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Application to Person (A2P) SMS messages continues to reign as the channel of choice for customer engagement, notification and authentication. It’s trusted and ubiquitous. Last year, CLX conducted a major survey with analyst firm Ovum on messaging in the enterprise. Ovum’s analysis showed that use of A2P SMS continues to surge, forecasting 1.28tn messages by 2019, up from 1.16tn in 2016.
"The survey also showed that enterprises are already embracing more interactive messaging formats, like two way SMS, as they seek new ways of getting closer to their customers who increasingly want to interact with brands and businesses in the moment via their smartphones."
Now, CPaaS platforms combine A2P messaging with an array of alternative communication channels that include voice calling, RCS, video chat and AI based services like chatbots. And there’s plenty of evidence that enterprises are on board, driven by the need to engage with consumers on the key battleground of customer service.
Our second eBook takes an in depth look at A2P messaging, exploring some of the associated technology issues, offering insights from analyst firm Mobilesquared, global mobile trade body MEF, plus research and interviews on the consumer trends that are forming the messaging market.
Our latest eBook also outlines some of the threats to the long-term sustainability of A2P SMS, namely the different kinds of fraud that the industry must tackle together in order to preserve and grow consumer trust.
Download the latest eBook here
Originally Published by CLX Communications
