SMS | Globe Teleservice

How can Africa’s telecom players become mobile money winners?

Research shows that much of the population in Africa has limited access to financial services. As incomes in the continent rise, that has meant that it’s become one of the most attractive places for banking opportunities.

Mobile money has been on the increase in this continent with deployments increasing 39% annually in the past decade. Both transaction volume and the value of mobile money have also witnessed double-digit growth. Some of the reasons for the growth of mobile money can be attributed to a lack of formal savings or credit, something that is prevalent in emerging markets as well as the rise of the telecom sector.

That apart, non-participation in the formal economy owing to social and economic reasons also pushes the population towards digital finance. The pandemic further accelerated the pace of digital/ mobile money adoption especially as African governments made it easier to leverage mobile money by reducing the barriers to sign up. In Rwanda, for example, mobile money transactions increased fivefold during a lockdown as governments eased regulations and reduced/waived transaction fees. In Malawi, 2019 IMF statistics reveal that fewer than 170 of every 1,000 adults have deposits in a bank account, whereas nearly 600 have a mobile money account.

The mobile money boom presents tremendous opportunities to telecom players to leverage the burgeoning market. Research also shows banks looking to partner with telcos to add value to their portfolio of services and grab a share of the mobile money boom. Mobile money is making financial services more accessible without the dependencies on traditional infrastructure.

As Africa becomes the world’s hottest place for mobile money, here are a few things for telecom operators to consider:

Keeping security top of the mind

Telcos have to keep security top of their mind to drive mobile money acceptance and adoption. Ensuring secure transactions by enabling next-gen impenetrable, robust, and resilient SMS firewalls will play a crucial role to ensure secure transactions since authentication messages and OTP’s are sent through these messages.

That apart, they need to ensure that no revenue leaks and illegal traffic flow through their routes. Identifying and blocking grey route traffic will assume paramount importance to prevent fraud, block illegal traffic and increase customer reliance on their services. Technologies such as Real-time monitoring, System-level filtering, and Intelligent SMS Firewall Rules will be of immense help to overcome the grey route and security challenge for telecom operators.

Friction-less customer experiences

To emerge as mobile money winners, telecom operators have to ensure that they deliver a frictionless payments experience to their customers. Whether it is the security of transactions or the ease of setting up digital identities, telecom operators have to look at ways to improve customer experience by identifying customer pain points and challenges.

Enabling facilities such as eKYC to simplify the verification process, make it more accurate and seamless not only enhances the authentication process but also makes the process more secure. Technologies such as AI and Machine Learning can further help in optimizing the KYC process and simplify identity and document verification.

Elevating network security

Network security is essential for telecom operators to win the mobile money wars in the African continent. With the promise of 5G on the horizon and technologies such as AI and IoT becoming commonplace, telecom operators have to make sure that the network connection and endpoints are secured appropriately.

While legacy networks will struggle to meet the modern-day network security requirements, looking at network virtualization and other strategies such as network slicing, more detailed and individual authentication processes, and technologies that identify changes and anomalies in traffic or behaviour patterns become important areas to consider.

Update the technology stack

One of the challenges that telcos need to navigate in Africa is that of the unavailability of skills in modern technology and a heavy reliance on ageing technology. Inadequate IT infrastructure and insufficient skills and experience with modern-day telecom tech can impact the pace of growth when telcos want to increase their portfolio and cash in on the mobile money trend.

Updating the technology stack to drive better security, ensuring end-point security, developing applications that are robust, fast, thoroughly tested, and optimized for speed and security, network infrastructure security and zero-trust application security architectures can help telcos expand their capabilities to increase their service portfolio.

These considerations apart, telecom players will also have to navigate the challenge of SIM jacking, SMS phishing, and SMA Spoofing to prevent information manipulation. Enabling proactive route testing, home routing and rerouting capabilities come in handy here.

Analysing the information exchanged between two parties to identify discrepancies proactively also becomes important for ensuring secure transactions. AI-ML-based voice firewalls, features such as global tile blocking, legal interception, blocking messages based on system-level filtering, intelligent SMS firewall rules, map operation codes, Live GUI, and CDR for analysis, etc are other ways to ensure greater security to prevent fraud and unhappy customers.

