Bond Wireless

SMS and VoIP Enterprise ApplicationsClarence N W Tan, PhD, FACS, F Fin

Founder and CEOBond Wireless

Adjunct Professor, Faculty of Business, Technology & Sustainable Development

Bond UniversityFaculty of Engineering & Information Technology

Griffith University

2© Bond Wireless 2007 All Rights Reserved

About Bond Wireless

• Founded in 2002 with a business presence in Australia, Singapore, Malaysia, Thailand, Kenya, UAE and USA.

• Developer of Patented IP and award winning innovative SMS application solutions

• Microsoft Gold Certified, IBM Advanced Level and Sun Microsystems iForce partners

• Listed in Top 30 ICT companies in Australia 2003/2004 and in the Q400 2005 – Top 400 Companies in Queensland

• Finalist in AIIA 2006 Communications Applications Award

• Winner of the Asia Pacific ICT Awards 2002 in Best Communication Applications Award.

• Winner Gold Coast Business Excellence Award 2006 in IT.


Our Business

• Enable enterprises of all sizes to communicate via SMS and VoIP easily, instantly, cost-effectively and confidently with authentication and verification as required

• Provide innovative software solutions

• Operate our own global text messaging infrastructure and wholesale international connectivity and access to major VoIP network.

• Provide messaging and VoIP gateways for system integrators, application developers, and multinationals


The Bond Wireless advantage

• Providing reliable cost competitive access & global coverage text messaging and VoIP via our own gateway

• Making easy to use scalable, customer-focused products to encourage usage of our gateway

• Working with innovative and strategic partners

• Being Telco independent. We partner with over 50 SMS gateways around the world to ensure competitive SMS prices and effective global delivery


Why SMS?

• Extending the capabilities of mobile messaging to the enterprise market by overcoming the limitations of traditional SMS.– Input

– No end-user proof of receipt or security to support high value applications

• SMS is a stable platform that has been around for over 15 years

• Global SMS Market Trend– Peer-Peer to Business-Peer

– US Telcos opening up to SMS

– SMS is the most cost effective method to reach large numbers of customers in most markets

– Bridging the Digital Divide e.g. in Asia, where SMS is much more accessible than the email


Why VoIP?

• VoIP make up an estimated 16% of international voice traffic in 2005 and is forecasted to grow to 75% in 2007. (Source: Telegeography, Frost & Sullivan)

• A natural progression in communication with the advent of the Internet and growth in broadband usage.

• Surprisingly, unlike the Internet, major growth for VoIP are coming from developing countries. For example, the top three countries for VoIP growth in 2004 were Brazil , Nigeria and Bangladesh. This is because VoIP can be made available to non-Internet users such as cell phone users.


Products Lines

• Packaged Products– Campaign Messenger Professional with VoIP - .Net PC-based 2-Way Global SMS

Broadcasting software – SMS Print - Windows Print Driver for sending SMS– Greetings2fone - Prepaid SMS card

• Enterprise– VoIP/CM Enterprise, SMS Information Manager/VoIP Call Me– CRM/ERP integration– SMS SecureTrans for enabling non-repudiative mobile transactions– Text to Speech Broadcast engine

International SMS Reply/Premium SMS Infrastructure – Personal Gateway Number for VoIP Callback (PGN)

• Telcos/Service Providers– Encryption Engine for consumer and business application– SMS VoIP Callback activation application with global coverage

• System Integrators– SDKs – VoIP/SMS, SMS Authenticate and Verify (SAV)– SMS Print Macro


Country Mobile Networks

Country Gateway Service

All Country-bound SMS traffic

Schematic of Bond Wireless

Products Connectivity


Application Specific SMS Products

• Marketing– SMS Auction, Trivia & Competition – VoIP and SMS Loyalty Portal– Campaign Messenger Professional with VOIP– Greetings2fone

• Messaging– Campaign Messenger - demo– Web Messenger– SMS Print (pat.) - demo– SMS to Web

• Email Integration - demo–SMS to Email–Email to SMS–SMS to SMS

• SMS Information Messenger

• SMS Callback for VoIP

• Text to Speech VoIP

• Authorization - demo– SMS AV (pat. pend.)

