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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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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These key milestones have shaped our interconnected world, enabling us to continue innovating our SMS and Voice services.

5th Century BCE

Carrier Pigeon: Persians credited for the ingenious use of carrier pigeons.

1838

Electrical Telegraph: Samuel B. Morse pioneers the electrical telegraph.

1876

Telephones: Alexander Graham Bell revolutionises communication with the invention of the telephone.

1893 – 1896

Wireless Radio Wave communication: Tesla and Marconi lay the foundation for wireless radio wave communication.

1927

Television: The first practical television system was demonstrated by Philo Farnsworth.

1936

Public Television Broadcasting: The BBC began regular television transmissions.

1946

Mobile Radio Telephone Service: The first commercial mobile radio telephone service was introduced in the United States.

1969

ARPANET: The precursor to the internet, ARPANET, sent its first message, marking the beginning of the digital communication era.

1973

First Mobile Phone Call: Martin Cooper places the world’s first mobile phone call.

1983

The Birth of the Internet: The internet is officially born.

1989

World Wide Web: Sir Tim Berners-Lee invented the World Wide Web, revolutionising the way information is shared and accessed.

1991

Callback Service: IDT develops the Callback service, considerably lowering call charges and revolutionising international call costs.

1992

First Text Message: Neil Papworth sends the inaugural text message on the Vodafone Network.

1998

Google Founded: The search engine giant Google was founded, significantly impacting information retrieval and online communication.

2003

Net2Phone Introduce VOIP: Voice over Internet Protocol (VOIP) hits the mainstream.

2003

Start of Business SMS: The first commercial mobile SMS service is launched.

2004

Facebook Launch: Facebook is launched, marking the beginning of social media communication.

2005

YouTube Launch: YouTube revolutionised video sharing and became a major platform for communication through video content.

2007

Smartphones: Apple introduced the iPhone, combining phone, media player, and internet communication in a single device.

2010

Instagram Launch: The photo-sharing platform Instagram was launched, adding a new dimension to social media communication.

2013

WhatsApp Acquisition: Facebook acquires WhatsApp, a popular messaging app, highlighting the growing importance of mobile messaging.

2014

Mobile Connections Surpass Global Population: The number of mobile connections surpasses the global population.

2016

5G Technology: The first commercial deployments of 5G technology began, promising faster and more reliable wireless communication.

2023

RCS Support: Apple announces support for RCS, further enhancing the capabilities of messaging on their devices.

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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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Know Your Audience
Firstly, it’s important to understand who your audience is and what motivates them. Consider their potential phone-checking habits – is it morning or evening? Do they work 9 to 5 jobs without phone access during the day? Answering these questions can help you determine the best time to send messages. For instance, if your audience tends to check their phones in the evening, sending messages in the late afternoon or early evening may increase your engagement.

A 2023 report by Attentive shows that consumers are willing to share more than just their basic information in exchange for incentives such as a gift, personalised recommendations or discounts. If you are lacking in demographic data for your audience, consider a customer survey to discover who they are. You could even ask questions to gauge their preferred timing for receiving messages and the type of content they find most engaging. Use this data to segment your audience, allowing you to tailor messages specifically to each group, making messages relevant and effective.

In addition to data-driven segmentation, turn to research reports for useful timing insights. Following the analysis of 10 original research reports, SimpleTexting uncovers timing insights for SMS campaigns, providing some general guidelines. According to the data, Thursday emerges as the best day of the week to send SMS messages. The findings suggest that people are generally in a better mood and looking forward to the upcoming weekend, making them more receptive to reading messages. Monday shows as the least favourable day for sending SMS messages, as people often feel overwhelmed with tasks at the start of the week. Sending messages on Monday could lead to a higher likelihood of your audience opting out. The data also suggests that the most successful times to send SMS messages are between 10 AM-12 PM and 2 PM-4 PM. This of course is dependent on your audience, their patterns, and behaviours. However, it’s worth experimenting with these proven timings and monitoring how successful they are for you.

Frequency and Automation
Implementing strategic timing techniques can help increase engagement rates and avoid your potential customers feeling overwhelmed or spammed by a flurry of messages. According to PostScript, sending an average of 5 messages per month should maintain a balance between engaging your audience, and staying present in front of them without causing them to unsubscribe.

When it comes to tools, it is crucial to leverage automation wherever possible. SMS marketing automation involves setting up well-structured workflows with trigger points that automatically send messages to your audience based on specific rules, actions, or timing. For example, when a customer completes an online purchase, they receive a personalised purchase confirmation message triggered by the purchase itself.

