Rich Communication Services stories

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

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.

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

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.

Retail brands will send a record 3.9 billion messages in the 2025 shopping season, up 15%, as AI and richer digital channels boost customer engagement.

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

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.

RCS messaging in the UK has surged 65% in 2024, boosted by Apple iOS support and AI, as brands enhance customer engagement with richer, interactive chat tools.