Infobip: RCS Is Reshaping Business Messaging, Podcast

By Doug Green

“RCS isn’t just SMS 2.0. It changes what businesses can actually do inside a message.”

In this Technology Reseller News podcast, Dave Boddington of Infobip discusses how Rich Communication Services is changing both the technical and commercial realities of business messaging — and why RCS is becoming a much more important part of omnichannel customer engagement.

Infobip is an AI-native communications platform supporting channels including messaging, voice and email, along with an expanding software and AI orchestration stack.

Boddington says RCS differs fundamentally from SMS because it is delivered over IP and supports much richer experiences.

That includes branded messages, verified senders, rich media, buttons, quick replies and interactive experiences that can turn a simple notification into a transaction or conversation.

Brand verification is especially important.

Only approved brands can use the channel for business messaging, giving customers a visible indication that the sender is legitimate.

Apple’s rollout of RCS has also accelerated adoption.

Boddington says support across both Android and iOS has significantly expanded the addressable audience in major markets, making RCS one of the broadest rich messaging channels available to businesses.

The opportunity extends well beyond marketing.

An appointment reminder, for example, can allow a customer to add the event to a calendar or reschedule immediately. A retail message can lead directly to a purchase. A support interaction can be handled within the messaging thread itself.