NRTRDE: - Syniverse Technologies

V O L U M E 1N U M B E R 1O C T O B E R 2 0 0 7A 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 SNRTRDE:The futureof fraudmanagementNumber PortabilitySyniverse solutionsspan the worldProduct ManagementMeeting the needs ofglobal customersGEMSOnline ticketing toolgets a redesign

2Inside SYNERGYE X E C U T I V E C O R N E R6334581112Cover StoryNRTRDE & fraud managementRegional UpdateWhat’s happening withSyniverse globallyEmployee SpotlightMeet Daniel CoheurSyniverse FocusProduct ManagementNumber PortabilityUpdateSyniverse solutions spreadworldwideCustomer ConnectionSingTel MobileCustomer ServiceOnline ticketing with GEMSEvents Calendar/ContactsWelcome to the inaugural issue of Synergy from Syniverse!Many of you have asked us to keep looking for new and better ways to bring you newsabout industry trends, products and solutions that will help solve your business problemsand grow your business. Synergy will address news and developments that are important toyou. This publication also will evolve based on your feedback, so please let us know what you’dlike to see in Synergy going forward by contacting our editor at synergy@syniverse.com.In this issue, we take an in-depth look at the problem of roaming fraud confronting mobileoperators today and the latest way to combat it viaNear Real Time Roaming Data Exchange (NRTRDE), anew GSMA initiative that gives operators a dramaticallyimproved ability to detect activities that lead to revenueloss. We’ll also give you insight into our newly revampedproduct management group, provide regional highlightsabout what’s happening at Syniverse around the worldand much more.I am pleased to report that 2007 marks 20 years thatour company has been serving the telecommunicationsindustry. What started in 1987 as a business unit of GTEwith 30 employees and 12 customers only in the U.S.market has grown into a hugely successful, truly globaloperation. Today Syniverse has close to 1,000 employeesworldwide and almost 400 customers in more than 50countries, and the numbers keep growing.We attribute much of our success to the collaborativerelationships we have built together with theI am pleased to report thatmobile operator community over the last two decades. 2007 marks 20 years that ourIn fact, our customer relationships serve as inspirationfor this publication and its name, Synergy. It is thesecompany has been serving therelationships that have brought us to where we aretelecommunications industry.today and that will take us successfully into the future.Our goal is to leverage the experience and talent at Tony HolcombeCEO & PresidentSyniverse to bring you the industry’s best solutions, productsand services, so you may effectively address the challenges and opportunities of mobileoperators. On behalf of the entire Syniverse team, I want to thank you for 20 years of steadfastsupport and for 20 years of confidence in our products and our people. J

