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TATA ROCCO A2P SMS Messaging Vendor Performance Report 2019

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TATA ROCCO A2P SMS Messaging Vendor Performance Report 2019 ROCCO A2P SMS Messaging !1 of 175! Vendor Performance Report 2019 - MNO Ratings " TATA Confidential VENDOR RATINGS BY MOBILE NETWORK OPERATORS A2P SMS MESSAGING VENDOR PERFORMANCE REPORT 2019 STRATEGIC ANALYSIS VERSION + REGIONAL ANALYSIS RoamingROCCO Consulting A2P ! SMS Messaging Vendor Performance ReportROCCO™ 2019 Company Ltd © 2019 June 2019 was created, designed and sponsored by ROCCO™ www.roccoresearch.com ROCCO A2P SMS Messaging! !2 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential “When text messaging first came out, you could only text within your network, whatever operator you had. It seems silly now, but once those walls came down, all sorts of applications and services were built on top of that. It ended up being good for everybody.” Peggy Johnson A2P SMS Messaging Vendor Performance Report 2019 - MNO Ratings Contents Contents 2 About the Authors 9 Executive Summary 11 Introduction 11 The Leading Vendors 13 How the Vendors Performed 13 Vendor Tier Table 14 About the MNOs 16 MNO’s Challenges with A2P SMS 16 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging !3 of 175! Vendor Performance Report 2019 - MNO Ratings " TATA Confidential Performance on the Key KPIs for A2P SMS 18 Customer Satisfaction Ranking 19 Return on Investment 20 STRATEGIC ANALYSIS 21 Performance 21 Introduction 21 Reliability 24 Customer Service 25 Technical Expertise 26 Reputation 27 Value for Money 28 Understanding of the Messaging Business 29 Offers Excellent Value Added Services (VAS) 30 Quality of Service 31 Transparency 32 Flexibility 33 Performance+ (KPIs on important A2P SMS Messaging aspects) 34 Implementation Process 34 Uptime Performance 35 Global Reach 36 Route Monitoring and Management 37 Technical Support 38 Data Security 39 Reporting 40 Impact on existing messaging 41 Direct connections 42 Pricing Model 43 Monetisation of traffic 44 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !4 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential They help me explore other types of Mobile Engagement solutions 45 Leadership 45 Introduction 46 Global Presence 47 Trusted 48 Industry expertise 49 Innovative 50 Enabler 51 Dynamic 52 Thought Leadership 53 Empowering 54 Customer Orientated 55 Inspiring 56 Simple to work with 57 Local Expertise 58 Value 59 Introduction 59 General Rating 60 Brand Awareness 61 Brand Awareness Continued 62 Net Promoter Score 63 Conclusions 65 Introduction 66 Airtel Business Performance 66 Airtel Business Performance + 68 Airtel Business Leadership 69 Airtel Business MNO Comments 70 BICS Performance 71 BICS Performance+ 72 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !5 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential BICS Leadership 73 BICS MNO Comments 74 C3ntro Performance 75 C3ntro Performance+ 76 C3ntro Leadership 77 C3ntro MNO Comments 78 CITIC Performance 79 CITIC Performance+ 80 CITIC Leadership 81 CITIC MNO Comments 81 Clickatell Performance 82 CIickatell Performance+ 83 CIickatell Leadership 84 CIickatell MNO Comments 85 Comviva Performance 85 Comviva Performance+ 85 Comviva Leadership 86 Comviva MNO Comments 87 Dimoco Performance 87 Dimoco Performance+ 88 Dimoco Leadership 89 Dimoco MNO Comments 90 GMS Performance 91 GMS Performance+ 91 GMS Leadership 91 GMS MNO Comments 92 IDM Performance 93 IDM Performance+ 94 IDM Leadership 95 IDM MNO Comments 95 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !6 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential Infobip Performance 97 Infobip Performance+ 97 Infobip Leadership 99 Infobip MNO Comments 99 Link Mobility Performance 103 Link Mobility Performance+ 104 Link Mobility Leadership 105 Link Mobility MNO Comments 105 Messagebird Performance 106 Messagebird Performance+ 107 Messagebird Leadership 108 Messagebird MNO Comments 108 Monty Mobile Performance 109 Monty Mobile Performance+ 110 Monty Mobile Leadership 111 Monty Mobile MNO Comments 112 Mr Messaging Performance 113 Mr Messaging Performance+ 113 Mr Messaging Leadership 114 Mr Messaging MNO Comments 115 Nexmo Performance 116 Nexmo Performance+ 117 Nexmo Leadership 118 Nexmo MNO Comments 118 Orange Performance 119 Orange Performance+ 120 Orange Leadership 121 Orange MNO Comments 121 Route Mobile Performance 122 Route Mobile Performance+ 123 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !7 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential Route Mobile Leadership 124 Route Mobile MNO Comments 125 SAP Performance 125 SAP Performance+ 126 SAP Leadership 128 