Televox RCS messaging with Twilio to power regulated customer engagement

Televox, part of WestCX under West Technology Group, is expanding the deployment of Rich Communication Services (RCS) powered by Twilio, enabling organizations in regulated industries to deliver secure, branded, and interactive customer conversations at scale.

As RCS adoption rapidly expands across both Android and iOS devices, Televox is helping enterprises move beyond generic one-way SMS to more trusted and feature-rich digital engagement, the company said.

Since launching RCS in September 2025, Televox has expanded use cases through WestCX across healthcare and other highly regulated environments.

By combining its deep industry expertise with Twilio’s global messaging infrastructure, WestCX delivers branded and verified sender identities, rich media, interactive actions, real-time analytics, and intelligent fallback to SMS, ensuring messages are both engaging and reliably delivered.

“Customer expectations have changed: people want real conversations, not fragmented notifications,” said Sam Meckey, president of WestCX. “RCS allows us to bring secure, interactive messaging into the center of the customer journey, especially for regulated industries where trust and compliance are non-negotiable. This expansion reflects our broader strategy to unify voice, messaging, and digital channels into a single, intelligent engagement experience.”

RCS provides a modern messaging channel that supports more trusted and connected engagement across touchpoints.

With RCS, organizations in regulated industries can:

• Increase response rates and trust with branded messages and verified senders
• Deliver interactive customer support, including transactional and service updates
• Reduce no-shows and cancellations with appointment reminders and easy rescheduling
• Improve prescription adherence with refill prompts and pickup confirmations
• Enable secure billing payments and account actions directly within the message

“With consumer trust waning, branded communications are imperative to building a relationship with customers, especially in highly regulated industries like healthcare,” said Alejandro Borgia, VP of product communications at Twilio. “With Twilio’s support, WestCX is helping organizations deliver richer, more trusted messaging experiences, while ensuring reliability through built-in SMS fallback.”

For more information about this news, visit https://televox.com or www.twilio.com.