In this guest post, Lilia Yeghiazaryan, CEO at Dexatel, explores the issue of fraud in telecoms, and discusses how each stakeholder, including end-users themselves, share responsibility for keeping customers and services safe.
Here’s a thought: despite all the innovation in customer communication, we’re still making the same security mistakes we did a decade ago. Businesses invest millions in engagement tools—SMS, WhatsApp, you name it—but neglect the basics of security. Passwords like “123456”? Still in use. Shared logins with zero precautions? More common than you’d think. The irony? While we’ve made leaps in communication technology, we’re still tripping over the same security hurdles, leaving the door wide open for fraudsters to waltz in. So, how do we fix it? It’s time to make security an essential part of the customer experience—not an afterthought.
User Responsibility: Where It All Begins
Security is not a box you tick at the end of the onboarding process. It needs to be front and center, starting with user education. Too often, users treat security measures like an optional extra, as if they’re deciding whether to add fries to their order. The truth is, if you’re managing any platform—whether for SMS or WhatsApp communications—you can’t afford to treat security as a side dish. It’s the main course.
Think of it this way: your users are the first line of defense. You can have all the fancy encryption and fraud detection in the world, but if your users are still sharing passwords like it’s 2005, you’re asking for trouble. We need to encourage businesses to take security seriously, not just as a compliance exercise but as part of their DNA. Teach your users that their actions—no matter how small—have consequences. That’s the only way to close the loop on security.
The Role of Carriers and Aggregators: They’re Doing Their Part
Carriers and aggregators play a massive role in securing our communications. They’re the ones ensuring that SMS and WhatsApp messages are encrypted and protected from tampering. And to their credit, they’re doing a pretty good job. But let’s be clear: their efforts are only half the battle.
Yes, these communication channels are secure—if you use them correctly. That’s a big if. Too many businesses treat security features as optional. They skip two-factor authentication or neglect basic API key management. The result? Accounts get compromised, customer data leaks, and trust goes out the window.
This isn’t just speculation. Data from 2008-2022 indicates that data breaches stem from poor password management and weak user practices. So, while carriers and CPaaS providers are doing their part, users still need to step up. You can’t just rely on your service provider to keep you safe—you’ve got to lock the door yourself.
How It Should Work vs. How It’ Often Does
In an ideal world, here’s how things would work: carriers and aggregators set the security guidelines. CPaaS providers follow these guidelines, building additional tools like rate limiting and IP blocklists. Business owners—who are, let’s face it, also users—engage with these tools, ensuring their accounts are locked down tighter than a drum.
The result? Secure accounts, protected communications, and zero drama.
But in reality, this happens far too often: businesses neglect the security features they’re offered. Passwords are weak, accounts are shared, and security tools sit unused. The result is sad: Compromised accounts, drained balances, and leaked data. All avoidable, all frustrating.
It’s like buying the best lock on the market but never bothering to close the door. And then wondering how someone got in.
Going Beyond Compliance: Innovate or Get Left Behind
The fact is, we need to think beyond compliance. Fraudsters are not hanging around waiting for us to catch up—they’re always a step ahead. Compliance with industry standards is great, but it’s the bare minimum. We need to innovate if we want to stay ahead of the curve.
CPaaS providers have a critical role to play here. Implementing features like rate limits, country blocklists, and real-time monitoring can make a huge difference in preventing fraud. But these tools are useless if businesses don’t activate them. It’s a two-way street: we can provide the tools, but users need to use them.
Businesses lose millions of dollars per data breach. And most of these breaches could have been prevented with basic security measures. So why aren’t more businesses taking advantage of these tools? Maybe it’s overconfidence. Maybe it’s laziness. Either way, it’s time to stop making excuses.
Security Doesn’t Have to Be a Hassle
Here’s a common misconception: security measures are a pain. They slow things down, complicate the user experience, and frustrate customers. But it doesn’t have to be that way.
If we make security intuitive and user-friendly, people will actually use it. That’s the goal, isn’t it? To make securing an account as easy as sending a text. We need to design security features that blend seamlessly into the user experience, so customers don’t even realize they’re taking extra steps to protect their data.
Imagine this: instead of just asking for a password, you introduce multi-layered security with facial recognition, a PIN, and a password. It’s quick, it’s simple, and it’s far more secure than relying on a single point of failure. The best part? It doesn’t feel like a burden to the user.
Cybersecurity Is a Shared Responsibility
Let’s be real, no service provider can guarantee 100% security on their own. It’s a partnership. CPaaS providers, carriers, and businesses all have a role to play. We can provide the best security tools on the market, but if users don’t engage with them, it’s all for nothing.
Cybersecurity is like a team sport. Everyone needs to be in sync for it to work. You’ve heard the saying, “Teamwork makes the dream work.” It’s a little cheesy, sure, but it’s true. In this case, the dream is a secure, fraud-free communication system. And teamwork is the only way we’re going to achieve that.
So, whether you’re running a business or just managing your personal communications, security is everyone’s responsibility. Stop treating it like an optional extra and start seeing it as the critical piece of customer experience that it is. Use the tools at your disposal. And please, stop using “123456” as your password.
