A2P SMS MESSAGING VENDOR PERFORMANCE 2015 · Beepsend BICS Infobip Monty Mobile Syniverse Tata Communica tions Tyntec Tier 1: Overall Rating 4-5 /5 CLX Dialogue Mblox Nexmo SOME

A2P SMS MESSAGING VENDOR PERFORMANCE 2015 Strategic Analysis

© The Roaming Consulting Company Ltd 2015

ROCCO Research provides to Operators a unique chance to learn about Vendors from the aggregated opinions of Operators globally. Operators take part anonymously in the Research.

The objective of the A2P SMS Messaging Vendor Performance 2015 Survey is to capture unbiased and neutral perceptions from Operators on the position in the industry today on A2P SMS Messaging. ROCCO wants to help the industry understand better the position on processes, Industry challenges or key Industry Suppliers.

ROCCO is asked “who are the best suppliers for leadership or performance” and wants to understand on behalf of its Clients how Vendors are supporting Operators in these areas in order to try to understand if the A2P SMS Messaging services are precisely optimised.

ROCCO uses experts hand selected by our management team to establish questions which serve to provide significant and meaningful responses. This Research Project has been designed by ROCCO in association with James Williams of WPS Ltd [email protected] who is a Specialist in A2P SMS Messaging.

INTRODUCTION

2


SURVEY RESULTS GUIDE TO CONTENTS

Your Executive Summary is split into 5 sections

Overview Performance Leadership

1. 2. 3.

Value

4.

*  Standard Overview

*  Standard Conclusions

*  Performance criteria across all providers

*  Value elements

*  Churn

Conclusions

5.

*  Provider by Provider Conclusions

*  Overall Survey Conclusions

*  Leadership criteria across all providers

1 3 2 4 5

EXECUTIVE SUMMARY THIS PART OF THE REPORT IS SHARED WITH ALL OPERATORS WHO TAKE PART IN THE RESEARCH


•  Facts about the Survey

•  A2P SMS Messaging Leaders

•  The most important criteria for Operators when choosing a vendor

•  Changes Operators would like to see to the A2P SMS Messaging Model

•  Performance Overview of A2P SMS Messaging Vendors

•  Tags associated with A2P SMS Messaging Vendors

•  Conclusions

•  Further Information about our Research Projects

EXECUTIVE SUMMARY CONTENTS

5 1 3 2 4 5


Operators included perceptions from Group respondees where one perception is counted as one operator but may reflect more, Vodafone, Orange, T-Mobile, Telefonica, etc.

All Continents took part: For the first time in our research Asia had more respondees than Europe.

Only Operators are allowed to take part in Surveys. The results given by A2P vendors’ staff who completed the survey have been removed. The Survey took place by telephone and online between April to May 2015

FACTS ABOUT THE SURVEY

6 1 3 2 4 5


FACTS ABOUT THE SURVEY (2) GLOBAL DISTRIBUTION OF RESPONDEES

35,1%

1,1% 32,9%

11,1%

13,4%

6,1%

7 1 3 2 4 5


FACTS ABOUT THE SURVEY (3)

The survey had 16 questions (the lowest level of questions)10 mandatory and the rest optional.

The chart here presents the percentage of times Vendors were chosen by respondees. Vendors with fewer than 3 responses are included within “other”.

There were 25 Vendors in this Research Project and we ask Operators to give a view of their perception of these Vendors across 30+ KPIs.

There is no connection between how many people choose to talk about a Vendor, as to how well that Vendor can perform. The results depend upon the ratings given for that Vendor as to how they score in our Report.

Even if a vendor receives only one response they may in this way lead in the survey! This is to ensure fairness to all providers large and small.

A response was given to all 25 Vendors.

Airtel Business

6% Beepsend 4%

BICS 13%

CITIC 3%

CLX 7%

CS Networks 2% Dialogue

6%

GMS 6%

iBasis 2%

IDM 2%

Infobip 5%

Mblox 8%

Monty Mobile 2%

Nexmo 4%

OTHER 6%

RouteSMS 3%

SAP 6%

Syniverse 9%

Tanla 3%

Tata Communications

6%

8 1 3 2 4 5


A2P SMS MESSAGING LEADERS: TIER 1 VENDORS ARE PRESENTED IN TIERS ACCORDING TO THEIR OVERALL PERFORMANCE ACROSS ALL KPIS IN OUR RESEARCH ALL VENDORS APPEAR IN TIERS IN ALPHABETICAL ORDER

9 1 3 2 4 5


A2P SMS MESSAGING LEADERS: ALL TIERS VENDORS ARE PRESENTED IN TIERS ACCORDING TO THEIR OVERALL PERFORMANCE ACROSS ALL KPIS IN OUR RESEARCH ALL VENDORS APPEAR IN TIERS IN ALPHABETICAL ORDER

Tier 3: Overall Rating 3-3.5 /5

Airtel Business

AMD Telecom GMS RouteSMS Tanla Telecom

Italia Sparkle

Telenor Global

Services

Tier 2: Overall Rating 3.5-4 /5

Beepsend BICS Infobip Monty Mobile Syniverse

Tata Communica

tions Tyntec

Tier 1: Overall Rating 4-5 /5

CLX Dialogue Mblox Nexmo

10 SOME OF THE VENDORS DO NOT APPEAR ABOVE BECAUSE THEY DID NOT REACH TIER 3 IN

THEIR OVERALL RATING 1 3 2 4 5


REVENUE INCREASE IS THE MOST IMPORTANT CRITERIA FOR OPERATORS WHEN CHOOSING A VENDOR WHEN YOU CONSIDER A2P SMS MESSAGING WHICH ARE THE TOP 3 MOST IMPORTANT CRITERIA FOR YOU AS AN OPERATOR?

Revenue Increase 15%

Global Reach 12%

Security 11%

Technical Support

9% Reporting 9%

Uptime Performance 9%

Route Monitoring and Management

9%

Impact on existing messaging

9%

Implementation Process

9%

Client Support 8%

Other (please specify) 0%

11

1 3 2 4 5


OPERATORS WOULD LIKE TO SEE IMPROVEMENTS IN PRICING MODELS AND A MOVE AWAY FROM GREY ROUTES WHAT CHANGES WOULD YOU LIKE TO SEE TO THE A2P SMS MESSAGING MODEL?

12

API's being easily used

Fraud and spam

detection on real time

More visibility on SMS traffic that crosses

your network

Combination of Enterprise messaging

with OTT services

Transparency and no more grey routes

PRICING MODEL

A move away from grey routes to

reasonable priced direct connections

only Mandatory financial commitment in order to avoid empty links with some unknown providers that want to connect

More application providers to start

using trusted legitimate A2P

SMS providers to deliver SMS rather

than using grey routes

More aggregation

1 3 2 4 5


OVERALL OPERATORS RATED VENDORS WELL ON PERFORMANCE WITH THE BIGGEST ISSUES BEING ON FLEXIBILITY AND VALUE FOR MONEY

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Reliability

Customer Service

Technical Expertise

Reputation

Value for Money

Understanding of Interconnect

Offers Excellent Value Added Services (VAS)

Quality of Service

Transparency

Flexibility

1: Poor 2: Not Good 3: Undecided 4: Good 5: Excellent

13

1 3 2 4 5


TAGS ASSOCIATED WITH A2P SMS MESSAGING PROVIDERS IN THIS REPORT

14

Needs Trusted

Smart people SERVICE

Grey Routes

Slow

Performance

Not Global

Leader

Ma

rket

Relia

ble

Strong Brilliant

Reve

nues

Qua

lity Experience

Average

Good supplier

Leadership Poor

1 3 2 4 5


With 25 Providers in our A2P SMS Research for 2015 (and there are several we probably didn’t include – which we will include next year) there is now some great competition for A2P SMS Messaging in the marketplace.

