Technology | Globe Teleservice

Telecom Fraud in 2025: Emerging Threats and Smarter Defenses

Telecom fraud has become increasingly sophisticated—and costly. In 2023 alone, fraud in the global telecom industry surged by 12%, amounting to an estimated $38.95 billion in losses. As fraud tactics grow more advanced, staying ahead requires smarter, faster, and more adaptive defenses.

Here are the top trends reshaping the telecom fraud landscape—and how the industry can rise to the challenge.

1. AI-Powered Scams

Generative AI tools like FraudGPT enable fraudsters to deploy hyper-personalized phishing campaigns, create malware automatically, and generate deepfake content at scale. These AI-driven scams double the speed and realism of attacks, making traditional firewall systems unable to detect these types of frauds.

2. SIM Box Fraud

SIM Box devices reroute international calls through local networks, bypassing interconnect charges. This “bypass fraud” has costed carriers roughly $3.1 billion annually as of 2023. These devices exploit VoIP links, making global calls appear local.

3. International Revenue Share Fraud (IRSF)

In IRSF, fraudsters direct unsuspecting callers to premium-rate numbers, profiting from artificially generated traffic. It remains among the industry’s most lucrative fraud schemes.

4. AI-Powered Deepfake Voice Vishing

Voice cloning lets fraudsters impersonate executives or officials in real-time. These deepfake voice calls have enabled highly convincing “vishing” scams which has caused direct financial losses, prompting urgent investment in voice biometrics and authentication systems.

5. AI-Enhanced Phishing

Using generative AI, fraudsters now craft ultra-polished voice calls or WhatsApp messages that mimic credible communications from banks or telcos. AI Bots automate voice scams that bypass legacy firewall solutions and deliver near-human interactions, leading to higher success rates.

6. Wangiri Fraud: AI-Powered Callback Scams

Modern Wangiri scams involve AI-driven auto-dialers that place thousands of brief calls, enticing the receiver into returning premium-rate calls. This results in billions in revenue losses for telecom operators.

Turning the Tide with AI-Driven Defense

These evolving threats underscore a critical reality – AI is a double-edged sword. While fraudsters continue to exploit emerging technologies to outpace traditional defenses, the telecom industry must respond with equal innovation and urgency.

Telcos and enterprises must accelerate the adoption of AI-powered fraud management platforms like Armour, which deliver real-time analytics, anomaly detection, ML-driven threat intelligence, and deep reporting capabilities.

The future of secure telecom lies not in playing catch-up—but in staying ahead.
Now is the time to act.

Beyond Chat: Unlocking the Business Impact of WhatsApp API

Let’s face it—today’s customers don’t want to wait.

They don’t want to dial a helpline, navigate endless IVRs, or send an email and wait 48 hours for a response. What they want is simple: instant, personalized, and reliable communication.

The WhatsApp Business API is transforming how modern businesses connect with their customers. With over 3 billion active users worldwide, WhatsApp has become more than just a messaging app—it’s where your customers already are. That’s why integrating the API into your business strategy is quickly becoming essential.

Here are some reasons how WhatsApp Business API can boost communication and business impact:

1. Enhanced Customer Engagement

Real-time, two-way communication helps businesses send updates, answer queries, and resolve issues—leading to happier, more loyal customers.

2. Global Reach

Tap into WhatsApp’s massive user base to connect with customers across borders—whether local or global. With 80% of messages read within the first five minutes, it’s the fastest way to grab attention and stay top-of-mind.

3. Automated Messaging

Set automated replies for FAQs and routine support, allowing your team to focus on complex queries—without delays.

4. Rich Media Support

Use images, videos, PDFs, and voice notes to share catalogs, demos, and product info—making conversations more engaging.

5. Secure Communication

End-to-end encryption ensures conversations stay private, building trust and protecting customer data.

6. Integration Capabilities

Connect with CRMs, helpdesks, or e-commerce platforms to automate workflows and improve operational efficiency.

7. Analytics and Insights

Track delivery, open rates, and response times to refine messaging and understand customer behavior better.

