SMS, the happy accident of mobile technology that turns 17 this year, shows no sign of slowing down. In fact, maintains Pieter Streicher, managing director of BulkSMS.com, if anything SMS is going to accelerate its stellar trajectory thanks to increased business adoption.

Texting on a keyboard phone

Figures released recently by mobile maven Tomi Ahonen show that SMS is the most widely used data application on the planet, with 53% of the total world’s population and 78% of the world’s mobile phone users texting. Even in the USA, which was famously late to the SMS game, more than two-thirds of Americans send text messages. If you look at the number of users, SMS eclipses email by 2.6 times, despite email having been around for 39 years.

And all over the world, people increasingly prefer to send SMS messages than to make voice calls. Back in 2007, JD Powers reported the first ever decrease in number of voice calls had taken place in the UK while the number of text messages continued to grow. In 2009 Lightspeed Research reported that 11% of mobile phone users surveyed in the UK don’t initiate voice calls at all, but do send texts. In the US this number is 13%.

There is a range of reasons for this shift, and Streicher argues that one of them is that in this day and age of information overload, SMS is simply better suited to the way we want to communicate, and be communicated with.

Unlike with landlines in previous generations, we aren’t as compelled to answer a mobile phone and are happy to let a call go to voicemail, especially with call volumes increasing. But voicemail is problematic – we don’t always pick them up immediately, it’s not always convenient to take down phone numbers, and sometimes details get garbled. Indeed, the younger generation often switch off voicemail all together.

Compare this to SMS. It’s a simple matter to quickly skim text messages and it can be done very discreetly. All the details are there and can be used immediately or saved for future reference. A 160 Characters study showed that we respond to text messages in five minutes, while we take up to 24 hours to reply to email.

So it seems to make sense that if you are arranging a meet-up with a friend, you’ll text her, the message will get to her even if she is otherwise occupied, she’ll reply as soon as she is able to, and the message will get back to you whether or not you are available at the same time. SMS makes this type of asynchronous communication incredibly interactive and effective, even though it is not strictly taking place in real time.

Increasingly we are seeing this type of asynchronous communication being adopted by businesses. And it’s not only for marketing messages but for day-to-day business communications to customers. This is demonstrated by BulkSMS’s own traffic reports, which show an increase in single SMS messages from companies rather than bulk send-outs. If you need to reach a client, you could make multiple phone calls until you get hold of them, or you could send a single SMS, to be read as soon as the customer is able to.

More and more people are refusing to answer calls that come up as a “private number” because they have been the victims of too many unsolicited marketing calls. But if your company uses a least cost router that doesn’t display an outgoing number, your legitimate calls may also be ignored. Provided an SMS is sent with clear details in the message identifying the sender, and provided your company has a track record of using messaging responsibly, your message is unlikely to be ignored.

In addition, the stats quoted in this article show very clearly that Jane and Joe Soap prefer to communicate via SMS. So it’s madness to try to force them to communicate with your company in a different way to their choosing, especially if it’s a customer services issue.

And SMS isn’t just playing a role in customer-facing communication. The Mobile Data Association, quoted by Ahonen, reports that UK executives receive as many as 40 work-related text messages daily, and consider SMS to be their most valuable time management tool.

Business communication is going to lag consumer behaviour. But modern managers and businesses see the value and necessity of this type of communication – and this will further drive the already rapid growth of SMS.

Opera browser on smartphones

Opera’s State of the Mobile Web Report, published monthly, provides information on the top global trends affecting the mobile Web. The full report is available from http://www.opera.com/smw/ (English only). In addition to a full review of Opera Mini on the iPhone, the report highlights global statistics and reviews the mobile browsing trends in the Commonwealth of Independent States (CIS).

