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Elevating CX with WhatsApp – Must Try Features for Success

With over 3 billion monthly active users globally, WhatsApp isn’t just a messaging app—it’s the most dominant communication channel worldwide, including in India. As consumer habits evolve, WhatsApp is rapidly transforming into a powerful business communication tool. However, simply sending messages isn’t enough. To truly stand out, businesses must create impactful, seamless experiences on WhatsApp—experiences that are quick, personalized, and engaging.

Must-Try WhatsApp Business Features
1. Quick Replies

Save commonly used responses and reply instantly to frequent queries.

Use Case: A travel agency quickly shares package details or refund policies using saved responses.

2. Labels

Organize chats by categories like “New Lead,” “Payment Pending,” or “Repeat Buyer.”

Use Case: A retail store tracks customer stages and prioritizes follow-ups accordingly.

3. Automated Greetings and Away Messages

Make customers feel acknowledged, even during off-hours.

Use Case: An e-commerce store greets first-time shoppers and informs them of response times when agents are offline.

4. Interactive Buttons

Enable users to take direct actions like “Track Order,” “Book Now,” or “Speak to Agent.”

Use Case: A salon lets customers instantly book appointments through chat.

5. Product Catalogs

Showcase your products directly within WhatsApp.

Use Case: A clothing brand allows shoppers to browse collections and place orders without leaving the app.

6. Payments Integration

Facilitate seamless in-chat payments where supported.

Use Case: A food delivery service lets customers order and pay—all within the conversation.

7. Multi-Agent Support (via WhatsApp API)

Assign multiple agents to handle chats simultaneously, improving scalability.

Use Case: A large bank offers customer support in multiple regions without delay.

8. Click-to-Chat Links & QR Codes

Make it easy for users to start a conversation.

Use Case: A cafe places QR codes on tables for instant feedback or ordering.

9. Broadcast Lists vs. Groups

Send personalized messages to multiple users without creating group chats.

Use Case: A fitness coach sends class updates to clients while maintaining privacy.

10. End-to-End Encryption

Build trust by ensuring secure, private conversations.

Driving Better Customer Experiences

Using these features, businesses can reduce wait times, personalize conversations, and drive real-time commerce—all leading to higher engagement and conversions.

Best Practices for WhatsApp CX
  • Keep tone friendly and human.
  • Don’t over-automate—combine bots with real agents.
  • Always get opt-ins and respect privacy.
  • Monitor performance to optimize replies and timing.
Conclusion

WhatsApp is more than just a chat app—it’s a full-fledged CX powerhouse. With the right feature mix, businesses can delight customers, foster loyalty, and drive revenue. Our CPaaS+ solution helps you unlock the full potential of WhatsApp for scale, security, and smarter customer journeys. Ready to transform your customer experience? Let’s connect.

Revolutionizing Customer Interactions Through RCS

In today’s mobile-first world, the way consumers shop is evolving rapidly. Welcome to the era of conversational commerce—where messaging apps become digital storefronts and customer interactions drive purchasing decisions. From WhatsApp to Facebook Messenger, consumers are embracing chat-based experiences. As this shift gains momentum, RCS Business Messaging traffic is projected to grow by 50% in 2025, signaling a powerful shift in how brands communicate and convert. Consumers no longer want transactional exchanges—they expect real-time, interactive, and personalized conversations.

This demand has given rise to Rich Communication Services (RCS), the next evolution of SMS. RCS empowers businesses to offer engaging and intelligent conversations directly within the messaging app—no downloads required.

RCS: The Heart of Conversational Commerce

RCS enables customers to browse products, receive personalized recommendations, complete secure transactions, and even connect with live support—all within a single message thread. With rich media, carousels, smart reply buttons, and integrated CTAs, RCS transforms messaging into an immersive, app-like experience.

For businesses, that means higher engagement, better customer satisfaction, and more conversions—all through a channel users already trust.

