Tag: Telecom fraud

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!

Redefine Business Messaging with RCS

Imagine opening a message from your favorite brand and instantly browsing a mini website—without ever leaving the chat. That’s the power of Rich Communication Services (RCS) with web-view integration. Already revolutionizing how businesses engage with customers, RCS is on track to grow from USD 2.87 billion in 2025 to USD 8.89 billion by 2030. And with web-view capabilities, it’s taking business messaging to a whole new level of convenience, interactivity, and conversion.

What is Web-View Integration in RCS?

Imagine receiving a message from your favorite brand—not just a plain SMS, but a mini experience. With web-view integration in RCS, users can browse product catalogues, fill forms, or even make purchases—all within the messaging interface. Think of it as opening a micro-website without leaving your chat window. It’s smooth, intuitive, and powerful.

Why it Matters for Business Communication

Businesses are constantly looking for ways to simplify and personalize customer journeys. Web-view integration delivers just that:

  • Enhanced Interactivity & Personalization: No more static messages. Now, businesses can send dynamic content like personalized product recommendations or interactive surveys—directly in the message thread.
  • Better Product Discovery: Customers can explore collections, read reviews, and compare items—all without switching apps or browsers.
  • Seamless User Journeys: With everything happening inside the chat, drop-offs are minimized. It’s a frictionless path from message to conversion.
Use Cases Across Industries
  • E-commerce: Brands can showcase in-message product catalogues, complete with images, prices, and buy-now options.
  • Banking: Customers can view secure web-forms for KYC or credit card applications—all from the safety of their messaging app.
  • Travel: Travel companies can share itineraries, check-in links, or booking options directly within a message thread
Why Brands Love It: The Benefits
  • Higher Engagement & Conversion Rates: Rich, interactive content holds attention and drives faster decisions.
  • Improved Customer Experience: The fewer the clicks, the happier the user. Web-view messaging reduces effort and boosts satisfaction.
  • Insightful Analytics: Track user interactions within the message, understand behavior, and personalize future campaigns.
Bringing It All Together with Globe Teleservices

At Globe Teleservices (GTS), we’re enabling innovations #ei by helping brands adopt next-gen communication tools like RCS with web-view integration. Whether it’s retail, finance, or travel—we’re redefining how businesses connect, convert, and grow.

Ready to make your messages smarter and more engaging? Connect now!

 

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.

Revolutionizing Customer Interactions Through RCS

In today’s mobile-first world, the way consumers shop is evolving rapidly. Welcome to the era of conversational commerce—where messaging apps become digital storefronts and customer interactions drive purchasing decisions. From WhatsApp to Facebook Messenger, consumers are embracing chat-based experiences. As this shift gains momentum, RCS Business Messaging traffic is projected to grow by 50% in 2025, signaling a powerful shift in how brands communicate and convert. Consumers no longer want transactional exchanges—they expect real-time, interactive, and personalized conversations.

This demand has given rise to Rich Communication Services (RCS), the next evolution of SMS. RCS empowers businesses to offer engaging and intelligent conversations directly within the messaging app—no downloads required.

RCS: The Heart of Conversational Commerce

RCS enables customers to browse products, receive personalized recommendations, complete secure transactions, and even connect with live support—all within a single message thread. With rich media, carousels, smart reply buttons, and integrated CTAs, RCS transforms messaging into an immersive, app-like experience.

For businesses, that means higher engagement, better customer satisfaction, and more conversions—all through a channel users already trust.

Business Benefits of RCS
  • Higher open and conversion rates: Rich, visual messages capture more attention than basic SMS.
  • Verified sender identity: Build credibility with branded sender IDs and verified business profiles.
  • Frictionless engagement: Let users add to cart, book appointments, or check order status right from the message.
Real-World Use Cases
  • Retail promotions and flash sales
  • Appointment bookings and reminders
  • Order tracking with real-time updates
  • Cart abandonment recovery
  • Interactive FAQs and product demos
Why It Matters Now

Consumers expect fast, intuitive, and smart communication. SMS alone can’t meet these expectations anymore. RCS is stepping in to fill the gap, helping brands make messaging more meaningful. With CPaaS integration and operator support growing globally, now is the time to embrace this next-gen messaging solution.

Transform Your Marketing with RCS

We can help you transform your customer engagement strategy with our RCS solutions. From personalized campaigns to smart automation, our tools enable businesses to deliver seamless, high-converting customer journeys—right inside the message box. Ready to turn conversations into conversions? Let’s start the journey.

The Critical Role of DLT in Combating SMS Fraud

SMS remains a vital channel for Application-to-Person (A2P) communication, supporting critical functions like OTPs, banking alerts, and promotional messaging. However, the integrity of A2P messaging is increasingly compromised by fraudulent activities. In 2023 alone, between 19.8 billion and 35.7 billion fraudulent messages were sent, accounting for 4.8% of global messaging traffic, leading to significant financial losses for businesses and operators.

What is Distributed Ledger Technology (DLT)?

Distributed Ledger Technology (DLT), commonly associated with blockchain, is a decentralized database where data is recorded across multiple nodes. Each transaction is time-stamped, immutable, and cryptographically secured, ensuring data integrity and transparency. This decentralized nature makes DLT ideal for maintaining verifiable records, especially in sectors prone to data manipulation.

Why DLT in Telecom?

In the telecom sector, DLT offers a robust solution to verify sender identities, register and validate message templates, and provide traceability for every message. By creating a trusted ecosystem, DLT minimizes the chances of malicious activities, ensuring that only pre-approved entities and content can interact with end-users.

