From Predictive to Generative to Agentic AI—and Beyond
Introduction Over the last two decades, customer communication has shifted dramatically. Enterprises once relied on…
From Predictive to Generative to Agentic AI—and Beyond
Introduction Over the last two decades, customer communication has shifted dramatically. Enterprises once relied on call centers and email blasts; today, they use CPaaS (Communications-Platform-as-a-Service) to deliver omnichannel, API-driven, real-time engagement. But CPaaS itself is transforming. Once considered just a “messaging pipe,” it is now at the forefront of a much larger shift powered by…
Trending CPaaS Use Cases in 2025 — RCS, AI, and Real-World Wins
Communications Platform-as-a-Service (CPaaS) is no longer an experimental add-on or a developer convenience. It’s a strategic layer that helps enterprises move from fragmented, manual outreach to logic-driven orchestration: send the right message, on the right channel, with the right fallback, at the right time. Below is a deep, practical look at the trending use cases…
90-Day Roadmap for the Future of Business Messaging
The business messaging landscape is undergoing a dramatic transformation. From WhatsApp’s new pricing model to the discontinuation of Google Business Messages and the rise of RCS with end-to-end encryption, organizations worldwide are reassessing how they engage with customers. In mobile-first markets like India, these changes carry significant weight. For enterprises, the key is not just…
Reimagining Customer Engagement: AR and VR in CPaaS
Communications Platform as a Service (CPaaS) has already reshaped customer engagement by enabling real-time communication across SMS, voice, video, email, and messaging apps. But the future lies in making these interactions more immersive and experiential. That’s where Augmented Reality (AR) and Virtual Reality (VR) come in. When combined with CPaaS, these technologies transform industries by…
TCCCPR 2018 and India’s A2P SMS Market: Impact, Paradoxes, and Policy Options
1) What TCCCPR 2018 Changed Core instruments. Observed market effects. 2) Meanwhile on Social: Autoplay & Ambient Advertising Instagram Reels & Facebook feeds: Full-screen looping ads (with social interactions) were introduced in Reels, presenting marketing content intermingled with organic video—encountered by default during viewing, not by explicit opt-in per advertiser. The Times of India WhatsApp’s…
MNOs, Wake Up: A2P/Business Messaging Is Your Golden Ticket, and RCS Business Messaging (RBM Is Your Last Chance)
Mobile Network Operators (MNOs), listen up: the Application-to-Person (A2P) messaging market is a goldmine, served up to you on a silver platter. I’ve been doing my bit by educating the market on this for getting on for 15 years now but if you don’t act fast, over-the-top (OTT) players like WhatsApp Business will snatch it…
How Google RCS has evolved in US & Europe over the years.
Introduction: Why RCS matters Rich Communication Services (RCS) is the modern successor to SMS/MMS, first defined in 2008 by the GSMA. It blends SMS reliability with features like high‑res images, typing indicators, read receipts, carousels, and business‑grade interactions (Lifewire). Built around the Universal Profile and supported by Google’s Jibe hub, RCS has expanded rapidly across global…
Enhancing Customer Experience with CPaaS: A Modern Approach
In today’s fast-paced digital world, customer satisfaction is paramount. Businesses are continually looking for ways to streamline their customer service processes, especially when dealing with customer calls that often involve problems, scripted solutions, and a frustrating escalation from agent to agent. In many instances, tickets are closed as quickly as possible without fully addressing the…
Starting the Consumer Journey Online: How CPaaS is Empowering Retailers in the Digital Era
“Retailers today must start the consumer journey where it begins: Online,” says Brendan Straw, Shopfully Australia’s country manager. “With the majority of shoppers now researching purchases via mobile, digital touchpoints are no longer optional; they’re essential.” In today’s retail landscape, Brendan Straw’s words ring truer than ever. As consumer behaviors evolve with technology, retailers face…
Effective and Efficient Customer Engagement
In today’s fast-paced digital landscape, effective customer engagement is not just a strategy; it’s a necessity. As messaging technology evolves, marketing executives must rethink their approaches to connect with customers meaningfully. This blog post explores key strategies for enhancing customer engagement in the messaging industry. 1. Understand Your Audience To engage customers effectively, it’s crucial…
