RCS Unveiled: Restoring Trust in Business Messaging

Although it’s been around for more than a decade, Rich Communication Services (RCS) is finally having its moment in the spotlight by actively revolutionizing the telecom landscape and establishing messaging as the cornerstone of consumer engagement and commerce. The impact of RCS is evident in its rapid adoption. In 2024, for example, brands significantly embraced RCS, with usage growing by 111% during Black Friday and Cyber Monday compared to 2023. In addition, brands that used RCS saw open rates of 53%, supported by verified and authenticated senders, highlighting its effectiveness in consumer engagement. Furthermore, RCS is expected to generate 18% of operators' business messaging revenue globally by 2029, underscoring its growing significance in the telecom ecosystem. 

In this five-part series, “RCS Unveiled,” we will dive into RCS – from why there’s a renewed focus on this messaging protocol to how it’s transforming the telecom ecosystem and customer engagement, securing commercial communications, and how it’s playing into industry’s KYB and KYC initiatives and more.

Rich Communication Services (RCS) has been around for over a decade, yet only recently has it gained mainstream attention, thanks in part to Apple joining Google in supporting the platform. Notably, Apple's support for RCS interoperability following its iOS 18 update in late 2024 has added another 540 million to the RCS addressable base.

But why now? 

The answer lies in the growing need for trust and security in digital communications. As traditional telephony struggles with issues like robocalls and scams, RCS offers a secure alternative that enhances authenticity and engagement. One of the most significant advantages of RCS is its built-in authentication process. Unlike standard SMS, RCS ensures that messages are sent from verified, trusted sources. This prevents bad actors from exploiting communication channels, reducing fraud and improving consumer confidence. When businesses use RCS, customers can see verified branding and trust indicators, reinforcing the legitimacy of their communications.

Beyond security, RCS enhances the overall user experience by integrating rich media features such as buttons, chatbots and multimedia messaging. Consumers can engage more dynamically with businesses, making interactions more intuitive and enjoyable. This transition from traditional text-based messaging to a "tapping, neither talking nor typing" approach is key to improving user satisfaction and business efficiency.

Furthermore, RCS’ support by both major mobile platforms – Apple and Google – allows businesses to reach a vast audience without requiring users to download a separate application. This universal accessibility, combined with its security and interactive capabilities, positions RCS as the future of trusted business communication.

In the next installment of this series, we will explore how RCS is transforming the telecom ecosystem.