Making the world a better place Making the world a better place
Making the world a better place Making the world a better place
Making the world a better place Making the world a better place
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
V O L U M E 2<br />
N U M B E R 3<br />
D E C E M B E R 2 0 0 8<br />
A P U B L I C A T I O N O F S Y N I V E R S E T E C H N O L O G I E S<br />
MOBILE<br />
COMMUNICATION:<br />
<strong>Making</strong> <strong>the</strong> <strong>world</strong><br />
a <strong>better</strong> <strong>place</strong><br />
Advanced Messaging Hub<br />
Single solution for mobile<br />
IM, SMS, MMS & presence<br />
Syniverse Incubation Team<br />
Preparing new technologies<br />
for <strong>the</strong> mobile industry<br />
FCH support gets regional<br />
Putting customers first<br />
in Asia Pacific
2<br />
Inside SYNERGY<br />
E X E C U T I V E C O R N E R<br />
6 Cover Story<br />
Mobile technology<br />
changes <strong>the</strong> <strong>world</strong><br />
3 Regional Update<br />
Global news<br />
about Syniverse<br />
3 Employee Spotlight<br />
Meet Mike Furey<br />
4 Syniverse Focus<br />
Incubation team prepares<br />
for <strong>the</strong> future<br />
5 Customer Connection<br />
Centennial Wireless<br />
8 Advanced Messaging<br />
Hub<br />
Breakthrough messaging<br />
approach for <strong>the</strong> industry<br />
11 Customer Service<br />
FCH support in AP<br />
12 Events Calendar/<br />
Contacts<br />
To <strong>better</strong> understand <strong>the</strong> needs of customers and <strong>the</strong> company on a global basis, I have spent<br />
a good deal of time on <strong>the</strong> road this year in face-to-face meetings in all <strong>the</strong> regions we serve.<br />
My travels have taken me from coast to coast in North America, all over Europe, and to a number<br />
of employee locations. I had <strong>the</strong> pleasure to visit several locations in Central and South America,<br />
including Panama and our Latin America headquarters in Buenos Aires, and I just returned from a<br />
second trip to Asia for meetings in Hong Kong and Macau.<br />
I truly believe that meeting with customers in <strong>the</strong>ir local environment provides me with first-hand<br />
knowledge that is invaluable to my understanding of how Syniverse<br />
can <strong>better</strong> meet <strong>the</strong> unique business needs of operators in this dynamic<br />
mobile market<strong>place</strong>. With more than 600 Syniverse customers<br />
<strong>world</strong>wide in over 120 countries, it’s a challenge for me to try to visit<br />
with everyone personally, but our Syniverse team members in region<br />
and from our headquarters group are constantly meeting with customers<br />
and industry colleagues to determine <strong>the</strong> best solutions for our<br />
industry today.<br />
It also is a privilege for me to spend time with our talented<br />
employees around <strong>the</strong><br />
“I truly believe that meeting with<br />
globe. This year, for example, we’ve had eight regional<br />
customers in <strong>the</strong>ir local environment<br />
employee meetings, including ga<strong>the</strong>rings in <strong>the</strong> UK,<br />
provides me with first-hand<br />
Hong Kong, Germany and our Tampa headquarters<br />
knowledge that is invaluable to my<br />
– all of which have allowed me to share business<br />
updates and corporate direction with many members understanding of how Syniverse can<br />
of our global team. I also use <strong>the</strong> opportunity to learn <strong>better</strong> meet <strong>the</strong> unique business needs<br />
more from <strong>the</strong>m about <strong>the</strong>ir ideas for ways Syniverse of operators in this dynamic mobile<br />
can improve its business operations and increase market<strong>place</strong>.”<br />
customer satisfaction.<br />
Tony Holcombe<br />
This issue of Synergy takes a closer look at<br />
President & CEO<br />
subjects I’ve found to be of interest for both customers and employees. On page 4 you can<br />
learn more about how Syniverse prepares new technologies for <strong>the</strong> market<strong>place</strong>, while page<br />
8 takes a look at <strong>the</strong> soon-to-be-available Syniverse Advanced Messaging Hub. Page 5 features<br />
one of our customers, Centennial Wireless, and a short article on page 11 highlights <strong>the</strong><br />
fantastic work being done by our FCH customer service team in Hong Kong.<br />
