Enterprise Ecosystems

Airtel Business launches integrated omnichannel management solution

Airtel Business launches integrated omnichannel management solution

Bharti Airtel’s enterprise arm, Airtel Business, announced on Monday it has launched a new omni-channel platform that integrates multiple customer communication channels onto one control plane and provides network-level fraud protection.

The new platform, Airtel IQ Gateway, combines SMS, WhatsApp, RCS, voice communications and number verification (silent authentication), enabling enterprises to easily manage their business communications at scale via a single control centre rather than manage multiple vendors separately.

Airtel said the gateway specifically addresses the challenges of running multiple customer channels, which typically means managing fragmented customer communication stacks across multiple service providers and tools to reach their customers.

Meanwhile, visibility into the real delivery of messages is limited, with messages often reported delivered even when they fail, while international OTP pumping by bots inflates bills. Also, managing pre-approved message templates is manual and often leads to mistakes.

Airtel IQ Gateway promises to solve all this by providing a single management point for everything, bringing together Airtel’s fraud protection with automatic integrations of native message template system (DLT), automatic switching to back-up service providers, and intelligent routing across SMS, WhatsApp, RCS and voice.

Airtel said the gateway can help protect enterprises from fraud losses and billing spikes caused by SMS pumping by leveraging Airtel’s built-in network intelligence and trust layers for enterprise use, such as IQ Verify for fraud protection and Silent Authentication for SIM based login, with capabilities like spotting fraudulent account creations and takeovers and artificial traffic spikes.

Airtel also said the IQ Gateway is compliant with India’s Digital Personal Data Protection Act (DPDP).

“As India accelerates towards a safe, inclusive digital economy, trust must become the foundation of every digital interaction,” said Airtel Business CEO Sharat Sinha in a statement. “By embedding trust at the network layer, we are enabling our enterprise customers, especially banks, government departments and logistics firms, to reduce cybercrime losses and strengthen the credibility of every customer interaction.”

Sinha added that the network-grade fraud prevention in Airtel IQ Gateway is based on the same technologies Airtel uses in its own network to protect its mobile and digital services customers. “With IQ Gateway, we are extending this proven expertise to enterprises, enabling them to build brand trust while ensuring every customer conversation is safe, authenticated and resilient.”

Airtel said it trialled the solution at select banks, financial institutions and other businesses ahead of Monday’s nationwide launch.



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