Global trends

• In April 2010, Opera Mini had more than 58.9 million users, a 6.6% increase from March 2010 and more than 152% compared to April 2009.
• Those 58.9 million people viewed more than 26.3 billion pages in April 2010. Since March, page views have gone up 1.6%. Since April 2009, page views have increased 203%.
• In April 2010, Opera Mini users generated over 398 million MB of data for operators worldwide. Since March, the data consumed went up by 0.6%. Data in Opera Mini is compressed by up to 90%. If this data were uncompressed, Opera Mini users would have viewed over 3.7 petabytes of data in April. Since April 2009, data traffic is up 164%.
• The top 10 countries for Opera Mini usage in April 2010 were: Russia, Indonesia, India, China, Ukraine, United States, South Africa, Nigeria, Vietnam and the United Kingdom. Due to Opera Mini on the iPhone launch, the United States leaped ahead of South Africa and Nigeria.

iPhone impact

• In Part 4 of this month’s report, we take a closer look at the impact of Opera Mini becoming available on the Apple iPhone.
• In April 2010, there were more than 2.6 million unique users of Opera Mini on the iPhone (from April 13-30).
• As predicted in last month’s report, the Apple iPhone is the #3 device used by Opera Mini users worldwide in the month of April 2010.
• Most likely due to the interest generated by Opera Mini’s new availability on the iPhone, the United States jumped from #8 to #6 in the top 10 countries list.
• The United States is ranked #1 in terms of Opera Mini users on the iPhone, and the iPhone is the #1 handset used by Opera Mini users in the United States, well ahead of BlackBerry (which previously occupied the top spot).
• The United Kingdom is ranked #4 in terms of Opera Mini users on the iPhone, and the iPhone is the 5th most popular handset used by Opera Mini users in the United Kingdom.
• Russia is ranked #7 in terms of Opera Mini users on the iPhone, but the iPhone is not one of the top 10 handsets in Russia according to Opera Mini usage.
• Countries outside of the top 10 where Opera Mini on the iPhone has become popular include: Japan, Germany, France, Canada, Netherlands, Italy and South Korea.

CIS trends

• In Part 3 of this month’s report we look at countries in the Commonwealth of Independent States (CIS). The top 11 countries using Opera Mini in that region are Russia, Ukraine, Belarus, Kazakhstan, Armenia, Uzbekistan, Kyrgyzstan, Moldova, Azerbaijan, Tajikistan and Turkmenistan.
• Some numbers: From April 2009 to April 2010, page views in the top 11 countries of the CIS increased by 84%, unique users increased by 63% and data transferred increased by 97%.
• Growth rates in the CIS: Turkmenistan and Kyrgyzstan lead the top 11 countries of the region in terms of page-view growth (508,484.1% and 663.9%, respectively). Turkmenistan and Kyrgyzstan also lead the top 11 countries of the region in growth of unique users (194,769.2% and 551.2%, respectively). Armenia leads the top 11 countries of the region in page views per user, with each user browsing 1085 pages on average each month.
• In the CIS, the big winners (as usual) are Vkontakte, Mail.Ru, odnoklassniki.ru, Yandex and Google.
• Opera Mini users in the CIS generally prefer Nokia handsets, followed by Sony Ericsson and Samsung.

What we say

“While many iconic smartphones are superb web-browsing tools, today it is possible to make nearly every phone capable of browsing the Web gracefully,” said Jon von Tetzchner, Co-founder, Opera Software. “Because the number of mobile-web users will eventually dwarf wireline users, making the Web works flawlessly only on a handful of mobile devices is to turn our collective backs on more than a billion new users. We believe access to the Web is a universal right, and as more companies embrace developing sites for the wide spectrum of mobile-web users, we will come closer to that goal than ever before.”

About Opera Software ASA

Opera Software ASA has redefined web browsing for PCs, mobile phones and other networked devices. Opera’s cross-platform web-browser technology is
renowned for its performance, standards compliance and small size, while giving users a faster, safer and more dynamic online experience. Opera Software is headquartered in Oslo, Norway, with offices around the world. The company is listed on the Oslo Stock Exchange under the ticker symbol OPERA. Learn more about Opera at http://www.opera.com/

Africa

In South Africa, Nokia Siemens Networks selected AIRCOM to provide 2G network optimisation consultation services. These services included both pre- and post-analysis drive testing, capacity planning, site verification and frequency planning. AIRCOM’s expertise was also used to assist in the planning of more than 4,500 cell sites across South Africa in a limited time duration, whilst maintaining the necessary quality levels.