I look forward to <strong>the</strong> opportunity to get to know many of you in my future travels or when you<br />
have <strong>the</strong> opportunity to visit our Tampa headquarters. I hope you enjoy this issue of Synergy. J
3<br />
R E G I O N A L U P D A T E<br />
Employee SPOTLIGHT<br />
Asia Pacific (AP)<br />
When <strong>the</strong> 2008 Olympic Summer Games came to Beijing, Syniverse was<br />
well prepared to help operators serve <strong>the</strong> influx of mobile subscribers from<br />
around <strong>the</strong> globe. In fact, during <strong>the</strong> Games, roaming calls in China spiked<br />
almost 40 percent, with <strong>the</strong> largest number taking <strong>place</strong> when swimmer Michael<br />
Phelps set a record by winning eight gold medals. In <strong>the</strong> weeks leading<br />
up to <strong>the</strong> Games, we implemented a plan that ensured <strong>the</strong> large concentration<br />
of mobile users would experience seamless roaming during <strong>the</strong> Olympics.<br />
The result? Visitors in China were able to share <strong>the</strong> excitement of <strong>the</strong><br />
Olympics with <strong>the</strong>ir family, friends and business associates around <strong>the</strong> <strong>world</strong><br />
through voice calls, text and pictures via <strong>the</strong>ir mobile devices.<br />
Caribbean & Latin America (CALA)<br />
Syniverse has continued to expand its footprint in <strong>the</strong> CALA market, and<br />
roaming and clearing products are driving our growth in <strong>the</strong> region. We’ve<br />
seen significant contract wins for Syniverse, including some key takeaways.<br />
For example, Entel PCS, one of Chile’s largest mobile operators, decided to<br />
move its clearing business to Syniverse. We will now supply Entel with both<br />
data and financial clearing services as well as DataNet and Roaming Management<br />
Services. CALA also will have a new director of customer service at <strong>the</strong><br />
first of <strong>the</strong> year. Syniverse veteran Marcelo Schiaffino will take on <strong>the</strong> role of<br />
delivering support services to our CALA customers and extending our <strong>world</strong>class<br />
customer satisfaction.<br />
Europe, Middle East & Africa (EMEA)<br />
Our BSG integration continues to go well. After months of careful planning,<br />
we have successfully started customer upgrades. The process we’re using is<br />
fairly unique in <strong>the</strong> industry, as it requires minimal effort on <strong>the</strong> part of <strong>the</strong><br />
customer, making <strong>the</strong> entire upgrade virtually seamless. In addition, we are<br />
increasing penetration into <strong>the</strong> emerging Eastern Europe and Africa markets.<br />
Since January, we have signed at least 30 new contracts with nearly 20 new<br />
customers in Eastern Europe as well as just over 30 contracts with 14 new<br />
customers in Africa.<br />
North America (NA)<br />
Syniverse has an impressive 99 percent customer renewal rate, both globally<br />
and in North America – a clear indication of <strong>the</strong> service quality and value we<br />
provide our customers. We recently completed a renewal with Verizon Wireless,<br />
one our largest customers. Verizon Wireless uses a large suite of services<br />
from Syniverse, and <strong>the</strong> multi-year renewal included core Syniverse services<br />
for <strong>the</strong> management of data clearing and roaming operations – products such<br />
as mobile data roaming, data clearing house, Visibility ® , UniRoam ® and<br />
a number of o<strong>the</strong>r services. J<br />
Mike Furey<br />
Director<br />
Solutions Engineering<br />
North America<br />
Mike Furey works closely<br />
with customers around<br />
<strong>the</strong> globe every day in<br />
his role heading technical<br />
sales functions for<br />
Syniverse. With Syniverse<br />
for more than 10 years,<br />
Mike has held positions in<br />
engineering, technology<br />
strategy, marketing and<br />
sales. Synergy recently<br />
spoke with Mike to learn<br />
more about him and his<br />
work with operators.<br />
Synergy: Tell me a little bit<br />
about yourself.<br />
Mike: I began my telecom<br />
career in Sou<strong>the</strong>rn California<br />
focusing on networks<br />
and data engineering after<br />
serving four years as a<br />
U.S. Marine. Today, I’m<br />
married with two children;<br />