8. Templates

Send pre-approved, structured message templates for timely updates like shipping alerts, payment reminders, or appointment confirmations.

9. Interactive Carousels

Enable rich, interactive experiences with image carousels, quick replies, and buttons—ideal for promotions, product discovery, or service selection.

10. Return on Ad Spend (ROAS)

Leverage WhatsApp as a high-converting channel that bridges ad clicks to direct customer chats—boosting your ROAS measurably.

In a world driven by convenience, speed, and personalization, the WhatsApp Business API isn’t just a tool—it’s a strategic advantage. If you’re not using it, chances are your competitors already are.
Tap into the power of next-gen communication with Globe Teleservices. Looking to elevate your customer conversations? Let’s connect and make it happen!

Elevating CX with WhatsApp – Must Try Features for Success

With over 3 billion monthly active users globally, WhatsApp isn’t just a messaging app—it’s the most dominant communication channel worldwide, including in India. As consumer habits evolve, WhatsApp is rapidly transforming into a powerful business communication tool. However, simply sending messages isn’t enough. To truly stand out, businesses must create impactful, seamless experiences on WhatsApp—experiences that are quick, personalized, and engaging.

Must-Try WhatsApp Business Features

1. Quick Replies

Save commonly used responses and reply instantly to frequent queries.

Use Case: A travel agency quickly shares package details or refund policies using saved responses.

2. Labels

Organize chats by categories like “New Lead,” “Payment Pending,” or “Repeat Buyer.”

Use Case: A retail store tracks customer stages and prioritizes follow-ups accordingly.

3. Automated Greetings and Away Messages

Make customers feel acknowledged, even during off-hours.

Use Case: An e-commerce store greets first-time shoppers and informs them of response times when agents are offline.

4. Interactive Buttons

Enable users to take direct actions like “Track Order,” “Book Now,” or “Speak to Agent.”

Use Case: A salon lets customers instantly book appointments through chat.

5. Product Catalogs

Showcase your products directly within WhatsApp.

Use Case: A clothing brand allows shoppers to browse collections and place orders without leaving the app.

6. Payments Integration

Facilitate seamless in-chat payments where supported.

Use Case: A food delivery service lets customers order and pay—all within the conversation.

7. Multi-Agent Support (via WhatsApp API)

Assign multiple agents to handle chats simultaneously, improving scalability.

Use Case: A large bank offers customer support in multiple regions without delay.

8. Click-to-Chat Links & QR Codes

Make it easy for users to start a conversation.

Use Case: A cafe places QR codes on tables for instant feedback or ordering.

9. Broadcast Lists vs. Groups

Send personalized messages to multiple users without creating group chats.

Use Case: A fitness coach sends class updates to clients while maintaining privacy.

10. End-to-End Encryption

Build trust by ensuring secure, private conversations.

Driving Better Customer Experiences

Using these features, businesses can reduce wait times, personalize conversations, and drive real-time commerce—all leading to higher engagement and conversions.

Best Practices for WhatsApp CX

Keep tone friendly and human.
Don’t over-automate—combine bots with real agents.
Always get opt-ins and respect privacy.
Monitor performance to optimize replies and timing.

Conclusion

WhatsApp is more than just a chat app—it’s a full-fledged CX powerhouse. With the right feature mix, businesses can delight customers, foster loyalty, and drive revenue. Our CPaaS+ solution helps you unlock the full potential of WhatsApp for scale, security, and smarter customer journeys. Ready to transform your customer experience? Let’s connect.

Building Trust and Experiences with RCS

Rich Communication Services (RCS) is revolutionizing the way brands engage with customers—merging the reliability of SMS with the interactivity of modern messaging apps. The latest update, GSMA’s RCS Universal Profile 3.0, strengthens this evolution with a focus on security, scalability, and seamless experiences.

At its core, this upgrade enhances end-to-end encryption (E2EE), protecting messages, media, and user content from unauthorized access. It also introduces advanced chatbot features, such as deep links, clipboard actions, and subscription management, ensuring smarter and more flexible conversations between brands and users.

