SMS remains a key communications channel for consumers. It is valued for its reach, reliability and universal availability on mobile phones, even as communications apps become increasingly popular. Brands and operators need to assess how they can use or enable SMS, respectively, to optimize the customer experience and generate increased value for their business.
Enterprises have not taken full advantage of the benefits that SMS can offer as a means of customer interaction, particularly when used as part of an omni-channel communications strategy. The increase in traffic that could result represents an opportunity for operators. However, operators need to do more to maximize this opportunity. They should optimize their networks and provide high-quality SMS interconnection services to brands, protect themselves against fraud and spam, and recover revenues lost to grey routes and SIM farms.
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