are very excited about the agility that the cloud experience will offer us, said American University of Cairo Director, Technology Solutions Nouran Maher. “No more downtime and no more running out of resources during peak times. We will be able to deliver what we promise to our students––a reliable, robust and innovative system.”

“We are excited to partner with AUC as they move to the cloud and embark on their student-focused digital transformation,” said Ellucian President and CEO Laura Ipsen. “AUC is dedicated to leading the way on global trends, not just to attract students in today’s market, but also to ensure they are using the latest technology as they innovate for tomorrow.”

www.ellucian.com

[Column] Benjamin Coetzer: 2020 – the year containerisation dominates PaaS

How will infrastructure evolve and provide the sourcing, migration and delivery of services for today’s digital migration? According to Benjamin Coetzer, Director, Routed – a vendor neutral cloud infrastructure developer, Platform as a Service in conjunction with the rising trend of containerisation, is busy delivering these answers.

As of 2019, Gartner says that the total Platform as a Service (PaaS) market contains more than 360 vendors, offering more than 550 cloud platform services in 21 categories. Gartner expects that, from 2018 to 2022, the market will double in size and that PaaS will be the prevailing platform delivery model moving forward.

Coetzer says that the adoption of PaaS has boomed leading to an increasing and subsequent uptake of containerisation: “Enterprises are embracing containers at a much faster pace than expected, giving rise to Containerisation as a Service (CaaS). The thriving open source community combined with the availability of mature commercial offerings has given much needed confidence to enterprise customers.”

He says that containers will redefine the hybrid cloud by bridging the gap between legacy and modern applications and on-premises and public cloud infrastructure.

“As software providers become more comfortable with building out containerised applications and consuming PaaS offerings, more and more responsibilities will be moved away from consumers of cloud infrastructure.  What will become vital is workload mobility, the ability to move applications between cloud infrastructure providers, to avoid vendor lock-in scenarios, which is a huge risk currently,” says Coetzer.

Migration from on-premise to cloud, or cloud-to-cloud remains fairly primitive and will become crucial for adoption in the years to come. Coetzer says that VMware is already working towards a multi-cloud management platform to enable this scenario. He expects more vendors to develop competing offerings but says that the VMWare platform is currently leading this race.

“Containers are changing the way resources and services are consumed by developers, from internal or external cloud infrastructure providers. It’s also introducing new networking and security challenges, which are being addressed by NFV solutions. There are some exciting projects that are changing the face of private cloud infrastructure hosting facilities, while the cloud giants Azure and AWS have been feverishly innovating Kubernetes-as-a-Service offerings and expanding on their already vast Platform-as-a-Service offerings,’ says Coetzer.

According to Forbes, Kubernetes has become the front and centre of enterprise container platforms. From traditional OS vendors to modern PaaS providers, every major platform vendor has a commercial Kubernetes offering making it the new operating system of the data centre. Traditional PaaS has gradually transformed into a container management platform. PaaS industry leaders have embraced Kubernetes as the foundation of their platforms and according to Forbes, 2019 will witness the complete transformation of PaaS into CaaS.

Coetzer sees this trend extending locally making 2020 an exciting year for further digital transformation.

Benjamin Coetzer is the Director of cloud service provider Routed.

Cloud IT infrastructure revenues decline amid a slowdown in overall spending, IDC

According to the International Data Corporation (IDC) Worldwide Quarterly Cloud IT Infrastructure Tracker, vendor revenue from sales of IT infrastructure products (server, enterprise storage, and Ethernet switch) for cloud environments, including public and private cloud, declined 10.2% year over year in the second quarter of 2019 (2Q19), reaching $14.1 billion.

 IDC also lowered its forecast for total spending on cloud IT infrastructure in 2019 to $63.6 billion, down 4.9% from last quarter’s forecast and changing from expected growth to a year-over-year decline of 2.1%.

Vendor revenue from hardware infrastructure sales to public cloud environments in 2Q19 was down 0.9% compared to the previous quarter (1Q19) and down 15.1% year over year to $9.4 billion. This segment of the market continues to be highly impacted by demand from a handful of hyperscale service providers, whose spending on IT infrastructure tends to have visible up and down swings.

After a strong performance in 2018, IDC expects the public cloud IT infrastructure segment to cool down in 2019 with spend dropping to $42.0 billion, a 6.7% decrease from 2018. Although it will continue to account for most of the spending on cloud IT environments, its share will decrease from 69.4% in 2018 to 66.1% in 2019. In contrast, spending on private cloud IT infrastructure has showed more stable growth since IDC started tracking sales of IT infrastructure products in various deployment environments.

