Tubelight Communications, is a player in the omnichannel CPaaS space that empowers brands to deliver seamless, secure, and hyper-personalised customer interactions across voice, chat, SMS, email, and emerging channels.
It is a Marketing Tech company that specializes in empowering businesses with futuristic communication building blocks. Powered by Conversational AI, utilising built-in ML/NLP, the platform enables enterprises to optimise omnichannel strategies and automation for improved customer engagement and outcomes. Since its inception in 2010, the company has been on an impressive growth trajectory, evolving into a leading messaging and voice communication solution provider.
Their vision is to empower global business communication at a lower cost, simplifying complex client interactions. At the core of Tubelight Communications’ offerings are its smart cloud platforms, which facilitate quality voice calls and SMS with competitive pricing and high-quality routing.
They provide simple HTTP APIs, enabling businesses to seamlessly integrate voice and SMS capabilities into any web or mobile application. The company is committed to becoming the preferred messaging and voice communication vendor globally, currently holding a significant market share in India. Tubelight Communications offers a comprehensive suite of Marketing Tech solutions, including Cloud Telecommunications, CPaaS (Communication Platform as a Service), API integration, IVR, SMS, Voice, Click to Call, VoIP, 360-degree Internet Marketing, Email, Telephony, Advanced IVR, Hosted PBX, Toll-Free Numbers, Virtual Numbers, Conferencing, Missed Call services, and Call Center solutions.
They also provide specialized tools like Textedu (Advanced communication Analytics) and t-broadcast, alongside a Cloud SMSC. Their services are designed to offer simple programmable APIs, detailed analytics, direct carrier relationships, and outstanding customer support, allowing clients to focus on innovation and growth while Tubelight handles the complexities of business communications.
Headquartered in Mumbai, India, with additional offices in Noida, Bangalore, and Singapore, Tubelight Communications has a dedicated team of 50+ employees. The company added that it prides itself on adding continuous value to its clients through enhanced team expertise, robust infrastructure, overall value offered, superior customer service, and consistent quality.
Medianews4U.com caught up with Praveen Singh, co-founder, CEO Tubelight Communications
Q. The vision is to empower the world’s business communication at a lower cost. What does this entail?
People often mistake “lower cost” for “cheap.” That’s not it. For us, it’s about value. Every customer you bring in is expensive; losing them is even worse. So the goal is simple: make sure they don’t leave. If someone messages a brand on WhatsApp, then later calls, they shouldn’t have to repeat the whole story.
If that flow is smooth, the customer is happier, and the company spends less time and effort fixing problems. On the backend, we bring all the channels together, automate routine jobs, and reduce waste. That’s where the cost saving is. It’s not about cutting quality, it’s about smarter communication.
Q. What are the focus areas and priorities for Tubelight Communications in the coming two years?
Two things matter to us right now. One is tech. AI, machine learning, automation, analytics, these are not future terms anymore; they are everyday tools. We’re building them in a way that even a small or mid-sized business can use without heavy IT setups.
Second is growth. We already work a lot in BFSI, retail, and e-commerce. Next, we want to go deeper into sectors that are still figuring out digital engagement. So for us it’s a balance—build for the future, but keep things practical and useful today.
Q. How is technology impacting the communications landscape?
It’s a different world now. Earlier, SMS and emails were enough. Today, customers jump across channels like WhatsApp, calls, social, web chat, and they expect brands to keep up without delay.
So businesses are forced to use conversational AI, chatbots, and strong security like two-factor authentication. Inside companies, too, automation means teams do more with less, and analytics means they actually understand customer behaviour better. So communication is no longer just transactional; it’s how brands build or lose trust.
Q. Could you shed light on Tubelight Communication’s product suite that helps in driving measurable CX and NPS improvements?
Our platform brings everything together: SMS, WhatsApp, RCS, email, web chat, Instagram, Facebook, plus a complete voice contact centre. Few providers offer all of this under one roof. The real benefit is continuity.