With 1.1 billion active users globally in 2024, up from 930 million in 2023, RCS is gaining rapid traction as a future-ready and scalable interactive messaging channel for businesses across sectors.

Key Features That Make RCS a Game-Changer:

End-to-End Encryption (E2EE): RCS ensures complete message privacy by encrypting all messages, files, and user content, offering businesses and customers peace of mind against data breaches.
Smarter Chatbot Interactions: With the addition of deep links, clipboard actions, and subscription controls, RCS chatbots can now provide more meaningful and personalized conversations that drive better engagement.
Spam Protection & Enhanced Security: Improved spam detection and filtering mechanisms help reduce fraudulent messages, protecting users and preserving the integrity of business communications.
User-Centric Design: The latest update offers a simplified, intuitive interface while giving users more control over their privacy settings, creating a more transparent and secure experience.
Cross-Platform Interoperability: RCS Universal Profile 3.0 ensures that messages are consistently delivered and experienced across various devices, networks, and regions—eliminating fragmentation.
Web View Integration: Businesses can now embed web content directly into RCS messages, allowing customers to view and interact with web pages within the app—offering smoother journeys without switching contexts.
Google Wallet Integration: Through RCS Business Messaging, users can seamlessly receive and store boarding passes, event tickets, or loyalty cards directly in Google Wallet from within their messaging app.
Calendar Sync: Users can add events, appointments, or webinar reminders straight from RCS messages into their device’s native calendar, reducing friction and boosting attendance.
In-Message Payments (via Google Pay): RCS supports secure, in-chat transactions that enable users to complete purchases without redirection, resulting in higher conversion rates and seamless shopping experiences.

The future of messaging is here.

RCS is not just a channel—it’s a powerful customer experience tool. By offering secure, interactive, and rich messaging capabilities, it empowers businesses to build trust, drive engagement, and improve conversion rates like never before.

From financial services and travel to retail and healthcare, reshape your communication strategies with our secure and verified RCS solution—designed to deliver experiences your customers can trust.

RCS: Elevating SMS for Next-Gen Business Messaging

Rich Communication Services (RCS) is revolutionizing business messaging, enhancing traditional SMS with interactive and personalized experiences. As enterprises seek more engaging ways to connect with customers, RCS has emerged as a game-changer, offering rich media, real-time interactivity, and branded messaging. With the global RCS business messaging market projected to grow from $1.8 billion in 2024 to $8.7 billion in 2029, its adoption is accelerating, especially with Apple embracing RCS, enabling businesses to reach a broader audience worldwide.

RCS enhancing traditional SMS

RCS upgrades SMS by introducing a host of advanced features that significantly improve customer interactions. Some of the key enhancements include:

Rich Media Support – Unlike SMS, RCS allows businesses to send images, videos, and GIFs, making communication more engaging.
Read Receipts & Typing Indicators – Businesses can track engagement and respond in real time, making customer interactions more seamless.
Branding & Verified Messaging – RCS allows businesses to use official logos and brand colors, ensuring credibility and reducing fraud risks.
AI-Powered Chatbots – Automated customer service is now more interactive with AI-powered chatbots, improving response times and personalization.
Interactive Buttons – Customers can take instant action such as scheduling appointments, feedback or making purchases within the message itself.

RCS as the Ideal Solution for Communication

RCS is ideal for businesses looking to boost customer engagement through:

Promotions & Marketing Campaigns – Delivering visually rich promotions, discounts, and product launches.
Customer Support & Service – Enabling real-time, interactive, and AI-driven support.
Transactional Messages – Sending order confirmations, flight updates, and payment reminders with enhanced media.
Surveys & Feedback Collection – Encouraging customer participation through engaging formats.

Future Outlook: Will RCS Replace SMS?

While RCS offers advanced capabilities, SMS remains an essential tool for businesses due to its universal reach. RCS and SMS are expected to coexist, catering to different customer segments based on device compatibility and network support.