 In the second quarter of 2019, vendor revenues from private cloud environments increased 1.5% year over year reaching $4.6 billion. IDC expects spending in this segment to grow 8.4% year over year in 2019.

Overall, the IT infrastructure industry is at crossing point in terms of product sales to cloud vs. traditional IT environments. In 3Q18, vendor revenues from cloud IT environments climbed over the 50% mark for the first time but fell below this important tipping point since then.

 In 2Q19, cloud IT environments accounted for 48.4% of vendor revenues. For the full year 2019, spending on cloud IT infrastructure will remain just below the 50% mark at 49.0%. Longer-term, however, IDC expects that spending on cloud IT infrastructure will grow steadily and will sustainably exceed the level of spending on traditional IT infrastructure in 2020 and beyond.

Spending on the three technology segments in cloud IT environments is forecast to deliver growth for Ethernet switches while compute platforms and storage platforms are expected to decline in 2019.

Ethernet switches are expected to grow at 13.1%, while spending on storage platforms will decline at 6.8% and compute platforms will decline by 2.4%. Compute will remain the largest category of spending on cloud IT infrastructure at $33.8 billion.

Sales of IT infrastructure products into traditional (non-cloud) IT environments declined 6.6% from a year ago in Q219. For the full year 2019, worldwide spending on traditional non-cloud IT infrastructure is expected to decline by 5.8%, as the technology refresh cycle driving market growth in 2018 is winding down this year. By 2023, IDC expects that traditional non-cloud IT infrastructure will only represent 41.8% of total worldwide IT infrastructure spending (down from 52.0% in 2018). This share loss and the growing share of cloud environments in overall spending on IT infrastructure is common across all regions.

Most regions grew their cloud IT Infrastructure revenues in 2Q19. Middle East & Africa was fastest growing at 29.3% year over year, followed by Canada at 15.6% year-over-year growth. Other growing regions in 2Q19 included Central & Eastern Europe (6.5%), Japan (5.9%), and Western Europe (3.1%). Cloud IT Infrastructure revenues were down slightly year over year in Asia/Pacific (excluding Japan) (APeJ) by 7.7%, Latin America by 14.2%, China by 6.9%, and the USA by 16.3%.

www.idc.com

Oracle to expand cloud infrastructure globally

Technology company Oracle has announced plans to expand quickly its cloud infrastructure around the world for hosting customer applications.

The company launched 12 new cloud regions in the past year, and plans another three new sites this year as part of the expansion announced in October 2018. Additional redundant and new sites will be added over the coming year, to take the company to a total 36 cloud regions around the world.

Based on customer feedback, the company has decided to build redundant regions in almost every country where it operates.

This will occur over the next 15 months, while also adding multiple new countries. When the expansion plan is completed, Oracle will have multiple regions in 10 countries and the EU, and multiple government clusters. It’s adding in total 20 new regions to the 16 it already operates – 17 for commercial use and three for government use.

New regions will be built in the Bay area in California; Montreal; Belo Horizonte, Brazil; Newport, Wales; Amsterdam; Osaka, Japan; Melbourne; Hyderabad; Chuncheon, South Korea; Singapore; Jeddah and another city (TBD) in Saudi Arabia; Dubai and another city (TBD) in UAE; Israel (city TBD); South Africa (city TBD); and Chile (city TBD). The government regions will be Newport and London in the UK and in Israel.

www.oracle.com

[South Africa ] Cloud ERP solutions provider One Channel launches new ERP

One Channel, Africa’s leading cloud ERP solutions provider and Acumatica partner, has announced the Acumatica 2019 R2 release. This latest version of cloud ERP contains more than 100 improvements, enhancements and new features.

The new and practical innovations in Acumatica 2019 R2 make Acumatica even easier to use and customise. They really enhance Acumatica’s unique cross-functional workflows, which allow a user to move from CRM to Construction to Manufacturing to Distribution screens seamlessly in real-time, resulting in improved accuracy and productivity.

One Channel CEO Bernard Ford says many of the Acumatica 2019 R2 improvements and new features were the result of community suggestions on the Acumatica Feedback Site subsequently vetted and selected through Focus Groups.

“Product excellence is a key focus of Acumatica. Significant advances have been made across the Acumatica Cloud xRP Platform, further improvements added to Acumatica’s award-winning business functionality, and new capabilities built into the specialised Acumatica Industry Editions,” he explains.