• Transaction/Payment systems• SMS Banking/Ticketing• M-Prescription• Verification/Authentication

• SMS Workforce– SMS Job Dispatch– SMS Appointment Book– SMS Alerts

• Profile Matching• Remote monitoring of web sites/servers• SMS Stock Alerts

• SMS Transit– Trans-Messenger

• Developer’s SDK

• Case Studies


Case Studies – Event Management

Theme Park – Australia

A Fun Park that uses SMS to provide alerts to regular clientele about special events.

They have an existing database that was easily imported into CM Pro.

Major Benefit: Cost effective communication with season ticket holders.

Greenbox Karaoke - Sydney

A large Karaoke bar that has an extensive following in the large Asian population in Sydney

They needed to alert regular patrons when new songs were available for performance.

Major Benefit: Promotion of new releases a major competitive requirement in Karaoke market.


Case Studies – Professional Services

Mac Greening & Assoc – Gold Coast

A medium sized accounting firm which services a large regional area

Provide alerts of taxation due dates and updates to clientele, and confirm appointment windows.

Major Benefit: Significant reduction in the administration size of customer contact

Minter Ellison Lawyers - Australia

Australia’s largest full service law firm operating in 16 countries.

Provide reminders of outstanding actions and confirm appointment times. SMS is a revenue stream for Law firms.

Major Benefit: Efficient and cost-effective interaction with key clients.


Case Studies – Online Businesses

Coastal Watch – Gold Coast

Provides real-time surfing and weather information to Australia’s 50,000 surfers.

Provide alerts of surf conditions on demand.

Major Benefit: Provides a revenue stream for valuable content

Mobilitext – Houston, Texas

Provides a marketing solutions for clients wishing to capture the ubiquity of SMS

Resells marketing campaign services based on the functionality of Campaign Messenger Professional

Major Benefits: the ability of Campaign Messenger to support multiple campaigns


Case Studies – Financial Sector

Major Bank Proposal– Singapore

• Phase 1 – Communicate with credit card customers via SMS with special offers

• Phase 2 – Allow customers to send in request for information and special offers

• Phase 3 – Location-based marketing messages

Major Benefit: Cost effective 2-way communication with customers to stem credit card churn and value-add service to member vendors

Cetelem – Collection Company for Banque Paribas - Thailand

The Thai Credit Card Business of a large European Bank..

Provide notices of overdue credit card statements to Thai customers

Major Benefit: Reduced the level of overdue credit card payments. Cost effective communications approach.


Case Studies – Retail

Multi-level Marketing Company – Malaysia

Sells cosmetic and vitamins with many agents across the country.

Useful tool to communicate with agents as well as providing agents a cost effective communication channel with customers.

Major Benefit: Better customer and agent service that translate to higher sales and lower costs

Nerang Tiles - Australia

A large tile retailer which services Australia and Japan.

Provide notices of order status and availability to trades people and major construction firms.

Major Benefit: Significant reduction in the administration size of customer contact

SMS SecureTransTM

SMS Information Messenger (SIM)


SMS Information Messenger (SIM)

• SIM enables an enterprise to provide superior mobile marketing opportunity and low cost customer acquisition by enhancing existing promotional campaigns.

• The enterprise creates a unique code or keyword for a particular product and incorporates that into its catalog and other promotional items.

• When a potential interested customer comes across the product, he/she can SMS the code/keyword to a supplied dedicated virtual mobile phone number.

• The information of the product is immediately sent to the interested customer, while the enterprise is notified that an interest has been registered for the product together with the person’s mobile phone number.


