Latest news with #RichCommunicationServices
Business Wire
7 hours ago
- Business
- Business Wire
Infobip Named a Leader in 2025 Gartner ® Magic Quadrant™ for Communications Platform-as-a-Service for the Third Consecutive Year
BUSINESS WIRE)--Global communications platform Infobip has once again been named a Leader in the 2025 Gartner Magic Quadrant for Communications Platform-as-a-Service (CPaaS) 1. This year the company is placed furthest in Completeness of Vision. Infobip views this third consecutive recognition as acknowledging its status as a global CPaaS powerhouse. Magic Quadrant 2 reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables customers to get the most from market analysis in alignment with their unique business and technology needs. As a Leader, Infobip is recognized for both its Ability to Execute and its Completeness of Vision. Infobip powers conversations for some of the world's most innovative businesses including Microsoft, Uber, Meta, NEXT, Digitaleo, AXA Partners, and the MoneyGram Haas F1 Team. Its full-stack omnichannel platform spans voice, SMS, email, and Rich Communication Services (RCS), delivering advanced conversational capabilities and AI-enhanced experiences. Complementing this, Infobip's strategic partnerships with Deutsche Telekom AG, NVIDIA, Telefónica, and others highlight its commitment to driving innovation and building next-generation communication and AI infrastructures. Infobip is accelerating the future of CPaaS through bold innovation in AI and automation. Its AI Hub seamlessly integrates agentic AI, generative AI and advanced analytics to drive scalable customer engagement. At the same time, Infobip is driving global adoption of RCS Business Messaging and pioneering the expansion of the Network API ecosystem, reinforcing its leadership in emerging communication technologies. Silvio Kutić, CEO at Infobip, said: 'We're not just participating in the evolution of communications; we are defining it in co-creation with our customers and partners. We will continue setting the pace in transforming how global enterprises connect, engage, and grow. We believe that being recognized by Gartner as a Leader is a strong validation of our continuous innovation and strategic foresight.' Read a complimentary copy of the Gartner CPaaS Magic Quadrant 2025 report here: Gartner disclaimer Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. About Infobip Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey.
Business Wire
7 hours ago
- Business
- Business Wire
Infobip Named a Leader in 2025 Gartner® Magic Quadrant™ for Communications Platform-as-a-Service for the Third Consecutive Year
VODNJAN, Croatia--(BUSINESS WIRE)--Global communications platform Infobip has once again been named a Leader in the 2025 Gartner Magic Quadrant for Communications Platform-as-a-Service (CPaaS)1. This year the company is placed furthest in Completeness of Vision. Infobip views this third consecutive recognition as acknowledging its status as a global CPaaS powerhouse. Magic Quadrant2 reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables customers to get the most from market analysis in alignment with their unique business and technology needs. As a Leader, Infobip is recognized for both its Ability to Execute and its Completeness of Vision. Infobip powers conversations for some of the world's most innovative businesses including Microsoft, Uber, Meta, NEXT, Digitaleo, AXA Partners, and the MoneyGram Haas F1 Team. Its full-stack omnichannel platform spans voice, SMS, email, and Rich Communication Services (RCS), delivering advanced conversational capabilities and AI-enhanced experiences. Complementing this, Infobip's strategic partnerships with Deutsche Telekom AG, NVIDIA, Telefónica, and others highlight its commitment to driving innovation and building next-generation communication and AI infrastructures. Infobip is accelerating the future of CPaaS through bold innovation in AI and automation. Its AI Hub seamlessly integrates agentic AI, generative AI and advanced analytics to drive scalable customer engagement. At the same time, Infobip is driving global adoption of RCS Business Messaging and pioneering the expansion of the Network API ecosystem, reinforcing its leadership in emerging communication technologies. Silvio Kutić, CEO at Infobip, said: 'We're not just participating in the evolution of communications; we are defining it in co-creation with our customers and partners. We will continue setting the pace in transforming how global enterprises connect, engage, and grow. We believe that being recognized by Gartner as a Leader is a strong validation of our continuous innovation and strategic foresight.' Read a complimentary copy of the Gartner CPaaS Magic Quadrant 2025 report here: 1 Gartner, Magic Quadrant for Communications Platform as a Service by Lisa Unden-Farboud, Manoj Bhatia, Pankil Sheth, Ajit Patankar, 21 July 2025. 2 Gartner Magic Quadrant: Expand Gartner disclaimer Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. About Infobip Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey.