Nokia Siemens Networks also turned to AIRCOM to assist in improving 2G mobile network quality in Nigeria. AIRCOM delivered a range of services to NSN, including drive testing consultancy and Line of Sight (LoS) transmission surveys to optimise network throughput and minimise dropped calls.

“There are now, on average, four mobile operators in each African country, so competition is fierce,” said Fahd Burki – Director EOT, Nokia Siemens Networks Nigeria. “African subscribers do not tolerate poor service quality. We therefore chose to work with AIRCOM to help drive network performance improvements and benefit from its vast knowledge of the African mobile market and competitive pricing tariffs.”

“Africa still has vast growth potential across its wireless communications market,” said Graham Kemp, Regional CEO, Africa, for AIRCOM. “African mobile operators are acutely aware of this and are focusing on driving the best possible service quality to their

customers. By optimising 2G voice and SMS delivery, African operators are laying the best possible foundations for future growth, minimising cost and reducing churn.”

About AIRCOM International

AIRCOM is an independent provider of network and data management tools and services. The company specialises in end-to-end network planning, sharing, outsourcing and OSS optimisation for IP and cellular networks.

Opera Mini

Opera Software ASA has again released its latest State of the Mobile Web report. The report provides information on the top global trends affecting the mobile Web. In addition to the top global trends and country snapshots, the report highlights trends in Africa and aggregate operator data for the top 10 countries.

On a global scale, Opera Mini usage in Nigeria continues to surge, pushing past Poland and taking the #9 spot.

The top 12 countries using Opera Mini in Africa are South Africa, Nigeria, Egypt, Kenya, Libya, Zambia, Tanzania, Cote d’Ivoire, Mozambique, Namibia, Ghana and Gabon.

From April 2008 to April 2009:

• Overall page-views in the top 12 countries listed increased 422%.
• Overall unique users in the top 12 countries listed increased 169%.
• Overall data transferred in the top 12 countries listed increased 348%.

Important milestones

• Since the last spotlight on Africa in September 2008, Nigeria jumped from #4 to #2 and Zambia jumped from #9 to #6. Mozambique, Namibia, Ghana and Gabon are new to the spotlight.
• Growth rates continue to soar in Africa–especially in Libya, with 4,155% user growth since April 2008, and in Nigeria, with 2,353% user growth since April 2008.
• Kenya leads the top 12 countries in page views, with each user browsing 372 pages on average each month.

Operator data trends

• Customers of U.S. operators view more data-intensive pages than subscribers in any other country. The average page viewed over U.S. operator networks is approximately 32 KB compressed or almost 320 KB uncompressed.
• Operators in the Ukraine were the big winners. Their customers view 582 pages per month, on average. Ukraine operators also sport the highest data transfer per user at more than 10 MB per month compressed. This is as much as 100 MB of mobile data per user uncompressed.

“Opera Mini has helped create and define the mobile Web experience for consumers around the world,” said Jon von Tetzchner, CEO, Opera. “Our relentless focus on delivering the best possible mobile Web experience helps drive adoption of mobile data plans. We believe that Opera Mini is the perfect win-win solution for both operators and consumers alike.”

About Opera Software ASA

Opera Software ASA has redefined Web browsing for PCs, mobile phones and other networked devices. Opera’s cross-platform Web browser technology is renowned for its performance, standards compliance and small size, while giving users a faster, safer and more dynamic online experience. Opera Software is headquartered in Oslo, Norway, with offices around the world. The company is listed on the Oslo Stock Exchange under the ticker symbol OPERA.

Venue: Johannesburg, South Africa

Date: September 9-10, 2009

Type of event: Conference

Description: The conference will address the need for Telecom operators to offer best practices in minimizing churn and developing effective loyalty strategies. Leveraging prepaid customer base as well as best segmentation strategies will be discussed and clarified on practical case studies.