Selected Key Features

SMS Information Messenger was designed for the marketing professional

Designed for Managing prospect information Ease of use –Tailored for update and data management by

agency staff Dedicated Reply Number capability – can support multiple

reply numbers Standalone application – more control, more privacy, more

flexibility on data management Send pricing & product information – update clients on new

products, features, prices and other information as they view the product

Organise Sales Appointments – enable clients to organise appointments via SMS.

Personalization –Mail Merge customization capability


SMS Information Messenger Sample Application

Case Study – M-coupon for Pinggg

• Pinggg launching in Australia that allow consumers to receive M-coupons as SMS or Barcode via SMS WAP Push (pseudo-MMS) for products that they want to purchase.

• Advertiser uploads coupon or barcode as an image file less than 100kb.

• Consumers who opt in to receive offers will be sent promotion offers or they can choose to ‘pull’ offers by sending a text message with a zip code number.



Case Study - BeachProperties.com.au

Focused on specific types of properties. Utilise SMS to communicate with tourists thinking about investing in a coastal location.

Enabled clients to access property information without needing to visit the office or call into reception. Automated the process of clients making a contact me request with sales agents.


SMS Text To Speech

VoIPSMS

Internet/SMS


Text to Speech Application

• Enables user to send an SMS or a text string that will then call a recipient on a landline or mobile phone and read the message to him/her e.g.

– Txt <phone number> <message>

• Novelty application as different text to speech engine with different accents can be utilized.

• Interactive Voice Response can easily be enabled.

• Enables users to send an SMS to a landline.

• Cost benefit as low cost VoIP lines can be used.

Case Study – Wild Life Park

• During show at Crocoseum, audience can text to a dedicated number e.g. +61424CRIKEY to participate in a competition and receive special offers.

• Audience can receive a customized recorded message on their cell phone from celebrity by texting a message with a request keyword via VoIP Text to Speech application.



SMS for VoIP

• Utilizing Bond Wireless global 2-way SMS network, VoIP providers are able to target cell phone users.

• By sending an SMS to a regional cell phone number, a long distance call via the VoIP network provider can be utilized.

• Example: If you are roaming on an Australian carrier’s SIM in UK and wish to make a call to the USA using the VoIP provider, all that is required is for you to text/SMS”– C or Call +12131234567 to Bond Wireless UK SMS Reply

number.

You must of course be registered with Bond Wireless or the VoIP provider to use this service, saving you money on roaming charges. Bond Wireless is able to use the Greeting.2Fone prepaid SMS cards as payment for the service.

http://greetings.2fone.com

Prepaid SMS Portal


SMS Loyalty Web Service

SMS Loyalty Web Service is a purpose built web service that provides theme parks, large retail, FMCG and consumer service organizations with the ability to offer SMS as a reward for long-term of high value loyalty.

The Web Service is offered as a pre-built product that is skinned to match the clients branding and plugs into the clients existing web-site.


What can it do for your clients

The SMS Loyalty Web Service allows clients to:

Deliver an innovative loyalty offer to their clients

Provide a richly branded experience for the end-customer

Drive additional traffic to the clients web site

Establishes an ongoing relationship with the client


Case Study - Greetings.2fone

Greetings 2fone is an SMS consumer portal that allows customers to upload their contact list and to send either a range of pre-defined greetings or freeform messages.

WeddingsNew Year

ValentinesChristmasBirthdays


Greeting2fone.com

• Targeted at retail market

• 2fone.com

– Greetings

– SMS2Fone

– VoIP Callback

– Text to Speech

– Micro transaction Payment e.g:

• WiFi Access

• Content

• Ringtones/Logos


What is greetings.2fone

Greetings.2fone.com is the first in a series of 2fone.com products to be launched. The service enables individual consumers to send SMS

Case Study – Australia Zoo

• Want the visitors to Australia Zoo to have a link back to theme park after their visit.

• Also interested in using SMS Information Messenger for audience at the Crocoseum to participate in contests.

• Audience who text in to the contest will be matched against their CRM so that appropriate marketing messages can be sent to them.