Processes have come under some scrutiny, with a lot of Operators complaining about grey routes and more demand to improve the A2P SMS Messaging model.

Operators agree that A2P SMS Messaging vendors are an important when they can deliver on Revenue enhancement and they have global reach.

Vendors deliver well in key aspects of performance but it was noted in general services are very different from one Vendor to another. 8 Vendors did not reach our Performance Tiers because they scored below average (negative results). Our Top four Tier 1 providers scored consistently across all KPIS and these are the kind of vendors Operators want to support here.

CONCLUSIONS

15

1 3 2 4 5

PERFORMANCE

1 3 2 4 5


PERFORMANCE CONTENTS

Introduction General Performance KPIs •  Reliability •  Customer Service •  Technical Expertise •  Reputation •  Value for Money •  Understanding of Interconnect

•  Offers excellent Value Added Services (VAS)

•  Quality of Service •  Transparency •  Flexibility

17

Performance+ (On important A2P SMS Messaging aspects): •  Uptime performance •  Client Support •  Global Reach

•  Route Monitoring and Management •  Technical Support •  Security •  Reporting •  Impact on existing messaging •  Revenue Increase

•  Connectivity •  Information •  Alignment •  Timeliness

1 3 2 4 5


INTRODUCTION PERFORMANCE ROCCO wants to know how A2P SMS Messaging providers are perceived for performance criteria which are fundamental to the delivery of A2P SMS Messaging service.

Several performance criteria are key “buzz words” used in our industry to denote a quality performance. For example… “X is good Value for Money but isn’t very Flexible”.

Brand messages often use performance criteria to advertise certain features of a product or service. However, sometimes we can’t quantify if the brand message is accurate or simply a marketing vision. For example, Uptime Performance is a performance indicator required of a A2P SMS Messaging providers and may be advertised as a feature of a A2P SMS Messaging Provider but not always delivered to the degree needed by the operator.

Our survey helps quantify performance criteria to assist Operators to get a wider perspective.

References to [Q4] are references to the question which Vendor would you like to share feedback on…

Note black squares indicate the best rated Provider for 2015.

18

1 3 2 4 5


3

3.5 3.8

3.81

2.5

4.7

1.5

4.44

1

3

3.5 3.67

4.17

4.58

4 3.8

2.67 2.75

4.22

3.33

3.88 4

3.67 3.71

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RELIABILITY

19

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5.

1 3 2 4 5


3.33 3.4

4

2.33

4.5

2.67

4.17

1

3.57 3.33

3

4

4.29

3.5

4.2

3 2.86

4.13

2

4.2 4

2.67

4.15

2

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CUSTOMER SERVICE

20

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose AMD Telecom.

1 3 2 4 5


2.83

3

4 3.63

2

4.63

1.5

4.57

4

3.5 3.67 3.5

4.17 4.22

3

3.8

3 2.89

4.25

3.67 3.75

2.5

4 4.08

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TECHNICAL EXPERTISE

21

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose Veoo.

1 3 2 4 5


3.14 3

4

1

4.5

2.33

4.14

1

3 3

3.67 4

4.6 4.5

4.2

3.33 2.86

3.89 3.67

4

3.5 3.67

3.92

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REPUTATION

22

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose Veoo and AMD Telecom.

1 3 2 4 5


2.17

3 3.33

3.24

2.33

4.33

2

4.33

2.5

3.14

2.5

3.5

4.4

4.25

4 4.17

2.5 2.63

3.9

1

4 4.23

3.33

4

3

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VALUE FOR MONEY

23


1 3 2 4 5


2.86

3.5 3.6

4.07

3

4.6

2.33

4.56

3

3.5

2.33 2.5

4

4.45

3.5 3.75

3 3

4.22

3.33

4

3.5

2.67

4.21

2

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UNDERSTANDING OF INTERCONNECT

24


1 3 2 4 5


3 3

3.6

3.47

2.67

4.56

2.67

4.25

2

3

2.5

3.33

3.67

4.5

3.67

4.4

2.67

3

4.18

3.5

3.67 3.5

4 3.8

3

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2

3

4

5

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OFFERS EXCELLENT VALUE ADDED SERVICES (VAS)

25


1 3 2 4 5


3 3 3

4.07

2.75

4.5

3

4.33

4

3

2.67 2.5

4.17

4.64

4 3.83

3 2.89

3.8

3.33

3.88

3.5 3.67

4

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QUALITY OF SERVICES

26


1 3 2 4 5


3.14

3.5

3.75

3.33

2.67

4.44

2.67

4.29

2

3 3

3.67

4.17 4.22

3.67

4.4

2.67

3.13

3.8

3.5

4.57

3.5

3.67 3.67

2

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TRANSPARENCY

27


1 3 2 4 5


3 3.33

3.79

2.5

4.67

1

4.5 3.83

3

2.5

4.17 4.25 4 4

3 3.14

3.33

3

3.57 4

3

3.82

3

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FLEXIBILITY

28

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No repondents chose Esendex and AMD Telecom

1 3 2 4 5

PERFORMANCE + IMPORTANT A2P SMS MESSAGING ASPECTS

1 3 2 4 5


2.6

4

3.5

3.69

1

4.57

2.33

4.5

3.67

2

2.5

4.17 4.25

3.67 4

2.5

3

3.63 3.33

3.8

4

3.33

4

2

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IMPLEMENTATION PROCESS

30

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose Esendex.

1 3 2 4 5


3.29

3

4 3.75

3.25

4.75

1.5

4.38

2.5

3.13

3.67 3.5

3.67

4.33

4 4

2.67 2.89

4.09

2

4 4

3

4.07

1

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UPTIME PERFORMANCE

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1 3 2 4 5


2.2

3

3.6

3.71

1.5

4.43

1

4.38

2

3.38

2

3.33

4 4.3

3.67 3.8 3.5

2.67

3.75

3

4.14

2.5

3.67

4.4

2

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CLIENT SUPPORT

32


1 3 2 4 5


3.29

3

3.75

3.79

2.67

4.56

2

4.25

2

3.29 3.33

3

4.17 4.38

3.33 3.5

3.5

2.89

4.09

2.5

3.71 3.5

3

4.08

1

2

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GLOBAL REACH

33


1 3 2 4 5


2.4

4

3.6 3.36

1

4.33

2.33

4.57

1

3

2.67 3

3.6

4.3

4 4.25

3

2.63

4.33

4 3.75 4

3

4.23

2

1

2

3

4

5 A

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ROUTE MONITORING AND MANAGEMENT

34


1 3 2 4 5


2.86

3.5 3.4

3.63

2

4.67

2

4.33

3 3.11 3.33

2.5

3.8

4.38

4 4.2

2.67 3

4.1

2.5

3.88

3.5 3.33

4.08

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TECHNICAL SUPPORT

35


1 3 2 4 5


3.13 3

3.75

3.65

3

4.63

1

4.14

2.5

3.67

3

4 3.83

4.36

3.67 3.8

5

3.22

3.92 4

3.57

2.5

3.33

4

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SECURITY

36


1 3 2 4 5


3.57

3

3.6

3.62

2.33

4.33

2.33

4.56

2

3.25

2.67 2.5

4

4.4

4 4

2.67

2.43

3.9

3.33

3.89

3.5

2.67

4

2

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REPORTING

37


1 3 2 4 5


3

4

3.5

3.65

1

4.57

2.33

4.38

2

2.71 3 3.33

4

4.4

3.67

4.17

3.5

3.11

4

3.67 3.63

4

3

4.23

2

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IMPACT ON EXISTING MESSAGING

38


1 3 2 4 5


3 3 3.25

3.54

2.5

4.67

1.5

4.25

1

2.8

3

3.8

4.4

3.67 4

2.5

2.67

4

1

3.83

3 3

3.73

2

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REVENUE INCREASE

39

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose iBasis.

