After an exceptional 25-year tenure, Nick Ford has decided to step down from his role as President of IDT global. Alexis Segal will succeed Nick as President, as of 1 February 2026.

The Path Forward with Alexis Segal

Alexis Segal has been with IDT Global for over 17 years, and has been working alongside Nick as SVP since 2024.  A native of Argentina, Alexis began his career at Xerox and spent time with AT&T and iBasis before joining IDT in 2010.  At IDT global, he has been instrumental in building our business globally with a focus on our LATAM and the Caribbean regions. 

Honoring Nick Ford’s Legacy

Nick’s impact on IDT Global has been profound. For a quarter-century, he has been the cornerstone of our organization, building IDT’s Carrier Wholesale business into the industry leader it is today, while mentoring many of his colleagues along the way.

Although he is stepping down as President, Nick will remain in the IDT Global family. He will serve in a consultative role during the transition and continue to be actively involved in our UK operations.

Please join in expressing our deepest gratitude to Nick for his 25 years of dedication and service, and in congratulating Alexis on his new position.

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Introduction

What are Managed Communication Services? Why are telecom operators moving away from building and managing everything in-house? 

Managed Communication Services or MCS shift some or all of the burden of deploying and monitoring an organization’s telecommunications and data network infrastructure to a trusted third party.

To understand why a managed service model should be a priority for decision-makers now, it’s important to consider how the international voice and messaging sector is evolving – and the challenges that its development is now imposing on operators worldwide.

A Changing Landscape for International Voice and Messaging

The continuing demand for cross-border voice communication services has led to a growth in the International Voice Carrier market, from a global size of 19.7 billion US dollars in 2024, to a projected US$30.2 billion by 2033. Enterprise and consumer demand for international connectivity, the digital transformation of telecommunications infrastructure, and the spread of CPaaS technologies are fueling this market expansion.

Growth Market Reports’ International Voice Carrier Market Research Report 2033 paints the picture as follows:

[Image source: Growth Market Reports.com]

Asia Pacific (APAC) continues to dominate the International Voice Carrier market, while advances in telecom infrastructure and rising demand mark Latin America, the Middle East, and Africa as emerging regions of high potential. North America and Europe continue to present significant markets, with their high proportion of multinational enterprises, and the prevalence of advanced communication technologies.

The thriving mobile device market and the resurgence of international travel are promoting growth in retail voice services targeting small businesses and end consumers. As carriers look to offer end-to-end solutions addressing the needs of both individual consumers and enterprise clients, the retail and wholesale segments are increasingly converging. However, both retail and wholesale voice carriers continue to face significant challenges.

Challenges to International Voice and Messaging Operations

Voice tariffs continue to decline, regulatory compliance places strict demands, and Over-The-Top (OTT) services pose an existential threat. In response, many carriers are exploring new sources of revenue, such as value-added services, managed voice services, and partnerships with OTT providers.

With trans-global communication routes becoming more complex, telecom operators are looking to partner with carriers to help optimize routing, reduce costs, and ensure high-quality service delivery.

Telecom fraud management remains a serious challenge for many. When customers lose out (even indirectly) to telecom fraud, they are likely to lose trust in their providers. As a result, they may switch brands, or lash out in the form of bad reviews online, on social media, and by word of mouth This can cause damage to an operator’s reputation, and loss of direct revenue. Operators may also suffer legal action, regulatory penalties, or class action lawsuits.

The threat landscape is getting bigger, with more and more companies going digital. This is causing subscription fraud to increase. Social media platforms are giving bad actors a way to pretend to be legitimate businesses so they can try to get sensitive information from users. Advanced Machine Learning and Artificial Intelligence can help create videos and scripts so good they can fool the best Know Your Customer verification systems. With many mobile users now turning to virtual cards or eSIMs to reach regional phone networks, hackers may gain opportunities to access and control customers’ phones.

To attract enterprise customers, international carriers must now provide tailored solutions that combine voice, messaging, and data services. There’s also a demand for advanced features such as call recording, analytics, and security. Carriers are coming under increasing pressure to make bigger investments in advanced technologies, improve their operational efficiency, and develop strategic partnerships.

Among the strategic partnership options available to enterprise customers is a shift from in-house resource handling to managed voice services and telecom managed services.

In-House Management or Managed Communication Services?