live in Tampa, Florida; and<br />
spend my free time working<br />
out, playing sports,<br />
relaxing at <strong>the</strong> beach and<br />
enjoying life to its fullest.<br />
Eventually I’d like to retire<br />
on an island with a cold<br />
drink in one hand and my<br />
BlackBerry in <strong>the</strong> o<strong>the</strong>r!<br />
Synergy: What has been<br />
your greatest success so far?<br />
Mike: I am proud to have<br />
contributed to Syniverse’s<br />
market introduction of<br />
innovative solutions for<br />
global signaling and mobile<br />
data roaming. It has<br />
been personally satisfying<br />
Cont.on page 11
4<br />
S Y N I V E R S E F O C U S<br />
Syniverse Incubation Teams Improve Quality, Accelerate<br />
Innovation<br />
TECHNOLOGY<br />
Joe DiFonzio<br />
VP of Advanced Development<br />
Tucked away on <strong>the</strong> first floor of Syniverse<br />
headquarters in Tampa, Florida, an incubation<br />
team works with a single focus: to prepare<br />
new technologies for <strong>the</strong> mobile market<strong>place</strong>, one<br />
product at a time. The company’s first incubation<br />
team was launched in August, and Syniverse Vice<br />
President of Advanced Development Joe Di-<br />
Fonzo said this team is <strong>the</strong> first of many to come<br />
in <strong>the</strong> continuous effort to provide operators with<br />
<strong>the</strong> latest, most advanced technologies.<br />
“The incubator will be a critical element<br />
of new product development going forward,”<br />
Joe said. “Each team will only focus on one<br />
initiative at a time, enabling team members to<br />
devote 100 percent of <strong>the</strong>ir efforts to ensuring<br />
each new product meets <strong>the</strong> diverse needs of<br />
our customers.”<br />
Before reaching <strong>the</strong> incubator,<br />
new ideas that come<br />
from a variety of sources,<br />
including Syniverse employees<br />
who work directly with<br />
customers and understand<br />
<strong>the</strong>ir evolving needs, must go<br />
through a number of steps.<br />
A concept is first evaluated by research and<br />
development and <strong>the</strong>n by product management<br />
to ensure it is a good fit with Syniverse’s core<br />
competencies. Products that successfully make it<br />
past <strong>the</strong>se two steps are assigned to an incubation<br />
team before official launch to <strong>the</strong> mobile market.<br />
Members of each team become experts on<br />
<strong>the</strong>ir specific Syniverse product from both a<br />
marketing and technological perspective. On <strong>the</strong><br />
technology side, <strong>the</strong>y conduct trials and tests to<br />
anticipate potential issues that could arise down<br />
<strong>the</strong> road. From a business standpoint, <strong>the</strong>y examine<br />
<strong>the</strong> product’s business model and ensure it is <strong>the</strong><br />
best solution to meet an operator’s needs.<br />
Joe said he looks at a number of different<br />
criteria when putting toge<strong>the</strong>r an incubation team.<br />
Members must be individuals who have an intimate<br />
understanding of <strong>the</strong> technology and business requirements<br />
of mobile operators. He also looks for<br />
creative people who are willing to go <strong>the</strong> extra mile<br />
for customers.<br />
“The ultimate goal is to have a<br />
crew that can prepare a product<br />
for <strong>the</strong> market by understanding<br />
“Being on an incubation team is not a nineto-five<br />
job. Teams endure late nights and often live<br />
on pizza and caffeine,” he said. “The ultimate goal<br />
is to have a crew that can prepare a product for<br />
where <strong>the</strong> industry is going and by<br />
anticipating operator needs.”<br />
<strong>the</strong> market by understanding<br />
where <strong>the</strong> industry is<br />
going and by anticipating<br />
operator needs.”<br />
As a result of this proactive<br />
approach to problem<br />
solving, Joe said Syniverse<br />
customers benefit from<br />
robust new products that solve problems before<br />
<strong>the</strong>y arise.<br />
“As always, <strong>the</strong> bottom line is customer<br />
satisfaction,” Joe said. “The Syniverse incubator<br />
makes sure we are as efficient and thorough as<br />
possible as we continue to develop new products<br />
that provide operators with <strong>the</strong> latest technologies<br />