1 3 2 4 5


3.14

4

3.67

3.6

3

4.5

2.33

4.75

1.5

3.17 3

2.5

4

4.4

3.67

4.17

2.67 2.75

3.78

3.33

4 4

2.5

3.64

3

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CONNECTIVITY THE CONNECTIVITY WITH [VENDOR SELECTED FOR FEEDBACK] WAS EASY FROM START TO FINISH

40

Mandatory Question: When thinking about [Q4] do you agree with their performance in these areas? Rating: Out of 5.

1 3 2 4 5


2.86

3.5 3.6 3.35

2

4.43

2.67

4.63

3 3.13

3

1

3.67

4.2

3.67

4.33

3 3.13

3.69

3.33

4.11 4

3.67 3.93

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INFORMATION I WAS FULLY INFORMED OF THE PROS AND CONS OF JOINING THE [VENDOR SELECTED FOR FEEDBACK] SOLUTION BEFORE I SIGNED THE CONTRACT

41


1 3 2 4 5


3.13

4

3.33

3.6

2.67

4.3

2.33

4.22

2

3.25

2.67 2.5

4

4.36

3.67

4.17

2.67 2.63

3.82

3.67

3.89

3

2

3.93

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ALIGNMENT THE ACCOUNT MANAGEMENT/ SALES TEAM OF [VENDOR SELECTED FOR FEEDBACK] ARE FULLY ALIGNED WITH THEIR OPERATIONAL/TECHNICAL TEAMS

42


1 3 2 4 5


3.25 3.5 3.4

3.44

1.67

4.38

2.67

4.75

2

3.33 3.5

1

3.83

4.3

3.5

4.33

3 2.88

4

3.33

4 4

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4

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TIMELINESS [VENDOR SELECTED FOR FEEDBACK]MEETS THEIR DEADLINES

43 Mandatory Question: When thinking about [Q4] do you agree with their performance in these areas? Rating: Out of 5. Some Providers had

less respondents than others. 1 3 2 4 5

LEADERSHIP

1 3 2 4 5


LEADERSHIP CONTENTS

Introduction •  Global Presence •  Trusted •  Industry Expertise •  Innovative •  Enabler •  Dynamic •  Courageous •  Empowering •  Customer Orientated •  Inspiring •  Simple to work with •  Local Expertise

45

1 3 2 4 5


So few companies these days demonstrate their leadership, preferring to “play it safe” or wait for their customers to demand services. However, leadership can just provide the kind of working relationship which Inspires operators, even if the Product, Service or methodology fails at the first hurdle.

For example, opening offices in locations nearby to customers or potential customers is an example of investment in the client relationship which shows good leadership.

Trust is hard to accomplish and must be built, but is probably the most important leadership criteria of all, since it typically creates a client-provider relationship that grows and grows.

Operators expect A2P SMS Messaging providers to lead in development of products to take their Data Security to a new level. Only leaders have the right foundations and trust of their Operator clients to invest in such new models.

References to [Q4] are references to the question which Vendor would you like to share feedback on…

Black squares indicate the best rated provider for 2015.

INTRODUCTION LEADERSHIP

46

1 3 2 4 5


2.6

4

3.33

3.5

2

4.11

1

4.13

1

2.33

1

2.5

3.6

4

3.33

4

2.5 2.71

3.75

1

3.6 3.5

3 3.25

3

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GLOBAL PRESENCE

47


1 3 2 4 5


2.83 3

3.33

3.44

2.33

4.5

2.33

4

1

3

2.5

1

3.33

4.25

3.67

4

3 2.88

3.9

3

3.63 3.5

2.67

3.4

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TRUSTED

48


1 3 2 4 5


2.5

3 3.33

3.77

2

4.14

1

4.38

3

2.38

3 3

3.8

4.3

3

3.6

3

2.38

3.9

3.67 3.57 3.5

3

3.73

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INDUSTRY EXPERTISE

49


1 3 2 4 5


3 3

3.25

3.83

1

4.33

1.5

4.17

1

2.67

3

2.5

3.6

4.11

3.67

4.2

2.33 2.75

3.89

3

4

3.5

3

3.42

3

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INNOVATIVE

50


1 3 2 4 5


2.5

4

3.5

3.53

2.5

4.44

2

4.38

1

2.5

1

3

3.4

4.13

3.67

4

3

2.75

3.8

3

3.88

2

3

3.67

2

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ENABLER

51


1 3 2 4 5


3

4

3.4

3.64

2.5

4.22

1

4.43

1

2.75

2.67 3

3.33

4.44

4 4

3

2.57

3.7

3.5 3.33

2.5 2.5

3.08

2

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DYNAMIC

52


1 3 2 4 5


3 3

3.5 3.12

1.5

4.33

2.33

4

3 2.86 3

2.5

3.6

4.3

3.33

3.75

2.5 2.67

3.7

3

4

3.5

3

3.75

3

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COURAGEOUS

53


1 3 2 4 5


3 3

4 3.18

2.25

4.38

1.5

4.33

3

2.38 2.67 3

3.67

4.22

3

4

2.67 3.14

3.7 4

3.71

3

2

3.36

1

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EMPOWERING

54


1 3 2 4 5


2.86

4

3.25

3.06

1

4.4

1

4.13

1

3.13

2.5

3

3.8

4.36

4 4.17

2

2.75

3.4

1

4.25

2.5

3.33 3.25 3

1

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CUSTOMER ORIENTED

55


1 3 2 4 5


3.14

4

3.33

3.27

2.5

4.22

2.33

4.25

2.5

2.86

2.5

3

3.5

4.33

3.67

4

3.33

2.63

3.8 3.67

3.88

3.5

3 3.31

1

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INSPIRING

56


1 3 2 4 5


2.86

3 3.33

3.25

2

4.29

1

4.29

3

2

3 3.33

4.33

3

4.2

2.5 2.43

4

1

4.13

3 3

3.58

1

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SIMPLE TO WORK WITH

57

Mandatory Question: How do you rate [Q4] on their performance as a Company on the following aspect? Rating: Out of 5. No respondent chose Veoo and Esendex.

1 3 2 4 5


2.4

3 3

3.31

2.33

4.44

2.33

3.25

1

2.83

2

3

3.6

4.29

3.5 3.75

2.5

2

3.7 3.67

3.17

4

3 3

1

2

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LOCAL EXPERTISE

58


1 3 2 4 5

VALUE

1 3 2 4 5


VALUE CONTENTS

Introduction •  Well Known •  Well Rated •  Future Choice •  Services Customers want that they don’t have already •  Services customers have that they cannot do without •  Changes to the A2P SMS messaging model that customers would like to see

60

1 3 2 4 5


This section is core to the Survey Results as it contains maybe the most important aspects of A2P SMS Messaging feedback, what is the value to the Operator of the A2P SMS Messaging solutions.

If Operators have any doubt about the solutions they have at present the information contained here is optimal.

