Yellow.ai and Infobip partner to elevate conversational experience globally with Gen AI-powered customer support automation

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KUALA LUMPUR, Malaysia, Jan 24, 2024: Yellow.ai, a global leader in generative AI-powered customer service automation, today announced its strategic partnership with global cloud communications platform Infobip to enable enterprises with AI-powered customer support and deliver elevated customer experiences. The collaboration aims to establish a strong global synergy by leveraging combined capabilities in voice automation, CPaaS, and generative AI solutions, intending to expand market presence across North America, Europe, India, the Middle East, and Asia-Pacific markets.

By integrating proficiencies, Yellow.ai and Infobip will engage in building an end-to-end voice solution to address the increasing demand for humanized and personalized voice conversations. As part of the partnership, Yellow.ai will power its CPaaS solutions across channels such as WhatsApp, SMS, and email through Infobip’s platform to create seamless conversational experiences. Additionally, the focus will revolve around harnessing Yellow.ai’s advanced generative AI capabilities, which have already demonstrated success by deploying over 100 gen AI-powered bots within just three months for customers such as Pelago by Singapore Airlines, Oona Insurance, leading Indian NBFC companies, and the largest US housekeeping brand.

“At Yellow.ai, we’ve consistently aimed to leverage our partner ecosystem’s synergies to drive business outcomes for our customers. Our collaboration with Infobip will strengthen our presence in existing markets and aid in devising robust go-to-market strategies for new regions such as Europe. Infobip’s expertise in creating connected experiences, coupled with our generative AI-powered customer service automation solutions, will undoubtedly empower enterprises to offer more intuitive, and personalized experiences, creating memorable conversations with their customers,” said Rashid Khan, CPO & Co-founder, Yellow.ai.

Harsha Solanki, VP GM Asia, Infobip, said, “We are committed to empowering businesses by providing them with innovative solutions to facilitate end-to-end conversational customer journeys. This strategic partnership with Yellow.ai further aims to create value for brands. Together, we will enable them to establish reliable, secure, and swift connections with their existing and new customers across geographies over their preferred communication channels. Leveraging our combined omnichannel capabilities and Gen AI-powered technologies, we will not only enhance customer journeys but also boost conversion rates, drive sales, and improve customer loyalty.”

The partnership will target industries including retail and consumer electronics, BFSI, telecommunications, utilities, and healthcare. By jointly coordinating go-to-market strategies and customer success initiatives, Yellow.ai and Infobip are dedicated to driving ROI impact at scale for their customers globally. While the partnership initially emphasizes expanding business through existing product suites, both companies plan to collaborate on product ideation and development in the long term.

About Yellow.ai

Yellow.ai empowers enterprises to create memorable customer conversations through our generative AI-powered customer service automation platform. Our vision is to drive toward the future of fully autonomous customer support that unlocks unparalleled efficiency and significantly reduces operational costs. Headquartered in San Mateo, Yellow.ai serves over 1000 enterprises, including Sony, Domino’s, Hyundai, Volkswagen, ITC Ltd, OYO, Skoda Auto, Asian Paints, Sephora, Tiket.com, Bank of Maldives, and UnionBank, across 85+ countries. Our platform is built on multi-LLM architecture and continuously trained on 16B+ conversations annually, enabling businesses to deliver elevated experiences and build lasting customer relationships. Founded in 2016 with offices across six countries, Yellow.ai has raised over $102 million from blue-chip investors.

Visit us at https://yellow.ai/

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)

Infobip ranked No.1 in Metrigy’s inaugural CPaaS MetriRank report

• Infobip is ahead of all competitors among the global top ten
• Customer obsession paying off as Infobip achieves maximum score for customer sentiment

Vodnjan, Croatia, January 16, 2024 – Global cloud communications platform Infobip has been ranked as the number one Communications Platform as a Service (CPaaS) provider in analyst firm Metrigy’s first CPaaS MetriRank report. The report identifies the top ten players in the global CPaaS market, assessed against criteria that include market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

Infobip was ranked ahead of competitors after receiving the maximum score for customer sentiment, customer business success, and product mix. The firm was the only provider to achieve the maximum score for customer sentiment. Metrigy’s customer sentiment and customer business success scores are based on feedback from its annual survey of 1,695 companies across North America, Europe, and Asia Pacific.