With its ability to personalize interactions, enhance branding, and streamline customer engagement, RCS is set to become a game-changer in enterprise messaging strategies. As adoption grows, businesses that leverage RCS will gain a competitive edge in delivering superior customer experiences.

Customer First: Drive Satisfaction with AI-Powered CPaaS

At the core of any successful company is customer satisfaction. Yet, keeping customers happy in today’s demanding marketplace can be increasingly challenging. Customers expect quick responses, personalized services, and seamless experiences from brands. As per Forbes, over 70% of customers expect personalized service, making it crucial to adapt and enhance their customer engagement strategies.

This is where AI-powered CPaaS (Communication Platform as a Service) solutions come in. By leveraging artificial intelligence, businesses can create an intelligent, customer-first approach that ensures every interaction is meaningful, efficient, and satisfying.

Here’s how:

Feeling Heard & Valued

Customers appreciate brands that listen. AI-powered chatbots and sentiment analysis tools can help businesses acknowledge customer feedback in real-time. Whether it’s through automated responses or live agent assistance, ensuring customers feel heard fosters trust and loyalty.

Personalized Interactions

Generic responses no longer cut it. AI-driven CPaaS solutions enable hyper-personalization by analyzing customer preferences, past interactions, and behavioral data. This allows businesses to send tailored recommendations and messaging, making customers feel valued.

Omnichannel Communication

Today’s customers interact with brands through multiple touchpoints—SMS, WhatsApp, email, and social media. AI-powered CPaaS ensures seamless omnichannel communication, allowing businesses to engage customers on their preferred platforms.

Data Privacy & Security

AI-driven security measures such as fraud detection, encryption, and consent management ensure that customer data is protected, fostering confidence in the brand’s commitment to privacy.

Proactive Support & Updates

Gone are the days of reactive customer support. CPaaS is enabling businesses to send automated updates, alerts, and reminders, ensuring customers stay informed, reducing frustration caused by unexpected issues.

Customer happiness isn’t just about delivering a product or service—it’s about creating seamless, personalized, and proactive experiences. By adopting our AI-powered CPaaS solution, stay ahead in the customer experience game, ensuring satisfaction, loyalty, and long-term success. Investing in the right technology today, means happier customers tomorrow!

Beyond Prevention: AI in Fraud Management

Telecom operators are constantly locked in a relentless battle against fraudsters. Imagine this: A network operator wakes up to discover thousands of fraudulent transactions overnight, resulting in millions in losses. This isn’t just a hypothetical scenario – it’s a growing reality. According to the Communications Fraud Control Association (CFCA), the telecom industry suffered an estimated $38.95 billion in fraud-related losses in 2023, a staggering 12% increase from previous years. Traditional fraud detection systems, which react after an attack, are no longer enough. The urgency to shift from reactive to proactive fraud management has never been greater.

The Shift to Proactive Fraud Management

For years, telecom and enterprise networks have relied on rule-based fraud detection methods. To stay ahead, networks must transition from merely responding to fraud incidents to actively preventing them before they occur.

AI/ML-Driven Fraud Detection and Real-Time Threat Mitigation

The integration of AI and Machine Learning (ML) is revolutionizing fraud management. Unlike traditional methods, AI-powered systems analyze vast amounts of data in real-time, identifying patterns that indicate fraudulent activities.

Key capabilities include:

Intelligent Traffic Monitoring: AI continuously scans network traffic to detect unusual patterns and block suspicious activities in real time.
Adaptive Threat Detection: ML models evolve with emerging fraud tactics, identifying new attack vectors before they cause damage.
Automated Risk Scoring: AI assigns risk scores to transactions, enabling instant decision-making and reducing false positives.

The Future of Fraud Prevention in Telecom Networks

As fraud tactics evolve, so too must prevention strategies. Future trends in telecom fraud management include:

Blockchain for Secure Transactions: Ensuring data integrity and reducing the risk of tampering.
Advanced Threat Intelligence Sharing: Collaboration between telecom operators to stay ahead of emerging threats.
Hyperautomation in Fraud Detection: AI and ML working in tandem to automate fraud detection and response at scale.
Network API: Provides real-time access to network intelligence, enabling instant fraud detection, automated security enforcement, and seamless authentication.

