Sinch, a leader in customer communications, has reported a surge in brand interest in Rich Communication Services (RCS) and RCS Business Messaging (RBM). According to a recent expert panel, over 70% of brands anticipate RCS will be one of their primary customer communication channels within the next five years. The announcement comes after Apple’s support for RCS, previously exclusive to Android devices, which is accelerating the adoption of the messaging standard across industries.

• RCS Adoption Surge: According to Sinch's discussions with senior marketing and digital communications experts from major European brands, 73% of respondents predict that RCS will become the default messaging channel within the next decade, with over 70% considering it a primary customer communication channel by 2029.

• Apple's Support for RCS: With the release of iOS 18.1 in October 2024, Apple’s adoption of RCS marks a significant milestone, making it possible for both iPhone and Android users to exchange rich content seamlessly. This move is expected to significantly boost RCS adoption among businesses, as it introduces RCS Business Messaging (RBM) capabilities, enabling brands to communicate directly with customers via a single, native channel, without relying on third-party apps.

• Key Motivators for RCS Adoption: The primary drivers for brands’ interest in RCS include the "verified sender" feature, providing a trusted, secure messaging channel, and the ability to engage customers directly, without intermediaries. Experts also emphasized that innovative customer experience (CX) solutions would be a major benefit of integrating RCS into their communication strategies.

Industry Impact

• High Industry Confidence: The research highlights that 90% of industry experts across sectors such as financial services, insurance, and retail view RCS as an "extremely significant" tool for enhancing customer engagement, reflecting strong confidence in the potential of RCS to redefine business-customer communication.

• Increase in RCS Messaging Volumes: Sinch reports a 22% increase in RCS messaging volumes between businesses and customers from January 2023 to September 2024, showcasing growing momentum for the messaging standard.

• The Role of CPaaS Vendors: Two-thirds of experts agreed that partnerships with CPaaS vendors like Sinch are vital for the successful implementation of RCS, underscoring the importance of integrated, scalable solutions for achieving optimal results in RCS adoption.

As RCS continues to rise as a dominant channel for customer communication, Sinch remains at the forefront, providing innovative solutions that help businesses enhance engagement, ensure secure messaging, and build cutting-edge customer experiences. With Apple’s support, the future of RCS is increasingly looking bright, and businesses are quickly adopting the technology to stay ahead of the competition.