How to Increase Mobile Registration Conversions and Improve Account Security
This eGuide will show online and mobile app businesses how to update the mobile registration process to get users in faster, while improving account security with phone verification to establish identity assurance.
Report: 87 Percent of Business Leaders Say Company’s Success Depends on Ability to Connect with Customers via Cloud Communications
Businesses using SMS, Voice, other Cloud Communications/CPaaS channels report higher revenue growth, customer satisfaction
Los Angeles, CA – September 26, 2017 – TeleSign, the world’s first end-to-end communications platform as a service (CPaaS) company, today released, Customer Communications Report: How Businesses Use Cloud Communications to Fuel Growth. The report provides key insights into how digital transformation is reshaping the communications landscape and driving businesses to adopt cloud communications/CPaaS for customer engagement.
Of the 500 customer communications stakeholders surveyed, 87 percent reported that communicating via SMS/text, voice and other cloud communications channels is vital to their companies’ success. For companies that have already adopted cloud communications, nearly twice as many report exceptionally high revenue growth rates (20 percent or above) than those that do not use cloud communications. Additionally, 93 percent of cloud communications users report that embedding communications into their web and mobile apps led to higher customer satisfaction.
“We believe business survival is tied to the ability to engage customers in delightful experiences where, when, and how they want to be reached,” said Aled Miles, CEO of TeleSign. “The world’s leading brands trust TeleSign’s communications platform to provide customers with seamless, right on-time experiences – whether it’s alerting that your driver has arrived, confirming your vacation rental, or receiving your movie tickets right on your mobile phone. The findings are conclusive that businesses using cloud communications to engage customers are seeing higher customer satisfaction and exceeding financial objectives.”
Digital Transformation Driving Cloud Communications Adoption
Today, 99 percent of businesses report being in the middle of digital transformation (using mobile connectivity, cloud consumption, and self-service channels to achieve better business results), yet only 29 percent have reached advanced stages. Of companies still in early stages of this transformation, 64 percent are struggling to meet the demands of real-time communications and 60 percent are not meeting customer expectations of 24/7 communication availability.
Cloud communications platforms enable businesses to embed real-time communications features (such as SMS, voice, push notifications and more) into their web and mobile apps, without the need for backend infrastructure or interfaces. According to this new report, the primary use case for cloud communications today is sending alerts, notifications and reminders, followed by sending marketing messages, enabling two-way communications, streamlining account registration, and protecting accounts with two-factor authentication.
Interestingly, twice as many companies that have achieved advanced digital transformation use cloud communications to engage customers versus those that are in early stages of digital transformation (43 percent vs. 20 percent).
How Cloud Communications Improves the Customer Experience
Businesses today are turning to cloud communications for a variety of reasons, led by the ability to help them improve the customer experience and deliver customized user experiences. Business leaders further report that once adopted, cloud communications offer an impressive list of benefits, including:
Better customer service (65%)
More effective communications (59%)
Higher customer satisfaction (59%)
Improved user experience (56%)
Higher customer retention (52%)
Increased sales (46%)
Positive brand reputation (41%)
Increased competitive advantage (38%)
Many of these benefits arise due to the fact that businesses are able to communicate with their customers when and how they prefer. In fact, 32 percent of companies that use cloud communications say their customers are very satisfied with the channels they use to communicate with them versus just 15 percent of those that don’t use cloud communications.
Cloud Communications Adoption Expected to Reach 80 percent by 2020
Although the cloud communications market is emergent, 32 percent of businesses are currently using a cloud-based communications platform to interact with customers. Adoption is expected to nearly double by 2018 (61 percent) and reach 80 percent by the year 2020.
TeleSign commissioned Lawless Research to design and conduct a study about B2C cloud communications practices. Between August 1 and August 7, 2017, 502 managers and above who currently have or plan to add communications functions in consumer-facing applications or websites completed a 10-minute online survey. The online survey was hosted by Qualtrics and Research Now provided respondents from their online panel. Tests of significant difference were conducted at the .01 level (99% probability that the difference is real, not by chance).
To learn more about how TeleSign’s cloud communications platform is helping businesses better reach and engage their customers, please visit: telesign.com.
