March 2025 | Globe Teleservice

RCS: Elevating SMS for Next-Gen Business Messaging

Rich Communication Services (RCS) is revolutionizing business messaging, enhancing traditional SMS with interactive and personalized experiences. As enterprises seek more engaging ways to connect with customers, RCS has emerged as a game-changer, offering rich media, real-time interactivity, and branded messaging. With the global RCS business messaging market projected to grow from $1.8 billion in 2024 to $8.7 billion in 2029, its adoption is accelerating, especially with Apple embracing RCS, enabling businesses to reach a broader audience worldwide.

RCS enhancing traditional SMS

RCS upgrades SMS by introducing a host of advanced features that significantly improve customer interactions. Some of the key enhancements include:

Rich Media Support – Unlike SMS, RCS allows businesses to send images, videos, and GIFs, making communication more engaging.
Read Receipts & Typing Indicators – Businesses can track engagement and respond in real time, making customer interactions more seamless.
Branding & Verified Messaging – RCS allows businesses to use official logos and brand colors, ensuring credibility and reducing fraud risks.
AI-Powered Chatbots – Automated customer service is now more interactive with AI-powered chatbots, improving response times and personalization.
Interactive Buttons – Customers can take instant action such as scheduling appointments, feedback or making purchases within the message itself.

RCS as the Ideal Solution for Communication

RCS is ideal for businesses looking to boost customer engagement through:

Promotions & Marketing Campaigns – Delivering visually rich promotions, discounts, and product launches.
Customer Support & Service – Enabling real-time, interactive, and AI-driven support.
Transactional Messages – Sending order confirmations, flight updates, and payment reminders with enhanced media.
Surveys & Feedback Collection – Encouraging customer participation through engaging formats.

Future Outlook: Will RCS Replace SMS?

While RCS offers advanced capabilities, SMS remains an essential tool for businesses due to its universal reach. RCS and SMS are expected to coexist, catering to different customer segments based on device compatibility and network support.

With its ability to personalize interactions, enhance branding, and streamline customer engagement, RCS is set to become a game-changer in enterprise messaging strategies. As adoption grows, businesses that leverage RCS will gain a competitive edge in delivering superior customer experiences.

Voice Frauds in Telecom: Safeguarding Revenue and Trust

Fraud in voice networks is not just about financial losses; it’s about brand reputation, customer loyalty, and long-term sustainability. When fraudsters manipulate networks to bypass costs, inflate charges, or deceive customers, businesses take the hit—not just in revenue but in credibility. According to the Communications Fraud Control Association (CFCA), global fraud losses in the telecom industry amount to a staggering $39.89 billion, nearly 2.22% of the total global revenue.

Types of AI-Powered Voice Frauds

Voice fraud is evolving rapidly, with AI playing a pivotal role in making scams more convincing. A survey found that 10% of internet users worldwide have encountered AI-generated voice scams, while another 15% know someone who has fallen victim to them.

Here are some common voice frauds:

Bypass Fraud: Fraudsters route calls through unauthorized networks to avoid paying legitimate termination fees, leading to revenue loss.
Arbitrage Fraud: Criminals exploit differences in call termination rates to generate artificial traffic and siphon profits.
Call Transfer Fraud: A fraudulent call gets transferred to a premium-rate number, racking up charges for the unsuspecting user or business.
CNAM Revenue Pumping: Fraudsters manipulate Caller ID Name (CNAM) services to generate revenue from fake calls, damaging a business’s credibility.

How Can Operators Safeguard Their Network

Fraudsters are constantly evolving their tactics, but operators can fight back with proactive strategies:

AI-Powered Fraud Detection: Integrating an advanced fraud management tool that detects, analyzes, and blocks suspicious activity in real time.
Machine Learning-Based Monitoring: AI-driven monitoring continuously learns from fraud patterns and adapts to new threats.
Network Security Audits: Regular audits can identify vulnerabilities and prevent fraud before it impacts revenue and trust.

Voice fraud isn’t just an operational challenge—it’s a direct attack on revenue and customer trust. As fraudsters become more sophisticated, stay ahead with our AI-powered fraud prevention solution that protect the network, ensuring that the first line of defense stays intact.

Customer First: Drive Satisfaction with AI-Powered CPaaS

At the core of any successful company is customer satisfaction. Yet, keeping customers happy in today’s demanding marketplace can be increasingly challenging. Customers expect quick responses, personalized services, and seamless experiences from brands. As per Forbes, over 70% of customers expect personalized service, making it crucial to adapt and enhance their customer engagement strategies.

This is where AI-powered CPaaS (Communication Platform as a Service) solutions come in. By leveraging artificial intelligence, businesses can create an intelligent, customer-first approach that ensures every interaction is meaningful, efficient, and satisfying.

Here’s how:

Feeling Heard & Valued

Customers appreciate brands that listen. AI-powered chatbots and sentiment analysis tools can help businesses acknowledge customer feedback in real-time. Whether it’s through automated responses or live agent assistance, ensuring customers feel heard fosters trust and loyalty.

Personalized Interactions

Generic responses no longer cut it. AI-driven CPaaS solutions enable hyper-personalization by analyzing customer preferences, past interactions, and behavioral data. This allows businesses to send tailored recommendations and messaging, making customers feel valued.

Omnichannel Communication

Today’s customers interact with brands through multiple touchpoints—SMS, WhatsApp, email, and social media. AI-powered CPaaS ensures seamless omnichannel communication, allowing businesses to engage customers on their preferred platforms.

Data Privacy & Security

AI-driven security measures such as fraud detection, encryption, and consent management ensure that customer data is protected, fostering confidence in the brand’s commitment to privacy.

Proactive Support & Updates

Gone are the days of reactive customer support. CPaaS is enabling businesses to send automated updates, alerts, and reminders, ensuring customers stay informed, reducing frustration caused by unexpected issues.

Customer happiness isn’t just about delivering a product or service—it’s about creating seamless, personalized, and proactive experiences. By adopting our AI-powered CPaaS solution, stay ahead in the customer experience game, ensuring satisfaction, loyalty, and long-term success. Investing in the right technology today, means happier customers tomorrow!