Cost: Varies

Event homepage: http://www.jacobfleming.com/conferences/telecom/TelCRMAfrica

MTN South Africa

Network Name: MTN

Technology: GSM 900/1800/2100, HSPA, GPRS, EDGE, UMTS (3G), HSDPA, HSUPA

Network Status: Live June 1994

Subscribers: 17,428m (March 2009)

Ownership: MTN

Corporate Headquarters: MTN Innovation Centre, 14th Avenue Fairland, Gauteng 2195, South Africa

Telephone: +27-11-912-3000

Email: mtshal_b@mtn.co.za

Web Site: http://www.mtn.co.za

Network Name: Virgin Mobile

Technology: GSM, GPRS, EDGE, 3G

Network Status: Live June 2006

Subscribers: 495,000 (June 2008)

Ownership: Virgin Group and Cell C

Corporate Headquarters: 2nd Floor CitiGroup Building, 145 West Street Sandown, Sandton, Johannesburg, South Africa

Telephone: +27 (0) 11 676 5000

Email: CustomerCare@virginmobile.co.za

Web Site: http://www.virginmobile.co.za

Telecoms World Africa 2009

Event name: Telecoms World Africa 2009

Venue: Cape Town international Convention Centre – Cape Town, South Africa

Date: 31 August – 4 September 2009

Type of event: Conference

Description: Telecoms World Africa 2009 is the platform where operators, developers and investors meet, do business and build long-lasting business relationships. This is where opportunity, strategy, and innovation collide in 3 days of facilitated debate and knowledge sharing.

Cost: Varies

Event homepage: http://www.terrapinn.com/2009/telecomza/

Wireless Broadband World 2009

Event name: Wireless Broadband World Africa 2009

Venue: Cape Town International Convention Center , Cape Town, South Africa.

Date: 13-16 July, 2009

Type of event: Conference and Workshops

Description: Attracting Africa’s movers and shakers, this industry meeting place brings you the solutions that enable you to maximize revenues and profitably leverage emerging markets.

Cost: Varies

Event homepage: http://www.terrapinn.com/2009/wireza/

MTN

MTN is piloting a domestic money transfer service in South Africa using its MobileMoney system, as an added value to its customers.

Customers will be able to transfer and receive money from designated MTN outlets across South Africa in a pilot project to test market acceptance prior to a possible broader rollout during 2009.

“The development of this Money Transfer service is a joint venture between Standard Bank and MTN Banking, offering a safe and secure way for customers to send money home. The service will allow money to be sent directly to the recipient, removing the hassle and cost of locating a traditional ‘cash-out’ location such as a bank’s branch,” says Tim Lowry, MD of MTN SA.

“Convenience for our customers has been the motivating factor in developing this service, and we have identified the stores most frequented by our customers, for the implementation of this service. This has enabled MTN to provide the service in areas typically under-serviced by the banks.”

The person sending the money goes to a participating outlet with the cash and receives a code from the money transfer agent. He then sends the code via sms or a phone call to the recipient of this cash. The recipient then goes to his or her nearest participating outlet and produces the code in order to receive the allocated amount of money. This transaction is as simple as 1, 2, 3.

Carefully selected outlets such as the Kosi Bay Supatrade Spar, Langa Spar in Flagstaff, the Spargs outlets in Umtata, Ncogbo, Mount Frere and Idutywa, and Multisave Baragwaneth are included in this pilot. There are currently 14 outlets linked to the service, which is not restrictive to MTN customers.

MTN already has a significant non-urban footprint and its popular Community Payphone network could also provide a base from which to further enhance the reach for the Money Transfer customers.

“As with the success of the Community Payphone network, we see the Money Transfer service as possibly providing increased employment opportunities whilst ensuring that even the most rural community is able to gain access to basic financial services.

“Following technical testing of the base system for the past year, this pilot project is intended to assess the demand for such a service prior to a possible wider rollout in 2009

MTN is also actively seeking partners in the targeted distribution areas to come on board and assist in the rollout of this project, to ensure a broader accessibility to the service,” concludes Lowry.

Clickatell

Clickatell, leading provider of global mobile messaging, today announced its partnership with Santam, South Africa’s leading short-term insurer, to provide a text-based fraud reporting channel, as well as improved results from Clickatell-powered Santam call center using SMS text alerts for claims processing.