Business Wire
3 days ago
- Business
- Business Wire
Fresha Enhances Customer Engagement with RCS for Business Powered by Twilio and Google
LONDON--(BUSINESS WIRE)-- Twilio (NYSE: TWLO), the customer engagement platform that drives real-time, personalised experiences for today's leading brands, today announced that Fresha, a leading booking platform for the beauty and wellness industry, is building deeper customer trust and driving significant business growth by adopting Rich Communication Services (RCS) messaging, powered by Twilio and Google. Fresha, which facilitates over 700,000 appointments daily for its 130,000 partners in 120 countries, upgraded from traditional SMS to RCS to transform standard notifications into trusted, branded conversations. The move resulted in an immediate and measurable uplift across the customer journey, including a 41.3% read rate on appointment messages and a 7.1% increase in customer reviews. 'We're here to make life easier for salon owners, putting their needs front and center in everything we design,' said Jeremy Miller, Head of Product at Fresha. 'When messages come from a verified, recognisable Fresha brand, people engage more because they know it's genuine. That trust leads to stronger relationships and better outcomes.' Verified and Interactive Messaging Drives Measurable Business Impact Unlike traditional SMS, RCS offers a secure, high-impact channel for customer communication, featuring verified sender identities, rich media, and interactive buttons. For Fresha, this meant replacing plain text messages with dynamic, branded notifications for confirmations, reminders, and thank-yous. With Twilio's seamless API, Fresha deployed RCS with no code changes, achieving standout results compared to SMS: Higher Engagement: Appointment-related RCS messages achieved a 41.3% read rate. Increased Confirmations: A 6% increase in customers confirming their appointments. Post-Appointment Growth: The interactive prompts led to a 7.1% jump in customer reviews and a 5.3% increase in tipping, directly boosting partner revenue. Superior Deliverability: RCS messages reached a 99.2% delivery rate, ensuring critical communications were consistently received. 'RCS stands out because it's trustworthy,' said Stephen Brough, Global GTM Head - RCS for Business at Google. 'When customers clearly see who is messaging them, they engage more - they're more likely to respond, confirm appointments or share a review. Trust makes all the difference.' Building Seamless Omnichannel Experiences with Twilio Fresha, a Twilio customer since 2016, initially implemented SMS and gradually adopted additional channels such as WhatsApp, email, voice, chat, and RCS. The integration of Twilio Flex to centralise these channels was enabled by Twilio's strategic partner, Zing. With the help of Twilio's solutions, Fresha can now build and launch new features at pace, focusing on local customer preferences and staying trusted and compliant as they grow. Jeremy Miller, Head of Product at Fresha said: 'Twilio lets us launch in new countries with complete confidence that our messages will be delivered, protecting the customer experience no matter where we go.' Peter Bell, EMEA Vice President of Marketing at Twilio said: 'In today's digital age building customer trust has never been more important and yet we're all increasingly mistrusting of communication channels. In fact, according to Twilio's SOCER report 61% of consumers don't believe brands use their data in their best interest. By adopting RCS, they've transformed messaging into a secure, branded space their customers recognise and trust. With Twilio's technology, Fresha is building stronger relationships from the first booking to the final thank you and beyond.' About Twilio Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalised relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. For more information about Twilio (NYSE: TWLO), visit: About Fresha Fresha, one of the largest dedicated booking platforms for beauty and wellness, is trusted by over 130,000 businesses in 120 countries. To date, clients have booked over 1 billion appointments through the platform, which now sends more than 1.5 million messages every single day. With a mission to make self-care universally accessible, Fresha's growth is powered by delivering seamless, personalized experiences - before, during, and after every appointment. Achieving that at global scale is no simple feat, but it's central to Fresha's vision.
Time of India
12-07-2025
- Business
- Time of India
How will AI significantly enhance WhatsApp and RCS services to grow the volume in the next 1-2 years?
