This industry-focused report explores how telecommunications providers are using messaging to modernize customer engagement and service delivery. It identifies strong growth in conversational channels such as WhatsApp, RCS, and mobile app messaging for onboarding, billing, plan management, and customer support. The report shows how telcos are balancing automation with live-agent interactions to reduce churn and operational costs. It also examines regional adoption patterns, AI-powered self-service use cases, and the growing importance of proactive notifications. Overall, the document positions messaging as a core enabler of digital-first telco transformation.

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