"How to Choose an SMS Provider"

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"TynTec is a mobile messaging operator, offering enterprise-quality SMS services to mobile network operators, enterprises, internet companies and mobile services providers."
Source : TynTec

Resources Related to How to Choose an SMS Provider:

• Short Message Service (SMS) (Wikipedia)

How to Choose an SMS Provider

In a world where communication methods are changing at an ever-growing pace, SMS has proven a fast and reliable way to deliver information to anyone anywhere for fifteen years. In the last few year a raft of applications harnessing the strength of this simple yet powerful messaging protocol have proliferated. To accompany this growth, the range of SMS providers offering a range of commercial applications for this simple and ubiquitous messaging application, has also grown. Because of this, choosing an SMS provider has become an increasingly complex task due to the multitude of fiercely competing offerings, all claiming to be uniquely the best in the market.

In this guide, we aim to make this task more manageable by offering you a set of questions to ask yourself when choosing an SMS provider. After defining what types of SMS providers exist in the market, we will proceed to cover the most important factors that should be considered when selecting one, looking at factors such as coverage, quality of service, backup routes, customer service, among others.

Definition

An SMS service provider is a company which provides SMS messaging services, but is not in itself a mobile network operator (MNO). In terms of performance, cost and messaging services, SMS service providers belong to two different models: SS7 connectivity and aggregators.

An SS7 connectivity provider centres on strategic partnerships with mobile network operators, supplying the SMS service provider with direct access into the deep level mobile telecoms infrastructure. This solution allows SS7- based service providers the ability to route data through their own infrastructure, allowing SMS sending directly to and from recipients without having to go through the SMS-Centres of other operators. Consequently, SS7 connectivity provides reliability, speed and quality.

An aggregator sets up multiple agreements with operators to send and receive data into and out of their SMS-Centre, but don’t have any direct connection into the deep level mobile telecoms infrastructure (SS7). Aggregators can only guarantee the delivery of the message until it reaches the operator’s SMS-Centre - after which it is out of the service provider’s control. On the flipside, aggregators are often able to offer greater coverage, options for different pricing and quality levels and overall greater flexibility.