Ping! A WhatsApp notification lights up your phone. If it's a text, you might glance and move on, but an interactive carousel or video attachment? That's enough to draw you in, whether from a friend or a brand. With a whopping 84% of consumers now preferring rich, engaging formats over plain text, it has forced a shift in expectations and is driving an explosive growth in channels like WhatsApp and Rich Communication Services (RCS). In 2024, RCS adoption in omnichannel strategies skyrocketed by 500% globally, fueled by the iOS 18 release, while WhatsApp solidified its dominance with a 30% year-on-year increase in brands using it for conversational marketing. As businesses race to deliver seamless, human-like interactions, AI has come to the forefront to supercharge these channels with hyper-personalized, predictive conversations. India is a key player in this global trend and stands out as a leader in driving messaging innovation. India: A testbed for innovation With over 500 million users , India has emerged as a strategic market for WhatsApp, providing the scale and diversity needed to test and refine features like Payments in messaging, user-friendly WhatsApp Flows , and the simplified Business Calling API. These features are already making a real difference for local businesses across industries, enabling more seamless and interactive customer engagement through the channel the customer is familiar with. This widespread adoption is no coincidence as India's mobile-first, multilingual population creates an ideal environment for experimenting with AI-driven messaging solutions. As these use cases mature locally, they're not only enhancing customer experience but also setting a scalable model for regional and global markets. This ongoing innovation in the conversational commerce and messaging ecosystem is also charting a new growth trajectory for the telecom industry. The telecom opportunity: Redefining customer experience For mobile network operators or telcos, the pressure to evolve and modernize customer experience (CX) is no longer just a competitive advantage. It is essential for survival. As customers grow accustomed to seamless, app-like interactions from digital-native brands, traditional call centers and one-way SMS notifications are starting to feel outdated and annoying. To stay relevant, telcos must adopt and provide a richer, more interactive channels like WhatsApp and RCS, which enable branded conversations through carousels, quick replies, and verified sender IDs. Not just better customer engagement, these new features and channels open up powerful monetization opportunities for the entire ecosystem. Premium messaging services, like transactional alerts, onboarding journeys, and loyalty campaigns - all position telcos as strategic partners for brands. In markets like India, where WhatsApp Payments is experiencing growth, telecom operators can further drive value by enabling recharges, bill payments, and added services directly within the chat. Combined with AI, these features evolve into intelligent channels for communication that scale, personalize, and streamline customer conversations, boosting satisfaction, loyalty, and revenue for both brands and the telcos. How AI will supercharge whatsApp and RCS for telcos? For telcos, integrating AI into customer interactions powered by technology is changing the way brands connect with audiences and bring multi-fold benefits to both customers and brands. Hyper-personalized customer interactions Businesses are now using AI-powered NLP and machine learning to analyze user data and deliver personalized messages, offers, and recommendations. Brands are also using AI-powered WhatsApp and RCS carousel messages to boost customer engagement by promoting products and services specifically tailored to user interests. Predictive analytics even picks up the interaction from where the user left off and enables features like timely cart abandonment reminders and personalized offers, creating more human-like, engaging experiences. Building on this, advanced chatbots handle complex multilingual conversations, guiding users through support, purchases, or bookings. With 24/7 availability and sentiment analysis, they are able to manage extremely high volumes efficiently and quickly route sensitive issues to human agents when needed. This smart blend of automation and empathy builds trust and makes messaging the preferred channel for fast, reliable service. Automated campaign optimization Real-time communication optimization is a benefit that stands out with AI automatically adjusting message timing, format, and content based on user engagement, be it text, video, or interactive elements. RCS channels now enhance this with rich media features like carousels and suggested replies, driving higher click-through rates and request resolutions. AI-powered A/B testing further sharpens performance by quickly identifying the best-performing variations, enabling faster, smarter, and more efficient execution that meets modern customer expectations. Seamless cross-channel integration AI-powered tools now create and enable unified customer journeys by integrating channels like WhatsApp, RCS, email, social media with CRM and other enterprise systems. This way, conversational journeys flow naturally - what starts on RCS can easily continue on WhatsApp and be followed up via email, without losing context. It's a small shift with a big impact. These connected experiences are easy to follow for the customer and drive higher engagement and repeat interactions, ultimately increasing overall messaging volume. Enhanced security and trust Trust and security are key factors in customer experience, especially today. AI-driven systems are now able to identify and block spam or phishing attempts in real time, protecting both the brand and the customer. For example, verified RCS messages with recognizable logos and secure, trackable links further boost user confidence to use the service. The result is simple but powerful, i.e., when people trust the message, they're far more likely to interact with it. Conclusion: The AI-driven future of messaging AI has established itself as the next catalyst in transforming WhatsApp and RCS into powerful channels that go beyond just increasing message volume and user interactions. By enabling richer, hyper-personalized interactions, AI not only drives higher channel usage but also significantly improves the efficacy and ROI of these messaging channels for brands as well as telcos. It will further advance businesses' omnichannel strategies by delivering smarter, more integrated customer experiences. WhatsApp, with 3 billion global users, is already a key channel for brand-consumer engagement, and AI-driven personalization and automation will only accelerate this growth. At the same time, RCS is rapidly scaling, with research indicating an increase to 6 trillion messages in 2029, fueled further by Apple's support and AI's ability to deliver rich, interactive content. For industries like telcos, these channels offer a chance to redefine customer experience, strengthen omnichannel strategies, and unlock new revenue streams, particularly in markets like India.
