Western Union 2010 Annual Report Download - page 9

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%, 6% and 7% of our
consolidated revenue for the years ended December 31, 2010, 2009 and 2008, respectively. Certain of our agents
facilitate a large number of transactions; however, all individual agents accounted for less than 10% of the segment’s
revenue during these periods.
Services
We offer money transfer services worldwide. In 2010, 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 substantial 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 the United States, including some United States outbound
corridors, Canada and in other 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. We also provide a “Cash to Card”
service that provides consumers an option to direct funds to a Western Union branded stored-value card in the
United States, with the option to have the card delivered overnight to consumers’ homes. To facilitate offering our
services at retail locations that do not have dedicated service staff, we are in the early stages of the roll-out of
“goCASH
SM
” in the United States, a money transfer service that lets consumers purchase money transfers at pre-set
amounts in-lane, at a cash register, and then complete the transfer over the phone through a Western Union customer
service representative or through a website.
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, generally using a credit or
debit card, for pay-out at most Western Union branded agent locations around the world. As of December 31, 2010,
we are now providing on-line money transfer service in 20 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 a Western Union agent location.
Account based money transfer service. This service allows consumers to access Western Union services
electronically, directly from their bank’s internet, or ATM banking service. They can use their bank account to either
initiate, or in some cases, receive a Western Union money transfer electronically, without having to visit a physical
Western Union agent location. We have relationships with 40 banks that have agreed to offer this service, primarily
through their online banking portals.
Mobile money transfer service. Our mobile money transfer service provides consumers in a number of select
countries with the ability to transfer money to a mobile wallet or bank account. Consumers in selected countries can
also initiate transactions from their mobile phones and send money from mobile wallets or bank accounts. As of
December 31, 2010, there were over 80,000 Western Union agent locations enabled with the technology to transfer
money to a mobile phone.
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