Business Benefits of RCS
  • Higher open and conversion rates: Rich, visual messages capture more attention than basic SMS.
  • Verified sender identity: Build credibility with branded sender IDs and verified business profiles.
  • Frictionless engagement: Let users add to cart, book appointments, or check order status right from the message.
Real-World Use Cases
  • Retail promotions and flash sales
  • Appointment bookings and reminders
  • Order tracking with real-time updates
  • Cart abandonment recovery
  • Interactive FAQs and product demos
Why It Matters Now

Consumers expect fast, intuitive, and smart communication. SMS alone can’t meet these expectations anymore. RCS is stepping in to fill the gap, helping brands make messaging more meaningful. With CPaaS integration and operator support growing globally, now is the time to embrace this next-gen messaging solution.

Transform Your Marketing with RCS

We can help you transform your customer engagement strategy with our RCS solutions. From personalized campaigns to smart automation, our tools enable businesses to deliver seamless, high-converting customer journeys—right inside the message box. Ready to turn conversations into conversions? Let’s start the journey.

The Critical Role of DLT in Combating SMS Fraud

SMS remains a vital channel for Application-to-Person (A2P) communication, supporting critical functions like OTPs, banking alerts, and promotional messaging. However, the integrity of A2P messaging is increasingly compromised by fraudulent activities. In 2023 alone, between 19.8 billion and 35.7 billion fraudulent messages were sent, accounting for 4.8% of global messaging traffic, leading to significant financial losses for businesses and operators.

What is Distributed Ledger Technology (DLT)?

Distributed Ledger Technology (DLT), commonly associated with blockchain, is a decentralized database where data is recorded across multiple nodes. Each transaction is time-stamped, immutable, and cryptographically secured, ensuring data integrity and transparency. This decentralized nature makes DLT ideal for maintaining verifiable records, especially in sectors prone to data manipulation.

Why DLT in Telecom?

In the telecom sector, DLT offers a robust solution to verify sender identities, register and validate message templates, and provide traceability for every message. By creating a trusted ecosystem, DLT minimizes the chances of malicious activities, ensuring that only pre-approved entities and content can interact with end-users.

How DLT Secures SMS Networks
  • Sender Registration: Enterprises must register on the DLT platform, ensuring only verified entities can send messages.
  • Template Approval: Each message template undergoes an approval process, eliminating spam or misleading messages.
  • Consent Management: Customers’ consent for receiving messages is recorded and auditable, giving control to the recipients.
  • Real-Time Tracking: Every message can be traced back to its origin, with an immutable audit trail deterring spoofing and unauthorized routes.
Limitations of DLT

While DLT enhances security, it isn’t a comprehensive solution. It doesn’t address phishing via malicious links, AI-generated scam messages, or cross-border frauds. Moreover, its effectiveness depends on full ecosystem compliance; without universal adoption, its benefits can be limited.

The Future of DLT in Telecom Security

For DLT to reach its full potential, integration with advanced threat intelligence systems and AI-powered anomaly detection is essential. Global collaboration among operators, regulators, and enterprises can extend DLT’s scope beyond SMS to other communication platforms, ensuring secure and trusted digital communication.

Building Trust and Experiences with RCS

Rich Communication Services (RCS) is revolutionizing the way brands engage with customers—merging the reliability of SMS with the interactivity of modern messaging apps. The latest update, GSMA’s RCS Universal Profile 3.0, strengthens this evolution with a focus on security, scalability, and seamless experiences.

At its core, this upgrade enhances end-to-end encryption (E2EE), protecting messages, media, and user content from unauthorized access. It also introduces advanced chatbot features, such as deep links, clipboard actions, and subscription management, ensuring smarter and more flexible conversations between brands and users.

With 1.1 billion active users globally in 2024, up from 930 million in 2023, RCS is gaining rapid traction as a future-ready and scalable interactive messaging channel for businesses across sectors.

