RCS stories

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

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

Ecommpay has been shortlisted in three Retail Systems Awards, spotlighting its payments innovation and in-house fraud prevention tools.

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

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

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

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

Infobip named a growth and innovation leader in Frost & Sullivan's latest CPaaS report, praised for cross-channel AI-driven communications.

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.

Infobip forecasts that AI, ethical messaging, and new channels like RCS will transform UK customer experience by 2026, focusing on real-time personalisation and trust.

By 2026, CPaaS may surpass traditional contact centres as RCS adoption and AI drive automated, interactive customer engagement experiences.

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

European consumers show cautious optimism towards AI easing Black Friday shopping, with 44% positive but 40% concerned over data privacy and personalisation.