Messaging Customers Globally in a Changing Telecom Landscape

Messaging Customers Globally in a Changing Telecom Landscape

Published March 01, 2018 by Glen Kunene

As the international telecom market experiences significant change, what are the important criteria for enterprises to consider when selecting a provider for their messaging and voice communications channels? CTO of HOT TELECOM Steve Heap and Nexmo Director of Strategic Carrier Relations David Vigar share some pointers in this Communications in Context video segment.

To read the full transcript, scroll below the video.

Messaging Customers Globally in a Changing Telecom Landscape (Full Transcript)

Glen Kunene, Editor-in-Chief at Nexmo: Going back to you, Steve, you covered quite a lot there in your overview. So, if I’m a large enterprise and I communicate with my customers, globally, through voice as well as messaging, tell me, what’s important for me to understand about these changes that you anticipate?

Steve Heap, CTO at HOT TELECOM, a leading telecom research and consulting firm: I think the key message is probably that companies that you, as a large enterprise, or your current suppliers, deal with may not be there in three, four, or five years. Because all of the companies in this space, including the API companies for voice and messaging, all rely on other carriers to terminate calls and messages.

And so, to my mind, the successful companies are the ones that, hence, enterprises should be looking for, are the ones that have a large and solid retail base because that’s where the traffic comes from. And so, if you’ve, you know, got that large solid retail base, it makes a big difference, I think, to your ability to be successful.

And also, to be highly efficient, in terms of operational and financial processes, ideally, moving towards, you know, full automation of those activities so that they can continue to be successful as the revenue per call or whatever diminishes. Because that will allow them to build market share, I believe, going forward. So I think you should be looking for that type of company to partner with going forward into the future.

GK: Reaction to that, David?

David Vigar, Director of Strategic Carrier Relations at Nexmo: I think that’s definitely true. I think, as well as obviously building a solid customer base, it’s also about having the kind of international network connectivity as well. You know, what we’ve seen in the messaging space, more so than in the voice space is that operators, mobile operators, typically, don’t want to deal with too many companies in the middle.

They just wanna have a small number that can collect all of the messages, voice calls to all their subscribers for them. And once they have a certain number, they kinda close the door. And I think it’s important that, you know, a company that’s looking for their provider of communication services is looking at someone that has that network.

I think the other thing that’s also very critical, and this is the voice messaging and any other service, that a larger or a smaller enterprise is looking for is, how easy is it to use that service? One thing that Steve said in his introduction that drove the kinda change in the voice market is looking at why these carriers existed.

And one of the reasons that Nexmo existed and why we started the company, is because we felt that, at the time we started Nexmo, it was very difficult for a company to adopt SMS as a channel. And we set out to build the business to really solve that in many areas. And I think that’s still true today, you know, the ease of integrating and using communications service I think should be very high on the list. Because it should give the company an indication of how easy it will be to interact with that provider of communication services moving forward.

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