In a recent interview with Francesco Graziano, Senior Manager of Go-to-Market activities at BICS (Belgacom International Carrier Services), the landscape of Communications Platform as a Service (CPaaS) was thoroughly explored. The chat focused on the myriad of challenges, opportunities, and transformative approaches of BICS, a leader in the telecom services realm. In this blog, we delve deeper into these valuable insights, drawing critical learnings for other telcos and CSPs, while shedding light on BICS’s unique journey and future plans.

BICS: A Bridge in the Telecom Ecosystem

BICS, originally a part of Belgacom and now Proximus Group, has distinguished itself as a crucial entity within the global communications ecosystem. Their operations, once deeply rooted in traditional telecommunications, have evolved to incorporate digital and cloud communication, IoT, and private networks, among other services.

As the communications landscape has become increasingly complex due to evolving regulations and the rise of digital channels, BICS has expertly navigated these changes to serve international businesses. This evolution came with its share of challenges, yet the company’s goal remained unwavering: to bridge the gap between traditional telecommunications and the ever-changing business world.

The Power of CPaaS: Driving Customer Engagement

According to Graziano, CPaaS is transforming into more of a customer engagement platform as a service (CEPaaS). This transformation signals a shift from one-way communication to a more conversational approach. Businesses are no longer just providing services; they are focusing more on enhancing customer experiences.

It was this customer-centric perspective that led BICS to acquire a CPaaS platform last year. The move has enabled them to leverage cloud solutions, design products in just a few clicks, and provide their customers with a more accessible and efficient mode of communication. Today, BICS operates in over 200 countries, serving both global carriers and direct enterprise customers—an unusual but successful go-to-market strategy.

Overcoming Challenges: The Role of API Ecosystems and Partnerships

A key component of BICS’s strategy is the development of an API ecosystem. The API ecosystem has supported operators in the telecom industry by providing a standard approach for integrating services, resulting in improved customer experiences.

However, creating this ecosystem has not been without its challenges. It required not only technological innovation but also a keen understanding of regulation and a commitment to security. Through these efforts, BICS has demonstrated that through collaboration and shared knowledge, telecom service providers can evolve and adapt to a rapidly changing industry.

Joining the CPaaS Acceleration Alliance: A Collaborative Future

BICS’s recent decision to join the CPaaS Acceleration Alliance is a testament to its commitment to collaboration and industry growth. By joining the Alliance, BICS aims to share knowledge, grow together with other companies in the space, and collectively improve the industry. Featured in the first State of CPaaS report, BICS is already contributing and sharing.


As the CPaaS industry continues to evolve, BICS stands out as a leading example of how traditional telecom service providers can successfully navigate this transformation. Their journey, characterized by strategic acquisitions, a focus on customer experience, and a commitment to collaboration, offers valuable insights for other telcos and CSPs navigating this dynamic landscape.

For a more detailed understanding of BICS’s CPaaS strategy and Francesco Graziano’s insights, we recommend watching the complete interview available in the video below. By delving into their experiences, other industry players may glean important lessons for their own CPaaS journeys.

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