Infobip, a global cloud communications platform company for businesses, strengthens its commitment to help drive growth and customer loyalty through its data-driven conversational journeys. This is powered via its enhanced array of Communications Platform-as-a-Service (CPaaS) solutions.
As the pandemic accelerates digital transformation across the globe, CPaaS quickly became one of the most valuable tools for the business landscape, said Infobip Chief Product Officer, Adrian Benić. This is in regards to Infobip being named as a Leader in the IDC Marketspace: Worldwide CPaaS 2021 Vendor Assessment. “Infobip is committed to staying ahead of the changing trends in the marketplace and will continue to add new capabilities to ensure our clients get the products they need for today and tomorrow’s digital era,” he added.
In a recent report, A Year of Disruption: Managing Increasing Complexities in Customer Service,Infobip noted how businesses across Asia faced enormous pressure to deliver great customer experience amid the pandemic. According to Charist Montenegro, Country Manager, Infobip Philippines, businesses in the country are still turning to digital tools that can help them reach their target customers, even while mobility restrictions remain in place.
Engaging customers through omnichannel solutions
To lead businesses in their adoption of omnichannel cloud communications solutions, Infobip expanded its range of customer touchpoints, the widest in the market, to engage customers as early as possible and throughout their journey.
As the company edges closer to an IPO in the US, Infobip recently acquired Anam, the number one SMS firewall service provider that offers solutions to more than 80 mobile network operators (MNOs) and services more than 606 million users across the world.
This strategic acquisition strengthens Infobip’s position as the first choice for MNOs, including those in the Philippines, through enhanced product and service offerings. Their combined product portfolio for MNOs represents an exceptional proposition to mobile operators that will also vastly benefit subscribers. This includes best-in-class SMS Firewall; SMS Hubs; SMS Center (SMSC) functions; CPaaS; Rich Content Services (RCS); and Authentication & Verification.
“The addition of Anam’s service offerings allows Infobip to better equip our telecommunications partners in the Philippines, further enabling them to connect with their customers seamlessly and efficiently,” added Montenegro. Latest data from the Digital 2021 report of We Are Social and Hootsuite showed that there were 152.4 million mobile connections in the Philippines in January 2021. This number represents 138.2% of the country’s population as many Filipinos have more than one mobile connection.
Infobip also integrated Google’s Business Messages – a mobile conversational channel that enables customers to engage with brands directly through Google Search and Maps – into its CPaaS offerings. This channel instantly reaches customers to enable discovery and satisfy intent as quickly as possible. The addition of Google’s Business Messages to the Infobip platform gives brands a private messaging choice, enabling them to manage communication with their customers directly. As this is done within a browsing session, it removes friction associated with the need to seek alternative engagement channels.
Moreover, Infobip also now offers its full CPaaS solutions on Microsoft Azure, thereby, extending its enterprise customer base globally; particularly in the finance, eCommerce and retail sectors. The Azure deployment is the latest step for Infobip’s technology collaboration with Microsoft. This includes Infobip adding its omnichannel capability to Microsoft’s platforms for the benefit of all enterprise and B2B customers seeking easy-to-scale customer engagement and customer service solutions. The functions available now span across contact centers, marketing, security, and authentication services.
The global availability of these solutions is part of Infobip’s end-to-end CPaaS expansive offerings that considerably diverse, wide-ranging in their uses, and intuitively functional. Among the advanced capabilities included are chatbots, assisted conversations, unified customer data, cloud contact centers, automated campaigns, authentication and security solutions.