3R E G I O N A L U P D A T EEmployee SPOTLIGHTAsia Pacific (AP)Syniverse continues to expand its presence in AP. One area of significance isthe increasing number of operators in the region for whom we provide dataclearing services. SmarTone-Vodafone of Hong Kong, True Move of Thailandand Reliance Communications Ltd. of India are just a few who are takingadvantage of Syniverse’s expertise in this area. This summer was the one-yearanniversary of our acquisition of ITHL. Now called Syniverse AP, the teamis well integrated, and we are able to offer Syniverse’s complete portfolio ofproducts, including mobile broadband and multimedia solutions, to an evenwider number of operators around the world.Caribbean & Latin America (CALA)In July, Syniverse opened a new regional headquarters in Buenos Aires, Argentina,and appointed Giorgio Miano as CALA’s new vice president. Syniversehas been serving customers in the region for more than 15 years and has anumber of projects in the works throughout the region. Giorgio also cut theribbon for a new office in Brazil and announced the appointment of MarcioKanamaru as the country’s director of sales.Europe, Middle East & Africa (EMEA)The Middle East and Africa are experiencing tremendous growth in themobile telecom industry, so the decision to establish a new office in Dubai,United Arab Emirates, was a natural step for Syniverse as the companycontinues its global expansion. Syniverse also expanded its reach into EasternEurope with operators throughout the region who are adding, among otherproducts, ACCESS S&E ® GSM Clearinghouse Services to support internationalGSM data roaming for their subscribers.North America (NA)Syniverse’s own Tony Holcombe was re-elected in September to the CTIA-The Wireless Association Board of Directors. This will mark his second yearserving as a member of the board. Syniverse also continues its volunteerrole in running and maintaining the platform that makes Wireless AMBERAlerts TM possible. The service notifies registered mobile phone users via freetext alerts when an AMBER Alert has been issued for an abducted child intheir area. At the beginning of September, the notification system had about390,000 subscribers in the United States and was averaging approximately1,800 new mobile numbers registered per week. For more information, visitwww.wirelessamberalerts.org.Daniel CoheurBusiness DevelopmentDirector, EMEAAlthough his title is businessdevelopment directorfor EMEA, Daniel has spenta good portion of the lastyear spearheading thedevelopment of SyniverseDataNet, a solution thatprovides operators witha robust, innovative andcost-efficient platform tocombat roaming fraudand ensure compliancewith the GSMA’s NearReal Time Roaming DataExchange (NRTRDE) standard.Synergy sat downwith Daniel recently tolearn more about him andhis work with Syniverse.Synergy: Tell me a little bitabout yourself.Daniel: I grew up inBelgium where I earnedmy degree in business administration.I also studiedin Spain and the UnitedStates. Although I startedmy career in financialclearing, it wasn’t longbefore I moved to the telecommunicationsindustry.I have had the pleasure ofworking for Syniverse forthe last four years.Synergy: What geographicalterritory do you cover?Daniel: I live in Luxembourgbut travel theglobe because SyniverseDataNet and NRTRDEare important to mobileCont.on page 11

4S Y N I V E R S E F O C U SProduct management meets global customer needsPRODUCT MANAGEMENTWhen Bud Basu joined Syniverse thispast summer as vice president ofproduct management, he immediately set inmotion a major transformation. In only a fewBud BasuVP, Product Managementof the company’s customers.short months, he has revamped his organization’sstructureand set the stagefor the productmanagementgroup to do businessin a new waythat will allow itto better understandand fullymeet the needs“I’ve discovered that the one constant inthe telecommunications industry is change.This is an industry that continually evolvesand moves forward. Therefore, to be successful,operators must not onlyserve their current subscribersbut also must stay severalsteps ahead of the technologycurve so they are not leftbehind,” he said. “My goal isto create a product managementorganization that meets both the currentand future needs of our customers.”One change Bud made was to realign histeam in a way so it would be better able toserve an increasingly diverse group of Syniversecustomers who operate in different parts ofthe world. This will be accomplished by placingmarket planning managers locally in regionsworldwide. These managers will serve as thevoice of the customer to the product managementorganization.“My goal is to create a productmanagement organizationthat meets both the current andfuture needs of our customers.”“By living and working in close proximity toour customers, these in-region team memberswill be in a much better position to understandthe specific needs of operators around the globe.When the information they learn is relayed toproduct management at the corporate level, mygroup will be able to carry out some real strategicproduct planning to ensure we quickly developproduct enhancements and new offerings thatmeet the needs of our customers,” he said.Bud also is cultivating a cross-product mindsetin his team. He said operators will reap thebenefits when product managers look at Syniverse’sbroad and diverse product offering at themacro level instead of on an individual productbasis. This will help servecustomers better by takingadvantage of the myriadof Syniverse solutions andproduct synergies.“When we do the workto figure out product bundlesand how our solutions will work togetherand complement each other, operators are ableto spend their time concentrating on how tobest serve their own customers,” he said. “I canthink of no better way to deliver value to thosewe value the most.” J