Diane Myers, principal analyst responsible for Metrigy’s MetriRank reports, said: “Infobip is the leader in our first CPaaS MetriRank report, number two in market share, and the highest product mix and customer sentiment ratings. With a stronghold in Europe, over the past two years, Infobip has extended its global reach and capabilities through key acquisitions.”

“Our recognition by Metrigy as the number one CPaaS provider globally demonstrates the breadth and depth of our capabilities alongside our relentless focus on our customers – evidenced by our maximum score for customer sentiment. Moreover, as Metrigy notes, artificial intelligence is becoming more critical in the market, and we have made significant investments to provide innovative AI-powered products and services to meet our customer’s evolving business needs. With the CPaaS market forecast to grow to $16.1 billion by 2027, according to Metrigy, we are continuing to innovate to remain the leading full-stack omnichannel communications platform for every platform.”

Silvio Kutić

CEO at Infobip

View the full report at Infobip takes top spot in Metrigy CPaaS MetriRank report

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 75+ 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)
Jan 16th, 2024
3 min read

Omdia ranks Infobip a Leader in the CPaaS Universe report for second year

• Infobip is equal leader across three of 12 categories with an overall score of 88%
• The global communications platform scores highest for connectivity services, geographic coverage, partnerships, and ecosystem, among others

Vodnjan, Croatia, December 12, 2023 – Global cloud communications platform Infobip has been named a Leader in the CPaaS market by tech research group Omdia for the second year. Omdia has again named Infobip a leader in its latest Omdia Universe: CPaaS Platform Providers 2023-24 after its inclusion as a leader in last year’s report.

The Omdia Universe: CPaaS Platform Providers report is a comprehensive analysis of the Communication Platform as a Service market, which draws on the firm’s forecasting and enterprise insights survey data. The report provides a forward-looking matrix of capabilities, attributes, and features considered to be market priority.

This year, Infobip is a leader or equal leader for three of the 12 categories scored in the Omdia Universe, scoring a minimum of 10 points above the average for all but three categories. Its highest scores are in connectivity services, geographic coverage, partnerships and ecosystem, APIs, value-added services and solutions, and go-to-market strategy – where Infobip scores a minimum of 20 points above the average.

Overall, Infobip comes out equal second on the solution capability leader board with an overall score of 88%. It also scores an average of 83.9% across strategy and innovation, market momentum, and vendor execution.

Pamela Clark-Dickson, Principal Analyst at Omdia, said: “Our scores indicate that Infobip is a consistently high performer in terms of the services it delivers, how it delivers them, and its ability to effectively iterate its platform in line with prevailing market trends and evolving technology.

“The size and reach of Infobip’s communications network and its global presence positions the firm well to offer CPaaS and adjacent offerings to large enterprises and multinationals globally. These qualities also provide the foundation for Infobip to penetrate the potentially lucrative market segments of platforms and hyper scalers with its co-creation offering, CPaaS X.”

Business-to-consumer communication is ever-changing. Cloud infrastructure, conversational chat apps, and generative AI now allow conversations between businesses and consumers, enriching customer experiences and consolidating disparate customer journeys into one seamless experience. A market-leading global communications platform is essential to help businesses meet evolving customer expectations over a range of channels such as chat apps and Rich Communication Services. Such services enable businesses to elevate engagement and reach customers in powerful new ways. That’s why we’re delighted to be named a leader in the CPaaS universe by Omdia for the second year running and we will continue to innovate to ensure we are the global communications platform for every platform.”

Adrian Benić

Chief Product Officer at Infobip

Read the full report here.

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 75+ 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 named a Leader in the Omdia CPaaS Universe Report (Nov 2023)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
  • Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
Dec 12th, 2023
3 min read

Infobip unveils AI Hub for AI-driven conversational customer experiences  

· AI Hub enables businesses to build the conversational customer experiences that solve business problems and generate results
· Infobip now integrates advanced analytics and generative AI within its rich SaaS portfolio to provide a comprehensive platform for digital transformations and conversational experiences
 

Vodnjan, Croatia, December 06 2023 – Global cloud communications platform Infobip has launched AI Hub, a comprehensive artificial intelligence (AI) overhaul of its platform to help businesses to create seamless end-to-end conversational experiences across the whole customer journey.