and solutions.” J
5<br />
C U S T O M E R C O N N E C T I O N<br />
Centennial Wireless Benefits from using Syniverse as Single<br />
Source for Mobile Solutions<br />
With about 1.1 million mobile subscribers<br />
throughout <strong>the</strong> United States and<br />
Puerto Rico, Centennial Wireless is dedicated<br />
to tailoring <strong>the</strong> ultimate user experience to meet<br />
<strong>the</strong> needs of its customers. In support of this<br />
mission, Centennial has relied on Syniverse for<br />
more than two years as a single-source service<br />
provider capable of simplifying <strong>the</strong> business<br />
and technical complexities of doing business in<br />
regional mobile markets. “When selecting a<br />
service provider, we needed a company that<br />
could provide us with <strong>the</strong> wide range of<br />
services necessary to keep up with subscriber<br />
demand. We also wanted a company that was as<br />
dedicated to customer service as we are,” said<br />
Phillip H. Mayberry, President of U.S. Wireless<br />
Operations, Centennial. “Not only does Syniverse<br />
have a proven, 20-year track record of success<br />
in <strong>the</strong> mobile industry. It also is well known<br />
for providing outstanding support and helping<br />
operators navigate this dynamic market<strong>place</strong>.”<br />
Centennial utilizes a variety of Syniverse<br />
clearing, messaging, mobile data and network<br />
solutions to serve both its GSM network in <strong>the</strong><br />
United States and its CDMA network in Puerto<br />
Rico. Bundling <strong>the</strong>se services with one service provider<br />
enables a number of efficiencies, including<br />
cost savings, customer support and ease of use. An<br />
added plus is Syniverse’s Crossroads SM , a centralized<br />
web portal for all Syniverse products. Centennial<br />
is able to access detailed reporting for each<br />
solution as well as Syniverse customer support.<br />
Phil said both Crossroads and Syniverse’s<br />
industry-leading support are key to providing efficient,<br />
uninterrupted services to its subscribers.<br />
“Since we began using multiple Syniverse solutions,<br />
we have been able to pass along <strong>the</strong> benefits<br />
of lower prices and streamlined services to our<br />
customers,” he said. “Over <strong>the</strong> past two years, this<br />
has proven to be a key competitive advantage.”<br />
The customer<br />
service provided by<br />
Syniverse also means<br />
Centennial is able to<br />
respond quickly to <strong>the</strong><br />
needs of its customers<br />
at all times. Phil said<br />
his organization continues to leverage its strong<br />
working relationship with Syniverse to benefit its<br />
subscribers and to maintain its position as a leading<br />
regional mobile operator.<br />
“We’re dedicated to serving local markets<br />
with high-quality networks and services while<br />
expanding our subscriber base,” he said. “By<br />
bundling a variety of Syniverse solutions, we have<br />
been able to reduce costs, increase efficiency and<br />
spend more time focusing on our top priority –<br />
customer satisfaction.” J<br />
“When selecting a service provider,<br />
we needed a company that could<br />
provide us with <strong>the</strong> wide range of<br />
services necessary to keep up with<br />
subscriber demand.“<br />
Philip H. Mayberry<br />
President<br />
U.S. Wireless Operations<br />
Centennial Wireless
6<br />
Reducing Poverty, Saving Lives,<br />
Enabling Political Expression<br />
How Mobile Technology is Changing <strong>the</strong> World<br />
By Tony Holcombe<br />
President & CEO<br />
Around <strong>the</strong> <strong>world</strong> today, more people own a mobile phone than any o<strong>the</strong>r communications device.<br />
Twice as many people have mobile devices as have televisions. Three times as many have mobile<br />
devices as have landlines, and five times as many have mobile devices as have PCs. As new mobile devices<br />
with increased functionality are introduced, more and more people favor <strong>the</strong>ir mobile device over o<strong>the</strong>r<br />
forms of communication. By <strong>the</strong> end of 2008 about 60 percent of <strong>the</strong> <strong>world</strong>’s population will have at least<br />
one mobile device.<br />
Those of us in <strong>the</strong> industry know that growth is strong, but competition is fierce. We each spend an<br />