1. Does your potential SMS provider have good coverage?
   Network coverage is an important factor to be considered, since the provider might not be able to send messages to the network you are trying to reach. A list of supported mobile operators is usually provided on the website of the messaging provider or if not, can be acquired upon request.
   It should be noted however that SMS aggregators may be unable to guarantee that a message you send will definitely arrive at your destination operator, even if the network is on their coverage list. The reason for this is that an SMS message may be routed to other gateways not directly controlled by your SMS provider.
   This problem should not occur with SS7 connectivity providers, as they only include in their coverage list mobile operators they can directly reach without resorting to routing messages through third parties. However, the downside is that due to this stricter policy, messaging operators might suffer from limited network coverage when compared to standard providers.
   In addition, it should also be noted that problems with SMS routing might occur if the destination mobile number has been ported to a network which your messaging provider or operator cannot reach.
2. How high is the SMS provider's network quality?
   Some SMS providers offer very cheap prices per message, but they may be highly unreliable. The SMS may never reach the destination mobile, or may do so after a considerable delay. It is therefore prudent to always test the service offered to you by the SMS provider. Usually this can be done by setting up a test account which allows a limited number of free messages to check network and service quality.
   Standard SMS aggregators often offer several message routing options. SMS messages can be routed through more reliable but more expensive networks, or can alternatively opt for less reliable but cheaper networks. Since the higher quality routes offered by aggregators are often SS7 routes, and SS7 connectivity providers only use those routes, messaging operators offer universally high quality routes without the option of downgrading quality and reliability. Messaging operators are therefore, a more prudent choice for people who value reliability and quality over price.
3. Is the protocol / interface you intend to use supported by the SMS provider?
   Protocols / interfaces commonly supported by SMS providers for sending and receiving SMS messages include:
   • HTTP. That is the most commonly supported protocol for sending and receiving SMS messages. It is quite simple to use.
   • HTTPS (HTTP + SSL encryption). Data transmitted over HTTP is not secure and can be monitored over the Internet by other parties, since it is transmitted in clear text. If you do not want your data to be readable to others on the Internet, you should use HTTPS instead. With HTTPS, data is encrypted before bring transmitted over the Internet, thus protecting it from eavesdropping.
   • XML over HTTP / HTTPS. One or more SMS messages are put in an XML file and uploaded to the SMS provider's server. XML over HTTP / HTTPS is superior to HTTP / HTTPS for bulk SMS sending since it makes possible the submission of a large amount of SMS messages in a single HTTP request.
   • SMTP (email to SMS / SMS to email). Enables sending and receiving SMS messages in the form of email.
   • SMPP. The SMPP protocol is usually used by advanced users. It is a binary protocol for communicating with SMSCs (SMS centers) and SMS gateways. SMPP is suitable for sending and receiving huge amounts of messages.
     An SMS provider usually supports only some of those protocols / interfaces. It is important therefore to make sure that your SMS provider supports the interface you would like to use.
4. Does the SMS provider provide any option of testing their service?
   Needless to say, testing the service of the SMS provider before signing a contract is highly advisable. As previously mentioned, it is possible that your chosen SMS provider cannot send messages to, or receive messages from, your destination mobile operators so this must be tested. You should also test the SMS provider's network quality to ensure it matches your requirements and expectations.
   As mentioned earlier, many SMS providers offer a number of free messages for the explicit purpose of testing out their services. The number of messages offered might be fixed or flexible, but is generally enough to check the quality, reliability and network coverage of your chosen provider
5. Does the SMS provider have backup routes for your key destination networks?
   While common knowledge might suggest that one route to a destination network is enough and all else is just redundancy, this is not always true. Some problems might occur that can temporarily, or even permanently, make the primary routes unavailable. For example, these can be blocked by the destination operator, be overloaded due to very high traffic, or in case they are provided by third party providers in the aggregator model, become unavailable due to network outage. Therefore, it is paramount to ensure that your SMS provider is able to provide redundancy in the form of backup routes for primary destination networks.
6. Is receiving of SMS messages or 2-way SMS required by your SMS application?
   The simplest type of SMS messaging service is the 1-way, also known as mobile terminated (SMS-MT SMS sending). Any SMS provider offers this service. There are other services, for example mobile originated SMS (SMS-MO also called SMS receiving) which allow reception of SMS sent by mobile numbers within the network coverage of your SMS provider. The two can be combined to offer a 2-way messaging service which enables both sending and receiving of SMS messages. SMS-MO and 2-way messaging are technically more challenging and therefore not provided by all SMS providers. It is important to clarify what type of SMS messaging you will need for your application and make sure your chosen provider offers the services required.
7. Do you prefer short codes or long numbers to receive messages?
   In case your application demands the receiving of messages, you might also need a mobile number to which those messages can be sent. Many SMS providers are also able to offer you such numbers, but there are two different types – short codes and long numbers.
   Short codes (e.g. 60777) are special telephone numbers, significantly shorter than a full telephone number, which can also be used to address SMS from mobile phones or landlines. These can be from four to eight digits long, depending on the country regulations and are only usable within the country. They are also significantly easier to remember, due to their shorter size. Additionally, SMS sent to such numbers can be billed at premium rates.
   Since the same number can be shared among several companies or brands, messages sent to this number should always be prefixed with the correct word. For example, if you are a real estate agency and have a short code on which people can send queries about prices of property, the format for the SMS you defined might be the word PRICE followed by the property number. If the potential customer omits or misspells the word PRICE, their message will never be correctly routed to you.