Organizations that opt for in-house management must typically purchase and maintain their own telecommunications system. They also have to manage vendor relationships, and take responsibility for upgrades, maintenance, and technical support. This approach typically involves significant upfront investments, a need for technical expertise, and continuous oversight.

While most operators have the backbone to handle their carrier relationships, the cost and time of managing the day to day operations and interconnects is something many would like to do without.

In a Managed Communication Services scenario, responsibility for these functions shifts in whole or in part to a third-party Managed Service Provider or MSP.  This entity may handle the full cycle from network and implementation to performance monitoring and troubleshooting. Allowing them instead to focus on their core customers.

Telecom managed services providers can call upon a retinue of certified professionals who specialize in various aspects of business communication, such as maintaining network uptime, integrating new technologies, and ensuring secure data transmission. For example, IDT Global specializes in managing carrier interconnects, smart routing and monitoring, fraud prevention, and operational complexity. 

Using Managed Communication Services gives organizations of all types and sizes access to expert support, modern communications technology, and reliable connectivity. It also frees decision-makers in these organizations to focus on their core competencies, business objectives, and operations.

Under a purely managed voice services model, businesses retain strategic control over their telecommunications infrastructure. A service provider takes on the tasks of day-to-day management. However, companies may have unique business requirements, such as maintaining custody of customer information, or meeting regulatory compliance demands. In such cases, they may choose a hybrid managed telecom services scenario. The client might for example manage the routing of their service, while the service provider manages security and the network firewall.

The Commercial and Operational Benefits of Managed Communication Services 

Note that the points outlined above are just some of the benefits of embracing telecom managed services. There are other advantages, such as:

Reduction in CAPEX and OPEX

Significant capital investment in hardware, software licenses, and maintaining infrastructure generally accompanies in-house communications management. Businesses must also budget for the recruitment and training of specialist staff. If an organization is expanding its footprint locally or at a wider scale, this financial burden may increase to the point where it no longer remains viable.

Under a telecom managed services contract, clients will typically pay a predictable monthly subscription fee or per transaction handling fee. This approach allows businesses to convert fixed operational costs into predictable, scalable OPEX frameworks. Using economies of scale, wholesale telecom outsourcing enables managed service providers to negotiate favorable rates with carriers and equipment vendors – and pass these savings on to their clients.

Access to Expertise and Technical Support

Telecom managed services employ teams with deep technical expertise. They may also invest heavily in training, certifications, and partnerships to ensure that these teams are familiar with the latest technologies and techniques.

24/7 technical support is now the benchmark standard. Service providers will also use strategies that minimize the risk of downtime, such as redundant systems, automated failover, and advanced monitoring. Modern providers may also offer proactive performance optimization, which uses real-time analysis of network traffic patterns, application performance, and user experience. They may also use Quality of Service (QoS) configurations, to ensure that essential business functions maintain optimal performance even when network resources are under strain.

Flexibility

Managed Communication Services enable clients to readily adapt to business growth, without having to worry about the increased capital outlay and recurring costs of outfitting new branch offices and facilities. With wholesale telecom outsourcing, even the largest enterprise consumers can adjust their communications infrastructure to cope with changing conditions. 

Depending on the range of services required and the complexity of your network infrastructure, typical deployments range from 30 to 90 days. Adjustments to existing systems can occur within a single day. Flexibility like this enables clients to support modern workplace requirements such as providing for hybrid and remote staff.

Telecom Fraud Management

Managed voice services use a combination of proactive monitoring, real-time data analysis, and automation to implement telecom fraud management at scale. Carriers and providers will typically employ a layered detection strategy that may include network traffic monitoring, Call Detail Record (CDR) analysis, SIM and number intelligence, AI-based anomaly detection, and behavioral biometrics. 

Choosing the Right Managed Services Partner

You should look for a managed voice services provider that has experience with organizations in your industry which are of similar size and complexity to your own. The provider should be able to supply certifications, case studies, and customer references that prove their technical expertise in relevant technologies and industry best practices.

Your Managed Communication Services partner should offer Service Level Agreements (SLAs) with uptime guarantees, response times, and performance metrics that are in line with your business requirements. These documents should spell out clear escalation procedures and contingency measures in cases of service failure.

Your partner should have the flexibility to adapt their services for future growth and changing business requirements. Look for an organization with an established reputation, and a proven track record.