inordinate amount of our time worrying about ARPU, MOUs and a long list of o<strong>the</strong>r acronyms related to<br />
increasing our companies’ revenues and managing our costs.<br />
I think it’s important, though, that we take a moment to reflect on <strong>the</strong> vital role mobile technology<br />
plays in <strong>the</strong> lives of <strong>the</strong> citizens of our <strong>world</strong> and how our businesses make a positive contribution to society.<br />
Both formal and informal research clearly shows that income and quality of life increase when people<br />
have access to a mobile phone. This is especially significant considering that nearly three-quarters of <strong>the</strong>
7<br />
<strong>world</strong>’s mobile subscribers live in developing countries.<br />
I recently read, for example, a BBC news story about a mobile phone-based service in India called<br />
Reuters Market Light. Text messages are sent to rural farmers, providing <strong>the</strong>m with practical information<br />
to manage <strong>the</strong>ir livelihood. The daily mobile updates enable farmers to save <strong>the</strong>ir crops, get a fair price,<br />
reinvest profits and make <strong>better</strong> lives for <strong>the</strong>ir families.<br />
Ano<strong>the</strong>r mobile phone-based program helps women in rural Central American and Mexican communities<br />
ensure <strong>the</strong>y do not miss <strong>the</strong> once-a-year opportunity to harvest, process and market <strong>the</strong> local<br />
Maya nut. Landlines are unavailable in <strong>the</strong>se tropical rainforests, so women are provided mobile phones<br />
and taught how to receive and send text messages. Information about marketing, harvest management and<br />
financing helps <strong>the</strong>se women earn income to support <strong>the</strong>ir families and encourages <strong>the</strong>m to explore o<strong>the</strong>r<br />
new technologies.<br />
The positive economic effects of mobile technology are supported empirically as well. A Brown University<br />
study looked at <strong>the</strong> fishing industry in Kerala, India, where fishermen as well as<br />
Cont. on page 10
8<br />
A D V A N C E D M E S S A G I N G H U B<br />
The Syniverse Advanced Messaging Hub:<br />
A Breakthrough Approach to Mobile Messaging<br />
While much of <strong>the</strong> global mobile network of 3.7 billion subscribers supports data connectivity<br />
and email, <strong>the</strong> applications, underlying infrastructure and business model required to reliably<br />
handle mobile IM, SMS, MMS and presence among <strong>the</strong>se subscribers have been nonexistent.<br />
Syniverse Chief Technology Officer Jeff Gordon said Syniverse has stepped up to <strong>the</strong><br />
challenge to meet subscriber demand for ubiquitous mobile messaging across all networks,<br />
protocols and messaging types.<br />
Jeff Gordon<br />
Chief Technology Officer<br />
“2009 will mark <strong>the</strong> availability of <strong>the</strong> Syniverse Advanced Messaging Hub, a messaging solution<br />
that promises to deliver any sort of message format to any subscriber, anywhere in <strong>the</strong> <strong>world</strong>,” he said.<br />
“I have no doubt that mobile<br />
IM will become a key form<br />
of communication in <strong>the</strong><br />
mobile industry.”<br />
“Just as voice and data connectivity hubs have proven to be successful across <strong>the</strong> industry, our newest<br />
hub concept will provide <strong>the</strong> same dependable solution to operators for instant messaging and will, as<br />
a result, forever change mobile communications.”<br />
Syniverse is working with Colibria, a leading global provider of instant messaging and presence solutions,<br />
to develop <strong>the</strong> new hub solution. The solution takes advantage<br />
of a unique combination of Syniverse’s 20-year heritage of providing<br />
industry-leading interoperability and interworking solutions with <strong>the</strong><br />
award-winning Colibria IM and presence product portfolio.<br />
When available in second quarter next year, <strong>the</strong> Advanced Messaging<br />
Hub will deliver interworking between operators for IM, SMS,<br />
MMS and presence applications.<br />
“What makes this unique in <strong>the</strong> industry is while o<strong>the</strong>r vendors provide ei<strong>the</strong>r IM or SMS or<br />