Currently, there are about 100 million active mobile financial services customers across Africa. The total MFS opportunity in this market is close to $2.1 billion or approximately two per cent of total African banking revenue pools. While banks identify ways to increase their footprint and get a share of this pie, telcos already have a large number of unbanked people on their networks. The ones to win the mobile money game will be those who can roll out the right products according to customer needs more securely. Telcos have already got one piece of the puzzle sorted. They can win the latter with advanced and cutting-edge telecom solutions with ease.

Focusing on operator readiness for next-gen messaging

The world of business messaging has evolved greatly. A2P messaging is seeing steady growth and enterprises are recognizing immense value from strategically adding SMS to their omnichannel strategies. This growth in A2P messaging has also offered MNO’s compelling growth opportunities as volumes and applications grow. OTT messaging apps have also gained traction, especially in the enterprise communication market. While OTT messaging platforms are steadily integrating into enterprise omnichannel strategies, challenges associated with rolling them out on a global scale, limited reliability and privacy concerns have discouraged enterprises from leveraging this medium to exchange critical and sensitive information.

Given the universal applicability, A2P messaging will continue to be a part of the enterprise messaging strategy. MNO’s however have to now gear up to enable next-gen messaging services such as RCS or Rich Communication Services, M2M communication etc. to meet with the enterprise needs to enable next-gen messaging.

The growth of next-gen messaging

By enabling RCS messaging, MNOs will be able to deploy an enhanced native messaging experience for their enterprise customers (and their end customers!). RSC messaging promises to deliver an elevated and seamless experience using personal and interactive messaging and rich media to drive customer engagement. While OTT platforms offer elevated messaging experiences, mobile operators provide ubiquity, reliability, and trust thereby making them more suitable to the enterprise narrative.

That apart, there is also an incremental incline in the usage of M2M (Machine to Machine), communication. Technologies such as Big Data and AI are working in M2M to improve customer experiences by ensuring maximum speed and deliverability. M2M messaging also makes it easier to schedule bulk message delivery and helps businesses stay top of the mind of their customers. Applications are also growing in the context of enterprise automation and autonomous actions driven by M2M capabilities.

5G is also poised to become a mainstay in the mobile mix sooner rather than later. While 5G promises to enable the interconnected world and make business messaging even more personalized and effective, it also opens up the surface area of cyber-attacks demanding greater and more airtight cybersecurity standards.

Given the forces of change and evolving market dynamics at work, focusing on operator readiness will assume paramount importance to enable next-gen messaging. A few of the things MNOs have to evaluate are:

Capacity to address the grey route challenge

Revenue leakage due to grey routes will lead to a cumulative loss of $37.1 billion, or an annual average leakage of $7.69 billion between 2020- 2024. Next-gen messaging is attractive to MNOs because it comes with the promise of greater profits thereby placing paramount importance on addressing the grey route challenge.

While mobile operators are proactively trying to address this issue and thereby securing messaging revenues, fraudsters and non-compliant SMS aggregators are working hard to identify loopholes and other methods to deliver SMS’. Advanced firewall solutions and integrating traditional firewalls with big data and advanced analytics can assuage this problem by identifying fraudulent patterns faster and hence become imperative capabilities to develop to enable next-gen messaging.

Building zero trust networks

With M2M communication coming into the messaging mix coupled with the rise of 5G, operator readiness also involves establishing zero trust networks to keep the network safe from malicious intent and activity.

Aligning 5G specifications with zero-trust tenets helps in establishing a zero-trust architecture. A zero-trust architecture ensures secure network access to resources (data, devices, and services) and provides access to only the authorized and approved subjects ((users, devices, and services).

Securing digital identities, and the communication transport and of user and signalling data across 3GPP interfaces, along with designing the right security posture of network assets contribute towards creating a zero-trust architecture.

Plug leaks and increase monetization opportunities

The mobile playing field is only set to become more competitive with next-gen messaging entering the channel and services mix. Mobile operators have to develop their capabilities to deliver differentiated and more personalized experiences while identifying monetizing opportunities. While doing so, they also need to ensure that there is no revenue slipping through the cracks.

Operators thus have to employ the right anti-fraud solutions to actively monitor and block fraud and SPAM. Intelligent AI and ML-based firewall solutions become critical enablers of 360-degree network protection of messaging traffic. Such intelligent solutions protect subscribers against fraud by proactively monitoring security breaches with contextual analysis to block fraudulent messages.