Yahoo
09-07-2025
- Business
- Yahoo
KredosAi Launches RCS in Production to Hyper-personalize Customer Communications for UScellular, Delivering a New Standard in Customer Experience
BELLEVUE, Wash., July 09, 2025--(BUSINESS WIRE)--KredosAi, the leader in human-centric, AI-powered customer engagement, today announced the launch of Rich Communication Services (RCS) into full production to enhance contact strategies for past-due UScellular customers. The milestone marks a major leap forward in modernizing how enterprises engage with consumers and reinforces KredosAi's position at the forefront of innovation in customer experience and payment enablement. Building on the momentum from its enhanced RCS support debut at Mobile World Congress 2025, KredosAi now delivers hundreds of thousands of RCS messages daily across its client base through its AI-driven platform. This enables highly personalized and branded messaging experiences. RCS represents a major advancement over traditional SMS and is widely regarded as the gold standard in customer communication, offering rich media, read receipts, and enhanced engagement features that increase trust and customer satisfaction. By embedding RCS directly into its proprietary AI platform, KredosAi enables enterprises to connect with customers through intelligent, timely messaging that results in more customers taking desired payment action. With support for Apple's iOS 18 rollout of RCS and widespread Android compatibility, enterprises can now engage customers across all devices with a seamless, app-like experience, without requiring a separate app download. "Our launch of RCS into production for our service provider customers is a transformational step," said Balaji Sridharan, CEO of KredosAi. "This is about meeting customers where they are, with communications that feel personal, trustworthy, and native. Enterprises can now provide a premium experience that builds trust, improves outcomes, and reflects the strength of their brand." "At UScellular, we're committed to putting customers first by delivering meaningful innovation and exceptional value. That's why we're excited about the potential for RCS to transform our past-due communication strategies with hyper-personalized, timely interactions that meet customers' needs and create value for the business," said John Stevenson, Senior Director of Financial Services for UScellular. UScellular and KredosAi are revolutionizing past-due customer engagement by deploying RCS at scale for this essential use case. With its ability to elevate customer interactions, RCS fosters greater trust and transparency—leading to improved outcomes for both consumers and businesses alike. KredosAi currently serves global Tier 1 telecommunications providers, along with auto lenders and financial institutions. Following more than 2X growth in 2024, the company is poised to double again in 2025, fueled by investments in product innovation, global expansion, and strategic go-to-market execution. About KredosAi KredosAi combines human-centered AI and behavioral economics to provide enterprises the capability to deliver personalized, outcome-driven customer experiences to late paying customers. By preserving the relationship between companies and their customers, KredosAi helps prevent disconnections and increases retention rates using a proprietary AI model that learns from customer behavior and empowers customers to take action. Follow KredosAi on LinkedIn. About UScellular UScellular is the fourth-largest full-service wireless carrier in the United States, providing national network coverage and industry-leading innovations designed to help customers stay connected to the things that matter most. The Chicago-based carrier provides a strong, reliable network supported by the latest technology and offers a wide range of communication services that enhance consumers' lives, increase the competitiveness of local businesses and improve the efficiency of government operations. Through its After School Access Project, the company has donated more than $30 million in hotspots and service to help youth connect to reliable internet. To learn more about UScellular, visit one of its retail stores or To get the latest news, visit View source version on Contacts Media Contact Tracy PosadowskiHead of Marketing, KredosAi403-667-4594tracy@ Sign in to access your portfolio
