Twilio and Singtel partner to launch secure RCS messaging

wilio, a leading customer engagement platform, has announced a strategic partnership with Singtel, Asia’s premier communications technology group, to enhance business-to-customer messaging in Singapore. This collaboration introduces Rich Communications Services (RCS) Business Messaging, a secure and interactive messaging solution that allows businesses to engage with customers directly through their mobile inboxes.

As consumer concerns around data privacy and security grow, brands must establish trust when interacting with customers. According to Twilio’s 2024 Consumer Preferences report, 79% of Singaporean consumers trust a brand’s communication more when it includes a verification badge, while 68% feel that branded text messages increase a company’s credibility. RCS Business Messaging is emerging as an effective way for businesses to meet these expectations by offering a verified and immersive communication experience.

Twilio’s Vice President of Communications for the Asia-Pacific and Japan region, Robert Woolfrey, underscored the advantages of Rich Communication Services (RCS) messaging, emphasizing its ability to transform customer interactions. He noted that today’s consumers expect secure, engaging, and interactive communication with businesses, and RCS serves as a bridge between traditional SMS and feature-rich messaging seen in over-the-top (OTT) platforms. By integrating RCS Business Messaging through its collaboration with Singtel, Twilio aims to empower businesses in Singapore to foster stronger customer relationships with enhanced messaging solutions that offer greater interactivity, security, and trust.

Echoing these views, Terence Lai, Singtel’s Vice President of Digitalisation, Products, and Partnerships, stressed the importance of businesses adapting to changing consumer expectations, particularly in mobile communication. He highlighted that by leveraging Twilio’s RCS capabilities, companies can create more dynamic, media-rich, and engaging customer experiences. This partnership underscores the growing need for businesses to embrace innovative messaging solutions that enhance customer engagement and improve communication efficiency in an increasingly digital world.

Twilio’s RCS solution offers businesses a seamless and cost-effective way to enhance their messaging capabilities. SMS messages are automatically upgraded to RCS on supported devices at no extra cost for messages up to 160 UTF-8 characters, ensuring a smooth transition without additional expenses.

Businesses can quickly create branded profiles and begin testing directly within the Twilio Console, streamlining the implementation process. Once approved, RCS messaging requires no code modifications, API changes, or reconfigurations, allowing businesses to activate the service effortlessly. Twilio also handles onboarding, carrier registrations, and capability checks to ensure reliable message delivery. Additionally, businesses gain access to advanced customer engagement insights, including read receipts for RCS messages, all within Twilio’s existing dashboards, enabling data-driven decision-making and improved communication strategies.

Singapore marks the first Asian market where Twilio is launching RCS Business Messaging, expanding its global footprint in advanced customer engagement solutions. Twilio’s RBM (RCS Business Messaging) is already being utilized across various industries in the United States, France, Germany, the United Kingdom, Mexico, Brazil, and other markets.

With this expansion, Twilio reaffirms its commitment to helping businesses worldwide adopt innovative messaging solutions that enhance customer trust, engagement, and interactivity. The partnership with Singtel ensures that businesses in Singapore can now tap into the benefits of RCS Business Messaging, strengthening their customer communication strategies in an increasingly digital landscape.