• Greetings.2fone cards permit audience to have a relationship with Australia Zoo as they can send text messages, make calls, retrieve ringtones, logos, wallpapers, etc.

• Future plans include ability enabling m-payments.






SMS SecureTransTM

Verify and Authenticate Mobile Users using SMS

© Bond Wireless 2007 All Rights Reserved

Bond Wireless

• In 2002 Bond Wireless developed a patent for verifying and authenticating consumers using SMS.

• Problems solved:

• 1. Has the correct person received the information?• 2. Has the correct person read the information?• 3. Has the correct person sent the information?

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Non-repudiation and verification of message reception.

• The patented SecureTrans product is designed for enterprise applications requiring additional security with SMS messages, without expensive modifications to SIM cards, customized phones, or phone-based applications.

• The SecureTrans process ensures the identity of the message recipient before any sensitive data is delivered. In addition to ensuring only the intended recipient reads the message, the sender is also given proof that the recipient received the message.

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Bond Wireless SMS Banking Platform

• SecureTrans (non-encrypted, authenticated)

• Patented SMS Authenticate and Verify or SAV (encrypted, authenticated)

• Java/Windows Mobile SMS applets (end-to-end secure, handset embedded)

© Bond Wireless 2007 All Rights Reserved 39


SMS SecureTrans™ was built on SMS AV Technology

SMS SecureTransTM uses SMS AV (Authentication & Verification) a patent pending server-based technology that permits the sending of secure SMS without modification to SIM cards or devices.

In addition, the encrypted messages may be sent inside multi-media messaging service (MMS) pictures, using steganography techniques. An image of a person can be used to verify an identity, while at the same time embedded content in the image can be used to transmit information.

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The SecureTransTM Platform

Will work across multiple Mobile technology platforms (GSM, CDMA, and 3G)

Operates with MMS as well as SMS

Value added mobile service for consumers

Privacy/Duty of care/Security

Enables operators to establish a cost effective user validation process

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Using SecureTrans in mobile commerce

What applications can benefit from SMS SecureTransTM?

Communication secured with proof of receipt

Mobile Banking Broking

M-commerce solution providers & Verification of payment systems

Advise of test results (educational, medical)

Business Process Management

Authorisation of Purchase Orders

Work Activity

Electronic/Mobile Prescription

Dating Services

Any businesses or service requiring secure transactions communication via cell phones

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Secure peer-to-peer messaging

How can phone to phone communications benefit from SMS SecureTransTM ?

Verifying the correct recipient has control of the handset

Sending private information

Confirming receipt of the message sent

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Current Implementations

Implemented with a Telco in SE Asia who are using it in the consumer market.

Implemented in the Health Industry providing test results to patients.

Implemented in the Education sector providing State examination results to students in Australia.

SMS Banking solution currently in development.

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A Telco using SMS SecureTrans as a Premium Service

Ensures only the intended recipient will read message

Permits sensitive information to be sent via SMS

Solves problems of non-repudiation

Enables mobile/e-commerce in a secure fashion

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SecureTrans Application for a Telco

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CaraData working with Bond Wireless

CaraData introducing SHIP 7 the Sexual Health Information ntroducing SHIP 7 the Sexual Health Information Program developed in Australia with the help of professionals Program developed in Australia with the help of professionals working with HIV and STDs.working with HIV and STDs.

CaraData has been working with Bond Wireless to provide secure SMS text messaging to patients

The solution checks patient records and automatically sends The solution checks patient records and automatically sends secure SMS text messages directly to mobile phones regardingsecure SMS text messages directly to mobile phones regarding

– test results– appointment times– reminders to take medication

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Case Study: Using Bond Wireless SMS SecureTrans to notify

patients of medical results in a Sexual Health Clinic

Doctors have to show duty of care in contacting patients with communicable diseases in Australia.

90% of medical test results are negative.

