Since 2005, TeleSign has been at the forefront of innovation in the CPaaS arena. Today, it released another key component to its suite of authentication and communications APIs, Rich Communication Services (RCS) messaging. Vincent Oh, Director of Product Management for CPaaS at TeleSign, told me:
"CX is no longer just a bonus, it’s a core component of any brand’s overall strategy. Long hold times and waiting for a reply are some of the most prevalent downfalls of a CX-first strategy."
"With RCS features such as two-way messaging with chatbots, RCS allows CX-focused brands to more effectively and efficiently communicate with customers, while enriching the communication experience through branding, pictures, gifs, video, and more."
Customers Likely to Engage with Brands that Embrace RCS
He also shared his thoughts on RCS and UX, stating 'RCS increases customer conversion rates and engagement by providing a richer and more user-friendly experience,' citing an Open Market research report. The report found, 74 percent of consumers said they would be more likely to engage with brands over RCS as opposed to traditional SMS.
"While companies are familiar with sending engaging notes to their users from short-codes via SMS; in a post-SMS world, brands could send branded multimedia messages with simple recommended responses creating a more engaging user experience. RCS is already here, but it grows stronger and more popular every day as more carriers and devices accommodate the emerging technology."
Differentiauatation is key, which is what many in the CPaaS space often struggle to do. Though RCS is valuable, TeleSign is not the first in the CPaaS space to do it. Earlier this year, Twilio launched its version of RCS business messaging with 'Twilio Channels.'
TeleSign does differentiate its CPaaS offering by providing 'best-of-breed quality global communications,' Oh said. The CPaaS leader also offers customers phone number insights through its 'Mobile Identity' and delivers enterprise-grade customer service. The final piece of TeleSign’s differentiation puzzle is that its latest RCS service will align with its other differentiators, especially with its message template feature designed to simplify customer integrations and reduce API overhead.