We are also introduced to some candid information about what Operators appreciate and wish for from their A2P SMS Messaging Providers and what challenges they face.

Then finally the real value statements that are crucial to the outsourcing of any service to a Provider whether or not the Providers help Operators control their traffic, revenue potential and quality of their customers Roaming experiences.

Note bright yellow Markers indicate leaders and red indicates negativity towards a provider on that topic.

INTRODUCTION VALUE

61

1 3 2 4 5


BRAND AWARENESS: SYNIVERSE IS THE MOST WELL KNOWN A2P SMS MESSAGING PROVIDER, FOLLOWED BY BICS, SAP, TATA AND TYNTEC

3.44 3.33 3.68

4.25

3.41 3.79 3.56

3.87 3.12 3.19

3.65 2.9

3.86 3.77 3.61 3.37 3.57 4.22 4.27

2.78

4.18 3.48 3.59

4.11

2.74

Mandatory Question: How do you rate the following A2P SMS Messaging providers? Answers based on rating out of 5. 62

1 3 2 4 5


GENERAL RATING: MBLOX IS THE MOST WELL RATED A2P SMS MESSAGING PROVIDER FOLLOWED BY NEXMO, CLX, TATA AND DIALOGUE

3.36 3.34 3.63

3.75 3.42

4.19 3.35 4.07

3.37 3.29

3.53 3.22 3.46

4.3 3.65

4.26 3.64 3.4 3.58 3.58

4.08 3.37 3.59 3.89

3.11

Mandatory Question: How well do you know the following A2P SMS Messaging providers ? Answers based on rating out of 5.

63

1 3 2 4 5


0 2 4 6 8 10 12 14 16 18

Airtel Business AMD Telecom

Beepsend BICS

CITIC CLX

CS Networks Dialogue Esendex

GMS iBasis IDM

Infobip mBlox

Monty Mobile Nexmo

RouteSMS SAP

Syniverse Tanla

Tata Communications Telecom Italia Sparkle

Telenor Global Services Tyntec

Veoo

1

1 1

1

6 1

2

3 1

4 1

3 8

2 8

8 1

3

3 4

5 1

3 2

4 4

6 1

2 9

1 1

1 6

2 2

1

3 1

1 3

5 1

1

1 6

1

2

2 3

1

1

1 3

1

2 1

1 1

3 1

1 2

1

1

1

The only one One of several Might Consider Not Consider Don't Know

FUTURE CHOICE: PROVIDERS THE OPERATOR ARE CONSIDERING FOR THE FUTURE - FILTERED ON THE PROVIDERS THEY KNOW BEST

Optional Question: Would you choose [Q4] for your A2P SMS Messaging provider? 64

1 3 2 4 5

Numbers of Respondees


SERVICES CUSTOMERS WANT THAT THEY DON’T HAVE ALREADY QUOTES EXTRACTED BY RESPONDEES

65

The following are the direct quotes from respondents of their needs: •  Better reporting, revenue increase!

•  SMS Hub

•  Security

•  Fraud detection and monitoring

•  Roaming Hub

•  Data Clearing

•  USSD

•  Sigtran connectivity

•  MMS capability

•  OTT services

•  SMPP Messaging Application

•  Filters and monitoring of A2P SMS

•  An off the shelf secure, encrypted SMS solution for enterprises

1 3 2 4 5


The following are the direct quotes from respondents of their needs:

•  SMS termination and reverse charge

•  A2O Aggregation

•  Reporting

•  Quality delivery

•  2-way messaging

•  Access to a customer portal which allows me to see all relevant information for my SMS traffic in a rapid, easy to view manner

•  Monetizing A2P

SERVICES CUSTOMERS HAVE THAT THEY CANNOT DO WITHOUT - QUOTES EXTRACTED BY RESPONDEES

66

1 3 2 4 5


The following are the direct quotes from respondents of their needs:

•  Better pricing

•  Fraud and spam detection on real time

•  More aggregation

•  Pricing model

•  More application providers to start using trusted legitimate A2P SMS providers to deliver SMS rather than using grey routes

•  Combination of Enterprise messaging with OTT services

•  API's being easily used

•  More visibility on SMS traffic that crosses your network

•  A move away from grey routes to reasonable priced direct connections only. Many operators have to do far more to secure their roaming connections and indeed SMPP connections with operators and enterprises. Until this is done, the price differential between a typical grey route and a direct connection is so high that grey routes in many cases have to be used to remain competitive at all today.

•  Mandatory financial commitment in order to avoid empty links with some unknown providers that wants to connect

•  Transparency and no more grey routes

CHANGES TO THE A2P SMS MESSAGING MODEL THAT CUSTOMERS WOULD LIKE TO SEE – QUOTES EXTRACTED BY RESPONDEES

67

1 3 2 4 5

CONCLUSIONS

1 3 2 4 5


Introduction

Review Provider by Provider •  Airtel Business •  AMD Telecom •  Beepsend •  BICS •  CITIC •  CLX •  CS Networks •  Dialogue •  Esendex •  GMS •  iBasis •  IDM •  Infobip •  Monty Mobile •  mBlox •  Nexmo •  RouteSMS •  SAP •  Syniverse •  Tania •  Tata Communications •  Telecom Italia Sparkle •  Telenor Global Services •  Tyntec •  Veoo

CONCLUSIONS CONTENTS Overall Conclusions

•  Overall Conclusions •  Further information

about our surveys •  Your Feedback, Our next

Steps •  Survey Notes •  Terms of Use •  Survey Eligibility •  Future Surveys

69

1 3 2 4 5


Having reviewed Providers across many different measures its now time to summarize the perceptions of Operators on a Provider by Provider basis.

What are the keys words Operators associate with providers and how do we, as the industries leading Consulting Company think these providers are performing.

We conclude with a few slides on the Leaderboard and summarize the survey .

Then we ask for your feedback on our Survey and tell you about our next steps for Surveys on A2P SMS Messaging service in the future. Welcome to our final conclusions.

Black squares indicate the best rated Provider for that category in 2015.

INTRODUCTION CONCLUSIONS

70

1 3 2 4 5


AIRTEL BUSINESS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY

Based on slides on Leadership and Performance 1 3 2 4 5

2.6 2.83

2.5

3

2.5

3

3 3

2.86

3.14

2.86

2.4

1.5

2

2.5

3

3.5

2015

3

3.33

2.83 3.14

2.17

2.86

3 3

3.14 3

1.5

2

2.5

3

3.5

2015


AIRTEL BUSINESS OVERVIEW: PERFORMANCE+ ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2.6 3.29

2.2

3.29

2.4

2.86 3.13

3.57

3 3

1.5 2

2.5 3

3.5 4

Based on slides in section 2 on Performance on important A2P aspects.

3.14

2.86 3.13 3.25

1.5

2

2.5

3

3.5

The Connectivity to [Vendor selected for feedback] was

easy from start to finish

I was fully informed of the Pros and Cons of joining the

[Vendor selected for feedback] solution before I

signed the contract

The account management/ sales team of [Vendor

selected for feedback] are fully aligned with their

Operational/ Technical Teams

[Vendor selected for feedback] meets their

deadlines


OPERATORS QUOTES ABOUT AIRTEL BUSINESS

73

The following are the direct quotes from respondents: •  Slow

•  Not global

•  Great provider who seem to be offering a lot of interesting services these days

•  Wonderful provider with great service offering!