Key Features That Make RCS a Game-Changer:
  • End-to-End Encryption (E2EE): RCS ensures complete message privacy by encrypting all messages, files, and user content, offering businesses and customers peace of mind against data breaches.
  • Smarter Chatbot Interactions: With the addition of deep links, clipboard actions, and subscription controls, RCS chatbots can now provide more meaningful and personalized conversations that drive better engagement.
  • Spam Protection & Enhanced Security: Improved spam detection and filtering mechanisms help reduce fraudulent messages, protecting users and preserving the integrity of business communications.
  • User-Centric Design: The latest update offers a simplified, intuitive interface while giving users more control over their privacy settings, creating a more transparent and secure experience.
  • Cross-Platform Interoperability: RCS Universal Profile 3.0 ensures that messages are consistently delivered and experienced across various devices, networks, and regions—eliminating fragmentation.
  • Web View Integration: Businesses can now embed web content directly into RCS messages, allowing customers to view and interact with web pages within the app—offering smoother journeys without switching contexts.
  • Google Wallet Integration: Through RCS Business Messaging, users can seamlessly receive and store boarding passes, event tickets, or loyalty cards directly in Google Wallet from within their messaging app.
  • Calendar Sync: Users can add events, appointments, or webinar reminders straight from RCS messages into their device’s native calendar, reducing friction and boosting attendance.
  • In-Message Payments (via Google Pay): RCS supports secure, in-chat transactions that enable users to complete purchases without redirection, resulting in higher conversion rates and seamless shopping experiences.
The future of messaging is here.

RCS is not just a channel—it’s a powerful customer experience tool. By offering secure, interactive, and rich messaging capabilities, it empowers businesses to build trust, drive engagement, and improve conversion rates like never before.

From financial services and travel to retail and healthcare, reshape your communication strategies with our secure and verified RCS solution—designed to deliver experiences your customers can trust.

Strengthening SMS Networks Against Modern Threats

Telecom networks today face an escalating threat from a growing underground model known as Fraud-as-a-Service (FaaS). It allows fraudsters to offer ready-made fraud kits, enabling scammers to exploit SMS networks for malicious purposes. The financial toll of these scams is staggering, with telecom operators, enterprises, and end-users all suffering the consequences.

The Rise of FaaS in SMS Fraud

Fraud-as-a-Service is fueling a global surge in SMS scams, hitting telecom operators with major financial and reputational damage.

FaaS and Its Impact on the SMS Network

FaaS works by enabling fraudsters to manipulate SMS traffic through various illicit methods, including:

  • Grey Routes & SMS Bypass Fraud: Fraudsters use unlicensed routes to bypass legitimate networks, leading to lost revenue for telecom operators and degraded service for customers.
  • SIM Farms: Criminals use large-scale SIM card farms to send out fraudulent messages in bulk, which are often used for scams or spam.
  • SMS Phishing (Smishing): Scammers use fraudulent SMS messages to trick users into sharing sensitive information, leading to identity theft or financial losses.
  • SMS Pumping Fraud: This technique involves tricking users into unknowingly sending premium-rate messages, adding charges to their phone bills.
  • Flash Calls vs. SMS OTP Fraud: Fraudsters use flash calls (calls that disconnect immediately) to verify accounts, bypassing SMS OTP (One-Time Password) authentication systems, leading to unauthorized access to accounts.
How Telecom Companies Are Fighting Back

To combat this growing threat, telecom companies are adopting advanced technologies and strategies:

  • AI-driven fraud detection: By analyzing SMS patterns in real-time, telecom companies can identify and block suspicious activity before it causes harm.
  • Next-gen firewalls & traffic filtering: Telecom companies can use firewalls and traffic filters to block grey routes and prevent unauthorized access to their networks.
  • Regulatory compliance & stricter authentication: Telecom operators must adhere to regulatory guidelines and implement stronger authentication methods to ensure secure SMS exchanges.
  • Cross-industry collaboration: Telecom companies must work together with other industry players against FaaS networks, sharing intelligence and tools to combat telecom frauds.

Fraud-as-a-Service is a growing threat to telecom networks, operators, and consumers. According to the Mobile Ecosystem Forum (MEF), 39% of consumers across ten surveyed countries encountered at least one SMS scam attempt in the past year. By understanding the mechanics of SMS scams and adopting next-gen AI-powered fraud management like Armour, telecom companies can protect their revenue, reputation, and customer trust.

Talk Their Talk: Personalizing Communication with CPaaS

When it comes to winning customer loyalty, one size definitely doesn’t fit all—especially when communicating across generations. This is where Communication Platform as a Service (CPaaS) helps brands bridge the gap, delivering personalized, seamless experiences whether you’re engaging with Gen Z, Millennials, Gen X, or Baby Boomers.

Understanding What Clicks with Each Generation

Let’s get to decoding how each generation engages with their favorite brand – and how CPaaS is making it all happen.