How DLT Secures SMS Networks
  • Sender Registration: Enterprises must register on the DLT platform, ensuring only verified entities can send messages.
  • Template Approval: Each message template undergoes an approval process, eliminating spam or misleading messages.
  • Consent Management: Customers’ consent for receiving messages is recorded and auditable, giving control to the recipients.
  • Real-Time Tracking: Every message can be traced back to its origin, with an immutable audit trail deterring spoofing and unauthorized routes.
Limitations of DLT

While DLT enhances security, it isn’t a comprehensive solution. It doesn’t address phishing via malicious links, AI-generated scam messages, or cross-border frauds. Moreover, its effectiveness depends on full ecosystem compliance; without universal adoption, its benefits can be limited.

The Future of DLT in Telecom Security

For DLT to reach its full potential, integration with advanced threat intelligence systems and AI-powered anomaly detection is essential. Global collaboration among operators, regulators, and enterprises can extend DLT’s scope beyond SMS to other communication platforms, ensuring secure and trusted digital communication.

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.

Strengthening SMS Networks Against Modern Threats

Telecom networks today face an escalating threat from a growing underground model known as Fraud-as-a-Service (FaaS). It allows fraudsters to offer ready-made fraud kits, enabling scammers to exploit SMS networks for malicious purposes. The financial toll of these scams is staggering, with telecom operators, enterprises, and end-users all suffering the consequences.

The Rise of FaaS in SMS Fraud

Fraud-as-a-Service is fueling a global surge in SMS scams, hitting telecom operators with major financial and reputational damage.

FaaS and Its Impact on the SMS Network

FaaS works by enabling fraudsters to manipulate SMS traffic through various illicit methods, including:

  • Grey Routes & SMS Bypass Fraud: Fraudsters use unlicensed routes to bypass legitimate networks, leading to lost revenue for telecom operators and degraded service for customers.
  • SIM Farms: Criminals use large-scale SIM card farms to send out fraudulent messages in bulk, which are often used for scams or spam.
  • SMS Phishing (Smishing): Scammers use fraudulent SMS messages to trick users into sharing sensitive information, leading to identity theft or financial losses.
  • SMS Pumping Fraud: This technique involves tricking users into unknowingly sending premium-rate messages, adding charges to their phone bills.
  • Flash Calls vs. SMS OTP Fraud: Fraudsters use flash calls (calls that disconnect immediately) to verify accounts, bypassing SMS OTP (One-Time Password) authentication systems, leading to unauthorized access to accounts.
How Telecom Companies Are Fighting Back

To combat this growing threat, telecom companies are adopting advanced technologies and strategies:

  • AI-driven fraud detection: By analyzing SMS patterns in real-time, telecom companies can identify and block suspicious activity before it causes harm.
  • Next-gen firewalls & traffic filtering: Telecom companies can use firewalls and traffic filters to block grey routes and prevent unauthorized access to their networks.
  • Regulatory compliance & stricter authentication: Telecom operators must adhere to regulatory guidelines and implement stronger authentication methods to ensure secure SMS exchanges.
  • Cross-industry collaboration: Telecom companies must work together with other industry players against FaaS networks, sharing intelligence and tools to combat telecom frauds.

Fraud-as-a-Service is a growing threat to telecom networks, operators, and consumers. According to the Mobile Ecosystem Forum (MEF), 39% of consumers across ten surveyed countries encountered at least one SMS scam attempt in the past year. By understanding the mechanics of SMS scams and adopting next-gen AI-powered fraud management like Armour, telecom companies can protect their revenue, reputation, and customer trust.

Talk Their Talk: Personalizing Communication with CPaaS

When it comes to winning customer loyalty, one size definitely doesn’t fit all—especially when communicating across generations. This is where Communication Platform as a Service (CPaaS) helps brands bridge the gap, delivering personalized, seamless experiences whether you’re engaging with Gen Z, Millennials, Gen X, or Baby Boomers.

Understanding What Clicks with Each Generation

Let’s get to decoding how each generation engages with their favorite brand – and how CPaaS is making it all happen.

Gen Z (Born 1997–2012):
Instant gratification is key! They love texting, social media DMs (especially Instagram and Snapchat), and AI-powered chatbots. With nearly 75% of Gen Z showing interest in AI during their shopping journey in 2024, brands can win big by using CPaaS features like AI-driven chatbots and WhatsApp messaging for lightning-fast, personalized interactions.

Millennials (Born 1981–1996):
Flexible and tech-savvy, Millennials toggle between SMS, app-based messaging, social media, and email. CPaaS helps brands target them by integrating SMS promotions, loyalty program notifications via apps, and live chat support for that instant yet human touch.

Gen X (Born 1965–1980):
Think email, SMS, and voice calls – Gen X values professionalism and convenience. CPaaS platforms let businesses automate appointment reminders through SMS and offer quick query resolution over email or calls, striking the right balance between formal and fast.

Baby Boomers (Born 1946–1964):
Boomers still favor traditional communication methods like voice calls, email, and simple SMS. CPaaS solutions ensure businesses can offer click-to-call options, clear email updates, and personalized SMS reminders, keeping the experience warm, human, and easy to navigate.

With our next-gen solution – CPaaS+, engage with customers on their preferred channels, enhancing their experience and building loyalty through:

  • Omnichannel Integration: Switch between SMS, WhatsApp, voice, video, or email –  effortlessly matching the user’s preferred mode.
  • AI & Chatbots: Offer instant AI-based responses for younger generations, with seamless handoffs to human agents for older demographics.
  • Personalization & Data Insights: Use real-time analytics to send targeted campaigns, recommendations, and service updates tailored to each user.
  • Security & Compliance: No matter the generation, privacy matters. CPaaS ensures secure, compliant communication, vital for industries like finance and healthcare.

As brands in the evolving digital era, it’s crucial to switch tones, channels, and styles depending on your audience. With CPaaS+, create meaningful, future-ready connections across all age groups.

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.

 

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