In today’s digital landscape, merely detecting fraud isn’t enough. Safeguard your network, reputation and end-consumer by leveraging AI, behavioral analytics and real-time monitoring with our next-gen fraud management solution, Armour. The shift from reactive to proactive fraud management is not just a necessity—it’s the future of secure telecom operations.

Get in touch with our expert to know more.

AI vs. Fraud: The Next-Gen Battle for Security

Fraud is evolving, and so is the fight against it. With cybercriminals deploying increasingly sophisticated tactics, traditional fraud detection methods are no longer enough. AI is stepping in as a game changer, helping operators and enterprises safeguard their end-consumers with predictive analytics and real-time threat detection. The impact is evident—according to Market.us, the AI in Fraud Detection Market was valued at USD 12.1 billion in 2023 and is set to reach USD 108.3 billion by 2033.

The Rise of AI in Fraud Prevention

AI has become the backbone of modern fraud management, leveraging Machine Learning (ML) and Generative AI (GenAI) to analyze vast amounts of data, detect patterns, and predict potential threats. Unlike traditional rule-based systems, AI-driven fraud detection evolves continuously, identifying anomalies and stopping fraudulent activities before they cause damage.

AI-Powered Fraud Detection Techniques

AI employs multiple techniques to combat fraud effectively:

Behavioral Analysis: By monitoring user behavior, AI identifies deviations that may indicate fraudulent activity, such as unusual transaction patterns or login attempts.
Anomaly Detection: AI detects irregularities in real-time, flagging suspicious activities that deviate from normal usage trends.
Predictive Analytics: Using historical data, AI forecasts potential fraud attempts and enables proactive security measures.
Real-Time Threat Monitoring: AI-driven systems provide continuous monitoring, allowing instant responses to fraudulent activities and minimizing financial losses.

The Evolving Fraud Landscape

Fraudsters are adapting, employing AI themselves to bypass security measures. From deepfake scams to AI-generated phishing attacks, threats are becoming more sophisticated. However, AI also evolves in response, strengthening security through continuous learning and adaptation. GenAI is particularly impactful, as it helps security systems simulate potential fraud attempts and prepare countermeasures in advance.

Challenges and Ethical Concerns

While AI-powered fraud prevention is highly effective, it comes with its own set of challenges:

False Positives: Overzealous AI may flag legitimate transactions as fraudulent, leading to customer dissatisfaction.
Data Privacy: AI relies on vast datasets, raising concerns about user privacy and compliance with regulations like GDPR.
AI Bias: Improperly trained AI models may exhibit biases, potentially leading to unfair fraud assessments.

What’s Next? The Future of AI in Fraud Management

AI will continue to revolutionize fraud management with advanced deep learning models, blockchain integration for enhanced security, and AI-driven cybersecurity solutions. Tackle fraud head on with our AI-powered solution, Armour, and redefine security.

Get in touch with our experts to stay ahead in the evolving landscape.

AI Chatbots – The Future of Sales

The future of sales is here, and it’s chatting with your customers 24/7! In a world where speed and personalization define customer expectations, AI-powered chatbots are transforming how businesses sell.

With the conversational AI market set to soar from USD 13.2 billion in 2024 to USD 49.9 billion by 2030, it’s clear that intelligent automation is redefining customer engagement and sales strategies.

How AI Chatbots Are Enhancing Sales

Conversational AI is revolutionizing sales by automating key touchpoints in the customer journey. From lead qualification to seamless follow-ups, chatbots take over repetitive tasks, allowing sales teams to focus on closing deals.