About IDT Global

Drawing on over 30 years of experience in international communications, IDT Global offers both wholesale expertise and retail scale. A leader in international voice, messaging, and digital services, IDT Global helps operators worldwide secure revenue, eliminate fraud, optimize routing, and unlock new digital growth opportunities. 
To learn more about how IDT global can help your organization visit us at https://idtglobal.com/mcs/

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Silvia has been instrumental in advancing our commercial growth and partner relationships across key global markets. Her strategic mindset, industry knowledge, and commitment to building long-term value have made a meaningful impact on how we operate and engage with our clients.

In her new role, Silvia will lead on strengthening and scaling our strategic partnerships, focusing on customer-led solutions across voice and messaging, and driving future growth opportunities for the business.

Her appointment reflects both the trust she’s earned across the industry and our continued focus on partnership-led innovation.

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The designation is part of a preferred partner agreement through which IDT global will manage international inbound and outbound traffic for Natcom’s network in Haiti.

The agreement between Natcom and IDT global reflects the companies’ shared commitment to delivering high quality and secure telecommunication solutions tailored to meet the international long-distance calling needs of Natcom customers throughout Haiti.

“This partnership with Natcom reinforces IDT global’s position as a trusted leader in managed voice services,” said Alexis Segal, Sr. Vice President at IDT global.  “We are proud to support Natcom’s growth and deliver seamless connectivity for their customers.  With the combined strengths of Natcom and IDT, customers of BOSS Revolution, IDT’s popular international long distance calling service, can look forward to enhanced offerings that will make staying connected with family, friends and colleagues in Haiti more accessible than ever.”

Enhancing Global Access and Introducing Innovative New Customer Offerings
The agreement strengthens Natcom’s international presence and enables the two companies to collaboratively develop and launch new, high-value, international voice offerings for Natcom customers.

Leveraging Advanced Anti-Fraud Tools
IDT global will support Natcom with advanced anti-fraud solutions, helping to safeguard Natcom’s network and ensure the integrity of its services. Through their preferred partner agreement, both companies will work to enhance the quality and security of telecommunications in Haiti, deliver enhanced service for Natcom’s subscribers, protect against revenue leakage, and strengthen Natcom’s position as a trusted and reliable telecommunications provider.

Mr. Nguyen Huy Dzung, CEO, Natcom added: “IDT global’s reliability, expertise, and focus on quality made them the natural choice for this strategic partnership. Together, we aim to provide the best possible experience for our customers while strengthening the integrity of telecommunications in Haiti.”

About Natcom
Natcom is Haiti’s leading telecommunications provider, offering a full range of mobile, broadband, and fixed-line services to individuals and businesses across the country. With a focus on innovation and connectivity, Natcom is dedicated to enhancing the communication experience for the people of Haiti.

About IDT global
IDT global is one of the world’s largest global carriers, delivering competitively priced, high-quality voice and messaging solutions. With over 30 years in the industry, IDT global offers a range of services, including voice termination, direct inward dialing (DIDs), and messaging, supported by its global network of direct routes and a commitment to reliability and customer satisfaction.

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Can you share a bit about your new role as SMS Strategic Partnerships Manager and how it fits into IDT’s broader mission?

“As the SMS Strategic Partnership Manager, my primary responsibility is to develop and nurture partnerships that align with IDT’s mission of advancing our SMS A2P and MO business. This role is essential for identifying collaboration opportunities with key partners, engaging in joint projects, bundling long-term deals, and exploring firewall opportunities. By focusing on strategic alliances, we can leverage our collective strengths to enhance our offerings and deliver superior services to our customers.”

What excites you most about working closely with partners in this new capacity?

“I am particularly excited about the potential for collaboration and innovation that partnerships bring. Working closely with partners allows us to share insights, resources, and expertise, which can lead to the development of creative solutions that address customer needs. I look forward to building relationships that foster mutual growth and drive positive change in the telecom landscape.”

How will your previous experience help you create value for our partners in your new role?

“My background in Data Analysis, Sales, and Business Development within the voice and SMS A2P sectors has provided me with a comprehensive understanding of the challenges and opportunities in the telecom industry. I have a keen awareness of the industry landscape and am focused on finding innovative solutions by integrating our diverse product offerings under one umbrella. This experience will enable me to identify areas where we can create mutual value and ensure that our partnerships align with our strategic objectives.”

What are your key priorities in building and growing strategic partnerships for IDT?

