June 2024 Summaries

Apple has announced that iOS 18 will support Rich Communication Services (RCS) messaging, allowing users to send multimedia content and advanced functions across iOS and Android devices. This move is expected to enhance the messaging experience for both person-to-person (P2P) and application-to-business (A2P) interactions. Apple's commitment to supporting Universal Profile 2.4 indicates that it may also support RCS Business Messaging (RBM), which would enable businesses to reach iOS devices with RBM messages. However, carrier support remains a crucial factor for the widespread adoption of RBM in the US.

Text messaging has an open rate of 98% and is considered more effective than other communication channels. Automated text messages can be set up using a messaging API, which allows users to send and receive messages and files over various communication systems such as SMS and MMS. Automated text messages offer several benefits including increased efficiency, improved targeting, ensuring consistency and coordination, and enabling timely delivery of promotions, updates, reminders, and other information. They can be used for a variety of purposes such as customer service, lead follow-ups, internal communications, and patient or user onboarding. However, it is crucial to ensure compliance with relevant laws and regulations, maintain consistency with registered campaigns, and balance automation with a human touch. To start sending automated text messages, businesses need to determine their communication needs and choose the appropriate platform based on factors such as local or global reach and one-way or two-way communication requirements.

Voice technology is transforming traditional telephony by offering new ways for businesses to improve customer experience (CX). Voice call APIs enable developers to embed voice functionalities into software applications, eliminating the need to build them from scratch. These APIs can handle various tasks such as IVR systems, voice alerts and notifications, or conversational AI. By improving communication options, quality connectivity, efficiency, scalability, and privacy, voice call APIs contribute to better CX, which in turn increases revenue and customer loyalty while reducing costs. Developers can leverage these APIs to create cost-effective applications that enhance the overall experience for customers.

The article discusses the growing problem of SMS fraud, which costs brands $1.16 billion in 2023 according to an Enea white paper. It identifies four main categories of SMS fraud: identity theft, data theft, network manipulation, and commercial exploitation. One form of this fraud is Artificial Inflation of Traffic (AIT), which involves bots generating automatic texts from brands for the purpose of misappropriating message fees. Another form is smishing, a type of phishing that uses text messages instead of emails to trick recipients into revealing sensitive information or performing malicious actions. The article provides tips for combating SMS fraud, such as keeping messages real and conducting regular audits. It also emphasizes the importance of account security and making fraud more difficult to commit by implementing CAPTCHA forms or other verification methods.