Integrating advanced analytics, AI, and generative AI features with Infobip’s core Software-as-a-Service (SaaS) portfolio, AI Hub supports digital transformation. It enables businesses and brands to build end-to-end conversational customer journeys, enhancing customer engagement whether for marketing, sales or support and driving business growth with minimal effort and no coding knowledge.

In launching Infobip AI Hub, the global cloud communications platform collaborated with Microsoft to develop new ways of integrating generative AI within its customer engagement suite and offer even more conversational experiences to consumers. Infobip integrated OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service into its Infobip AI Hub to help ensure that Infobip-used language models are secure, isolated from the outside world and no end customers’ data is exposed to potential security threats.

Becoming a conversational ecosystem

Enhancing Infobip’s global communications platform, AI Hub enables organizations to create tailored customer experiences with the help of generative AI and advanced analytics to drive conversational transformation for their customers. Brands can build journeys across the full range of customer experiences, whether for support, marketing, or sales.

With Infobip AI Hub businesses can, for instance:

  • Use an AI copilot to help navigate the platform and fulfil an automate workflow for tasks, such as customer journey generation, right marketing campaign development, which will enable brands to increase conversions, sales or reduce costs by creating an optimized end-to-end customer engagement journey using GenAI e.g., purchasing flows where it’s possible to re-engage the consumer over chat channels to keep bringing them back into purchasing flows
  • Create the right campaigns across social media channels and email campaigns to promote products using generative AI to create the draft copy and visuals
  • Ensure customer loyalty through a smart nurture program, with advanced analytics, customer behavior, and sentiment tracking plus churn prediction
  • Leverage AI client insights, giving detailed insights on their profile and predicting next action
  • Assist agents by providing AI analyzed insights, previous call summaries and suggested replies
  • Create conversational experiences in chatbots with virtual agents, trained and constrained on the specific client datasets

Businesses and brands can use AI Hub as a full stack or component products to complement other tools, such as Salesforce, HubSpot, and more. The launch supports Infobip’s strategy of becoming a conversational ecosystem that enables digital transformation in the conversational age. Infobip recently helped digital insurance business LAQO create 24/7 customer support through a GPT-enabled chatbot providing fast, accessible, and personalised responses to customer queries. The chatbot frees customer agent time to focus on more complex issues and offers scalable customer service.

The customer journey is evolving from a fragmented experience across multiple channels to a conversational experience in one place. Cloud infrastructure, conversational chat apps and generative AI now allow conversations between businesses and consumers, enriching customer experiences and consolidating disparate customer journeys into one seamless experience. To facilitate this transition, we have launched AI Hub, which provides an end-to-end platform across the full customer journey integrating and upgrading current Infobip SaaS solutions with AI and connecting marketing, with sales and support.”

Silvio Kutić

Chief Executive Officer at Infobip

In September 2023, Infobip was recognised for its ability to execute and completeness of vision in the first Magic Quadrant™ for the Communications Platform as a Service (CPaaS) market.

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 75+ 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 named a Leader in the Omdia CPaaS Universe Report (Nov 2023)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
  • Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
Dec 6th, 2023
4 min read

Conversational customer communications dominate Black Friday and Cyber Monday

·        Record year-on-year growth in Black Friday and Cyber Monday messaging interactions on Infobip’s platform
·        Data highlights the importance of conversational customer experiences to boost engagement

Vodnjan, Croatia: December 1st, 2023 – New data from global communications platform Infobip shows the dominance of conversational experiences, mostly messaging, for customer communications during Black Friday and Cyber Monday this year. Overall, the platform saw record levels of communications interactions, reaching 2.7bn on Black Friday and 2.5bn on Cyber Monday, compared to 2.4bn and 2.1bn last year.

Infobip’s analysis shows a 210% increase in mobile app messaging interactions on Black Friday and a 223% increase on Cyber Monday compared to a typical November day. Meanwhile, multimedia messaging (MMS) interactions increased by 178% on Black Friday and 167% on Cyber Monday compared to a typical day.

