Infobip launches Viber Business Calls 

Manila, Philippines, 1 February, 2024 – Global cloud communications platform Infobip, has joined efforts with Rakuten Viber, a world leader in messaging platforms, to launch Viber Business Calls, a new communication channel that enables free personal user-to-business calls through an intuitive user experience. With the advent of voice calls within the Rakuten Viber app, businesses can solve advanced queries faster, and more effectively. Viber users can conveniently connect with their desired brands through their Rakuten Viber App. The new solution brings global brand accessibility with free calls from anywhere in the world. 

Viber Business Calls bypasses the lengthy process of setting up local numbers in every country where users are located. Organizations already using Rakuten Viber, including Viber Business Messages, can seamlessly integrate the ‘tap-to-call’ functionality into their existing setup, ensuring that the prominent call icon is displayed on their Viber Business Info Page. With just a couple of clicks, Rakuten Viber users can search, discover, and connect with organizations via free voice calls, facilitating personalized and efficient customer interactions with minimal effort. Additionally, users can initiate calls directly from chats with brands, making it easier to reach these companies on the go, ask for further information after service notifications, and more – enhancing their overall customer experience.  

Viber is a powerful communication tool for promotional, transactional and conversational messages that 8,500 businesses already use to connect with their customers regardless of where they are in the world, or in their purchasing journey. Real-time conversations between customers and agents are currently available via text messaging, enhanced by rich media including images, files, videos, and useful interactive buttons. With Viber Business Calls, customers can easily switch from typed-based chat, on Viber Business Messages, to voice calls when escalation is required, or in case of more sophisticated queries. Viber Business Calls enriches customer services and improves overall retention with accessible, audible calls directly through the app. 

We’re proud to offer voice calls in the Rakuten Viber app as a new channel alongside numerous other CPaaS applications and digital channels. By enriching the existing channels with this latest offering with Rakuten Viber, customers have access to the most diverse communications line-up available for conversational interaction. Offering this personalized approach to end-user resolutions not only improves customer satisfaction, but also results in faster resolutions, enabling brands to address more customers in a shorter amount of time.” 

Adrian Benić

Chief Product Officer at Infobip

Cristina Constandache, Chief Revenue Officer at Rakuten Viber said: “As the first on the market to offer such a product, our goal is clear: to provide a seamless communication experience between brands and users within the Rakuten Viber app. Viber Business Calls offer users the freedom to choose their preferred method of communication with a brand, whether through calling or messaging, and improve the global accessibility of brands. Together with Infobip, we let more brands effectively address customer queries in a convenient place and enhance the customer experience.

About Rakuten Viber  

Rakuten Viber connects people. No matter who they are or where they are from. The global user base has access to a range of features like one-on-one chats, video calls, group messaging, and updates and discussions with their favorite brands and celebrities. Rakuten Viber ensures users have a secure and free environment to share their emotions. Rakuten Viber is part of Rakuten Group, Inc., a world leader in e-commerce and financial services. 

For businesses, Rakuten Viber offers rich business messaging solutions (business messages, chatbots), display ads, branded stickers and lenses, and business calling solutions. All these tools help businesses to reach their customers at each stage of the customer journey.  

All private, group chats and private calls on Viber are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure. 

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
  • Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
  • Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
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Feb 1st, 2024
4 min read