•  Overall good

1 3 2 4 5


AMD TELECOM OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY

Based on slides on Leadership and Performance. No responses for the Performance’s aspect “Customer Service”, “Reputation” and “Flexibilty”.

1 3 2 4 5

4

3 3

3

4 4

3 3

4 4

3 3

1 1.5

2 2.5

3 3.5

4 4.5

3.5 3

3

3.5

3 3

3.5

1

1.5

2

2.5

3

3.5

4

Reliability Technical Expertise

Value for Money Understanding VAS QOS Transparency


AMD TELECOM OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4

3 3 3

4 3.5 3 3

4 3

1 1.5

2 2.5

3 3.5

4 4.5

5


4

3.5

4

3.5

1.5 2

2.5 3

3.5 4

4.5





signed the contract




[Q4] meets their deadlines


OPERATORS QUOTES ABOUT AMD TELECOM

76

The following are the direct quotes from respondents: •  Undecided

•  Good leaders in the market

1 3 2 4 5


BEEPSEND OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.33 3.33 3.33

3.25 3.5

3.4

3.5

4

3.25

3.33 3.33

3

1.5 2

2.5 3

3.5 4

4.5

3.8 3.4 4

3 3.33

3.6 3.6

3 3.75 3.33

1.5 2

2.5 3

3.5 4

4.5


BEEPSEND OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.5 4 3.6 3.75 3.6 3.4 3.75 3.6

3.5 3.25

1.5 2

2.5 3

3.5 4

4.5


3.67 3.6 3.33 3.4

1.5 2

2.5 3

3.5 4





signed the contract





deadlines


OPERATORS QUOTES ABOUT BEEPSEND

79

The following are the direct quotes from respondents: •  Seems like a good provider, with good people

•  Dynamic Bright and intelligent, Beepsend is our favourite provider!

•  Terrible service, slow, disorganised

•  Impressive marketing and interesting products but not good customer service

•  Good service, friendly staff

1 3 2 4 5


BICS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.5 3.44 3.77

3.83

3.53

3.64

3.12 3.18

3.06

3.27 3.25 3.31

1.5

2

2.5

3

3.5

4

3.81

4

3.63 4

3.24

4.07 3.47

4.07

3.33

3.79

1.5 2

2.5 3

3.5 4

4.5


BICS OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.69 3.75 3.71 3.79

3.36 3.63

3.65 3.62 3.65 3.54

1.5 2

2.5 3

3.5 4


3.6 3.35

3.6 3.44

1.5 2

2.5 3

3.5 4





signed the contract





deadlines


OPERATORS QUOTES ABOUT BICS

82

The following are the direct quotes from respondents: •  Still evaluating

•  Use a lot of grey routes

•  They promise more than they can deliver

•  Good performer, dynamic company

•  Poor service

•  Very reliable company and quality of service

•  Great provider, for a Belgium company they really have a global presence!

•  The greatest company we have the opportunity to work with

•  A good bad company to work with

•  BICS are a good European provider

•  Arrogant

•  Good and reliable service

•  ExpertIse

•  Service and support are excellent and easy to deal with

1 3 2 4 5


CITIC OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


2 2.33

2

1

2.5 2.5

1.5

2.25

1

2.5

2

2.33

1

1.5

2

2.5

3

2.5 2.33

2

1

2.33

3 2.67 2.75

2.67 2.5

1

1.5

2

2.5

3

3.5


CITIC OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

1

3.25

1.5

2.67

1

2

3

2.33

1

2.5

1 1.5

2 2.5

3 3.5

4


3

2

2.67

1.67 1

1.5 2

2.5 3

3.5 4





signed the contract





deadlines


OPERATORS QUOTES ABOUT CITIC

85

The following are the direct quotes from respondents: •  Great performance and leadership in critic

•  Good customer service, but not global perspective

•  Prefer BICS

•  The best in the market

1 3 2 4 5


CLX OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


4.11 4.5

4.14

4.33 4.44 4.22 4.33

4.38 4.4

4.22 4.29 4.44

1.5 2

2.5 3

3.5 4

4.5 5

4.7 4.5 4.63 4.5

4.33 4.6

4.56 4.5

4.44

4.67

1.5 2

2.5 3

3.5 4

4.5 5


CLX OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4.57 4.75 4.43 4.56 4.33

4.67 4.63 4.33 4.57

4.57

1.5 2

2.5 3

3.5 4

4.5 5


4.5 4.43 4.3 4.38

1.5 2

2.5 3

3.5 4

4.5 5





signed the contract





deadlines


OPERATORS QUOTES ABOUT CLX

88

The following are the direct quotes from respondents: •  Great provider

•  Very good provider

•  Leader in A2P!

•  Good profile

•  Smart and efficient to work with, like their people and interfaces are good

•  They are focused

•  Strong leadership I like CLX

•  Good provider with secure solution

•  Found CLX a trusted parnter who are realistic and do not hide things

•  CLX are a professional A2P SMS provider who provide great reach at a fair price in a rapid, efficient manner. Their staff are approachable, responsive and easy to deal with

1 3 2 4 5


CS NETWORKS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


1

2.33

1

1.5

2

1

2.33

1.5

1

2.33

1

2.33

1

1.5

2

2.5

1.5

2.67

1.5

2.33 2

2.33

2.67

3

2.67

1 1

1.5

2

2.5

3

3.5


CS NETWORKS: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2.33

1.5 1

2 2.33 2

1

2.33 2.33

1.5 1

1.5 2

2.5 3

3.5 4


2.33 2.67

2.33 2.67

1.5

2

2.5

3





signed the contract





deadlines


OPERATORS QUOTES ABOUT CS NETWORKS

91

The following are the direct quotes from respondents: •  Not good

•  We love this provider!

1 3 2 4 5


DIALOGUE OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


4.13 4 4.38 4.17 4.38 4.43

4 4.33

4.13

4.25 4.29

3.25

1.5 2

2.5 3

3.5 4

4.5 5

4.44 4.17 4.57

4.14 4.33 4.56 4.25 4.33

4.29

4.5

1.5 2

2.5 3

3.5 4

4.5 5


DIALOGUE: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4.5 4.38 4.38

4.25 4.57 4.33 4.14 4.56

4.38 4.25

1.5 2

2.5 3

3.5 4

4.5 5


4.75 4.63 4.22 4.75

1.5 2

2.5 3

3.5 4

4.5 5





signed the contract





deadlines


OPERATORS QUOTES ABOUT DIALOGUE

94

The following are the direct quotes from respondents: •  Great provider with a great global presence

•  Good dialogue!!!!

•  I like working with them, they could improve their systems but they offer good service

•  Brilliant provider we love working with

•  Reliable leaders in their field

•  Easy to work with

•  keen to work with mobile operators to monetize A2P revenues effectively

1 3 2 4 5


ESENDEX OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY

Based on slides on Leadership and Performance. No responses for the Performance’s aspect “Flexibility” and for the Leadership aspect “Simple to work with”. 1 3 2 4 5

1 1

3

1 1 1

3 3

1

2.5

1 1

1.5

2

2.5

3

3.5

1

1

4

1

2.5 3

2

4

2 1

1.5 2

2.5 3

3.5 4

4.5


ESENDEX: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2.5

2 2

1

3 2.5 2 2

1 1

1.5 2

2.5 3

3.5 4

Based on slides in section 2 on Performance on important A2P aspects. No responses for the aspect “Implementation process”.

1.5

3

2 2

1.5

2

2.5

3

3.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT ESENDEX

97

The following are the direct quotes from respondents: •  Poor leadership

•  Not the best, but in my top 5!

