RCS

Definition

Rich Communication Services (RCS) is an upgraded messaging protocol designed to replace SMS with enhanced features like multimedia support, read receipts, typing indicators, and business messaging capabilities. It works over mobile networks and Wi-Fi, providing a more interactive experience similar to messaging apps like WhatsApp or iMessage.

Use Cases in Cloud Telephony & Contact Centers

• Customer Support Automation: RCS-powered bots for FAQs, ticket status, and troubleshooting.
• Appointment Reminders & Notifications: Businesses can send reminders with calendar integration.
• Sales & Promotions: Send rich promotional content directly to customers with call-to-action buttons.
• Order & Delivery Updates: Customers receive real-time tracking updates with interactive options.