TrueBusiness – the enterprise unit of Thai telco True Corp – announced on Wednesday it has partnered with cloud communications service provider Infobip to launch a Communications Platform as a Service (CPaaS) offering with AI capabilities.
The “True CPaaS” offering combines voice, SMS, MMS, email, web push notifications, mobile app messaging, chat and social media onto a single platform, which True says makes it easier for enterprises to manage the inherent complexity of managing omnichannel engagement with customers.
How Lih Ren, head of commercial, strategy and telcotech partnership at True Corp, said that the “as-a-service” model enables easy deployment immediately after subscription, allowing flexibility in supporting business needs and rapid business expansion while ensuring high data security.
“The as-a-service model makes this solution easily applied for businesses across various industries, such as finance, insurance, retail, e-commerce, tourism, and healthcare,” he said.
The CPaaS platform also leverages AI, which Ren said “enables customer data collection and analytics for customising messages and channels that are matched with each customer’s preference along the customer journey.”
AI also enables enterprises to deliver personalized conversational experiences to their customers, he added.
True also said the CPaaS platform can be integrated with the enterprise’s existing CRM and e-commerce platform, including Microsoft Dynamics 365, Service Now, Oracle Responsys, Adobe Commerce, HubSpot, and Meta.
CPaaS has become an increasingly hot item for the enterprise segment. According to a new report released Wednesday by Juniper Research, revenue just from CPaaS rich media traffic, including RCS, video and social media, will grow by 190% to over US$10 billion globally in 2028, from $3.4 billion in 2023.
The focus on rich media traffic highlights the fact that SMS business messaging termination fees are getting more expensive, Juniper says. Apple’s imminent support of RCS business messaging later this year is also expected to be a driver for CPaaS solutions, the report says: “By 2028, RCS business messages delivered by CPaaS platforms globally are expected to reach 86 billion; rising from just 2.5 billion in 2024.”
CPaaS support for conversational AI is also a key attraction for enterprises, not least because it integrates easily with existing business systems, said report author Sam Barker.
“Third-party developers will enable enterprises to launch chatbot services over channels like RCS that leverage large language models,” he said.
That said, Barker added that CPaaS platforms need to offer front-end solutions allowing enterprises to directly manage their AI implementations” to maximise adoption.
