Western Union 2009 Annual Report Download - page 19

To complement the convenience offered by our network’s global physical locations, in certain countries
we have also made our services available through other channels, as described below under “Services.”
Over 85% of our consumer-to-consumer transactions involve at least one non-United States location. No
individual country outside the United States accounted for more than approximately 6%, 7% and 7% of our
consolidated revenue for the years ended December 31, 2009, 2008 and 2007, respectively. Certain of our
agents facilitate a large number of transactions; however, no individual agent accounted for greater than 10%
of the segment’s revenue during these periods.
Services
We offer money transfer services worldwide. In 2009, over 95% of our consumer-to-consumer
transactions were cash money transfers involving our walk-in agent locations around the world. Although
demand for in-person, cash money transfers has historically been the strongest, we offer a number of options
for sending and receiving funds that provide consumer convenience and choice to meet the needs of
consumers. The different ways consumers can send or receive money include the following:
Walk-in money transfer service. The majority of our remittances constitute transactions in which cash is
collected by the agent and payment (usually cash) is available for pick-up at another agent location in the
designated receive location, usually within minutes. In some United States outbound corridors and in select
international corridors, we provide a “Direct to Bank” service, enabling a consumer to send a transaction from
an agent location directly to a bank account in another country. We also provide a “Cash to Card” service that
provides consumers an option to direct funds to a Western Union branded Visa stored-value card in the United
States, with the option to have the card delivered overnight to consumers’ homes.
Our “Next Day” delivery option is a money transfer that is available for payment the morning after the
money transfer is sent. This option is available in certain markets for domestic service within the
United States, and in select United States outbound and international corridors. The Next Day delivery service
gives our consumers a lower-priced option for money transfers that do not need to be received within minutes,
while still offering the convenience, reliability and ease-of-use that our consumers expect.
Online money transfer service. Our websites allow consumers to send funds on-line, using a credit or debit
card, for payment at most Western Union branded agent locations around the world. As of December 31, 2009,
we are now providing send service in 18 countries, allowing consumers in these countries to send money
throughout the world.
Telephone money transfer service. Our Telephone Money Transfer service allows Western Union
consumers to send funds by telephone without visiting an agent location. Consumers call a toll-free number in
the United States, Canada, Ireland or the United Kingdom and use a debit card or credit card to initiate a
transaction. The money transfer is then available for pay-out at an agent location.
Account to cash. This service allows consumers to debit their bank accounts and send the money through
Western Union for pay-out at an agent location. We have 12 banks offering this service, primarily through
their online portals, which allows consumers to send funds from their bank accounts.
Mobile money transfer service. Our mobile money transfer service pilot provides consumers in a number of
select countries with the ability to transfer money to a mobile phone. As of December 31, 2009, there were
approximately 10,000 Western Union agent locations enabled with the technology to transfer cash to a mobile phone.
Distribution and Marketing Channels
We offer our consumer-to-consumer service to millions of consumers around the world primarily through
our global network of third-party agents in almost every country and territory, with more than 85% of our
agent locations being located outside of the United States. Our agents facilitate the global distribution and
convenience associated with our Western Union and other brands, which in turn helps create demand for our
services and helps us to recruit and retain agents. Western Union agents include large networks such as post
offices, banks and retailers and other established organizations that provide other consumer products and
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