Rich Communication Services stories

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Samsung to end its Messages app in July 2026, steering users to Google Messages as the default SMS option on supported Android devices.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

Brands are ditching fragmented martech stacks for centralised platforms as AI, richer messaging and costs expose the limits of siloed channels.

AI is transforming loyalty from points to real-time, personalised journeys as super apps and agentic engagement engines rapidly take hold.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

Infobip logs 12.2 billion Cyber Week interactions as retailers drive a 277% Black Friday surge in rich messaging such as RCS and WhatsApp.

Smarsh partners with Google to archive encrypted RCS messages on Android, helping regulated firms ensure compliance with modern communication standards.

Twilio has launched global RCS messaging, enabling businesses to send branded, interactive messages, boosting engagement and trust across 20 countries.

Proximus Global has been named a Visionary in Gartner's 2025 Magic Quadrant for CPaaS, highlighting its unified approach and global telecom strengths.

Sinch launches Model Context Protocol to enable AI agents to handle compliant real-time messaging, voice, email, and verification across channels globally.

Sinch has named Angus Mansfield as Vice President of Channel Sales for APAC, aiming to expand partnerships and boost growth in the region's booming customer communications market.

AI personalisation boosts customer spend by 75%, yet only 15% of consumers fully trust brands with their personal data, says Twilio report.

Sinch is named a Tier 1 vendor in ROCCO's 2024 RCS Messaging Market Impact Report, praised by operators in 64 countries for technical strength and reliability.

Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.

8x8 enhances its Customer Experience platform with AI tools, RCS messaging, and digital wallet payments for improved, personalised user interactions.

Sinch is named a Leader in Omdia's CPaaS 2025 report, scoring highly in innovation and go-to-market strategy with strong global customer engagement.

Research from Twilio reveals that nearly half of mobile professionals have adopted Rich Communication Services, with 60% citing its positive impact on customer communications.