Gen Z (Born 1997–2012):
Instant gratification is key! They love texting, social media DMs (especially Instagram and Snapchat), and AI-powered chatbots. With nearly 75% of Gen Z showing interest in AI during their shopping journey in 2024, brands can win big by using CPaaS features like AI-driven chatbots and WhatsApp messaging for lightning-fast, personalized interactions.

Millennials (Born 1981–1996):
Flexible and tech-savvy, Millennials toggle between SMS, app-based messaging, social media, and email. CPaaS helps brands target them by integrating SMS promotions, loyalty program notifications via apps, and live chat support for that instant yet human touch.

Gen X (Born 1965–1980):
Think email, SMS, and voice calls – Gen X values professionalism and convenience. CPaaS platforms let businesses automate appointment reminders through SMS and offer quick query resolution over email or calls, striking the right balance between formal and fast.

Baby Boomers (Born 1946–1964):
Boomers still favor traditional communication methods like voice calls, email, and simple SMS. CPaaS solutions ensure businesses can offer click-to-call options, clear email updates, and personalized SMS reminders, keeping the experience warm, human, and easy to navigate.

With our next-gen solution – CPaaS+, engage with customers on their preferred channels, enhancing their experience and building loyalty through:

  • Omnichannel Integration: Switch between SMS, WhatsApp, voice, video, or email –  effortlessly matching the user’s preferred mode.
  • AI & Chatbots: Offer instant AI-based responses for younger generations, with seamless handoffs to human agents for older demographics.
  • Personalization & Data Insights: Use real-time analytics to send targeted campaigns, recommendations, and service updates tailored to each user.
  • Security & Compliance: No matter the generation, privacy matters. CPaaS ensures secure, compliant communication, vital for industries like finance and healthcare.

As brands in the evolving digital era, it’s crucial to switch tones, channels, and styles depending on your audience. With CPaaS+, create meaningful, future-ready connections across all age groups.

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!

 

Beyond Prevention: AI in Fraud Management

Telecom operators are constantly locked in a relentless battle against fraudsters. Imagine this: A network operator wakes up to discover thousands of fraudulent transactions overnight, resulting in millions in losses. This isn’t just a hypothetical scenario – it’s a growing reality. According to the Communications Fraud Control Association (CFCA), the telecom industry suffered an estimated $38.95 billion in fraud-related losses in 2023, a staggering 12% increase from previous years. Traditional fraud detection systems, which react after an attack, are no longer enough. The urgency to shift from reactive to proactive fraud management has never been greater.

The Shift to Proactive Fraud Management

For years, telecom and enterprise networks have relied on rule-based fraud detection methods. To stay ahead, networks must transition from merely responding to fraud incidents to actively preventing them before they occur.

AI/ML-Driven Fraud Detection and Real-Time Threat Mitigation

The integration of AI and Machine Learning (ML) is revolutionizing fraud management. Unlike traditional methods, AI-powered systems analyze vast amounts of data in real-time, identifying patterns that indicate fraudulent activities.

Key capabilities include:
  • Intelligent Traffic Monitoring: AI continuously scans network traffic to detect unusual patterns and block suspicious activities in real time.
  • Adaptive Threat Detection: ML models evolve with emerging fraud tactics, identifying new attack vectors before they cause damage.
  • Automated Risk Scoring: AI assigns risk scores to transactions, enabling instant decision-making and reducing false positives.
The Future of Fraud Prevention in Telecom Networks

As fraud tactics evolve, so too must prevention strategies. Future trends in telecom fraud management include:

  • Blockchain for Secure Transactions: Ensuring data integrity and reducing the risk of tampering.
  • Advanced Threat Intelligence Sharing: Collaboration between telecom operators to stay ahead of emerging threats.
  • Hyperautomation in Fraud Detection: AI and ML working in tandem to automate fraud detection and response at scale.
  • Network API: Provides real-time access to network intelligence, enabling instant fraud detection, automated security enforcement, and seamless authentication.

In today’s digital landscape, merely detecting fraud isn’t enough. Safeguard your network, reputation and end-consumer by leveraging AI, behavioral analytics and real-time monitoring with our next-gen fraud management solution, Armour. The shift from reactive to proactive fraud management is not just a necessity—it’s the future of secure telecom operations.

Get in touch with our expert to know more.

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