Televox, part of WestCX under West Technology Group, announced an expanded deployment of Rich Communication Services (RCS) powered by Twilio (NYSE: TWLO) to enable secure, interactive customer conversations for regulated industries.

The company launched RCS messaging in September 2025 and has since expanded use cases across healthcare and other regulated environments. The service combines Televox's industry expertise with Twilio's messaging infrastructure to deliver branded sender identities, rich media, interactive actions, real-time analytics, and SMS fallback capabilities.

"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."

The RCS platform supports branded messages with company logos for appointment reminders, parking details, and pre-visit instructions within unified messaging threads. Early deployments are expected to deliver 50-80% higher conversion rates and three times higher response rates compared to SMS or email, according to the company.

Organizations can use the service for appointment reminders and rescheduling, prescription adherence prompts, secure billing payments, and account actions directly within messages. The system includes automatic fallback to SMS to ensure message delivery.

"Branded communications such as RCS build trust as 75% of consumers receiving branded texts say that it increases their trust in that communication," said Alejandro Borgia, VP of Product Communications at Twilio, citing the company's 2024 Consumer Preferences Report.

West Technology Group is controlled by affiliates of funds managed by Apollo Global Management (NYSE: APO).