5N U M B E R P O R T A B I L I T Y U P D A T EGlobal success with number portabilityNumber portability solutions designed bySyniverse are being used by an increasingnumber of operators around the globe, includingmost mobile operators in the United States,all mobile operators in Canada and the UnitedKingdom, and select operators in Hong Kong, Taiwanand Macau. The company also was selected thispast summer to implement its solution in Singapore.“I think our success in the number portabilityarena is a testament as to how well Syniverse’snumber portability experts are able to customizesolutions to meet the unique requirements of eachcountry,” said Tony Holcombe, CEO and President,Syniverse. “We have an excellent track record in designing,implementing and maintaining complex solutionsthat interconnect different service providers’networks in a way that’s efficient and cost-effectivefor operators as well as beneficial for subscribers.”Syniverse, which developed its first number portabilitysolution in 1998, will continue to pursue numberportability opportunities around the world as thegovernments in more and more countries requiretheir telecommunications providers to implementnumber portability solutions.Smooth launch for Canadian numberportabilityMarch 14, 2007, marked the day that Canadianoperators and Syniverse successfully launchedwireless number portability (WNP) for thatcountry’s wireless subscribers.To ensure seamless service for Canadian usersand mobile operators, Syniverse and operatorsworked closely for nearly a year before the launchof WNP. The end result was a smooth launch onthe initiative’s first day and porting volumes thatexceeded expectations. No significant problemswere experienced by Syniverse, the operators or,most importantly, the operators’ customers.Singapore selects Syniverse solutionIn June, Syniverse was appointed by the InfocommDevelopment Authority of Singapore (IDA)as the country’s only number portability centralizeddatabase administrator. Syniverse also was awardedthe license to provide number portability solutionsto Singapore’s telecommunications operators andestablish number portability service agreements withall of Singapore’s telecom providers.Also included in the license is the right to providenumber portability services to fixed-line operatorsand others, such as VoIP and wireless broadbandoperators, should the need arise. Singapore’s newcentralized database is expected to be in place by thesecond quarter of 2008, at which time service providerswill be expected to meet the IDA’s new numberportability regulations. JNumber PortabilityLab opened in MexicoJust this past August,Syniverse opened a NumberPortability Lab to offerMexican operators an opportunityfor a hands-onexperience to help themprepare for the launch ofnumber portability in 2008.The operators in Mexicohave not yet selected anyvendors for the central database,which most likely willbe implemented in 2008.The only one of its kindin Mexico, the Number PortabilityLab will familiarizeoperators with porting technologiesfor wireless andwireline numbers, as well asgive them the opportunityto see the programmingtechniques and the userinterface used in Syniverse’ssolutions. The lab is locatedin Hewlett-Packard México’s“Discovery Center” inMexico City.

6T H E F U T U R E O F F R A U D M A N A G E M E N TSyniverse ExpertServes GSMAChrister GullstrandTechnology Director, EMEAChrister Gullstrand,Director of GSM Standardsfor Syniverse, makes it hisbusiness to help operatorsuse leading-edge technologyto solve their businessproblems, especially whenit comes to fraud management.Christer has been amember of the Syniverseteam for more than 10years and serves the GSMAin a number of leadershipcapacities including longtermchair of the TransferredAccount Data InterchangeGroup (TADIG), theGSMA group responsiblefor the technical specificationsof NRTRDE, and chairCont. on page 7International revenue share fraud, or roaming fraud, has become awell-organized criminal activity aimed at high-value transactionsof GSM operators. According to a recent GSM Association (GSMA)survey of 37 operators, significant roaming fraud losses affect networksof all sizes and in all regions. In one instance, a single operator is reportedto have suffered losses of €11.1 million in less than two years.“Today’s networks were originally equipped to prevent such losses, but inevitably, roaming fraudhas become more sophisticated and can now overcome recent anti-fraud measures,” said EugeneBergen Henegouwen, Executive Vice President, EMEA, Syniverse. “As a result, the GSMA has takendecisive action by implementing Near Real Time Roaming Data Exchange (NRTRDE), a new standardthat will dramatically improve the ability of operators to detect and act upon fraud.”According to the GSMA, as operators adopt NRTRDE, they are expected to be able to reducethe incidence of roaming fraud by up to 90 percent.

