Natcom, part of the Viettel Group and one of the Caribbean’s fastest-growing mobile operators, has continued to invest in optimising its international voice ecosystem as traffic patterns, partner behaviour, and fraud risks change.

Through its partnership with IDT global, Natcom consolidated international traffic, enhanced fraud response cycles, and improved routing consistency across key global corridors. The result was measurable performance improvement, stronger financial predictability, and a more resilient operating model for international voice.

The case study below outlines the approach taken, the outcomes achieved, and the operational principles behind this managed voice partnership.

Read the full case study below to explore the approach and results in more detail.

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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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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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With strengthened global number intelligence, IDT global can enhance its US customers’ voice experience with better protection from fraudulent and annoying spam calls.

“Fraud and spam are constantly changing in our business. The perpetrators are always trying to stay one step ahead and we need to keep evolving to beat them. Spoofing and illegal robocalling are increasingly commonplace and more advanced as robocallers mimic numbers from legitimate organizations. The goal is to protect our partners and end users by leveraging XConnect’s DNO data. Their data helps us to reduce the risk of illegal robocalling and to create a better overall experience.”

Peter Broes, Director of Product Management at IDT global

RealNumber DNO provided by Xconnect helps identify phone numbers which should never be used for call origination.

With this access, IDT global can now more easily identify certain invalid calls and increase the overall quality of its traffic. Updated daily, the data covers the majority of toll/local and toll-free numbers in North America giving IDT global a comprehensive and trusted added layer of defense in its role as a gateway operator.

“Robocalling impacts the entire telecoms value chain from carriers to consumers. Service providers are having to re-evaluate how they verify the identity of calls that they route and take additional steps to keep on top of compliance requirements and deliver a first-class experience to customers, By accessing our accurate and up-to-date DNO list, IDT Global can identify and block calls that originate from invalid, unallocated and unused numbers. Our work with IDT Global will enable them to reduce robocalling, increase call answer rates and route traffic with confidence.”

Tim Ward, VP Number Information Services at XConnect

This latest partnership expands XConnect and IDT global’s relationship beyond just the SMS messaging business where they have used Mobile Number Portability (MNP) data to route, optimize traffic and verify. IDT global is a leading Wholesale Voice & SMS Messaging Carrier based in the UK with offices in the US and Hong Kong as well.

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Sochitel is a global fintech platform focused on expanding digital access in Africa. It connects different mobile networks with financial institutions to aid top banks in the continent in providing digital services not just to Africans but also to clients around the world. With IDT’s Sochitel acquisition, we’re able to broaden our client base, widen our global reach, and accelerate fintech growth in Africa.

The post IDT Partners: CEO and Sochitel Founder Jerry Ejikeme Talks About Teaming Up with IDT global appeared first on IDT global.

This is no longer the case, as wholesalers are expected to play a positive role to identify and reduce such traffic. Failing to do so puts a carrier’s reputation at risk in an ever more competitive environment. As proof that the wholesalers are taking this role more and more seriously, a growing number have subscribed to the Global Leaders Forum’s antifraud “Code of Conduct” and use the i3 Forum’s contract language to dispute fraud and keep payments from reaching the fraudsters.

So what’s a wholesaler to do? Do what we should do best: communicate throughout the value chain! At IDT, we made the decision some years ago to actively avoid connecting with players who specialize in “premium” type termination, knowing that such companies are magnets for fraud. And we made it known that we would not tolerate such traffic. This significantly reduced the amount of fraudulent traffic coming across our network.

We also made the decision to actively support our customers in their efforts to detect and deter fraud. We monitor suspicious traffic patterns, we block risky and invalid code ranges and we vet new customers to ensure their traffic is legitimate. We do all the things that a modern carrier should do – but most importantly, we communicate with our customers and suppliers when we find something suspicious or fraudulent.

We communicate with customers so they can check the origin and validity (or, almost always, the invalidity) of the traffic if they haven’t detected it themselves. We communicate with suppliers, so they can determine who may be completing the fraudulent termination and adjust the routing before we have to pull them from our routing table entirely. We achieve this with a combination of automated and manual tools and are working to improve automation, so that the information is delivered to our partners as close to real time as possible.

There is certainly no shortage of vendors willing to offer antifraud software and solutions, and many are quite sophisticated and effective. However, wholesalers can make a big impact just by deploying the tools they use every day to monitor traffic, CDRs and operations. But it takes a change in mindset for the wholesaler.

Fighting fraud is a continuous battle, one we can never actually win – not when the bad guys spend 100% of their time finding new methods and carriers have broader businesses to run. But we can protect our customers and lose less as an industry by aligning the thinking in our companies to view fraudulent traffic as something to be deterred and thwarted, whenever we find it. Then we have to share information in a timely way.

We all have a role to play in the fight against fraud and IDT global takes its role seriously. We hope you will join us in the fight.  

Anthony Davidson

Executive Vice President – Carrier Operations

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