CM.com is global leader in cloud software for conversational commerce

AI & Chatbots + Omnichannel platform for customer service in messengers

Leading omnichannel communication provider

End-to-end integrated software, internet, mobile and hardware solutions

Communicate with your clients via Viber Business Messages, SMS, E-mail, Chatbot and other channels.

Customized bot development and analytics tools

Optimizing communication channels, from businesses to customers

IMEDIA is operating in the field of providing value-added services on telecommunications platforms.

Omnichannel Messaging Platform for effective marketing communication

Connecting businesses with their customers on Viber, powering secure, private interactions 

Communications APIs, unified communications and contact centers

Providers of Cloud Communication Platforms (CPaaS) for Enterprises, OTT players & Telecom operators

Strengthen your position with Viber messaging for better business with your customers

CPaaS empowering businesses to communicate with customers using messaging, video and voice solutions

Making communications and communities for brands: B2C & D2C messaging, chatbots, campaigns

Creating chatbots that people actually love!

Software development company from UI/UX & Design to product development and IT consulting

Software development company specialising in web, mobile, chatbot and tech consulting

Designing and executing integrated digital, analytic and marketing solutions

Communication platform to keep in touch with your frontline employees

User-friendly chatbot builder for popular messengers, without programming knowledge

Custom chatbot developer with a focus on informative, communicative, awareness and E-commerce

Infobip is a global leader in omnichannel communication

Integrated solutions provider from advertising sales, marketing, branding to production

360 agency building Viber chatbot solutions

International messaging service provider for mobile operators and enterprises worldwide

Hybrid Chat, Conversational Marketing and Customer Automation

Grow your audience, engage your customers, automate your messages - across multiple channels

Platform to automate marketing, ecommerce, service operations and support in messengers

#1 Ukrainian Telecom Operator with over 25 million subscribers

Viber's #1 Business Messaging partner in the Philippines

Omnichannel solution provider in the Cloud Communications industry

Viber and SMS messaging service provider with web interface and via API

SMS Centre provides a professional omni-platform for business tasks

Omnichannel communication platform for modern businesses to delight customers

Οmni Channel Business Messaging Specialists of real-time, one-to-one & two-way communication

Providing mobile services to banks and financial institutions in Nepal

Optimised two-way communication between management and employees

Enterprise chatbot provider with high-end AI and cross-industry communication know-how

One of the biggest companies on the business communication market in Russia and CIS

We offer digital tools: SMS, OTT, Virtual PBX, CRM, AI BOT, Contact Center

A global cloud communications platform for all your mobile marketing needs

Next-gen CPaaS with Web & Cloud API services for marketing automation

Enterprise solutions platform for communications, payments, CRM and marketing

Leading Conversational AI and CX Automation Platform

Digital transformation and engagement services, AI chatbots, smart cities and fintech applications

Expert customer engagement and A2P mobile messaging solutions with over 20 years of experience

SparrowSMS: Leading Bulk SMS provider in Nepal and Global Enterprise Messaging

Multichannel messaging platform for successful business communication

Omnichannel platform for customer support teams

Removing communication complexities, so you can succeed.

Founded in 2006, Logate in Podgorica delivers IT solutions for telecoms and banks

Global communications platform for messaging, verification, and fraud prevention

We offer digital transformation services and global vendor software solutions

URBO is B2B SaaS company for the creative and recreational industries

Messente: Messaging partner for companies who want to send business-critical messages at scale

Omnichannel messaging provider for business communication

First in AI and c-commerce, we provide innovative messaging solutions

A holistic messaging and digital agency for messaging solutions

Largest A2P multi-channel messaging platform in the Philippines

SMSBAT is a group of companies that develops and implements modern digital marketing solutions

Communication platform helping brands build connected customer experiences.

Automate sales, marketing, and support with Terra's smart AI technology

A Leading telecom company, GSMA certified Voice carrier and SMS hub, MEF & ITU member

Omnichannel business messaging platform for marketing, sales & support

Multichannel messaging platform for business communication

Digital Solution Provider, Chatbot development and Customer support

Omnichannel platform with built-in phone, webchat, email, tickets, etc.

Creating OS and application software for business digitalization

Corporation in technology and international business, telecommunication and information solutions.