Furthermore, scheduling your campaigns enables you to reach a global audience at prime opportune moments by delivering across multiple time zones without manual intervention. Embracing automation and scheduling not only increases efficiency and saves time, but also creates a consistent brand presence, putting you in front of your audience and leading to higher engagement rates.

A/B Testing for Effectiveness
The key to finding your messages’ ideal timing and frequency is trial and error. A/B testing allows you to experiment with the timing of your messages, as well as the type of content you’re sending and its relevance to your audience. As an example, E-Commerce brands could test different cart abandonment messages, offering free shipping to Segment A, and a 15% discount to Segment B. Here are some A/B testing ideas:

• Timing: Days of the week, times of the day, AM vs PM.
• Frequency: Find the right number of messages without overloading your audience.
• Content: Promotional offers, personalised recommendations, exclusive content.
• Personalisation: Compare with generic messages to gauge the impact of personalisation.
• Incentives: Test types of incentives to see what performs best.
• Emojis: Assess whether they enhance your engagement or not.
• Link placement: Test link placement in different positions to optimise conversions.

Finding the right balance through A/B testing is crucial for the success of your SMS marketing. By experimenting and adapting you can optimise engagement, therefore creating strong brand trust and loyalty.

Monitor and Analyse Results
Over time, pay close attention to the results of your SMS campaigns and begin to identify patterns and trends. Observing and analysing your results will help you understand the effectiveness of your strategy.

Focus on key metrics such as engagement rates, click-through rates, and opt-outs regularly. This data can offer insights into customer behaviours, preferences, and habits. For example, you might find that certain times of the day or days of the week provide you with higher conversion rates. Therefore, offering you the information you need to determine the best timing and frequency for your campaigns. This data also allows you to identify your customer’s content preferences. Analyse the response rates on different types of messages and use this to fine-tune your future content. Is your audience responding and engaging more with a promotional message advertising a flash sale, or a personalised product selection based on their preferences? Every audience is unique, therefore, consistently testing and analysing your results is key to maintaining success in SMS marketing.

Key Highlights
Carefully optimising the timing and frequency of SMS campaigns can make all the difference in whether they are successful. Remember, there’s no one size fits all approach, therefore testing, experimenting, and adapting based on your results are imperative to success. Take away these insights for SMS success:

• Timing and frequency play a critical role in the success of SMS marketing.
• Know your audience’s phone-checking habits for maximum impact.
• Segment your audience based on preferences to deliver personalised and effective content.
• Find the right number of messages per month that suits your audience to avoid overwhelming them.
• Leverage automation and scheduling to reach a global audience with minimal effort.
• Experiment with A/B testing to fine-tune timing, content, and relevance.
• Monitor key metrics to understand customer behaviour and refine your strategy.
• When optimised, SMS marketing can be a very powerful tool for business success.

With these insights and strategies, you can enhance the effectiveness of your SMS marketing campaigns and achieve remarkable results for your business.

Looking for cost-effective SMS delivery? Our team specialises in providing high-volume messaging solutions tailored to your Enterprise business needs. Get in touch to explore how we can help drive successful results for your brand.

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BOSS Revolution customers can take advantage of this offer by purchasing the calling plan on the Boss Revolution Calling app, or at any BOSS Revolution retailers. Customers will be able to enjoy direct, crystal-clear calling, without interruption or any hidden charges.

Hossam ElMeadawy, Chief Corporate Affairs Officer of Etisalat Egypt by e&, said: Etisalat Egypt by e& is glad to announce the launch of a new International Voice Calling product for North America. Etisalat as the leading technology company in the Egyptian market is happy to introduce this new product to the North American market. Such a product is considered to be the most competitive and substantial retail offer available.

The new product launch is in line with our company’s strategic direction – enriching our customers’ lives and enabling them to be constantly connected to their families and friends through premium quality calls.

This promo offer would not have been accomplished without the collaboration with IDT Global, who enabled and facilitated the reach to a wider spectrum of international communities through the company’s already strong retail presence in the North American market. Etisalat Egypt by e& is looking forward to further collaboration with IDT in this market and other markets as well.

Nick Ford, President of IDT Global, added: We’re delighted to have a direct, strategic partnership with Etisalat Egypt by e& on this product. Strategic initiatives like this allow us to deliver more value to our customers by offering UNLIMITED calling plans – something that is impossible with traditional telecom pricing models. IDT and Etisalat Egypt by e& successfully collaborated by combining IDT’s deep understanding of our customers and Etisalat’s willingness to leverage our retail assets. Both parties are proud to bring a highly competitive and great value product to Egyptians in North America who want to stay in touch with their family and friends.

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