7GSMA Cont. from page 6A New Way to Combat Roaming FraudOperators today rely on a High Usage Report (HUR) to alert them to possible instances offraud. This framework requires the transfer of a call data record (CDR) detailing roaming serviceusage between the visited (roaming) and home operator networks within a 36-hour window. In manycases, the record arrives too late to prevent the fraud, and the defrauded revenue is lost for good.The NRTRDE standard will replace HURs. With NRTRDE, the visited network is requiredto forward CDRs to the customer’s home operator within four hours of the call end time. If thevisited operator is unable to get this information to the home operator in time, the visited operatoris held liable for any fraud associated with those calls.Eugene said the benefits of implementing NRTRDE are enormous. “Not only does NRTRDEreduce the potential revenue lost to roaming fraud and increase an operator’s profitability, it also offersa secure environment for subscribers and gives confidence to operators that their networks arecombating fraud more effectively,” he said. “Ultimately, it will increase profitability through a newproactive, robust response to organized crime.”Cont. on page 10of the NRTRDE InterworkingGroup, which seeksto ensure interoperabilityamong NRTRDE vendors.Christer also is theofficial author and editorof many GSMA permanentreference documents,including TD.35 (NRTRDEFormat Specification)and BA.08 (Timescales forData Transfer) – both keyNRTDRE documents. Herecently was recognizedby the GSMA’s ExecutiveManagement CommitteeChairman Stein Hansen andCTO Alex Sinclair as a keycontributor to the organization’sNRTRDE initiative.“It has been an honorto have been part of theGSMA’s NRTRDE initiativesince the beginning of theproject in 2006,” he said.“The collaboration that’soccurring among industryexperts in fraud management,roaming and technologyis very rewarding, andI think the roaming fraudsolutions that result fromthe GSMA’s work will makea significant difference tothe future of operators whochoose to fully implementthe new standards.”

8C U S T O M E R C O N N E C T I O NE X E C U T I V E C O R N E RSyniverse platform allows SingTel Mobile to offerrevenue-generating video surveillance serviceAs the leading mobileoperator in Singapore,SingTel Mobile has a reputationof providing its almosttwo million subscribers withsome of the world’s mostadvanced services. One ofthose services is LIVECam,a real-time video monitoringservice that allows subscribersto view what is happening intheir homes via a simple videocall, a service that aims toprovide a higher lifestyle valueto its 3G and fixed-line videocall customers.The technology thatmakes LIVECam possiblefor SingTel Mobile is theSyniverse Interactive VideoResponse System (IVDRS), amultimedia delivery applicationplatform that gives operators an opportunity to generate revenue by extending video-basedservices to their 3G subscribers. The video surveillance application that SingTel Mobile has deployedas LIVECam is one of several ready-made, easily customizable multimedia applications that are ableto reside on the IVDRS platform.“Syniverse has provided us with network and roaming solutions for more than 10 years withgreat success, so it was not a difficult decision to select its IVDRS platform and video surveillanceapplication as the foundation for our LIVECam offering,” said David Ng, Director of

9Consumer Products, SingTel. “The solution has the functional completeness we desired, and itclearly met all our requirements.”David said SingTel Mobile launched LIVECam for its residential segment in July 2006 and thattake-up of the service has been encouraging. “We expect even greater momentum in the market asmore of our Singapore subscribers realize the peace of mind that results by having a home surveillanceservice that’s available at an affordable price,” he said.LIVECam allows subscribers to connect up to three specially configured cameras in a single residentiallocation. The subscribers then have the ability to see what’s happening in their homes via alive feed, no matter where they might travel or work. In fact, the ability to view a home camera’s liveimages spans across 3G mobile phones, video phones and laptop computers. The customer also mayassign access rights to friends and family members who are subscribers of SingTel 3G Mobile, SingTelVideo Call and SingTel Video Call on Broadband.Raymond Cheung, Executive Vice President and CEO-Asia Pacific,Syniverse, said he is pleased that SingTel Mobile has had a good experiencethus far with IVDRS and its surveillance application.“Syniverse has providedus with network androaming solutions formore than 10 yearswith great success, so itwas not a difficultdecision to select itsIVDRS platform andvideo surveillanceapplication as thefoundation for ourLIVECam offering.”David NgDirector of ConsumerProducts, SingTel“Syniverse understands the many facets of service creation, deliveryand management challenges that operators face when they aretrying to garner subscriber interest through truly compelling multimediaservices,” Raymond said. “Through its open technology, seamlessintegration and extensive connectivity, IVDRS enables an operatorRaymond CheungExecutive VP, CEO-APto easily integrate with available technologies and deploy new applicationsall while lowering maintenance costs and opening additionalsales channels. The platform has been developed with the latest industry standards and technologiesto future-proof an operator’s investment.”SingTel Mobile, who won the Singapore Operator of the Year award at the Asian Mobile-News Awards 2007 for the third year running, reports that implementation of IVDRS and itssurveillance application went smoothly.“The LIVECam team from Syniverse was highly professional in executing the project and is committedin post-launch support,” David said. “We could not be more pleased with the outcome.” J

