CoopVoce partners with BICS for global voice services & security
BICS has been selected by Italian mobile virtual network operator CoopVoce to manage and optimise its international voice traffic.
Under the new cooperation, BICS will function as the exclusive provider for CoopVoce's international voice services, offering managed voice solutions, real-time traffic monitoring, and anti-fraud technology to protect customers and streamline operations.
Operational improvements
CoopVoce, owned by Coop Italia, was the first MVNO to launch operations in Italy and became a full MVNO in 2019, allowing greater control over its mobile offerings. The operator, which has around 2.3 million customers, utilises infrastructure from established Italian networks to deliver its services.
According to Gabrielle Tubertini, Director of Investee Activities at Coop Italia and CoopVoce, the agreement allows the company to focus on customer experience and operational efficiency while maintaining control over service delivery. Tubertini stated:
"As an MVNO, it's crucial for us to maintain full control over the experience we offer our customers while operating efficiently. We chose BICS not only for the quality of its global voice network, but for its premium, managed approach. BICS gives us that one-stop shop for voice management, fraud protection, and service transparency – all on a global scale."
The deal enables CoopVoce to utilise BICS' managed service to oversee outbound international calls, streamline cost and quality management, and lessen operational complexity. BICS' FraudGuard solution provides real-time monitoring and defence against international voice fraud, a persistent risk in the telecommunications sector.
Role of BICS
Through this arrangement, CoopVoce also gains access to BICS' global network and intelligent routing capabilities, as well as its MyBICS web portal, which offers oversight and management of traffic data. This is designed to ensure transparency in international communications and responsiveness to customer needs without CoopVoce having to invest further in infrastructure.
The agreement follows CoopVoce's ongoing strategy to leverage flexible network models, focusing on improving customer service and ensuring efficient operations.
Jorn Vercamert, Chief Product Officer at Proximus Global and Managing Director of BICS, recognised the potential benefits of such partnerships for MVNOs. Vercamert said:
"MVNOs like CoopVoce are proving that you don't need to own infrastructure to deliver excellent service. It's a similar story with international voice; operators can avoid the complexity of managing global traffic, quality standards, and security, while still ensuring every call is cost-effective, secure, and high quality. Through this collaboration, CoopVoce can focus on strategic initiatives while maintaining confidence and visibility over its international voice services."
According to the companies, the comprehensive package provides a centralised solution for international traffic, monitoring, and fraud protection, aligning with CoopVoce's operational and customer service priorities.
Industry trends
CoopVoce's partnership with BICS comes as mobile virtual network operators place greater emphasis on streamlined operations and protecting their customers from fraud, particularly in high-risk areas such as international voice calls. The adoption of managed services and real-time monitoring is a response to shifting demands in the telecommunications sector, where both service quality and security are increasingly prioritised.
BICS, part of Proximus Global, serves operators worldwide with solutions including voice, messaging, roaming, data, and anti-fraud services. CoopVoce operates within the retail network of Coop Italia and reported a turnover of approximately EUR €157 million in the last financial year, up 3 per cent compared with the prior year. It remains the only Italian MVNO aligned with a major retail group, supporting more than 900 Coop points of sale across the country.