“My key priorities include identifying potential partners that align with our business objectives, fostering strong relationships through open communication, and developing collaborative strategies that benefit both parties. Additionally, I aim to create a framework for ongoing evaluation of partnerships to ensure they remain aligned with our goals and deliver tangible results.”

What do you think makes IDT an ideal partner in today’s telecom landscape?

“IDT’s extensive global network, innovative solutions, and commitment to customer satisfaction make us an ideal partner in the telecom landscape. With over 30 years in the industry, IDT is a publicly traded company (NYSE: IDT) generating $1.4 billion in revenue. We have established strong relationships with MNOs and MVNOs worldwide, allowing us to adapt to market changes and offer tailored solutions. Our global presence across North America, Latin America, Europe, Africa, and Asia positions us well for successful partnerships and sustained growth.”

How do you stay on top of industry trends and developments to offer the best value to our partners?

“At IDT, we actively monitor technology and industry trends to ensure we stay up-to-date and continuously diversify our product offerings. We leverage insights from various sources and participate in industry events to remain ahead of the curve. Currently, IDT provides a wide range of solutions in the telecom environment, including Voice, SMS A2P, MO, Money Transfer, Mobile Top-Up, BOSS Revolution, digital catalog, eSIMs, and National Retail Solutions (NRS). By staying informed and expanding our portfolio, we can offer innovative and tailored solutions that meet the evolving needs of our partners.”

Alireza’s work as SMS Strategic Partnerships Manager is vital to IDT’s efforts to continue building meaningful collaborations and creating value for our partners. If you’re looking to explore opportunities in SMS A2P, firewall solutions, or other strategic collaborations, feel free to reach out to Alireza: alireza.mojarad@idt.net

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The Code of Conduct, established in 2018, sets clear guidelines for identifying fraudulent traffic and provides best practices for operators to mitigate these risks. It’s an honour to be among the select companies globally recognised for upholding these high standards.

While only a number of carriers are compliant, it’s encouraging to see many major industry players stepping up to tackle the growing issue of telecoms fraud. The GLF Code of Conduct remains a crucial benchmark for the industry, and we’re proud to play our part in promoting transparency and accountability.

To learn more about the 2024 GLF report and the important work being done to fight fraud in telecoms, you can download the full report here: https://glfcommunity.com/reports-fraud/fraud-report-2024

Here are a few key highlights from this year’s report:

• Fighting fraud becomes a top priority: In 2024, 64% of carriers identified fraud prevention as a “top priority,” a significant increase from 2023.
• The impact of international voice fraud is decreasing: For the first time since 2018, 50% of operators reported a reduction in the volume and impact of voice fraud, marking a positive shift in the fight against these threats. IRSF, CLI Spoofing, and OBR Fraud remain the most impactful fraud types, financially and operationally.
• Fraud in SMS remains a challenge: While there have been slight reductions in the volume and impact of SMS fraud, the industry continues to face significant threats. Smishing, Artificially Inflated Traffic (AIT), and SMS Originator Spoofing are the most prominent risks.
• Leverage of AI in fraud detection: There is a growing reliance on new technologies to tackle emerging threats, with over 60% of carriers surveyed now using AI-driven systems to enhance fraud detection and prevention.
• Rising regulatory scrutiny expected: Over 64% of carriers expect increased regulatory scrutiny due to unwanted traffic, making fraud prevention a key area of focus and collaboration.

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I’ve been at IDT for 24 years, a substantial part of my working life. After returning from a period in the Financial Services industry overseas, I joined the telecoms industry in 1997. At that time, the UK telecoms industry was going through deregulation, which offered many opportunities. I worked for several companies offering telecom services to corporations before moving into Wholesale Voice. The global aspect of this industry appealed to me, and IDT, with its strong retail base, seemed like a great place to be.

What are the key values that drive our company culture?

We have a very flat management structure at IDT global, and I believe in giving people the same opportunities that IDT gave me. We promote from within, give people the flexibility they need, and try to have some fun along the way. Collaboration is at the heart of what we do – the team really works together to find the best outcome. Integrity is another cornerstone, as we believe in doing the right thing and being transparent. Empowerment is crucial, as we strive to give people the opportunity to grow and take on new challenges. I can’t praise the team highly enough – their dedication and teamwork are truly exceptional! 