10NRTRDE Cont. from page 7Syniverse & World-Class Fraud ManagementSyniverse will be helping operators in Europe, North America, Asia Pacific, Latin America,Africa and the Middle East in their fight against roaming fraud via Syniverse DataNet, a robust solutionthat allows operators to achieve NRTRDE compliance ahead of the impending October 2008implementation deadline.“By leveraging our expertise in data clearing and fraud management, we have developed anadvanced fraud management solution that works on behalf of both the visited and home operator,Eugene BergenHenegouwenExecutive VP, EMEA“Not only doesNRTRDE reduce thepotential revenue lostto roaming fraud andincrease an operator’sprofitability, it alsooffers a secure environmentfor subscribersand gives confidenceto operators that theirnetworks are combatingfraud more effectively.”even in proprietary environments,” Eugene said. He explained that the infrastructure and supportSyniverse has in place gives the Syniverse DataNet solution a head start on NRTRDE compliancebecause many of the same processes and principles apply.Saudi Telecom Company (STC) is one mobile telecommunications company that decided tomove ahead and begin the process of becoming NRTRDE-compliant as soon as possible.Mohamed Al-Ageel, General Manager, Information Technology, STC, Aljawal, said his companywanted to be the leader in the Middle East and North Africa when it came to implementing NRTRDEand decided to choose the Syniverse DataNet solution in part because of Syniverse’s track record.“We chose to work with Syniverse on this vital project because it had the necessary roamingsystems experience coupled with a roaming fraud solution developed in anticipation of theNRTRDE standards,” he said. “We knew the Syniverse solution would become the new benchmarkfor anti-fraud excellence.”Eugene Bergen Henegouwen of Syniverse also said operators can take comfort in knowing thatSyniverse DataNet ensures they will be NRTRDE compliant because of Syniverse’s leadership role indeveloping the new GSMA standard. (For more about Syniverse and the GSMA, see page 6.)“It’s definitely not too early to get NRTRDE in place. Both Syniverse and the GSMA areencouraging operators to implement the new standard as quickly as possible because as more andCont. on page 11S Y N I V E R S E D A T A N E T B E N E F I T S• Ensures full compliance with GSMA standards• Enables operators to identify fraud faster andreduce fraud losses through near real time deliveryof roaming records• Simplifies collections of data and management ofmandatory reports from one central point, eliminatingthe need to collect roaming records and reportsfrom 700+ operators• Eases administrative work by providing analyticalreporting tools• Grants flexibility in data output (e.g., raw, xml, cvs)and input formats (e.g., HUR, FMS)• Ensures accurate and timely delivery of roaming dataand mandatory reports using various data transportmechanisms• Delivers value-added services to bring maximum benefitsout of near real time data• Manages ongoing HUR process for non NRTRDEenabledoperators• Provides unique service level agreement• Leverages Syniverse’s expertise in data clearing andfraud management, allowing for smoother and fasterimplementation as well as the reliability of a proventechnology platform• Provides global support and 24/7 network operationscenter