Currently using certified/registered mail as proof of duty of care. Cost is about US$2 per patient, with ineffective results due to the mobility of patients.

Australian hospital currently using Bond Wireless SMS SecureTrans to obtain non-repudiated proof of patients’ receiving their results via SMS and ensuring confidentiality of results.

End result for Hospital: Faster response time, reduced cost of delivery, more effective results in managing patients with less patients phoning in to inquire about their medical results.

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Send Message

Message stored on Clinic Server encryption an option

Message sent to Bond WirelessMessage passed to Client

Receive message

Client sends PIN to Bond Wireless Server

Encrypted message unencrypted

Message sent to ClientMessage status sent to Clinic Server

Notify Staff No message kept on

Bond Wireless Server

SMS message

Secure SMS message

Fig. 1 Schematic SMS Pathways

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Consent to SMS by age and sex

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Future Applications in Health Industry

• Working with Bond University’s School of IT and School of Medicine in developing SMS/VoIP solution to remind patients in filling their medical prescriptions before expiry.

• Sending SMS results for PAP smears test and other pathology test results.

• Assisting in compliance of drug trials.

• Mobile prescription utilizing SMS AV technology.


SMS SecureTransTM

SMS Banking with Verification via IVR


1. User sends an SMS shortcut to initiate transactions with username (optional). Example: LI CUST1. The SMS is sent to a dedicated SIM. 2. Server verifies user using

CLI and username. A menu is sent back to User via SMS.Example:

1. BI - Balance

2. FT - Fund Transfer

1

2

3. User chooses transaction and sends the appropriate shortcut. EXAMPLE: BI

4. Server verifies user using CLI and sends the response to the shortcut. Example: Balance Inquiry for which Account:

1. Streamline Account No 888

2. Checking Account No. 999

45. User chooses response for transaction.

Example: 1

Balance Inquiry

6. Server verifies user using CLI. An automated call is generated to the user, announcing the transaction initiated and requesting user to enter his/her her Mobile PIN in order to retrieve a dynamic Approval Password..

3

5

6 & 77. User receives an automated telephone call from the bank requesting user to key in his/her password. User enters his/her Mobile PIN, listens for the Approval Password, and hangs up.

89. Server verifies user using CLI, decrypts the message using the Password. Once verified, the requested transaction is sent via SMS. Example: You have <Balance Amount> in <Account No.>9 SMS

SMS

SMS

SMS

SMS

SMS

Voice/IVR

IVR8. User receives an encrypted message requesting the Approval Password. User sends Approval Password. Example: <Approval Password.>

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1. User sends an SMS shortcut to initiate transactions with username (optional). Example:LI. The SMS is sent to a dedicated SIM.

2. Server verifies user using CLI and username. A menu is sent back to User via SMS.Example:1. BI - Balance

2. FT - Fund Transfer

1

2

3. User chooses transaction and sends the appropriate shortcut. EXAMPLE: FT 4. Server verifies user using CLI and sends the

response to the shortcut. Example: Fund Transfer to be done on on which Accounts:

1. Savings Account 2. Checking Account No. 999

45. User chooses response for transaction by choosing the accounts to transfer from and account to transfer to with the word ‘to’ as a separator . Example: 1 to 2 <Amount>

Fund Transfer

6. Server verifies user using CLI. An automated call is generated to the user announcing the transaction initiated if transaction request is confirmed, requesting user to enter his/her Mobile PIN in order to retrieve a dynamic Approval Password.

3

56 & 7

7. User receives an automated telephone call from the bank requesting user to key in his/her password. User enters Mobile PIN, listens for the Approval Password, and hangs up.