ChannelBlack Friday (% increase vs a typical day in Nov ‘23)Cyber Monday (% increase vs a typical day in Nov ‘23)
Mobile app messaging210%223%
MMS178%167%
SMS92%76%
Chat apps21%10%

Showing the increasing popularity of rich communications during the discount days, RCS interactions jumped two-fold on Black Friday and five-fold on Cyber Monday this year compared to the same days last year. Overall, Black Friday interactions were up 98% compared to an average day in November – against 48% last year. Cyber Monday interactions increased by 77% compared to an average day in the same month – where Infobip recorded 44% last year.

Black Friday and Cyber Monday offer retailers and e-commerce brands a significant opportunity to gain sales. While these days remain as popular as ever, consumers are changing how they want to interact with businesses. So, to stand out and drive sales, retailers and e-commerce companies must adopt a conversational strategy and offer interactive and two-way communications with their customers through their preferred channel. Supported by a market-leading global cloud communications platform, conversational chat apps and generative AI, we were able to help our clients create seamless experiences for their customers and boost engagement and sales this Black Friday and Cyber Monday.

Ivan Ostojić

Chief Business Officer at Infobip

Infobip has recently been named a Leader in the Communications Platform as a Service (CPaaS) market by analyst firm Gartner. In the first Gartner Magic Quadrant for CPaaS, Infobip is recognized as a Leader for its overall completeness of vision and ability to execute.¹

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 75+ 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 named a Leader in the Omdia CPaaS Universe Report (Nov 2023)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
  • Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)

¹Gartner, “Magic Quadrant for Communications Platform as a Service (CPaaS)” by Lisa Unden-Farboud and Ajit Patankar, September 2023

Dec 1st, 2023
3 min read

Infobip partners with mobile network operators to launch Camara-compliant APIs in Brazil

·        The collaboration is part of Infobip’s Communications Platform as a Service (CPaaS) enablement solution, helping telcos monetise mature and emerging services more efficiently.
·        By launching with three MNOs, Infobip covers the entire Brazilian market, offering a complete solution for enterprises applicable to their entire user base.

Vodnjan, Croatia, 29 November 2023 – Global communications platform Infobip has partnered with three mobile network operators (MNOs) to launch the first Camara-compliant Network APIs in Brazil – under the GSMA Open Gateway initiative. The collaboration is part of Infobip’s CPaaS enablement solution for telcos that allows them to easily launch and monetise their emerging services, such as their core network capabilities being exposed through Camara APIs.

Infobip partners with mobile network operators to launch Camara-compliant APIs in Brazil

Infobip is collaborating with Brazilian MNOs Claro, TIM Brasil, and Vivo (Telefonica Brasil) to offer the first Camara-compliant Number Verify, SIM Swap and Device Location APIs. Number Verify, the first of these APIs, aims to combat identity fraud by verifying the possession of end-user’s mobile phone number with the mobile network operator’s data connection. This collaboration is made possible by Infobip’s Open Gateway channel partner status, which enables brands and developers to integrate Camara-compliant APIs through one single point of access, Infobip’s cloud communications platform.

Open Gateway is a GSMA-led telco industry initiative that transforms telecommunications networks into standardised platforms exposed to developers, based on a framework of APIs designed to provide digital services like Device Status, Device Location, Number Verification, and Quality on Demand. The initiative enables developers to break into new markets while customers benefit from new services and functionality.

Leonardo Siqueira, Data Monetisation Director at TIM Brasil, said: “Our mission is to create a safer and more protected socio-economic environment. The development of these solutions rests on the strong assumption that through channel partners like Infobip, the expansion of this initiative will be fast and effective across various corporate ecosystems, leveraging opportunities and addressing diverse challenges.”

Debora Bortolasi, B2B Executive Director at Vivo, said: “The Open Gateway initiative is a milestone in the transformation of the telecommunications sector, with a positive impact on several industries in the market, as it enables the conversion of communications networks into programmable digital platforms through global and standardized APIs, benefiting a large digital ecosystem from startups to large companies.”