The added advantage of using intelligent solutions is the access to advanced analytics that provide insights into usage and consumption patterns and help MNO’s identify revenue-generating opportunities and gaps.

In Conclusion

As next-gen messaging evolves, the focus has to be on improving the security posture. Concerns on network security, grey routes, SIM jacking, and SIM phishing have to be addressed and there has to be an increased focus on data security. Mobile operators will have to develop their capabilities to proactively deal with security threats that are increasing in scope and complexity. Partnering with experienced telecom solutions providers to access robust solutions that improve monetization and performance will become inevitable to enable next-gen messaging services. Let us help you get ready for the next-gen of messaging solutions.

Is Pricing The Achilles Heel Of SMS?

Any marketing leader for a consumer brand would agree that today one of their most successful customer approach channels for conversion is SMS. With an open rate of 98%, SMSs, are still among the most trusted sources of information that sparks customer interest worldwide.

The worldwide trend in digital adoption has seen traditional incumbents being massively disrupted or even displaced from their very existence by new-age startups that have sought to leverage technology to beat customer expectations. Another scenario we have seen is the poor fate of protectionist policies against digital alternatives in industries like music and software. For years, brands tried to chase down online portals and channels with labels of piracy, but for every website or illegal channel they tried to curb, thousands more sprang up in a matter of days. Ultimately, the leaders in these segments realized that rather than try to fix the rest of the world, their pricing and business models were the inspiration of such a huge illegal market booming.

The solution to the problem arrived when the music and software industry took to the cloud and came out with their streaming avatars. Today the SaaS, music streaming, and OTT industry are worth trillions of dollars worldwide. This business model innovation has enabled billions of consumers to access services that they would have never been able to afford earlier owing to large upfront license or ownership costs.

Businesses moved into a consumption-based subscription model of pricing that spreads their revenue generation cycle over a period of time rather than tied to an upfront fee. This allowed them to book recurring revenue and eventually profit from economies of scale with more users. As often happens, this also reduced piracy because the risk-reward ratio was no longer in favour of trying to circumvent the legal channels when the cost was so minimal.

Now, coming to the SMS industry, one of the biggest pain points that brands face today when leveraging SMS as a key marketing tool is the high pricing bands that they have to deal with from providers. In an age where a variety of options exist to bypass the telecom providers and adopt admittedly grey routes, the temptation of cost savings may prove too great.

Let us examine 3 ways in which pricing can hurt the industry critically and set the grounds for the untimely demise of SMS as a whole:

Unaffordable Mass Communication

As businesses today transition into a volume-based economies-of-scale model for deriving revenue, their messaging services need to cater to hundreds of thousands or even millions of customers daily. Traditional SMS price points would result in brands incurring massive operational costs that will easily overwhelm the savings they achieve through lower customer acquisition or retention costs with SMS.

Rise of Illegal Services

If providers aren’t willing to consider a restructuring of their SMS pricing strategies, there will be a rising number of illegal and incompetent players in the market that will partner with businesses offering lower costs. The problem here is that these services will ultimately put customer information and credentials at risk as they will have first-hand access to important A2P messaging services between brands and their customers.

Spamming and Fraud

Another big challenge that illegal SMS service provider partnerships will result in is that they will also open a whole new dimension of cyber fraud which will cost the industry dearly. To offer lower costs to businesses for SMS services, they will leverage the SMS message and append ads or promotional links for added revenue. Criminals and fraudsters can intercept these communication lines and compromise the appended links and message information. They can then use it to plug malware and other high-risk threats into end-user devices of unsuspecting consumers.

What these 3 major drawbacks of higher pricing do for the SMS industry is that it makes SMS a less trusted entity from a consumer perspective. More spam, fraudulent activities, and threats will result in customers eventually deciding not to avail SMS-based alerts and notifications from businesses. This has the potential to lead to the demise of the industry’s revenue prospects soon.

With so much potential for customer engagement and opportunities to diversify usage scenarios with each guaranteeing higher conversion, it will be a huge blow for the industry to let SMS die a slow death solely because of traditional and hidebound pricing problems.

SMS providers and businesses can collaborate on ideas to restructure pricing options that are meaningful for both stakeholders. One of the key factors that providers and businesses cite for costly SMS services is the need for enabling secure communications and fortifying their infrastructure to prevent spam and fraud. Rather than leveraging costly manual efforts to solve this problem, providers and businesses can leverage modern technology solutions to enable a more secure and integrated SMS communication channel. Over time, these solutions will reduce the manual effort, deliver scale, and create more secure channels. This will also lead to better cost control and management that could translate to better pricing options.