Jerry Chetty, Head of Forensic Services at Santam, says, “The main reason behind this innovative addition to Santam’s current fraud reporting services are the confidentiality attached to it, as well as instant accessibility to fraud reporting mechanisms. Cellphones are the fastest growing means of communication and will address these concerns.”

Taking advantage of SMS as a ubiquitous communications channel, Santam now enables people that are involved in, aware of or witnessing a scam to text fraud tip-off’s anytime from anywhere using mobile short code 31640; thereby reducing the probability of fraudulent or false claims being paid out. The text message infrastructure provided by Clickatell allows for immediate, discreet and assured delivery, increasing Santam’s ability to respond quickly and appropriately to reported incidents. All reports are treated confidentially unless the reporting party wishes to disclose their identity.

Chetty advises those reporting fraud tips to provide as much detail as possible and answer basic questions such as who, why, how, and when in order to provide the agents with as much information as possible. Chetty commented further, “We expect our text-based fraud tip line to become the de facto standard across the insurance industry. We expect it will be an efficient and reliable form of communications as the immediate nature of SMS is providing us with the ability to quickly act on fraud tips and maintain high levels of service. We anticipate that it will evolve from receiving text only messages to also be able to receive photos and video clips of unethical behavior as they occur.”

According to industry sources between 8% and 35% of car and household claims paid out annually to local policyholders are fraudulent, costing the insurance industry $15 billion per year. In the US, the insurance industry occupies such a central position in the domestic economy that the FBI’s Financial Crimes Section views fraudulent claims as an investigative priority. The Coalition Against Insurance Fraud estimates that the cost of fraud is as high as $80 billion each year.

“By providing this innovative text-based tip line, Santam continues its leadership as a customer centric organization that is leveraging the compelling mobile footprint in its market to reach more people, more often in a more relevant manner as they strive to reduce the high cost of insurance fraud and pave the way for closer customer relationships,” said Pieter de Villiers, CEO of Clickatell. “SMS has proven itself to be an efficient and reliable form of communications in the Financial Services sector and has received widespread adoption due to it’s immediate, real-time relevance characteristics and has therefore become a compelling mobile transaction and alert capability which has earned it the respect from heads of Marketing, IT and Operations in small and large Fortune 500 companies.”

In addition to fraud reduction services, Santam has been working with Clickatell to bolster its corporate call center to reach customers via SMS more effectively at a lower cost. In less than a year, Santam has seen 500% growth in the utilization of its proactive claims service attributable to its simplicity, low effort and cost, offering Santam’s customers true convenience and peace of mind.

“Interacting with customers through a live agent costs roughly $5 – $9 per call – clearly the cost savings through the use of SMS is tremendous. And, the results are even more effective and pleasing to us and the customer,” Fanus Coetzee, Santam’s Head of Insurance Services commented. “Organizations across all industries should take full advantage of these cost savings by implementing text-based services.”

For more information on Santam and its groundbreaking new fraud alert system, please visit their website at www.santam.co.za.

About Clickatell
Clickatell enables businesses, governments and communities to leverage the ubiquity of mobile messaging to inform, alert, notify, transact, interact and share information. Delivering mobile messaging solutions since 2000, Clickatell is a global leader in mobile communications specializing in bulk messaging services and SMS gateway connectivity to small, medium and large enterprises in a variety of vertical markets. Clickatell’s multi-modal capability and worldwide coverage gives organizations the power to deliver any message to any device anywhere in the world. Reaching more than 700 networks in more than 200 countries, Clickatell serves 8,300 customers including Barclays Bank, BBC, Continental Airlines, CNN, First National Bank, Metropolitan Life, Oracle, Shell, and other industry leaders. Clickatell products and services increase customer acquisition, improve loyalty and build trusted brands through direct, personal, easy, and immediate communications. A Sequoia-backed company, Clickatell is headquartered in Redwood City, CA, and has offices in South Africa and the UK. For more information, please visit:

http://www.clickatell.com/central/campaigns/redir.php?cid=29711