MMS solutions alone, this advanced messaging hub will be <strong>the</strong> first to offer interworking and interconnection<br />
between all messaging types, regardless of network or protocol types,” Jeff said.<br />
This new model also incorporates protocol interworking for IM and presence messages in <strong>the</strong><br />
mobile environment. Feature-rich presence applications will allow users to post status updates to<br />
indicate what <strong>the</strong>y are doing and <strong>the</strong> best method to contact <strong>the</strong>m. The hub also will allow users to<br />
send messages to contacts who only subscribe to SMS and MMS services. When a mobile user sends<br />
a message to a personal contact, <strong>the</strong> hub will deliver <strong>the</strong> message based on <strong>the</strong> receiver’s presence and<br />
<strong>the</strong>n automatically convert that message for delivery.<br />
“What I think is especially exciting is that this type of interoperability creates both ano<strong>the</strong>r me-
9<br />
dium of mobile communication as well as an entirely new<br />
mobile community-based experience,” Jeff said.<br />
“Operators will soon be able to provide <strong>the</strong>ir subscribers<br />
with a completely new form of highly personalized,<br />
real-time communications.”<br />
He explained that ra<strong>the</strong>r than replacing voice<br />
and existing messaging technolgies, instant messaging will<br />
become a complementary, additional form of mobile<br />
communication. Actually, interconnected IM communities<br />
will help increase subscriber messaging and enable operators<br />
to participate in <strong>the</strong> mobile IM revenue stream.<br />
Operators also will find that deploying <strong>the</strong> advanced<br />
messaging services will be cost effective. As<br />
Syniverse will have <strong>the</strong> platform, connectivity<br />
and global infrastructure in <strong>place</strong>, operators<br />
will be able to focus instead on <strong>the</strong>ir subscribers<br />
ra<strong>the</strong>r<br />
than on developing<br />
and<br />
managing <strong>the</strong><br />
technology.<br />
“I have<br />
no doubt<br />
that mobile<br />
IM will become a key form<br />
of communication in <strong>the</strong><br />
mobile industry,” Jeff said. “I<br />
can’t wait to see how Syniverse,<br />
Colibria and <strong>the</strong> Advanced<br />
Messaging Hub will help<br />
shape <strong>the</strong> future of <strong>the</strong> mobile industry.” J
10<br />
Holcombe Cont. from page 7<br />
“I think it’s important,<br />
though,<br />
that we take a<br />
moment to reflect<br />
on <strong>the</strong> vital role<br />
mobile technology<br />
plays in <strong>the</strong> lives<br />
of our citizens…”<br />
wholesale and retail traders began using cell phones to coordinate sales. A dramatic improvement occurred<br />
in <strong>the</strong> allocation of goods from one market to <strong>the</strong> next, along with a decrease in related price variations.<br />
After <strong>the</strong> mobile devices were introduced, fishermen’s profits increased on average by 8 percent, while<br />
consumer prices declined by 4 percent.<br />
People with access to mobile devices benefit from a health and personal well-being perspective as<br />
well, particularly when <strong>the</strong>y live in remote areas where <strong>the</strong> lack of emergency help can mean <strong>the</strong> difference<br />
between life and death.<br />
A mo<strong>the</strong>r with a sick child can contact a doctor’s office in a neighboring village to see if a nurse or<br />
physician is available before beginning an arduous journey. Mobile-based programs remind <strong>the</strong> elderly and<br />
sick to take medications at certain times of <strong>the</strong> day, allowing <strong>the</strong>m to avoid long trips to medical clinics or<br />
eliminate expensive home visits by medical personnel. And where wireline infrastructure is simply unavailable,<br />
physicians have <strong>the</strong> capability to contact specialists around <strong>the</strong> <strong>world</strong>, so <strong>the</strong>y can provide state-of-<strong>the</strong><br />
art treatment to under-served populations.<br />
Wireless devices play a roll in <strong>the</strong> safety and security of society on o<strong>the</strong>r levels as well. Mobile operators<br />
in Japan, for instance, are planning to launch an earthquake alert system that will distribute warnings<br />
