Interview – Arvind Kalla, Chief Regional Officer, ValueFirst
What are some of the key services offered by ValueFirst and how do they connect businesses with consumers?
ValueFirst offers a variety of services to connect businesses with consumers through telecom (SMS & Voice) and internet (Chatbot & OTT) channels. They facilitate communication between businesses and consumers by providing solutions that enable messaging and voice services over traditional telecom channels like SMS and Voice calls, as well as modern internet-based channels such as Chatbots and Over-the-Top (OTT) platforms.
What does RCS stand for and what are its features and advantages compared to SMS?
RCS, which stands for Rich Communication Services, is an advanced messaging protocol designed to replace traditional SMS messaging on mobile devices. Unlike SMS, RCS offers a more interactive and feature-rich messaging experience similar to popular messaging apps like WhatsApp and Facebook Messenger.
RCS brings several improvements over SMS, including the ability to send and receive high-resolution images and videos, conduct group chats, see typing indicators, and receive read receipts. It also supports features like location sharing, file transfers, voice messages, and the ability to send messages over Wi-Fi or mobile data connections. Additionally, RCS relies on an internet connection for message transmission, allowing for faster delivery and the ability to send larger files.
What are the advantages of using RCS over traditional SMS?
RCS offers several benefits compared to traditional SMS messaging. Some key advantages include:
1. Enhanced Messaging Experience: RCS provides a more interactive and feature-rich messaging experience, allowing users to send high-resolution photos and videos, conduct group chats, see typing indicators, and receive read receipts. It creates a more engaging and dynamic conversation environment.
2. Multimedia Support: With RCS, users can send and receive multimedia content without the limitations of file size or quality that SMS typically has. This expands the range of communication options.
3. Improved Group Chats: RCS enables more advanced group messaging capabilities, making it easier to create large group chats, add or remove participants, and share multimedia content with all group members. It enhances coordination and communication within groups.
4. Read Receipts and Typing Indicators: RCS provides read receipts, indicating when a message has been delivered and read by the recipient. It also shows typing indicators, notifying users when the other person is composing a response. These features enhance the real-time nature of conversations.
5. Wi-Fi and Data Connectivity: Unlike SMS, which relies solely on the cellular network, RCS can utilize both Wi-Fi and mobile data connections for message transmission. This allows users to send and receive messages even in areas with limited or no cellular network coverage, as long as there is an internet connection available.
6. Compatibility and Interoperability: RCS is designed as an industry standard, ensuring compatibility and interoperability across different devices, operating systems, and mobile network operators. This expands the reach and effectiveness of the service.
7. Business Messaging: RCS presents opportunities for businesses to engage with their customers more effectively by supporting features like branding, interactive buttons, suggested replies, and rich cards within messages. It enables businesses to provide a more engaging and personalized customer experience.
Who can utilize RCS and what are the requirements?
RCS can be used by anyone with a mobile device and a compatible messaging app or service. However, there are a few factors to consider:
1. Mobile Network Operator Support: RCS requires the support of mobile network operators (carriers). Your mobile carrier must have implemented and enabled RCS on their network for RCS to work. Availability varies across countries and carriers, with some fully embracing RCS, while others may have limited support or none at all.
2. Device Compatibility: Your device needs to be compatible with RCS. Many modern smartphones have built-in RCS support, especially those released in recent years. Older devices may not have native RCS support, requiring you to download a compatible messaging app from the app store.
3. Messaging App or Service: To use RCS, you need a messaging app or service that supports it. Popular messaging apps like Google Messages have integrated RCS support. Check if your messaging app has RCS features or any specific requirements or settings that need to be enabled.
Additionally, RCS will only work if both you and the person you’re communicating with have compatible devices, messaging apps, and mobile carriers that support RCS.
What are the reasons for enterprises to adopt RCS for communication with customers?
Enterprises can benefit from using RCS as a communication channel with their customers for several reasons:
1. Enhanced Customer Engagement: RCS provides a more interactive and visually appealing messaging experience compared to traditional SMS. Enterprises can leverage features such as branding, rich media content, suggested replies, and interactive buttons to create engaging and personalized conversations with customers, capturing their attention and driving higher engagement.
2. Rich Media Capabilities: RCS supports the sending of high-quality images, videos, audio files, and other rich media content. This enables enterprises to deliver compelling and visually engaging messages that showcase products, provide instructional content, or offer immersive brand experiences. Rich media enhances communication and creates impactful marketing campaigns.
3. Interactive and Dynamic Experiences: RCS allows enterprises to incorporate interactive elements into messaging, such as carousels, sliders, and interactive buttons. Customers can engage with content, make choices, and perform actions within the messaging interface. The dynamic nature of RCS conversations increases customer involvement and improves conversion rates.
4. Real-time Updates and Notifications: RCS supports real-time updates and notifications, making it effective for delivering time-sensitive information to customers. Enterprises can provide order updates, appointment reminders, flight status alerts, ensuring customers receive timely and relevant information. This improves satisfaction and streamlines communication.
5. Increased Reach and Interoperability: RCS is a cross-platform and cross-carrier messaging standard, ensuring compatibility and interoperability across devices, operating systems, and carriers. By adopting RCS, enterprises can reach a broader audience, communicating with customers regardless of their device or carrier. This widens messaging campaign reach and maximizes impact.
6. Analytics and Insights: RCS platforms provide analytics and reporting features, enabling enterprises to measure campaign performance. They gain insights into delivery rates, open rates, engagement metrics, and conversion data. Data-driven approaches optimize messaging strategies, target the right audience, and refine campaigns based on actionable insights.
7. Customer Convenience and Preference: Many customers prefer messaging as a communication channel due to its convenience, ease of use, and familiarity. Adopting RCS allows enterprises to cater to customer preferences, offering a modern and seamless communication experience. This enhances satisfaction, builds relationships, and fosters loyalty.
By utilizing RCS as a communication channel, enterprises can leverage its advanced features and capabilities to deliver engaging, personalized, and interactive messaging experiences to their customers. This leads to improved customer engagement, increased conversions, wider reach, and business growth.
How can ValueFirst assist enterprises in implementing RCS?
ValueFirst, as a CPaaS (Communication Platform as a Service) company and Google’s official business partner for RCS-based solutions, can assist enterprises in enhancing their messaging capabilities and effectively engaging with customers through RCS.