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TeleSign is a communications platform as a service (CPaaS) company, founded on security. Since 2005, TeleSign has been a trusted partner to 20 of the top 25 global websites and mobile applications, helping secure billions of end-user accounts. Today, TeleSign’s data-driven, cloud communications platform is changing the way businesses engage with customers and prevent fraud. Get started at www.telesign.com and follow us @TeleSign for more information.
TeleSign Enhances Score API with BICS’ Telecom Fraud Data Consortium
Fraud Intelligence API Leverages Global Crowdsourced Telecom Fraud Data to Help Companies Better Predict, Detect, and Block Account-Based Fraud
Los Angeles, CA – January 2, 2017 –TeleSign, the world’s first end-to-end communications platform as a service (CPaaS), today announced the integration of BICS’ Telco Fraud Data Consortium platform into its industry-leading fraud intelligence solution, TeleSign Score. This integration enables TeleSign’s Score API to leverage BICS’ vast global network of crowdsourced telecom fraud data to help companies better predict, detect, and block fraud.
TeleSign Score is a powerful risk assessment API that delivers fraud reputation scoring based on phone number, email, and IP address intelligence, as well as traffic patterns, machine learning, and a proprietary global data consortium. In addition to its existing data points and algorithms, TeleSign’s Score API now analyzes BICS’ global fraud data in real-time when calculating its risk reputation scoring.
“What we’ve heard from businesses today is as much as ten percent of their user base is fake, leading to rampant account-based fraud that is leaving their real users and ecosystems in danger,” says Tom Powledge, Chief Product Officer at TeleSign. “With these enhancements to TeleSign Score, our customers can now take advantage of an unrivaled database of global risk intelligence to better predict and block account-based fraud before it affects their users and their reputation.”
The Importance of Fraud Risk Scoring
Fraudsters today are creating mass amounts of fake accounts in order to attack consumers and businesses through spam, phishing attacks, promo abuse, and other costly fraud. By carrying out these attacks, fraudsters can damage a brand’s growth, reputation, and value. Companies rely on TeleSign Score to proactively and effectively identify and block these harmful accounts at registration.
Combining access to BICS’ global fraud data with TeleSign’s deep relationships with other mobile network operators, TeleSign Score is able to analyze massive volumes of real-time and historical data on phone number, email, and IP address usage from around the globe. The API then feeds this information into customer-specific machine learning algorithms to provide a risk score and recommended response for each new user.
Unrivalled Global Reach
BICS manages more than 26 billion minutes annually for more than 1,000 communication service providers, including many mobile operators across more than 200 countries globally. The global communication traffic view allows BICS to understand and crowd-source global fraud patterns and leverage them for proactive actions. Combining its size and scale with the global fraud data consortium, BICS has been able to block more than half a billion fraud attempts in the last 5 years.
“At BICS, we understand that proactivity is vital in the fight against fraud,” says Ravish Patel, Senior Product Manager at BICS. “With the addition of our unrivalled global crowdsourced fraud data to TeleSign’s already robust Score API, it’s now easier than ever for companies to distinguish between real and fake users and stop fraud.”
TeleSign Score is customizable by customer, industry or specific use case, enabling companies to proactively identify fraud while streamlining the user experience for legitimate users. The TeleSign Score API is available today around the globe and can be easily embedded into new or existing app-based platforms.
TeleSign is a communications platform as a service (CPaaS) company, founded on security. Since 2005, TeleSign has been a trusted partner to 20 of the top 25 global websites and mobile applications, helping secure billions of end-user accounts. Today, TeleSign’s data-driven, cloud communications platform is changing the way businesses engage with customers and prevent fraud.
As a leading international communications enabler, BICS is connecting the world by creating reliable and secure mobile experiences anytime, anywhere. We are a global voice carrier and the leading provider of mobile data services worldwide. Our solutions are essential for supporting the modern lifestyle of today’s device-hungry consumer – from global mobile connectivity, seamless roaming experiences and fraud prevention, to global messaging and the Internet of Things. We are headquartered in Brussels, with a strong presence in Africa, Americas, Asia, Europe and Middle East.