1 3 2 4 5


GMS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


2.33

3

2.38

2.67 2.5

2.75 2.86

2.38

3.13 2.86 3 2.83

1.5

2

2.5

3

3.5

3

3.57 3.5

3 3.14 3.5

3 3

3

3.83

1.5

2

2.5

3

3.5

4


GMS OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.67

3.13 3.38

3.29 3 3.11

3.67 3.25

2.71 2.8

1.5 2

2.5 3

3.5 4

4.5 5


3.17 3.13

3.25 3.33

1.5

2

2.5

3

3.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT GMS

100

The following are the direct quotes from respondents: •  Unprofessional

•  Disappointing

•  Not a good provider

•  Needs improvements

•  Good but very slow

•  We work with GMS for P2P connectivity as well and that is why we open connection for A2P as well, but from January 2015 till May 2015 we don;t see very huge amount of traffic into our network, forecast promised more

•  This is trusted Partner, team is very experienced. all problems can be solved within few hours, there is no need to call and check the status

1 3 2 4 5


IBASIS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


1

2.5 3 3

1

2.67 3 2.67

2.5 2.5

2 2

1

1.5

2

2.5

3

3.5

3.5 3.33 3.67

3

2.5 2.33

2.5 2.67

3

3

1.5

2

2.5

3

3.5

4


IBASIS : PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2

3.67

2

3.33

2.67

3.33 3 2.67 3

1.5

2

2.5

3

3.5

4

Based on slides in section 2 on Performance on important A2P aspects. No responses for the aspect “Revenue Increase”.

3 3 2.67

3.5

1.5 2

2.5 3

3.5 4





signed the contract





deadlines


OPERATORS QUOTES ABOUT IBASIS

103

The following are the direct quotes from respondents: •  Average

•  Problems with security

•  Good supplier also for Sim Box

1 3 2 4 5


IDM OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


2.5

1

3 2.5 3

3

2.5

3 3

3 3 3

1

1.5

2

2.5

3

3.5

2015

3.67 3

3.5 3.67 3.5

2.5

3.33

2.5

3.67

2.5

1.5

2

2.5

3

3.5

4

2015


IDM OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2.5 3.5 3.33

3 3 2.5

4

2.5 3.33 3

1.5 2

2.5 3

3.5 4

4.5


2.5

1

2.5

1 1

1.5

2

2.5

3





signed the contract





deadlines


OPERATORS QUOTES ABOUT IDM

106

The following are the direct quotes from respondents: •  Good

•  Some bad experiences... we had to leave this one...

•  Good vendor

1 3 2 4 5


INFOBIP OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.6 3.33 3.8

3.6 3.4

3.33 3.6

3.67 3.8 3.5

3.33 3.6

1.5

2

2.5

3

3.5

4

4.17 4 4.17 4

4.4 4 3.67

4.17

4.17

4.17

1.5 2

2.5 3

3.5 4

4.5 5


INFOBIP: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4.17

3.67 4 4.17

3.6 3.8

3.83 4 4 3.8

1.5 2

2.5 3

3.5 4

4.5


4 3.67

4 3.83

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT INFOBIP

109

The following are the direct quotes from respondents: •  They are not interested in their customers needs

•  Good experience but wouldn't stay with them

•  Just recently started to work. So far so good

•  Ok

•  best provider we have ever had

1 3 2 4 5


MBLOX OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


4 4.25 4.3

4.11 4.13 4.44 4.3 4.22

4.36 4.33

4.33 4.29

1.5 2

2.5 3

3.5 4

4.5 5

4.58 4.29

4.22 4.6

4.25 4.45 4.5

4.64

4.22

4.25

1.5 2

2.5 3

3.5 4

4.5 5


MBLOX: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4.25 4.33 4.3 4.38 4.3 4.38 4.36 4.4

4.4 4.4

1.5 2

2.5 3

3.5 4

4.5 5


4.4 4.2

4.36 4.3

1 1.5

2 2.5

3 3.5

4 4.5

5





signed the contract





deadlines


OPERATORS QUOTES ABOUT MBLOX

112

The following are the direct quotes from respondents: •  Great provider with global connections

•  There's only one provider!

•  Outstanding provider for A2P, a global leader

•  Great provider of A2P

•  Not that good

•  Great company to work with

•  Brilliant!!!

•  Quick in delivery...

•  Fantastic and best provider

•  Global provider with good people and nice customer service

•  Very good provider... the oldest and still the best...

1 3 2 4 5


MONTY MOBILE OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.33 3.67

3

3.67 3.67 4

3.33 3 4 3.67

3

3.5

1.5 2

2.5 3

3.5 4

4.5

4 3.5

3

4.5

4 3.5

3.67 4

3.67

4

1.5 2

2.5 3

3.5 4

4.5 5


MONTY MOBILE OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.67 4 3.67

3.33

4 4 3.67 4

3.67 3.67

1.5 2

2.5 3

3.5 4

4.5


3.67 3.67 3.67

3.5

1 1.5

2 2.5

3 3.5

4





signed the contract





deadlines


OPERATORS QUOTES ABOUT MONTY MOBILE

115

The following are the direct quotes from respondents: •  Average

•  Good provider, I like Monty

•  Very good

1 3 2 4 5


NEXMO OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


4 4

3.6

4.2 4 4 3.75

4 4.17

4 4.2 3.75

1.5 2

2.5 3

3.5 4

4.5

3.8

4.2

3.8 4.2 4.17

3.75

4.4 3.83

4.4 4

1.5 2

2.5 3

3.5 4

4.5 5


NEXMO OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4 4 3.8

3.5

4.25 4.2 3.8 4 4.17 4

1.5 2

2.5 3

3.5 4

4.5


4.17 4.33 4.17 4.33

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT NEXMO

118

The following are the direct quotes from respondents: •  Wonderful company to work with...

•  Nexmo is a great provider we really admire

•  Inspiring and simple to work with!

•  Would not recommend

•  One of the best

•  APIs are great

1 3 2 4 5


ROUTE SMS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


2.5

3 3

2.33

3 3

2.5 2.67

2

3.33

2.5 2.5

1.5

2

2.5

3

3.5

2.67

3 3

3.33

2.5

3 2.67

3

2.67

3

1.5

2

2.5

3

3.5


ROUTE SMS: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2.5 2.67

3.5 3.5

3 2.67

5

2.67 3.5

2.5

1.5 2

2.5 3

3.5 4

4.5 5


2.67 3 2.67 3

1 1.5

2 2.5

3 3.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT ROUTE SMS

121

The following are the direct quotes from respondents: •  Poor customer service

•  Easy to work with

•  They are good

1 3 2 4 5


SAP OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


2.71 2.88

2.38

2.75 2.75

2.57 2.67

3.4

2.75 2.63

2.43 2

1.5

2

2.5

3

3.5

2.75

2.86 2.89 2.86 2.63

3 3 2.89

3.13

3.14

1.5

2

2.5

3

3.5


SAP OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3 2.89 2.67 2.89

2.63 3

3.22

2.43 3.11 2.67

1.5 2

2.5 3

3.5 4

4.5 5


2.75 3.13 2.63 2.88

1 1.5

2 2.5

3 3.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT SAP

124

The following are the direct quotes from respondents: •  Not a good provider

•  They use grey routes

•  They were a very good provider, now they got too big

•  Poor customer service

•  Not good... avoid!

•  Well known with some great people

•  SAP are great and I like what they are doing these days...