8 9. Server verifies user using CLI, and Password. Once verified, confirmation of the requested transaction is sent. Example: You have transferred <Amount> from <Account No 1> to <Account No. 2>

9

SMS

SMS

SMS

SMS

SMS

SMS

Voice/IVR

SMS8. User receives an encrypted message requesting the Approval Password. User sends Approval Password. Example: <Approval Password.>

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SMS mobile banking business model

• Revenue models

– Reduce cost of servicing customers

– Increase revenue stream with SMS Banking as a value-add service to customers

– Independence from carriers and networks

– Potential mobile payment solution with global footprint


Example of SMS AV usage for SMS Banking

• Permits sensitive information to be sent to customers with confirmation of information being sent to customer.

• Enables transactions to be conducted using a mobile phone without modification of SIM cards.

• No sensitive information that is encrypted is stored on third-party servers.

• Ensures only intended recipient can read message

• Applications include SMS Banking, SMS Transact, SMS Billing, SMS Payments/Ticketing


Why Bond Wireless SMS Banking Solution?

• Patented proprietary technology

• Secure (possible for bank to self-host security server)

• Scalable (RDBMS, encryption engines, etc.)

• Extensible (e.g., add IVR, text-to-speech capabilities, etc.)

• Telco/handset independence

• Proven expertise- Microsoft Gold/Sun iForce certified

• Cost effective (hard-/software platform agnostic, integrates to legacy systems readily)

• Cost effective administration (low admin overhead & end user support cost)

• Possible deployment as micro-transactions platform



Notes on SMS Banking with IVR Verification

• Once a request for transaction request is initiated, as security measure, there will be an automatic timed logout if user does not respond within a set time.

• The entire process can be shortened by the user by using the appropriate shortcuts and correct fields without the server prompting after Log in. For example: BI 1 <Password>FT <A/C to txf from> to <A/C to txf to> <Password>

• Steps 6, 7 and 8 can be reduced to just IVR verification. However, the security and audit trail requirements may require the additional steps as voice calls can be forwarded without knowledge of the caller while SMS can never be forwarded with original sender’s CLI from a handset.

• In addition, the encrypted SMS sent back to the bank provides the customer with a ‘copy’ of the transaction done, thus providing an audit trail or receipt of the transaction while IVR alone will not provide a journal of the transaction from the customer’s perspective.

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Other Business Process Applications

Sign-off of company purchase orders by remote or mobile staff

Sign-off of letter or advertising copy by remote or mobile staff

Alerting senior managers of organizations of KPI metrics

Enabling organisations with remote workforces to dispatch, track and record appointment details

Interacting with Customers and Suppliers to confirm receipt, shipment and status of orders

Simple reporting tool for remote staff who may not have ready access to an internet connection

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Selected References

1. Tan, C, Teo, T. W., and Goldschmied, J., “An Authenticated SMS (Short Message Service) System for M-Commerce Transactions: Practical Issues and Legal Perspectives”, Hong Kong Mobility Roundtable Conference 2005, Hong Kong, June1-3 2005.

2. Clarence N.W. Tan, Bond University, Australia; Tiok-Woo Teo, Bond University, Australia, “Mobile Telecommunications and M-Commerce Applications”, Encyclopedia of Information Science and Technology I-V (Mobile Technologies), January 2005, Idea Group Inc., USA, ISBN 1-59140-553-X.

3. C. N. W. Tan and T. W. Teo, “An Authenticated Short Message Service (SMS)-Based Transactions System Without SIM Modification”, Proceeding of the 2003 International Conference on Wireless Networks, 23–26 June, 2003, Las Vegas, Nevada, USA.

4. C. N. W. Tan and T. W. Teo, “A Short Message Service (SMS) Enabled Job Dispatch System”, Proceeding of the 2002 International Conference on Wireless Networks, 24–27 June, 2002, Las Vegas, Nevada, USA, ISBN 1-892512-30-0.

5. Tan C & Teo T-W, From e-commerce to m-commerce: The Power of the Mobile Internet”, chapter in Internet Management Issues: A Global Perspective by J Haynes (Editor), Idea Group Publishing, Chapter 2 pp. 27-53, ISBN: 1930708211, USA, 2002.


Questions?

Contact details:

[email protected]

Documents

Bond Wireless