Different Solutions for different ways of communication

A leading service provider in Myanmar's TMT (Telecom, Media, and Technology) industry since 2003

Digital enabler, specialized in Chatbots, Messaging and Engagement

Omnichannel communication platform for business messaging globally

Operating globally through telecom partnerships, providing tailored messaging solutions and support

Expert in reaching, engaging, and retaining the right audience

Swift Technology specializes in Fintech, Vas SMS & custom software dev

Ommichannel platform to communicate worldwide

Seamlessly integrate GenAI agents and live support for superior CX

WayMore Marketing Intelligence Suite helps marketers achieve their goals.

Develop omni-channel messaging campaign through Viber, RCS, What's Up

The Globally Connected Customer Engagement Platform

We provide SMS A2P to Apac pacific region and fintech solution

Top 3 Mobile Marketing agency in Vietnam, offering fast, diverse solutions

Enable novel customer experiences with Generative AI chatbots

Build the future communication for global mobile operators and enterprises

Custom software solutions, staff augmentation, R&D and MVP development

klink.cloud is a leading omnichannel customer engagement platform provider

Smicos: AI-powered chatbot to boost sales, streamline management, and more.

Positive specializes in IT solutions, complex AI assistants, and chatbots

Nikita Mobile LLC is a leading mobile marketing and e-commerce company

Modern life, both personal and professional, runs on messaging. It has quietly become one of the most frequently used tools on our phones. Over the past decade at Rakuten Viber, we have watched messaging evolve from a useful notification channel into a core part of how businesses operate.That evolution is the focus of <a target="_blank" rel="noopener noreferrer" href="https://b2b.viber.com/simplifying-messaging-for-smarter-customer-growth">our latest research</a> with Omdia. Surveying 271 senior decision-makers across industries, the study reveals an important shift: messaging is now critical to customer engagement, but many organizations are still catching up operationally. How companies respond will define who leads in this messaging-driven era.<figure class="image image_resized" style="width:50%;"><a href="https://b2b.viber.com/simplifying-messaging-for-smarter-customer-growth" target="_blank" rel="noopener noreferrer"><img style="aspect-ratio:1200/627;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/1200_627_1_fa1e3ace5a.png" alt="1200_627 1.png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_1200_627_1_fa1e3ace5a.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_1200_627_1_fa1e3ace5a.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_1200_627_1_fa1e3ace5a.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_1200_627_1_fa1e3ace5a.png 1000w," sizes="100vw" width="1200" height="627"></a></figure><h2>Messaging has become the front door to customer experience</h2>A typical customer interaction today often starts and ends within a single messaging thread—from a delivery notification and quick reply to a request for support or a return. What once required multiple systems (email, call centers, web portals) now happens inside one conversation.This shift reflects customers’ desire for simplicity, meeting them in the familiar environment of a messaging app. Yet, the way many organizations manage this channel hasn't kept pace. Our research highlights this operational gap:<ul><li>33% of businesses report inconsistent customer communication across channels</li><li>Only 27% say their messaging experiences are consistent and predictable</li></ul>Messaging may be where the customer journey begins, but the systems behind it are often fragmented.<figure class="image image_resized" style="width:50%;"><img style="aspect-ratio:1920/1080;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Cris_blog_in_blog_graphic_1_4_cfa406dd10.png" alt="Cris' blog_in-blog graphic 1 (4).png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_Cris_blog_in_blog_graphic_1_4_cfa406dd10.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_Cris_blog_in_blog_graphic_1_4_cfa406dd10.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_Cris_blog_in_blog_graphic_1_4_cfa406dd10.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_Cris_blog_in_blog_graphic_1_4_cfa406dd10.png 1000w," sizes="100vw" width="1920" height="1080"><figcaption>The gap lies between businesses having inconsistent communication but wanting to provide a consistent experience</figcaption></figure><h2>Fragmentation: The unintended outcome of digital growth</h2>Few companies designed a <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/why-brands-need-to-embrace-super-apps/">cohesive messaging ecosystem</a>. It often grew organically: a marketing team introduces one tool, customer support deploys another, and product teams integrate in-app chat. Businesses accumulate a mix of platforms including SMS, messaging apps, social channels, and notifications.While each tool solves a specific problem, together they create a complicated environment where conversations are spread across multiple systems. Customers experience this as repetition and disconnected messages. For businesses, the result is declining engagement and operational complexity.