via cell phones. And several cities in <strong>the</strong> United States have programs that allow individuals with information<br />
about crimes to text tips to authorities. In Boston, Massachusetts, <strong>the</strong> “Text a Tip” program reportedly<br />
helped to solve two homicides during its first few months of operation.<br />
In <strong>the</strong> United States, virtually all mobile subscribers have <strong>the</strong> opportunity to register for <strong>the</strong> free Wireless<br />
AMBER Alerts program. Businesses, <strong>the</strong> wireless industry and <strong>the</strong> government are working toge<strong>the</strong>r<br />
to keep children safe by sending geographically targeted text messages to registered mobile users whenever<br />
a child goes missing. I’m proud to say Syniverse volunteered its expertise to create, run and maintain <strong>the</strong><br />
platform for this program.<br />
The implications of wireless technology as a tool for political activism also are impressive. You may recall<br />
news reports earlier this year from Zimbabwe during election disputes where, on one hand, dissidents<br />
put out a call to arms while o<strong>the</strong>r groups countered with calls for peace – all via SMS. We also have seen <strong>the</strong><br />
Philippines utilize SMS-based systems to help find or rescue migrant workers who have left <strong>the</strong>ir country<br />
to work but find <strong>the</strong>mselves turned into indentured servants or worse.<br />
These are just a few examples of how mobile technology is changing <strong>the</strong> <strong>world</strong> for <strong>the</strong> <strong>better</strong>. In fact,<br />
I doubt that any of us could have anticipated 20 years ago where we would be today, and how mobile communications<br />
would become such a necessary part of our lives.<br />
We all know that communications technology is evolving at an-ever increasing rate. Well-known<br />
futurist Raymond Kurzweil has said that we won’t be limited to 100 years of progress in <strong>the</strong> 21st century; it<br />
will be more like 20,000 years of progress during a single century. So if we think we are changing <strong>the</strong> <strong>world</strong><br />
now, we haven’t seen anything yet.<br />
If you are like me, <strong>the</strong> ultimate impact of what you do likely gets lost in your day-to-day activities. So,<br />
I have a suggestion. On those days that you get caught up in <strong>the</strong> frustration of changing business models,<br />
Cont. on page 11
11<br />
C U S T O M E R S E R V I C E<br />
Local Syniverse Team Supports FCH Customers in Asia Pacific<br />
Serving 13 countries and speaking six different languages, members of <strong>the</strong> Syniverse support team in<br />
Hong Kong have earned an industry-wide reputation for providing exceptional assistance for Syniverse<br />
Financial Clearing House (FCH) customers in <strong>the</strong> Asia Pacific region.<br />
Kilian Radtke, Operations Manager for Asia Pacific, said Syniverse’s regionally-based customer service<br />
Syniverse AP FCH Customer Support<br />
Team: (top row, left to right) Venus Hui,<br />
Bowin Fung, Grace Tso, Jeanie Ng, Wing-<br />
Sze Yuen, Renee Chau, Sandy Wong, Kate<br />
Ng, Bee-Khee Lim; (bottom row, left to<br />
right) Cellini Cheng, Michael So, Keanu<br />
Chan and Elsonio Atticus Yuen.<br />
Holcombe Cont. from page 10<br />
is part of <strong>the</strong> company’s global strategy to have a local presence in key markets to allow <strong>the</strong> company to <strong>better</strong><br />
focus on customer needs.<br />
“Our clients tell us that our customer service stands out both<br />
because of our understanding of <strong>the</strong> complexities unique to this<br />
part of <strong>the</strong> <strong>world</strong> as well as our dedication to getting a job done<br />
quickly and correctly,” he said.<br />
Ano<strong>the</strong>r plus is <strong>the</strong> team’s location in <strong>the</strong> same time zone<br />
as its customers. Moreover, support team members each speak<br />
three to four languages on average, including English, Cantonese,<br />
Mandarin, Malay, French and Japanese.<br />
customers and has <strong>the</strong> ability to clearly communicate in <strong>the</strong> customers’<br />
native languages facilitates telephone and email communications.<br />
Operations team leaders Bee Khee Lim and Bowin Fung of<br />