What is your leadership philosophy, and how do you apply it in your role as President? My leadership philosophy centres around doing right by people and fostering their growth opportunities. At IDT global, we prioritise attitude when bringing new team members aboard, believing strongly in “hire for attitude and train for skill.” This approach has proven successful, resulting in a team of highly skilled individuals with exceptional attitude and dedication.

What steps does IDT global take to ensure we are meeting and exceeding customer expectations?
We have robust systems in place to ensure our customer service response times meet our high standards. We address issues promptly and keep our customers and partners well-informed throughout the process. This commitment to excellent service often transforms our strongest relationships into lasting friendships. Our approach is to be proactive and transparent, ensuring that we exceed expectations and build trust with every interaction.

What are your top priorities for IDT global in the next year, and how do you envision the company’s growth and expansion over the next five years?

Our top priority for the next year is to continue focusing on the business every day, leveraging our global relationships, and introducing new products and services that benefit both us and our partners. We believe that by staying closely connected with our partners and understanding their needs, we can introduce innovative solutions that drive mutual success.

Looking ahead over the next five years, we envision significant growth and expansion through the introduction of new IDT services such as SMS, A2P Firewalls, IDT Retail service, Zendit, and Tranzmit as well as the Net 2 Phone CCaaS and UCaaS suite.  These products have the potential to substantially increase the size of our business with our partners, leading to greater success for everyone involved. By continuously evolving and expanding our offerings, we aim to strengthen our position in the market and create new opportunities for growth.

What has been the most rewarding aspect of your role at IDT global so far?

Seeing so many team members step up, work hard, and bring new opportunities has been incredibly rewarding. Their dedication and effort make a real difference, not just in terms of business growth, but in fostering a collaborative and supportive environment. Watching individuals grow in their roles, take on new challenges, and succeed has been a pleasure. It’s a testament to the culture we’ve built at IDT.

Do you have any hobbies or activities that help you unwind and stay focused?

I’ve always enjoyed a challenge, particularly when it comes to riding and racing motorcycles. I’ve got the bumps and bruises to prove it! These experiences have taught me resilience and the thrill of pushing boundaries, much like the challenges at work. While the challenges of work are fulfilling, it’s equally important to find time to unwind and recharge.

Is there anything else you would like to share about your journey or the future of IDT global?

I’ve been very fortunate at IDT. They’ve given me the opportunity to build a global team and travel the world, experiences that have been incredibly rewarding both professionally and personally. The opportunities I’ve had here have been instrumental in my growth, and I’m excited that the same opportunities continue to exist at IDT for the next generation. It’s a place where ambitious individuals can truly thrive, innovate, and make a significant impact on a global scale.

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Ercan has been a valuable member of the IDT Global team for many years and brings over 20 years of industry experience to his new role.

He will be succeeding Paul Loveridge, who is retiring later this month. Paul and Ercan are working closely together to ensure a seamless transition for our clients, partners, and staff.

Alexis Segal, Senior Vice President, shared his thoughts on this transition:

“We look forward to seeing Ercan thrive in his new role and continue to drive the team forward. We are very grateful to Paul for his hard work and dedication, and we wish him a wonderful retirement.”

Alexis Segal, Senior Vice President

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Throughout his tenure, Alexis has consistently demonstrated exceptional dedication and expertise, playing a pivotal role in shaping our success and reputation within the industry.

In his new role, Alexis will spearhead our efforts in driving innovation within the Carrier Services department, further aligning with our company’s vision and strategic objectives.

Nick Ford, President of IDT global, congratulated Alexis, stating:

“Alexis’ leadership has been invaluable to our team. We are confident that in his new role as global Senior Vice President, he will continue to drive excellence, further solidifying IDT global’s position as a leader within the industry.”

Please join us in congratulating Alexis and wishing him continued success in his new role.

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As a leading telecommunications provider, we take our responsibility seriously in ensuring that our business operates in accordance with the highest standards of integrity.

The 2023 Code of Conduct was developed by ITW | Global Leaders’ Forum to set a benchmark for ethical behaviour in the telecommunications industry. It provides a comprehensive framework to guide carriers in combatting fraudulent traffic effectively while promoting transparency and accountability in all business dealings. 

We are honoured to receive recognition from ITW | Global Leaders’ Forum for our commitment to ethical practices and compliance with the 2023 Code of Conduct. 

At IDT global, we believe that conducting business with integrity is not just a moral imperative, but also an essential foundation for building strong relationships with our customers, partners, and stakeholders. 

Details of the process and the results are included in the report available to download here.

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