1 3 2 4 5


SYNIVERSE OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.75 3.9 3.9

3.89 3.8

3.7 3.7 3.7

3.4

3.8 4 3.7

1.5 2

2.5 3

3.5 4

4.5

4.22 4.13 4.25

3.89 3.9 4.22

4.18 3.8

3.8 3.33

1.5 2

2.5 3

3.5 4

4.5


SYNIVERSE OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.63 4.09 3.75 4.09 4.33 4.1 3.92 3.9 4 4

1.5 2

2.5 3

3.5 4

4.5 5


3.78 3.69

3.82 4

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT SYNIVERSE

127

The following are the direct quotes from respondents: •  Bad arrogant provider

•  Americans who think they can rule the world

•  Good provider, but preferred MACH

•  A world leader in Roaming tools

•  Great performer, very smart

•  Love Syniverse! Can you send them a big kiss from me! I miss them!

•  Syniverse does not specialise in anything...

•  Becoming one of the best providers after the migration of MACH is finally complete

•  Excellent

•  Very good internationally, may not have many direct connections but has strong knowledge of local markets

•  Syniverse expertise in dealing with more than 75% of GSM operators world wide for their inter-operator roaming business enhance their reach ability on messaging , They are one of professional organisation to deal with to get your results right!

•  Is a good company, but is a few expensive their services

1 3 2 4 5


TANIA OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


1

3 3.67 3 3

3.5 3

4

1

3.67

1

3.67

1 1.5

2 2.5

3 3.5

4 4.5

3.33

2

3.67 3.67

1

3.33 3.5 3.33

3.5 3

1 1.5

2 2.5

3 3.5

4


TANIA OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.33

2

3

2.5

4

2.5

4 3.33 3.67

1 1 1.5

2 2.5

3 3.5

4 4.5

5


3.33 3.33

3.67 3.33

1 1.5

2 2.5

3 3.5

4





signed the contract





deadlines


OPERATORS QUOTES ABOUT TANIA

130

The following are the direct quotes from respondents: •  Not a great provider

•  Tanla are a great provider, we use them in our company and we are happy with them

•  Good provider

1 3 2 4 5


TATA COMMUNICATIONS OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.6 3.63 3.57

4 3.88

3.33

4 3.71 4.25 3.88 4.13

3.17

1.5 2

2.5 3

3.5 4

4.5

3.88

4.2

3.75 4 4 4 3.67 3.88

4.57 3.57

1.5 2

2.5 3

3.5 4

4.5 5


TATA COMMUNICATIONS OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.8 4 4.14

3.71 3.75 3.88 3.57 3.89

3.63 3.83

1.5 2

2.5 3

3.5 4

4.5 5


4 4.11 3.89 4

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





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OPERATORS QUOTES ABOUT TATA TELECOMMUNICATIONS

133

The following are the direct quotes from respondents: •  Slow

•  Like TATA American offices

•  Great company getting back into the driving seat

•  Not best

•  Amazing service!

•  Very good provider for all Operators needs

•  Great provider!

•  The best on the market!

•  Punctual, Trusted

1 3 2 4 5


TELECOM ITALIA SPARKLE OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.5 3.5 3.5

3.5

2 2.5

3.5 3

2.5

3.5

3

4

1.5 2

2.5 3

3.5 4

4.5

4

4

2.5

3.5

4.23

3.5 3.5 3.5

3.5

4

1.5 2

2.5 3

3.5 4

4.5


TELECOM ITALIA SPARKLE OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.8 4 4.14

3.71 3.75 3.88 3.57 3.89

3.63 3.83

1.5 2

2.5 3

3.5 4

4.5 5


4 4

3 4

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT TELECOM ITALIA SPARKLE

136

The following are the direct quotes from respondents: •  Slow and unresponsive on several areas of our concern

1 3 2 4 5


TELENOR GLOBAL SERVICES OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3 2.67 3

3 3

2.5

3

2

3.33 3 3 3

1.5

2

2.5

3

3.5

3.67 2.67

4 3.67

3.33

2.67

4 3.67

3.67 3

1.5 2

2.5 3

3.5 4

4.5


TELENOR GLOBAL SERVICES: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

3.33

3

3.67

3 3 3.33 3.3

2.67 3 3

1.5 2

2.5 3

3.5 4

4.5 5


2.5

3.67

2

3.33

1 1.5

2 2.5

3 3.5

4





signed the contract





deadlines


OPERATORS QUOTES ABOUT TELENOR GLOBAL SERVICES

139

The following are the direct quotes from respondents: •  Complex to work with

•  Smart people

•  Good provider with a lot of experience, I trust the Scandinavian providers

1 3 2 4 5


TYNTEC OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY


3.25 3.4 3.73 3.42 3.67

3.08

3.75 3.36

3.25

3.31 3.58

3

1.5

2

2.5

3

3.5

4

3.71

4.15 4.08 3.92 4

4.21 3.8 4

3.67

3.82

1.5 2

2.5 3

3.5 4

4.5


TYNTEC OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

4 4.07

4.4 4.08 4.23 4.08 4 4 4.23 3.73

1.5 2

2.5 3

3.5 4

4.5 5


3.64 3.93 3.93

3.33

1 1.5

2 2.5

3 3.5

4 4.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT TYNTEC

142

The following are the direct quotes from respondents: •  Good provider, needs some improvement

•  Good performance and poor leadership

•  Great parties

•  Good supplier with easy processes... we like them a lot but they just need to promote themselves more

•  Nice Smart People

•  Great provider with a nice attitude

•  Too many issues

•  Average

•  Good performance

•  Not a trusted provider

•  Good parties

•  Reliable

•  High quality but high prices

•  I believe that in a current messaging arena the operator plays an important role of an infrastructure owner. Tyntec still values the enterprise customer more than an operator, which is short sited

1 3 2 4 5


VEOO OVERVIEW: PERFORMANCE AND LEADERSHIP SUMMARY

Based on slides on Leadership and Performance. No responses for the Performance’s aspects “Technical Expertise” and “Reputation” and for the Leadership’s aspects “Trusted”, “Industry Expertise”, “Innovative”, “Inspiring”, “Simple to work with” and “Local Expertise”. 1 3 2 4 5

3 3

2 2

3 3

1.5

2

2.5

3

3.5

Global Presence Innovative Enabler Dynamic Courageous Customer Orientated

2

2

3

2

3

2 2

3

1.5

2

2.5

3

3.5

Reliability Customer Service

Value for Money

Understanding VAS QOS Transparency Flexibility


VEOO OVERVIEW: PERFORMANCE ON A2P KEY ASPECTS AND VALUE

1 3 2 4 5

2 2 2

2 2 2 2

1.5 2

2.5 3

3.5 4

Based on slides in section 2 on Performance on important A2P aspects. No responses for the Performance’s aspects “Uptime Performance” and “Global Reach” and “Technical Support”.

3 3 3

3

1 1.5

2 2.5

3 3.5





signed the contract





deadlines


OPERATORS QUOTES ABOUT VEOO

145

The following are the direct quotes from respondents: •  Not good

1 3 2 4 5


LEADERBOARD The following Slides show how the Vendors performed against all rating criteria and define the overall Vendor Ranking we call the Leaderboard.

How do we calculate the leaders? We take the

•  Average of Performance Category •  Average of Performance+ Category (those KPIS specific to

A2P SMS Messaging) •  Average of Leadership Category •  Average of General Rating Category (Slide 62)

And we create an overall average.

We have concluded from our experience that this is the fairest way of understanding the overall Vendor Ranking.