11C U S T O M E R S E R V I C EOnline ticketing is a ‘breeze’ with GEMSThe number one motivation behind the recentredesign of Syniverse’s online customerticketing tool? Customer convenience, explainedEileen RompsDirector, Customer SupportEileen Romps, directorCustomer Support,Syniverse.“We wanted to finda way for customers tocreate and monitor theirown service requestsand trouble tickets fromtheir own computers and at their own convenience,”Eileen said. “While customers are stillable to call us and send us emails, this new systemprovides all the information they need instantenouslyvia a few simple clicks on their keyboards.”The new online customer ticketing toolwas launched in February and got its new nameGlobal Enterprise Management System, orGEMS – in September. GEMS allows customersto submit, update, view status, close and printtheir service requests or tickets without delay. AllNRTRDE Cont. from page 10more operators achieve compliance, fraudsters may deliberately target networks without NRTRDE,increasing the possibility of a dramatic rise in roaming fraud for those not yet compliant,” he said.“Our goal at Syniverse is simple: Make it easy for GSM operators around the world to quicklyand seamlessly implement our world-class fraud management solution. Our advanced NRTRDEdevelopment expertise, extensive experience in fraud management and commitment to provide theindustry’s best customer service make it possible for operators to realize the benefits of next generationfraud management today.” Jit takes is an online connection to Syniverse’s onlineportal Crossroads SM .Customer reaction to GEMS has been overwhelminglypositive. One user called the newsystem “very user friendly.” Another reported that“opening a trouble ticket is a breeze with the newsystem” and that he appreciates the ability to goonline and update the ticket himself.Eileen said that she hopes more people willstart to take advantage of the new online system.“Our number one priority at Syniverse is toprovide the industry’s best customer service,”Eileen said. “We think GEMS is an excellent exampleof what we are doing to put our customers’needs first and foremost, and improve our customers’overall experience with Syniverse.”To get started using the new ticketing system,just log on to Crossroads and select GEMSfrom the list on the left side of the screen. If youdon’t have authorization to access GEMS, youcan contact your Crossroads administrator togain access. JCoheur Cont. from page 3operators around theworld. Montreal, Seattle,Hong Kong, Singapore,Taipei, London, Madrid,Paris, Moscow and Nadiin Fiji are just a few of thecities I’ve visited recentlyto meet with customers,work with the GSMA’sFraud Forum or speakabout NRTRDE.Synergy: How do you believeSyniverse is perceivedby European operators?Daniel: Syniverse is one ofthe most recent entrantsinto the market in ourindustry but has gainedtraction quickly by offeringoutstanding products andcustomer service. Mucheffort has been made to bethe best, and I think we arethought of as a professionaland flexible companythat truly cares for itscustomers and offers greatsolutions.Synergy: What makes itspecial to be a member ofthe Syniverse team?Daniel: I am a passionateperson about life andwork, so I am pleased mySyniverse colleagues arethe same when it comesto their jobs. It’s a greatatmosphere to work withpeople who have real expertiseand are truly dedicatedto their work andcompany. And they knowhow to have fun, too. I amproud to be a member ofour team.Synergy: What is yourfavorite part of your job?Daniel: Solving problemsfor our customers, ofcourse!

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 SSee you at the followingevents . . .Solutions 2007October 15-17Palm Harbor, Florida, U.S.A.CTIA Wireless I.T. &Entertainment 2007October 22-25San Francisco, California, U.S.A.CorporateHeadquarters8125 Highwoods Palm WayTampa, FL, USA 33647-1776+1 813.637.5000Mobile BroadbandAmericasNovember 14-15Miami, Florida, U.S.A.CDG IRTNovember 27-29Montego Bay, JamaicaRING #73December 4-6Prague, Czech RepublicCALAHeadquartersThames 91/97Unidad Funcional 431609, BoulognePartido de San IsidroProvincia de Buenos Aires,Argentina+54 11 4765 8687EMEAHeadquartersRegus Zen BuildingNewtonlaan 115Utrecht, 3584 BHThe Netherlands+31 30 210 6511Asia PacificHeadquarters27/F, 248 Queen’s Road EastWanchaiHong Kong, China+852 2893 3776www.syniverse.com© 2007 Syniverse Technologies, Inc. All rights reserved. Syniverse, the Syniverse logo and Crossroads are service marks andACCESS S&E is a trademark of Syniverse Technologies, Inc. Contact editor: synergy@syniverse.com.