Creating and Enabling Winning Customer Experiences with Telco APIs Alex Economon Dir Bus. Dev. Carriers 13 Nov 2014
Jun 24, 2015
Creating and Enabling Winning Customer Experiences with Telco APIs
Alex EconomonDir Bus. Dev. Carriers
13 Nov 2014
Nexmo is a Cloud Communication APIWe provide easy-to-use APIs and empower high quality and scalable cloud communications through a global telecom network.
• Global Reach & Local Country Connectors
• Adaptive Routing™ & Direct-to-Carrier©
Connections
• Real-Time Analytics & Dashboard
• Cloud Based Restful API
• SMS & Voice Capabilities
• Pay Per Use SaaS Model
Access to over 7.3 billion phonesOver 70,000 customers in 235 countries
Over 2.5 billion API calls in 201380% of OTT use us500 million data points collected per month
Nexmo Offers a Suite of Cloud APIs for Two-Way Communication
Messaging APIsHigh deliverability,low latency, global
Voice APIsEnhanced Voice XML & SIP
Cloud Phone NumbersWorld largest reach, mobileRanges, API based real time provisioning
Number Insights APIKnow your customers, reduce fraud, communicate with context
The Enterprise Communications Market is Growing and Changing Fast
OPPORTUNITIES
• $134B enterprise messaging and voice market, growing 25% per year(1)
• 50% Local – Global addressable market, but that portion is growing
• Boosted by OTT services & enterprise adoption
Sources: (1) Portico
TRENDS• Mobile has become the primary device
• Security and privacy concerns are increasing
• Emergence of the Phone Number as Unique ID
• Apps are going global from day one
• APIs as driver of agility in enterprise software
• Communication shifting to IP
Customers Want Agility and Scale On Demand as They Go Global
The Traditional Communication Value Chain is Not Fit for Business Apps
Enterprise
High barriers to innovate
Complicated Protocols Degradation of QoS
Complex Regulatory Environment
Subscribers
Multiple hops in the value chain lead to poor customer
satisfaction
Absence of data and analytics makes it impossible to track
returns
Security exposure with each additional hop
Nexmo “raison d’etre” is to Simplify, Streamline and Scale this Value Chain
Developer
Quality Solved: Remove Hops, Measure Conversions and Adjust in Real Time
Nexmo algorithms predict failure and automatically reroute
One Hop Max / Typically Zero Hops1 2
3 4 Adaptive Routing™Real-time End-User Data
Nexmo Direct-to-Carrier® ConnectivityLegacy Telco Services
Abstract Regulations: Simple in the Front-End, Compliant in the Back-End
In France, SMS must originate from a source, not a number.
Standard World SMS character limit is 160 characters. In Brazil, the limit is 157.
India Telecom regulations prohibit promotional messages from being delivered from 9PM - 9AM.
From: 33 1 43 54 22 66
To: 33 6 78 90 12 34
Envover: Bonjour!
From: NX SC 1223
To: 33 6 78 90 12 34
Envover: Bonjour!
Nexmo adapts the delivery method, automatically switching out the phone number with a ‘pre-approved’ delivery code
With local understanding of French SMS regulations, we can guarantee the message gets delivered.
Carrier Restriction
Brazil
If application sends communication based on the 160 standard, message will get truncated for Brazil recipients, altering intent.
Nexmo recognizes the potential delivery failure and modifies the communication to fit as intended.
From: LM-012345
Thank You. Your order has shipped! Don’t forget about special deals this summer!
From: LM-ADIDAS
Thank You. Your order has shipped! Don’t forget about special deals this summer!
With our local experience, Nexmo converts the source of this message so that it is recognized as a registered transactional communication; message can be delivered to end users, even if they are on the national do not call list, and it is after 9PM
Carrier Restriction
IndiaCarrier Restriction
France
Carriers PartnersEurope Africa Asia Latin America
It’s not just about the API…
How our customers create winning customer experiences…
… and why telco is so important for our customers!
Call to action
2 way communication
Healthcare•Appointment management•Patient follow-up•Medication reminders
Retail•Customer authentication•Customer service•Promotions
Social Media•User authentication•P2P messaging•Social invites
Travel/Hospitality•Reservation confirmation•Check-in & -out•Travel alerts
Finance•2 factor authentication•Transaction alert•Balance alerts
Cloud communication streamlines our client’s operations and how they interact with their customers
User 2 factor authenticationMarketing communications
Notifications, alerts and promotionsVirtual numbers Payment confirmation
Booking & delivery confirmation
Airbnb uses 2FA to verify user identity
1. User Settings
2. User Enters phone number 3. SMS received on mobile and user enters into website (2FA)
4. User Verified!
SMS Improves Customer Experience & Conversions
Number Insight to better know your customer
1. Debt Collection Agency Reduced CSR time spent calling invalid numbers
2. Credit Card Company Preventing fraud through a simple query of user location
3. Contextualizing CommunicationNI query prior to routing a call in case a user is roaming, allows to pick optimal communication channel in realtime
For further examples of Case Studies, please visit:
www.nexmo.com/success
Success Studies
Payments & Billing Coda decreases its SMS
latency from up to 45 minutes to under 15 seconds by
switching to Nexmo.
Communications SolutionsengageSPARK trusts Nexmo to help improve the lives of the poor in developing countries.
RetailQuidini serves up SMS messages from Nexmo to feed the needs of
diners waiting for tables.
Payments & BillingRhombus relies on Nexmo to
enable a fast and secure disrupter in the realm of
payments.
Travel Roamer depends on Nexmo to
deliver time-sensitive validation codes to travelers with an 80% conversion rate.
Hospitality Vilondo boosts vacation bookings by 10% with
Nexmo cloud messaging services.
Social Networks WePopp swithces to Nexmo
and increases conversions by 20% and delivery up to 99%.
Success Studies
Hospitality & Events IQ Polls uses Nexmo’s SMS
API to let conference attendees can vote on
topics through text messages.
Social Networksfring leverages Nexmo’s Cloud SMS API to verify
phones when new members join, improving conversions.
Hospitality With Nexmo, Clé Privée
members text their personal key number for
private concierge services.
Social Networks With Nexmo SMS, Be-Bound users communicate via 2G Networks, when 3G and Wi-
Fi are unavailable.
Social Networks Frim uses Nexmo’s Cloud SMS to eliminate fraud and scale to reach users around the world.
TransportationMondo Taxi uses Nexmo’s
Cloud SMS service to verify users, eliminating fraud and
enabling expansion.
ResearchOn Device Research relies on
Nexmo’s SMS API to reach audiences in hard-to-reach locations around the world.
Social Networks Jongla leverages Nexmo’s
SMS API to reach the youth market faster and with
certainty.
Companies that Rely on Global Messaging and Voice
OTT Travel Social Communication Payment & Security