Using technology, businesses can also enable borderless communication strategies through SMS services. What they need is the right guidance and the aptest digital tools to enable this experience. This is where our expertise can help make a difference. Get in touch with us to explore more about building an amazing customer experience through SMS engagement without compromising on security or worrying about scale or geographic expansion capabilities.

A Look At Network Virtualization And The Impact On The Telecom Sector

There is intense competition in the telecom sector. Customer expectations have increased.

That’s why telecom operators can no longer afford to use legacy network infrastructure. They are not built for the current type of services. Network infrastructure modernization has become so important in this context. The modern network infrastructure is more resilient and scalable than the legacy infrastructure. It helps prepare telecom operators to thrive in a hyper-competitive space. One way to modernize the network infrastructure is through network virtualization.

Unlike the traditional networks dependent on physical hardware, the virtualized ones deliver the network resources through software. So, operators are able to respond to market changes quickly and with more agility.

In fact, Network Function Virtualization (a kind of network virtualization that allows operators to virtualize specific network resources) is growing so significantly that a study predicts its market size to grow at a CAGR of 22.9% by 2024.

Let’s delve further to understand the impact it could have on the telecom sector.

Impact Of Network Virtualization On The Telecom Sector

Prepares for 5G

There will be 3 billion active 5G subscriptions in Asia and North America by 2024. 5G is expected to be a boon for the connected world we live in right now as it lowers the latency, reduces costs, accelerates the data speed, and reduces battery consumption. Considering that 5G will become a mainstay in the future, operators need to be prepared for it. However, 5G requires flexible and scalable infrastructure, which the monolithic architecture of the legacy network cannot promise. Operators need to virtualize their network architecture to support 5G capabilities. 5G works on the foundational idea of delivering all types of telecom service from anywhere, so it cannot work well with proprietary infrastructure. It works well with a service-based architecture in which multiple software networks are supported. Network virtualization can offer that flexibility. Network slicing is another 5G feature that virtualization could support, i.e., the physical network could be sliced into different virtualized networks to exchange resources efficiently.

Reduces costs

Network virtualization could reduce operation costs by 60%. Legacy network architecture required heavy investments in physical hardware. Operators had to also provision for more hardware investments in the future. Network virtualization is software-based and could potentially solve some of these issues. Operators can save costs on different network resources such as switching, routing, firewalling, etc. They are pooled and delivered through software and only require an IP packet forwarding from the physical network. Operators don’t have to worry about future scalability. The network resources can be scaled up if the demand grows and the capacity to scale up is available.

Provides more agility

Telecom operators can no longer rest on their past innovations for years to generate revenue. They have to innovate to stay agile and meet customer demands. Unfortunately, legacy network architecture cannot support such quick changes. Network virtualization provides that agility. The scalable and elastic nature of network virtualization allows operators to virtualize their hardware resource pool, improve their workflows, and support a range of applications. It helps the operators to launch services quickly and respond to the market changes by reducing the time-to-market.

Improves network security

Network virtualization enables telecom operators to support complex network security needs. As connected devices and data exchanges increase, the need for network security has increased. Legacy networks lack the capability to secure the increasing workload. Network virtualization enables operators to improve network security to safeguard data centres across the world and thus secure the data. Also, considering that technologies such as 5G require network slicing, there’s more network security guarantee. Network slicing separates the network resources. Each of these slices has its own authentication process. So, it’s easier to detect changes in behaviour patterns and traffic and mitigate the security risks accordingly.

Enhances operational efficiency

Network virtualization has become a necessity for operators to enhance their operational efficiency. First, the operators can save time on deploying hardware and other support systems. They also don’t have to follow the legacy processes that, by design, function in silos or rely on the IT team to configure each hardware system manually. Virtualization enables operators to automate the processes, so the teams can quickly deploy solutions to the increasing customer demands and achieve operational efficiency.

Conclusion

Network virtualization is changing the way operators consider business. It has opened more opportunities for operators to keep pace with emerging technologies like 5G and IoT and open a new revenue stream. However, mobile operators need to rethink the network architecture. They need to move away from using monolithic architecture and plan how to deploy it in their organization. A partial or complex overhaul of the network architecture could get complicated. That’s why operators need to work with experts who understand the virtualization model thoroughly and can help them with the transition and leverage the full potential of network virtualization.

