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…
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…
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…
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…
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…
Introduction In today’s digitally driven world, businesses are constantly seeking effective, real-time communication channels to engage with customers. Among the plethora of messaging apps, WhatsApp stands out as one of the most ubiquitous platforms globally, boasting over 2.8 billion monthly active users as of 2025. For enterprises, leveraging WhatsApp Business Platform (WABP) is no longer…
In today’s hyper-connected world, customer engagement is no longer a single-channel endeavor. Businesses are expected to meet customers where they are—on SMS, WhatsApp, RCS, email, and voice—delivering seamless, personalised, and real-time communication. Communication Platform as a Service (CPaaS) has emerged as the backbone of this omnichannel revolution, empowering brands to orchestrate meaningful interactions across the…
The rapid rise of agentic AI-AI systems that can autonomously perform tasks previously done by humans-is fundamentally reshaping the landscape of enterprise software pricing. As highlighted in the Economic Times article, the shift from per-user to consumption- and outcome-based pricing is gaining momentum across the SaaS world. This transformation is set to have profound implications for…
As businesses strive to enhance customer experiences and streamline operations, two technologies are revolutionising the marketing landscape: Communications Platform as a Service (CPaaS) and Generative AI bots. These innovations are shaping the future of customer engagement, personalisation, and automation. Let’s explore how they are transforming marketing strategies. CPaaS: The Backbone of Omni-channel Marketing CPaaS enables…
In the digital age, customer engagement has become more nuanced and sophisticated, evolving rapidly over the last five years. The landscape of communication has shifted from traditional methods to a dynamic blend of multiple channels, each catering to different aspects of customer interaction. In this blog post, we’ll explore how various channels of communication have…