Here’s how they make an impact:

Follow-ups Made Easy: Chatbots automate follow-ups, ensuring no opportunity slips through the cracks.
Real-time Customer Engagement: Whether it’s answering inquiries, offering product recommendations, or guiding users, AI ensures instant and personalized responses.
Scheduling Appointments & Demos: Chatbots streamline the booking process, allowing customers to schedule meetings, demos, or consultations without manual intervention.
Seamless Product Catalogue Access: Customers can browse product catalogs, check availability, and compare options instantly through AI-driven chat interfaces.
Enhancing Point of Sale (POS) Transactions: AI chatbots assist in upselling products, and handling queries at checkout, improving efficiency and customer experience.
Assisting with FAQs: Frees up sales teams by handling common inquiries instantly.

From retail and e-commerce to healthcare and banking, conversational AI is transforming industries with smarter, automated customer interactions.

Why Businesses are leveraging AI-Powered Chatbots

Sales teams aren’t the only ones benefiting—businesses are experiencing tangible advantages:

Personalization at Scale – AI-driven chatbots analyze customer data to deliver tailored conversations and product recommendations.
24/7 Availability – No time zones, no breaks—chatbots keep selling around the clock.
Instant Response Times – Reduces wait times, keeping potential customers engaged and reducing drop-offs.

The Future of AI in Sales

AI chatbots are only getting smarter. Expect more advanced capabilities like:

Voice Assistants – AI-powered voice interactions for hands-free engagement.
Predictive Analytics – Chatbots analyzing customer behavior to anticipate needs and boost conversions.
Hyper-Personalization – AI refining interactions based on real-time data for more meaningful conversations.

By harnessing the power of conversational AI, you can optimize workflows, simplify the sales journey, and ultimately drive higher conversions.

Revolutionize the way you connect with customers with our enterprise communication solution, CPaaS+.

Connect with our experts to enable innovations #ei.

Revolutionizing BFSI with Cloud Communications

The Banking, Financial Services, and Insurance (BFSI) sector is undergoing a digital transformation, and cloud communication is at the heart of this revolution. This growth can be attributed to the projected Compound Annual Growth Rate (CAGR) of approximately 7.9% from 2023 to 2030. And to scale, banks, financial institutions, and insurance companies are leveraging purpose-built cloud communication solutions. By integrating AI-driven capabilities and multi-channel engagement, BFSI organizations can stay ahead in an increasingly competitive landscape.

Enhancing Customer Experience with AI-Powered Engagement

AI-driven chatbots provide instant query resolution, reducing wait times and improving customer satisfaction.
Voice assistants and predictive analytics enable personalized, real-time interactions.
Intelligent call routing ensures customers connect with the right representatives, enhancing service efficiency.

Driving Operational Efficiency with Automation

Automated reminders for loan payments, policy renewals, and transaction alerts reduce manual effort and errors.
AI-powered analytics help monitor fraud patterns and assess risks more effectively.
Scalable cloud solutions enable BFSI firms to manage high interaction volumes without infrastructure limitations.

Crisis Communication: Ensuring Seamless Connectivity

Real-time alerts via SMS, email, and automated voice calls keep end-users informed during crises.
Secure messaging platforms help maintain compliance and protect sensitive financial data.
Cloud solutions ensure instant, reliable communication during cyber threats, financial disruptions, or regulatory changes.

Multi-Channel Communication for Maximum Reach

Integration of SMS, email, WhatsApp, RCS, and voice ensures seamless engagement across customer demographics.
Customers can choose their preferred communication channel, improving accessibility and satisfaction.
Omni-channel support strengthens brand trust and loyalty by fostering seamless and reliable interactions.

The Future of BFSI Communication

As digital banking and fintech innovations continue to evolve, cloud communication solutions will play a vital role in shaping the future of BFSI. By embracing AI-powered automation, secure messaging, and multi-channel engagement with Globe Teleservices, financial institutions can enhance customer experience, improve operational efficiency, and strengthen crisis preparedness.

The BFSI sector must leverage the agility of cloud solutions to stay resilient, competitive, and customer centric. Investing in purpose-built cloud communication is no longer an option—it’s a necessity for future-ready financial services.