   Long numbers (e.g. +44 7624 80055) are an alternative to short codes and can be used as an SMS and voice reception mechanism by businesses. While they are more difficult to remember, since the standard length of a long number is about eleven digits, they are internationally available and allow businesses to have their own number. Messages sent to long numbers are not billed at premium rates.
   The choice between long numbers and short codes is very much a decision to be made depending on the demands of your application. It is vital to make sure your chosen SMS provider can offer your preferred solution.
8. Can the SMS provider supply delivery receipts for all SMS messages?
   Delivery receipts (DLRs) are return messages designed to confirm the delivery of each message to the destination mobile number. There are practically two types of delivery receipts – sourced from the mobile network operator’s SMS-C and sourced directly from the mobile phone.
   In the case of the operator sourced DLR, the delivery receipt does not actually confirm the delivery of the message to the destination mobile phone, just to the destination mobile operator network. The disadvantage of this is there is no guarantee that this message has been delivered to the end recipient.
   In the case of mobile-sourced DLRs, it is the destination handset itself which acknowledges the delivery of the message. Such a delivery receipt provides an absolute guarantee that the SMS has reached its destination.
   Any delivery receipt is preferable to no delivery receipt whatsoever, since both provide at least some guarantee of the successful routing of the message. All delivery receipts are provided by your SMS provider, providing a degree of certainty that the SMS has reached its intended destination.
9. Do you need to know the reason for a failed delivery of the SMS message?
   While successful delivery of the message is always the intended goal delivery can potentially fail for reasons beyond the control of your SMS provider. In such cases, it can be very helpful to know the reasons for these failures and some SMS providers offer GSM return codes which give notification of the reason for the failure. Examples of these include the fact that a phone might be switched off, be out of network coverage or even have a full inbox.
   In any case, knowing the reasons for failed message delivery is important, so GSM return codes can be a useful tool.
10. How good is the platform throughput of your SMS provider?
    SMS has three main advantages as a communications medium – it is fast, ubiquitous and easy to use. But whether it is as fast as promised can depend on many things, one of which is the capacity of the platform of your SMS provider. Simply put, this means how many messages per second can the platform of your SMS provider handle without delays and traffic congestion. Anyone sending bulk SMS should ensure that the SMS-C being used is capable of handling the volume you desire. Similarly, time-sensitive messages such as one-time passwords, meeting alerts or emergency notifications, depend on the ability of the platform to handle the traffic fast and reliably.
    Make sure the throughput of the platform of your chosen SMS provider is up to your standards by comparing it to competing offerings and also if possible testing the service during peak times. Another way of doing this is to get a guarantee to the throughput of the platform via a service level agreement, explained in the next point.
11. How can an SMS provider guarantee quality of its service?
    Not every aspect of the performance of a platform can be tested within the limited amount of testing messages that an SMS provider will offer you. It is therefore important to demand a level of commitment to quality and performance from your chosen SMS provider, before signing a binding agreement. This is commonly done in the form of a legally binding service level agreement (SLA). The SLA provides a pre-agreed level of services, priorities, responsibilities, guarantees and warranties.
    If quality and reliability of your application is a concern to you, then it is important to ensure a level of commitment to all manners and aspects of overall performance from your chosen SMS provider. Having a service level agreement included in the contract with your SMS provider is an ideal way to get the needed commitment.
12. How good is the SMS provider's customer service?
    A good SMS provider should have a customer service team with a complete understanding of its system. The team members should be able to answer and tackle all sorts of questions and problems, be patient and thorough in answering inquiries and have fast response times. The quality of customer service is a reflection of the company's quality and the importance it places in this aspect. To find out if SMS provider’s customer service is up to your expectations a good way is to email a few questions to them while testing the service. Here are a few things to consider:
    • Do they have a 24/7/365 technical support?
    • Do they offer a hotline number to report any problems?
    • Do they have proper technical documentation that shows you how to connect to their platform?
    • Do they offer an online self-service customer area?
    Most SMS providers provide customer service by email. If you require customer support over the phone, make sure your provider has this option. You can test their responsiveness and helpfulness similarly to the email test by calling them up and asking a few questions while testing the service.
    

About TynTec

TynTec is a mobile messaging operator, offering enterprise quality SMS services to mobile network operators, enterprises, internet companies and mobile services providers. The company uses its unique technical infrastructure to deliver high quality, advanced mobile messaging services.

TynTec Leadership

TynTec’s USP is based on cutting-edge technology, SS7 connectivity and excellence in customer service. These principles guide TynTec to provide customers with the best experience in mobile messaging services:

SS7 connectivity

Through network partners like Manx Telecom, Digicel Jamaica, Ålands Mobiltelefon and CTM Macau, TynTec has direct access into the deep level telecoms network (SS7 connectivity). This means that TynTec can send SMS directly to recipients, retaining control and visibility from the time the message is sent to its delivery. TynTec’s deep level telecoms network access means that it retains control and visibility of the message from its own SMS-C right up to the recipient’s phone, also sending a receipt guaranteeing delivery.

Cutting edge technology

TynTec’s patent-pending SMS-C is a highly secure and reliable messaging platform, able to have full control over the handling of all messages sent or received, providing a 100% guarantee that all messages are delivered.