1 3 2 4 5


LEADER BOARD: TIER ONE VENDORS SCORING 4-5 RATING OUT OF 5 CLX IS THE OVERALL LEADER WITH MBLOX CLOSE BEHIND

Performance Performance

+ Leadership General Rating

Average Overall Rating

CLX 4.54 4.51 4.32 4.19 4.39

Mblox 4.40 4.34 4.26 4.3 4.32

Dialogue 4.36 4.44 4.15 4.07 4.25

Nexmo 4.06 4.05 3.97 4.26 4.09

3.90

4.00

4.10

4.20

4.30

4.40

4.50

4.60

Ratin

gs

out

of 5

147


LEADER BOARD: TIER TWO VENDORS SCORING 3.5-4 RATING OUT OF 5




Tata Communications 3.95 3.87 3.76 4.08 3.92

Syniverse 3.97 3.94 3.77 3.58 3.81

Tyntec 3.94 4.02 3.40 3.89 3.81

Infobip 4.09 3.90 3.55 3.46 3.75

Monty Mobile 3.78 3.73 3.49 3.65 3.66

BICS 3.74 3.60 3.41 3.75 3.62

Beepsend 3.48 3.57 3.38 3.63 3.51

3.30

3.40

3.50

3.60

3.70

3.80

3.90

4.00

4.10

Ratin

gs

out

of 5

148


LEADER BOARD: TIER THREE VENDORS SCORING 3-3.5 RATING OUT OF 5




Telecom Italia Sparkle 3.62 3.54 3.17 3.37 3.42

Telenor Global Services 3.44 3.06 2.88 3.59 3.24

Tanla 3.03 3.07 2.79 3.58 3.12

AMD Telecom 2.25 3.46 3.42 3.34 3.12

GMS 3.25 3.21 2.72 3.29 3.12

RouteSMS 2.88 3.06 2.69 3.64 3.07

Airtel Business 2.95 2.98 2.81 3.36 3.02

2.60

2.80

3.00

3.20

3.40

3.60

Ratin

g o

ut o

f 5

149


LEADER BOARD: NON TIERED VENDORS SCORING BELOW 3 RATING OUT OF 5

Performance Performance+ Leadership General Rating Average

Overall Rating

SAP 2.92 2.85 2.64 3.4 2.95

IDM 3.18 2.69 2.71 3.22 2.95

iBasis 2.95 2.70 2.32 3.53 2.88

CITIC 2.38 2.11 1.99 3.42 2.48

CS Networks 2.17 2.02 1.61 3.35 2.29

Esendex 2.05 1.89 1.54 3.37 2.21

Veoo 1.90 1.86 1.33 3.11 2.05

1.30

1.80

2.30

2.80

3.30

Ratin

g o

ut o

f 5

150


OVERALL CONCLUSIONS

We like to do new research projects here at ROCCO. Especially because when it comes to Independent Research we have the chance to ask the questions that way that Operators want and present really neutral data.

This Research Project was a great opportunity for us to develop our knowledge on a great new venture. While we have been conducting Research on Vendor Performance for a few years we have never touched on A2P SMS Messaging before and we have learned a lot about the business constraints, opportunities and Vendors in the market.

Several of the Vendros are familiar to Operators and are also those who performed well in the question we asked on “how well you know these A2P Vendors”. This Brand awareness question was led by providers we may all have heard of: SAP, Syniverse, Tyntech and TATA and yet it was not these Vendors who performed well in the next question which was about rating, where CLX, Mblox, Dialogue and Nexmo led.

151


OVERALL CONCLUSIONS (2) Meeting new Vendors in the market place is a great thing as being so neutral ROCCO has really new view on how Vendors would perform in this research.

Our Leader board results presented some of the most known providers as not reaching our minimum tier 3 level. This is surprising but also suggests these players 1) may have too many products and services or customers to focus on A2P SMS Messaging, 2) they offer some methodology which is not approved by Operators.

One other area we decided to stay clear of was grey routes, which we had prepared a specific question on this we discluded it at last minute. Since there is so much focus by Operators on this issue we will include this next year.

Overall a great performance by CLX, Dialogue, Mblox and Nexmo who have really proved to the market how well they perform these services. Since there are so many providers of A2P SMS Messaging it is clear that competition stimulates Vendors to do a good job.

We look forwards to see how Vendors perform in next years Research and see if the feedback Operators have given here influences those tier 2 and tier 3 Vendors to reach for the number 1 position.

152

FURTHER INFORMATION ABOUT OUR RESEARCH PROJECTS

1 3 2 4 5


We would welcome your feedback on our questions, research, interpretation of the results and our presentation of the results. Please contact Federica our Head of Legal, Regulation and Research at [email protected] to give your view.

We have taken a lot of feedback on this survey which we intend to use in the revision of this survey for 2016.

In 2016 we intend to repeat several questions we have created here and then understand how perceptions are changing with regards to A2P SMS Messaging and how the performance has evolved.

YOUR FEEDBACK, OUR NEXT STEPS

154

1 3 2 4 5


This represents ROCCO’s first A2P SMS messaging Research Programme.

As we progress with our research we intend to refine questions and results much more finely but we are also aware that our being able to capture this data depends purely on the Operators and their willingness to participate.

There are 700+ Operators within the GSMA Membership. ROCCO made more than 750 individual e-mails and calls to reach the feedback within this document and reach respondees at their most available.

It should be noted that it is important to identify respondents who know who the Providers are and can actively comment.

REPORT NOTES

155

1 3 2 4 5


RESEARCH PROJECT ELIGIBILITY

If you want results like these for other Industry Topics watch out for our Surveys at www.roamingconsulting.com or register with us for one of our Research team to contact you by telephone whenever we have a survey available.

Remember you get a free Executive Summary of the survey if you participate.

Our Research is mostly only open to GSMA Full Member Operators. Make sure you check if your eligible to participate, Service Providers may not be allowed to take part in some Research Projects and their responses will be removed from the survey results if they are not eligible.

156

1 3 2 4 5


LIVE AND FUTURE RESEARCH PROJECTS

157

The Wholesale Roaming Cost Surveys – Ongoing Research Projects

•  Diameter: https://www.research.net/s/ROCCOMPDIA15

•  SS7: https://www.research.net/s/ROCCOSSSevenMP2015

•  SOR: https://www.research.net/s/ROCCOSORMP2015

•  DC: https://www.research.net/s/ROCCODCHMP15

•  FC: https://www.research.net/s/ROCCOFCHMP15

•  NRTRDE: https://www.research.net/s/ROCCONRTMP15

•  RMS: https://www.research.net/s/ROCCORMSAMP15

•  Roaming Hub: https://www.research.net/s/ROCCORHUBMP2015

Hot Topics Research Projects

•  LTE and VoLTE Roaming Strategy 2015https://www.research.net/r/ROCCOLTEVoLTE2015

Vendor Performance Research Projects

•  SIM BoX Detection Vendor Performance 2015 (May 2015)https://www.research.net/r/ROCCOSIMBOXDETECT2015

Expected Research Projects

•  Roaming Management Systems Vendor Performance 2015

•  Steering of Roaming Vendor Performance 2015

1 3 2 4 5


ROCCO MASTERCLASSES THIS SEPTEMBER

158

1 3 2 4 5

159

THANK YOU

Documents

A2P SMS MESSAGING VENDOR PERFORMANCE 2015 · Beepsend BICS Infobip Monty Mobile Syniverse Tata Communica tions Tyntec Tier 1: Overall Rating 4-5 /5 CLX Dialogue Mblox Nexmo SOME