Customers can move between channels, and the agent still sees the full story. AI steps in to handle repetitive stuff upfront, and also supports live agents with suggestions when needed. That means faster replies, less frustration, and more productive teams. Naturally, that reflects in better CSAT, higher NPS, and improved resolution times.
Q. Which are the key sectors that Tubelight Communications works in and where is the whitespace for growth?
BFSI is very strong for us. Banks, NBFCs, and insurers rely on us for OTPs, alerts, and customer service. E-commerce and retail are also major because of order updates, promotions, and support queries. Healthcare, education, and travel also depend on timely communication.
Looking ahead, I see three areas for growth. One is D2C brands and SMBs, who need strong but affordable solutions. Second is omnichannel contact centres, where voice and messaging finally come together. Third is global expansion, because our platform is built to scale and compete worldwide.
Q. Why is AI-Powered Omnichannel for today’s brands growing in importance?
Because customers don’t wait, they want quick answers, and if they don’t get them, they switch channels without thinking twice. And they don’t want to repeat themselves. That’s the real pain point. AI solves this in two ways.
First, it clears out simple queries so customers get answers instantly. Second, it helps agents by showing context and suggesting replies. For brands, that means happier customers and lower costs. That’s why AI-powered omnichannel is not a nice-to-have; it’s the foundation.
Q. How is the festive season looking like for Tubelight Communications?
The festive season is always busy. This year it’s even bigger, almost nine weeks of high demand. Queries, orders, alerts, all of it goes up. Brands want to make sure nothing breaks during this time. Our job is to give them reliable, scalable communication so they can respond fast, no matter how high the load.
Q. What role is AI playing in helping Tubelight Communications drive innovation and explore growth whitespaces?
AI is central to how we work. It helps us run today’s processes more efficiently, things like automating repetitive tasks, analysing customer behaviour, and supporting agents. But it also shows us new opportunities.
For example, products for SMBs in Tier 2 and Tier 3 cities, or testing new features for global clients. With AI, we can expand smarter, faster, and without adding unnecessary cost.
Q. Are we increasingly seeing an interplay between AI and data analytics that is helping brands with omnichannel capabilities?
Yes, very much. Analytics shows you the patterns of what customers do, when they do it, and on which channel. AI takes that data and predicts intent, suggests the right response, and even personalises it.
Together, they allow brands to manage resources better and give customers smoother experiences. That’s what makes omnichannel powerful.
Q. WhatsApp recently introduced features for businesses. How has this helped the platform become more attractive and is it transforming marketing?
WhatsApp is no longer just a messaging app. With features like catalogues, quick replies, and click-to-chat, businesses can run the whole customer journey inside chat. Customers like it because they already spend time there.
For brands, it means direct conversations, personalised campaigns, even product showcases, all in one place. For us, it’s important because we connect WhatsApp with SMS, email, and voice. That makes marketing less one-way and more conversational.
Q. Are AI-powered search tools becoming an alternative to Google? Does Tubelight Communications use these tools?
Yes, they are growing. Google is still huge, but AI-powered search works differently. At Tubelight Communications, we use AI tools to improve workflows and analytics. It’s not about replacing Google but making sure our clients get faster responses and smarter analytics.
Q. What is Tubelight Communications’ view on the Data Privacy Bill? How does it ensure that data privacy rights are not violated?
We see the Bill as a good move. Privacy is the base of trust. Without it, nothing works. Our platform is built with privacy in mind; consent-driven communication, encryption, and minimal data use.
We also follow standards like GDPR and run audits to stay compliant. The idea is simple: businesses should be able to grow without risking customer trust.
Q. Is helping brands build consumer trust a key focus area for Tubelight Communications? Is there a trust deficit in categories like BFSI?
Trust is everything. Especially in BFSI, healthcare, or government, a small slip or a wrong message can turn the tables and create doubts. Customers want secure, transparent, consent-driven communication.
For us, the point is to make customers feel protected before anything goes wrong. If they feel safe, they stick. We put in strong checks, authentication, and real monitoring so nothing slips. For us, it’s not just about solving problems after they happen; it’s about making sure people feel protected right from the first interaction. If that trust is there, loyalty naturally follows.