Usability advances include new mobile enabled user-defined fields, conditional formatting, and advanced workflow engine with global messaging capabilities. A new Pivot Table Widget for Dashboards allows users to take actions based on summary information.

Enhanced Power BI and Tableau capabilities are joined by Google G-suite integration to enhance user productivity with third party tools. Predefined User Roles and new data migration templates accelerate implementation and reduce time to value for new customers. Mobile expense management enhancements include addition of Corporate credit card use by multiple resources with automated reconciliation.

Ford says Financial Management now includes the application of payments to particular lines of Accounts Payable Documents, allowing users to assign partial payment to an entire AP document or to individual document lines in various proportions.

“The system also supports tracking retainage by document, approval of AR Invoices, Credit Memos, and Debit Memos for companies requiring advanced approval workflows. Accrual of the Costs for Non-Stock Items provide improved visibility into profitability well in advance of expense recognition of services performed,” he says.

Responding to community requests, the restricted use of control accounts prevents otherwise out of balance mistakes. Payment application process has been honed to minimise clicks and improve the speed of processing multiple payments.

Acumatica Manufacturing Edition 2019 R2 enhances Engineering Change Control (ECC), streamlining multiple change requests by optionally grouping them for approval process, and displaying them in bill-of-material comparisons. The Bill of Materials (BOM) has advanced visualisation tools and reports to improve usability. Material Requirements Planning (MRP) has improved forecasting and exception handling.

Acumatica Field Service Edition supports new cross-module workflows with integrated Project Accounting supporting service contracts, project schedules, tasks, and cost codes by service order type. Visual calendar boards feature real-time mapping and travel estimates for service appointments based on current traffic information from Microsoft’s Bing mapping service.

Construction Edition adds tracking of Daily Field Reports to provide all stakeholders visibility to timely information. Users can now use two-tier change management capabilities to effectively manage change workflow. Enhanced lien waiver functionality avoids accidental or premature vendor payments.

www.onechannel.co.za

[South Africa] Kukula.com implements Sabre’s cloud based solution to improve airport experience for customers

As an airline at the forefront of innovation, South African carrier kulula.com is reinventing the airport experience for its customers, with the implementation of Sabre’s new Digital Workspace solution.

Digital Workspace, Sabre’s first completely cloud-based solution, will enable airport agents to deliver a seamless and personalized airport experience to customers. This solution equips agents with workflows that eliminate the traditional linear check-in procedure and improve agent productivity by up to 30 percent compared to current processes. This innovative new technology will be rolled out across all the airports that kulula.com serves, assisting more than 1,200 agents. Travelers on kulula.com can therefore expect shorter queuing times and enjoy a hassle-free check-in experience.

“Investing in new, digital technologies is crucial to our strategy, which centers around improving the travel experience for our passengers,” said Wrenelle Stander, executive director – Airline Division, kulula.com.  “In today’s digital world, our customers expect a reimagined air travel experience, and Sabre’s digital technology will help us achieve our goal of becoming the most visionary and customer-centric carriers on the African continent.  With Sabre’s Digital Workspace, we will transform the airport experience to be more seamless, more personalized and less stressful – moving us a step closer to a fully digital integrated operation.”

Digital Workspace is part of Sabre’s Commercial Platform, an innovative new solution that delivers end-to-end personalized retailing and enables airlines to successfully retail, distribute and fulfil across all customer touchpoints.  Announced last year, the Sabre Commercial Platform is completely transforming airlines into intelligent digital entities – through advanced retailing, dynamic pricing, an open API hub, an ultra-fast shopping engine and a mobile, consumer-grade workspace for airport agents.

“Today’s digitally-savvy travelers are expecting a more seamless experience from their airlines,” said Sabre’s Dino Gelmetti, vice president, sales – Middle East and Africa.  “Passing through the airport is traditionally one of the most stressful aspects of travel, so reducing queuing times and check points will make a huge difference for kulula.com’s customers. kulula.com is one of the most progressive airlines in Africa, and Sabre’s cutting-edge technology will enable it to differentiate itself within a highly competitive and challenging environment – improving efficiencies and creating an unrivaled customer experience.”

Investments in the Sabre Commercial Platform accelerate innovation beyond the core SabreSonic passenger service system to enable airlines to maximize revenue and deliver end-to-end personalized retailing.

www.kulula.com

www.sabre.com