London UK and Vodnjan, Istria, Croatia – 25th May 2021: Global cloud communications company Infobip today announced that its full range of CPaaS solutions are available for Mobile Virtual Network Operators (MVNOs). The offering comes in a bid to ensure all telco providers can provide an exceptional customer experience while lowering operational costs. Next Mobile in Poland is already realizing the benefits of Infobip’s partnership in delivering exceptional service and a smooth online experience across multiple channels.
With over a decade of experience working with telecoms, Infobip’s MVNO offering, which launched this month, will help tackle the key pain points this segment of operators face; notably how to ensure 24/7 support is available, being able to communicate with customers across the entire journey, and to reduce costs.
Many operators are facing an increase in online customer queries due to reduced in-person operations driven by the pandemic. To manage this influx, Infobip is offering MVNOs a range of automation features through its cloud contact center solution, Conversations, and chatbot-building platform, Answers. Operators can use automation to answer more simple enquiries via LiveChat, WhatsApp, or Facebook Messenger, for example, payment requests, account balances, and tariff changes. Then for those customer care issues where a more complex response is needed, Infobip’s solutions offer a seamless transfer from bot to agent.
Its customer engagement hub, Moments, is also available for MVNOs to use a self-service interface for sending timely, personalized promotions across the largest range of programmable channels including SMS, voice, RCS, email, and chat apps. It can also help streamline the online registration process for new customers.
Director of Operator Strategy and Partnerships, Mijo Soldin, comments: “MVNOs have excelled at differentiating from the MNO market – offering competitive prices and having the agility and flexibility to address the specific needs of niche markets. But customer service expectations are rising, and price alone is no longer enough to stand out. Now, MVNOs must focus on delivering a competitive CX, as well as being affordable.”
Next Mobile in Poland has partnered with Infobip to offer in-house customer support via a single platform. Infobip’s Conversations solution provides one place to handle conversations across multiple channels. This is especially important as the MVNO looks to move from voice-only support to channels like WhatsApp and Facebook Messenger, where the process can be automated.
CEO of Next Mobile, Rafał Kozłowski comments “Infobip’s Conversations solution has everything we need: one platform to manage every customer service channel with ease and convenience. It also gives us a clearer view of customer satisfaction, so we can ensure the experience is as positive as possible across the entire customer journey.”
Soldin concludes: “As communications service providers, MVNOs know how much people prioritize being able to reach each other. Their expectations of customer service are the same. They crave a frictionless, on-demand experience – and they want to be able to access services on whichever channel they’re using. We’re excited to work with MVNOs across the globe to ensure these expectations are not only met, but exceeded.”
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact center solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way.
With over a decade of industry experience, Infobip has expanded to include 65+ offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected to over 650 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.
Recent award wins include:
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards
About Next Mobile
Next Mobile originates from the Globitel group and has many years of experience in providing innovative telecommunications solutions for business.
- Next Mobile offers unique service that enables the client to create a mobile network.under its own brand. At this moment Next Mobile provides telecommunication solution for Viva Mobile (NGO) and Pogoń Mobile (football club).
- The company provides IOT/M2M services, which enables mutual communication in real time with M2M devices such as electricity smart meters, payment terminals or tachometers – regardless of their location.
- Next Mobile offers also voice and bulk SMS termination, anti-fraud systems, virtual mobile numbers, leased telecom lines and telecom infrastructure development.