<h2>Messaging is moving from communication channel to business workflow</h2>The next phase of messaging adoption has already begun, moving beyond just updates and campaigns. It is increasingly becoming part of how companies execute everyday business processes.Customers now rely on messaging to confirm deliveries, resolve support issues, receive personalized recommendations, and complete purchases within a conversation—a trend often described as <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational commerce</a>.The broader change is fundamentally operational: messaging is moving into areas traditionally handled by different systems, such as customer support, authentication, payments, and marketing automation.In practice, this means messaging is now part of the infrastructure of <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/how-to-effectively-engage-your-audience-on-viber-without-overwhelming-them/">customer engagement</a>, not just a communication channel.<figure class="image image_resized" style="width:50%;"><img style="aspect-ratio:1920/1080;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Cris_blog_in_blog_graphic_2_1_a88f180c97.png" alt="Cris' blog_in-blog graphic 2 (1).png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_Cris_blog_in_blog_graphic_2_1_a88f180c97.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_Cris_blog_in_blog_graphic_2_1_a88f180c97.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_Cris_blog_in_blog_graphic_2_1_a88f180c97.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_Cris_blog_in_blog_graphic_2_1_a88f180c97.png 1000w," sizes="100vw" width="1920" height="1080"><figcaption>Messaging has evolved beyond "just communication"</figcaption></figure><h2>Automation, trust, and measurable outcomes</h2>As messaging embeds itself deeper into business processes, the expectations around its performance are changing. The question is no longer if messaging should be part of the strategy, but what it must deliver.Organizations expect messaging platforms to support several key outcomes simultaneously: automated customer journeys, personalized communication at scale, measurable revenue impact, and strong privacy and security standards. This is why 74% of businesses in the study plan to adopt at least one OTT messaging channel.Automation and AI will be significant in this evolution, but the goal is to combine technology with human expertise. This approach allows routine tasks to be handled automatically while preserving the human element customers still value for complex issues.<h2>Looking ahead: What the next 3–5 years will bring</h2>In 2026, Rakuten Viber <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/10-years-of-viber-business-messages/">marks a decade of business messaging</a> on the platform. Looking ahead, the future will be defined less by the number of channels available and more by how effectively businesses orchestrate them.Based on the research, three developments are likely to shape the future of business messaging:<ol><li>Messaging will become a managed capability: Organizations will consolidate fragmented systems into unified platforms that support multiple channels and teams.</li><li>Conversations will become a primary digital interface: Customers will increasingly complete everyday tasks within messaging environments, from purchases to service requests.</li><li>Trust will become a differentiator: Verified business identities, secure environments, and transparent practices will play a larger role in determining which brands customers choose to engage with.</li></ol><h2>A final thought</h2>Technology evolves quickly, but customer expectations remain consistent: people want communication that is clear, responsive, and trustworthy. Messaging, when implemented thoughtfully, can provide exactly that.The companies that succeed in the next decade will build systems that allow conversations with customers to happen naturally, consistently, and at scale.<figure class="table" style="width:100%;"><table class="ck-table-resized"><colgroup><col style="width:46.33%;"><col style="width:53.67%;"></colgroup><tbody><tr><td>Make Messaging Your Growth Engine <a target="_blank" rel="noopener noreferrer" href="https://b2b.viber.com/simplifying-messaging-for-smarter-customer-growth">Download the full report</a> powered by Omdia to learn how messaging is evolving and what businesses should prioritize next.&nbsp;</td><td><figure class="image image_resized" style="width:54.43%;"><img class="image_resized" style="aspect-ratio:607/475;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Ebook_Cover_f12735af85.png" alt="Ebook Cover.png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_Ebook_Cover_f12735af85.png 199w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_Ebook_Cover_f12735af85.png 500w," sizes="100vw" width="607" height="475"></figure></td></tr></tbody></table></figure>

Learn about the trends shaping the future of messaging from Rakuten Viber's Chief Revenue Officer, Cristina Constandache.

Messaging at a crossroads: What the next decade of business conversations will look like

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