The Enterprise CIO’s Essential Cloud Telephony Primer

Business phone systems have undergone massive transformations since their early days of using manual switchboards and a complex web of exchanges and lines to present-day infrastructure that predominantly operates via internet-based VOIP mechanisms.

Talking about the present, VOIP also is in a phase of transition as businesses seek to leverage more flexibility and ease of use in their telephone infrastructure. Networks have improved and so has SaaS technology. This has given rise to cloud telephony services taking the market by storm. Virtual exchanges set up on the cloud enable businesses to leverage a global platform for operating their business phone number from literally anywhere on the planet. Studies estimate that by 2027, the cloud telephony market will be worth over USD 40 billion globally.

The COVID 19 pandemic of 2020 was an eye-opener for corporations across the world as millions of employees worldwide had to quickly move into a remote working mode as offices and establishments remained shut. Even though the world is slowly limping back to normalcy, the corporate work culture may never be the same again. Surveys by McKinsey pointed out that nearly 80% of respondents were happier and enjoyed remote working. With minimal instances of productivity loss, companies too may not be too inflexible with their work location policies in the future.

In short, we are looking at a blended workplace model in the future where the focus is on getting the job done irrespective of where the employee chooses to work from.

But then comes the tougher challenge of empowering and equipping staff with the necessary tools and resources to help them work remotely without disruption. A key item in the minds of enterprise CIOs in this regard would be business communication systems and cloud telephony make for an optimal case here.

Now coming to what CIOs must take note of while looking to implement a business phone system based on cloud telephony in their organization. Let us explore the 5 essentials that enterprise CIOs need to factor in while transitioning into cloud telephony for their business phone system:

Unlimited Extensions

As an organization extends its geographical bases of operation, more departments may end up distributed across locations, geographies, and countries. For end customers, their need is simple. They want a quick connection and minimal extensions dialed to reach the desired department or personnel. While setting up the cloud telephone network for a business, CIO’s must ensure that the platform or service provider they choose offers unlimited extension dialing globally for the configured business phone numbers. This is a powerful communication feature that is in high demand for enterprise phone systems worldwide today.

Targeted Localization

When businesses run marketing campaigns targeting specific geographies or localities within countries they operate, it is imperative to provide a contact number that local residents can identify as being localized to their region. That will improve the trust and credibility of the business and can drive more ROI from marketing campaigns. The cloud telephony system that the business selects should be able to offer dedicated phone numbers that can be localized to regions where new promotions or campaigns are being exclusively pursued by sales and marketing teams.

Collaborative Conferencing

In the age of remote work, the seamless collaboration of peers is a key factor that determines impact and productivity. Also, there may be instances where a set of customers or potential customers may have to be engaged through a joint meeting or audio-conferencing session. The cloud business phone system that an organization selects should be able to provide a seamless audio-conferencing framework for organizing quick meetings. It should facilitate easy on-boarding for diallers, have unlimited capacity, and offer high-end reliability.

Device Flexibility

Employees who need to use the business phone system will require access to the system from a wide range of devices like their laptops, office computers, or even their smartphones and Tablet PCs. Given that we are in the digital age, these devices could again be diversified into Android or iOS devices. CIOs need to ensure that the business phone system deployed at the organization offers a global mobile dialing system via VOIP that empowers employees to make or receive calls from the business phone network through dedicated apps on devices of their choice. This flexibility will be a key requirement in the future where more employees worldwide are likely to remain working from home with the accompanying device complexity.

Easy Deployment and Resilience

A business phone system is a crucial communication tool that is likely to become the backbone of the collaborative infrastructure of any organization. Once implemented it should be able to support a wide range of desired communication features and policies as expected by any modern-day enterprise. With cloud telephony in the picture, CIOs need to ensure that they drive investments on a platform that has been proven for resilience, flexibility, and easy deployment.

Every business requires seamless communication infrastructure to nurture relationships between customers as well as among its employees. Enabling a highly functional business phone system via cloud telephony can put a business on the right track to achieve this kind of communication excellence. CIO’s, while making the decision to switch to cloud telephony, must ensure that they select the right platform for setting up a guaranteed and disruption-free telecommunication ecosystem that can truly power their organization.