In this Vendor Profile, IDC examines Infobip’s evolution from a global communications platform provider toward AI interaction orchestration, with AgentOS at the center of its strategy. The report explores how Infobip combines its global communications infrastructure with AI agents, customer data, journey orchestration, and human support to help businesses manage customer interactions across channels and systems. It also assesses the platform’s capabilities, competitive positioning, and opportunities for future growth.

This 451 Research report examines Infobip’s evolution from message delivery to agentic customer experience, highlighting how the company is combining its global communications infrastructure with AI-native software and network APIs.

Find out why Infobip was recognized as a Leader for the fourth time in the 2026 Gartner® Magic Quadrant™ for CPaaS, and positioned furthest for Vision for the second time.

Infobip has been named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard. According to the analyst firm, Infobip stands out for its wide network of mobile operator connections for RCS for Business and its extensive geographic reach, including being the first provider to launch RCS messaging across all major US telecom carriers.

This IDC PeerScape report provides insights into how CPaaS is successfully used in the hospitality and travel sector. It identifies the challenges and how to address them. A featured example discusses how Virgin Atlantic partnered with Infobip to leverage WhatsApp to encourage online check-in prior to airport arrival.  

Infobip has been named as a growth and innovation leader in the latest Frost Radar™: Communications Platform as a Service (CPaaS) report. According to Frost & Sullivan, Infobip stands out by enabling complex, cross-channel customer journey orchestration from one platform, and its ability to deliver superior customer experiences through its natively built technology platform, which supports businesses across all stages of the customer journey.

Infobip has been ranked as the number one Established Leader in the Mobile Messaging Fraud Prevention Market by analyst firm Juniper Research, scoring highest among 21 vendors based on capacity, capabilities, product offering and market positioning, according to Juniper Research.

Infobip has been awarded Frost & Sullivan’s 2025 Customer Value Leadership Recognition for its strong overall performance in the network API industry.

Omdia has ranked Infobip as a Leader in its CPaaS Universe report 2025 for the third time. Omdia recognizes Infobip as a leading CPaaS provider, delivering exceptional communication services to enterprises, developers, hyperscalers, partners, and telcos.

Infobip has been named a Leader in the IDC MarketScape: Worldwide Communications Platform as a Service (CPaaS) 2025 Vendor Assessment.

Customer experience in logistics depends on timely updates when shipments go off plan. Shippers need early warning while recipients need delivery options. Connecting shipment events to responsive support and practical automation can reduce avoidable contacts, repeat delivery attempts and uncertainty across the customer journey.

Key WhatsApp updates from Q3 2025 through October 2026, explained clearly for businesses looking to understand their practical impact.

SIP trunking and VoIP work together, not against each other. The guide shows where each fit into an effective voice ecosystem.

Infobip explains cloud customer experience management for enterprise CX teams. See how scale, native channels, failover, data, and AI fit together.

Evaluate the digital core banking platform customer experience distinction, plus the integration, scale and channel-delivery criteria banks should test. 

A small business CX platform should connect customers, orders, and channels, then automate routine work without losing context.

Discover the 10 best SIP trunk providers in 2026, based on global reach, reliability, pricing, and security. Find the provider that is the best fit for your unique requirements.

Develop a winning Conversational AI Strategy to enhance customer interactions, streamline operations, and drive business growth.

Discover how Viber marketing delivers engaging, personalized customer experiences through rich promotions, automated support, and secure notifications.

An AI customer experience platform can impress in a demo and still frustrate customers after launch. This guide covers five layers: data, orchestration, reasoning, channels, and measurement. Use them to check how context moves, where human support fits, and whether outcomes go beyond containment.