RICH COMMUNICATIONS SERVICES
BY AMANDA MCGUCKIN HAGER, TRUEDIALOG
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW RCS HELPS THE CONTACT CENTER
WHAT LEADERS NEED TO KNOW.
Over the past decade, texting has become an essential support channel for modern contact centers. For good reason: it’ s fast, convenient, asynchronous, and allows you to connect with customers via a device that’ s rarely out of their reach.
But today, audiences expect a richer, more immersive, and more trustworthy texting experience. Fortunately, there is a newer protocol called rich communication services( RCS) that promises to deliver just that.
Here’ s why contact center leaders should familiarize themselves with RCS as soon as possible.
WHAT IS RCS?
RCS is a communications protocol that powers more interactive and modern texting experiences directly within a contact’ s native messaging app. It supports high-resolution images and videos, customizable buttons, typing indicators, read receipts, and more.
RCS rivals the look and feel of conversations in over-the-top( OTT) messaging applications like WhatsApp without requiring users to download anything new. And since you can communicate more information( and even share files), it can help increase agent efficiency while slashing resolution times.
RCS... SUPPORTS HIGH-RESOLU- TION IMAGES AND VIDEOS, CUSTOMIZABLE BUTTONS, TYPING INDICATORS, READ RECEIPTS, AND MORE.
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