SAP MNO Comments 128 Sinch Performance 129 Sinch Performance+ 129 Sinch Leadership 131 Sinch MNO Comments 131 SMS Highway Performance 132 SMS Highway Performance+ 134 SMS Highway Leadership 135 SMS Highway MNO Comments 135 Syniverse Performance 136 Syniverse Performance+ 136 Syniverse Leadership 138 Syniverse MNO Comments 138 Tata Communications Performance 139 Tata Communications Performance+ 140 Tata Communications Leadership 141 Tata Communications MNO Comments 142 Twilio Performance 143 Twilio Performance+ 144 Twilio Leadership 145 Twilio MNO Comments 146 tyntec Performance 146 tyntec Performance+ 147 tyntec Leadership 148 tyntec MNO Comments 148 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !8 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential Leaderboards 150 Leaderboard Tier 1 150 Leaderboard Tier 1 Alternative view 151 Leaderboard Tier 2 Leaderboard 151 Overall Conclusions 152 Notes on Our Report 153 Identifying Vendors 153 Vendors who were included in this years report 154 Eligibility for taking part in this research and Validation Process 158 How the Ratings were Calculated 159 Performance KPIs: 159 Performance+ KPIs: 159 Leadership KPIs: 160 Your Feedback, Our Future Reports 161 Annex 1: Regional Analysis 162 Introduction 162 Africa 163 North America 163 South America 164 Asia 164 Europe 165 Middle East 166 Vendor Scores Region by Region 166 Airtel Business 166 BICS 167 C3ntro Telecom 167 CITIC 167 Comviva 168 Dimoco 168 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !9 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential GMS 169 IDM 169 Infobip 170 Link Mobility 170 Monty Mobile 171 Mr Messaging 171 Nexmo (The Vonage API Platform) 171 Route Mobile 172 SAP 172 Sinch 172 Syniverse 173 TATA Communications 174 Twilio 174 Tyntec 174 About the Authors " Jason Bryan Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !10 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential Jason is Senior Consultant, Analyst and CEO of ROCCO based at ROCCO HQ in the UK. He has overseen the last 4 years of in-depth monthly research on Industry Analysis, Vendor Performance, Market Intelligence and Market Pricing in the Roaming and Interconnect space. Jason was the founder of ROCCO in 2012, building on 20 years experience of Roaming and Interconnect roles in Vodafone, Telefonica Groups and a number of Vendors, as well as GSMA Chairmanship roles. Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !11 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential Executive Summary Introduction While predictions for the peak of A2P SMS have been toted for several years as 2020, it seems more and more likely that SMS will remain the number one channel for messaging well into the future. A2P SMS is clearly big business and while other more innovative solutions maybe making ground, many of them are not as profitable or as e$ective as A2P SMS. ! While RCS is not mature enough in the market to make a detailed comparison yet (we plan to conduct research on that later in the year) it is progressing. The chat bot functionality that it brings and multi media experiences similar to that we see on some Chat app messaging suggests that Enterprises want to experiment with richer messaging experiences. Often in full colour with graphics, upsetting attributes and most of all the increased interactivity with the client are all great factors but are about a di$erent experience to that we see on SMS. While for some the 160 character limitations of SMS are a blessing, to others they might be too little. Enterprises will have to decide the level of interactivity they think the client wants and o$er optionality to suit everyone. Right now, and for the foreseeable future, RCS will not have the coverage for at least another 2 years. Meanwhile, we can satisfied with the familiarity and convenience of that special place on your phone dedicated to receiving important information.! In our Messaging Strategy research1 where A2P SMS was called by several respondents “old tech” we identified all the challenges and opportunities A2P SMS has in 1 ROCCO Messaging Strategy Report 2018 Roaming Consulting ! ROCCO™ Company Ltd © 2019 June 2019 ROCCO A2P SMS Messaging! !12 of 175! Vendor Performance ! Report 2019 - MNO Ratings! " TATA Confidential the market, but we could also see how compared with most (but not all) messaging solutions available, it still holds considerable importance and support from Enterprises and MNOs.! This is the fifth time that ROCCO has studied A2P SMS Messaging Vendor Performance. Previous reports took place every year since 2015 and the next report is due in May 2020. We find that despite capturing data
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