Hong Kong said that having a team that works <strong>the</strong> same hours as <strong>the</strong><br />
“The ability to respond quickly, combined with fluency in several languages, enables <strong>the</strong> team to fully<br />
meet customer needs and develop positive customer relationships,” Bee Khee said.<br />
While <strong>the</strong> operations team interacts directly with customers to solve issues, <strong>the</strong> finance side of <strong>the</strong><br />
FCH support team does most of its work behind <strong>the</strong> scenes. Kate Ng, <strong>the</strong> finance desk team leader who<br />
works in Hong Kong, said she and her colleagues work closely with <strong>the</strong> operations team members to<br />
provide <strong>the</strong> information <strong>the</strong>y need to help customers quickly and efficiently.<br />
“The needs of our clients come first, and we all work hard to resolve issues as quickly as possible,” she<br />
said. “I am proud to be part of <strong>the</strong> Asia Pacific FCH support team.” J<br />
next generation networks or stock prices, take a deep breath. Then reflect for a moment on <strong>the</strong> fact that<br />
you are more than a corporation, more than a money maker or more than technology company. You also are<br />
all helping <strong>the</strong> <strong>world</strong> to reduce poverty, save lives, be safe and enable political expression.<br />
I could not be more proud to be a part of this industry. J<br />
Mike Furey Cont. from page 3<br />
to help <strong>the</strong>se concepts<br />
become realities and to<br />
know <strong>the</strong>y have had such<br />
a positive impact in <strong>the</strong><br />
global mobile market.<br />
Synergy: What is your<br />
favorite part of <strong>the</strong> job?<br />
Mike: Without a doubt, <strong>the</strong><br />
best aspect of my job is<br />
interacting with Syniverse<br />
customers. I love meeting,<br />
chatting, texting<br />
and brainstorming with<br />
<strong>the</strong>m. For me, it’s all about<br />
being <strong>the</strong>re and maintaining<br />
strong relationships.<br />
Whe<strong>the</strong>r it’s simplifying<br />
a complex process or explaining<br />
how mobile data<br />
or messaging works, it’s<br />
all good!<br />
Synergy: What do you hear<br />
from customers about Syniverse?<br />
Mike: Customers tell<br />
us that Syniverse is a<br />
thought leader that turns<br />
challenges into success<br />
stories. Our customers<br />
also constantly tell me<br />
how comforting it is to<br />
know that our Syniverse<br />
employees are knowledgeable<br />
and committed to<br />
<strong>the</strong> operator’s success, no<br />
matter what <strong>the</strong> situation.<br />
Synergy: What makes it<br />
special to be part of <strong>the</strong><br />
Syniverse team?<br />
Mike: There’s no <strong>better</strong><br />
<strong>place</strong> to be right now than<br />
<strong>the</strong> mobile industry, and<br />
we sit right in <strong>the</strong> middle<br />
of it. I am honored to be<br />
part of a team that has a<br />
leading role in <strong>the</strong> way our<br />
global society communicates.<br />
J
S Y N I V E R S E W O R L D W I D E H E A D Q U A R T E R S<br />
See you at <strong>the</strong><br />
following events . . .<br />
CDG IRT<br />
December 2-4<br />
Oranjestad, Aruba<br />
GSM LA Uruguay<br />
December 3-5<br />
Punta del Este, Uruguay<br />
GSM NA #47<br />
January 26-30<br />
(TBD)<br />
GSMA Mobile<br />
World Conference<br />
February 16-19<br />
Barcelona, Spain<br />
Corporate<br />
Headquarters<br />
8125 Highwoods Palm Way<br />
Tampa, FL, USA 33647-1776<br />
+1 813 637 5000<br />
CALA<br />
Headquarters<br />
Thames 91-Office 1<br />
San Isidro-CP: 1609<br />
Provincia de Buenos Aires<br />
Argentina<br />
+54 11 4765 8687<br />
Asia Pacific<br />
Headquarters<br />
27/F, 248 Queen’s Road East<br />
Wanchai<br />
Hong Kong, China<br />
+852 2893 3776<br />
EMEA<br />
Headquarters<br />
Regus Zen Building<br />
Newtonlaan 115<br />
Utrecht, 3584 BH<br />
The Ne<strong>the</strong>rlands<br />
+31 30 210 6511<br />
Simplifying complexity,<br />
delivering possibilities<br />
www.syniverse.com<br />
© 2008 Syniverse Technologies, Inc. All rights reserved. Syniverse, <strong>the</strong> Syniverse logo and Crossroads are service<br />
marks and Visibility and UniRoam are registered trademarks of Syniverse Technologies, Inc. To subscribe to this<br />
magazine, email synergy@syniverse.com.