Mijo Soldin, VP of Telecom Strategy at Infobip, said: “This collaboration demonstrates Infobip’s global market-leading CPaaS position, our strong developer relations alongside our history of strategic telco collaborations. All are essential to increase the potential for a successful collaboration and faster time to revenue. The launch of the Camara-compliant API in Brazil marks an important step for Infobip, helping to democratize the messaging ecosystem globally, hand in hand with telcos. As an innovative company and Open Gateway channel partner, we will continue to build and offer additional Camara-compliant APIs, working closely with our telco partners to expose customer experience-friendly APIs to developers.”

Market-leading CPaaS enablement solution

Integrating Camara-compliant network APIs is one of the key steps in building the Infobip’s CPaaS enablement solution for telecoms, together with its SMS Messaging Hub and RCS MaaP building blocks. Infobip’s CPaaS enablement solution, combined with the company’s strong connections with mobile network operators and the developer community, empowers telcos to simplify monetising CPaaS opportunities in a more unified way. RCS MaaP can be used by operators to enable and monetise A2P RCS traffic via the Google platform.

Infobip has recently been named a Leader in the Communications Platform as a Service (CPaaS) market by analyst firm Gartner. In the first Gartner Magic Quadrant for CPaaS, Infobip is recognized as a Leader for its overall completeness of vision and ability to execute.¹

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 75+ 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 named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
• Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)

¹Gartner, “Magic Quadrant for Communications Platform as a Service (CPaaS)” by Lisa Unden-Farboud and Ajit Patankar, September 2023

Nov 29th, 2023
4 min read

Infobip helps businesses boost conversions with end-to-end purchase journeys on WhatsApp

The newest features of WhatsApp Business Platform with Infobip help brands improve the customer experience and drive leads, conversions, and sales
 

Vodnjan, Croatia, October 25, 2023 – Global cloud communications platform Infobip now enables businesses to design and implement end-to-end customer purchase journeys within WhatsApp. Using the latest features in the WhatsApp Business Platform with Infobip, businesses can build pathways for customers to complete tasks and make purchases without leaving the app, improving the experience, and increasing conversions.

Before, businesses using WhatsApp had to redirect customers outside the app to external websites, support services or payment gateways to find information, contact agents, and make purchases. Fragmented customer journeys add friction, create inconsistent experiences, and increase cart abandonment.

With WhatsApp Flows and Payments, businesses can create flexible, customised, and streamlined end-to-end purchase journeys where customers can make bookings or complete purchases all within a WhatsApp chat thread. By doing so, brands improve customer satisfaction and experience, while increasing retention, and conversions. Use cases include lead generation, recommending products, booking appointments, managing orders, and in-thread payments.

Mr. Sanjay Arora – Executive Vice President & Head of Operations at Tata AIA Life Insurance, said: “With time now being measured in a jiffy, and convenience being the most important parameter across all digital platforms, Payments on WhatsApp, with minimal processing steps, and upfront confirmation of policy payments, was much needed to boost consumer confidence and satisfaction. Prior to the Payment on WhatsApp service, consumers would need to go through several steps including, log in to a mobile app, authentication process, and payment gateway processing, while with payments on WhatsApp, these steps are eliminated. In the first three months of the launch of this service, approximately 3000 customers successfully paid around Rs. 40 million for renewal. Our tech partner Infobip provided incredible support in integrating payments on WhatsApp Pay into the TATA AIA Life Insurance payment system. It’s been a resounding success, and our consumers couldn’t be any happier. Team dedication and expertise made this integration a breeze. The impact on our operations and customer satisfaction has been remarkable – the convenience and security of payments on WhatsApp have won over our customers, leading to increased sales and loyalty.”

This is part of Infobip’s strategy to enable businesses to seamlessly build end-to-end conversational customer journeys with the full support of our professional services, which include building data flows, developing and creating custom use cases, and monitoring. It follows Infobip’s launch of click-to-chat advanced analytics last month, which combines ads from Facebook or Instagram with WhatsApp, Messenger, or Instagram direct messaging to increase conversions and return on ad spend.

Customers want richer, more conversational experiences with a business or brand on the channels they use with their family and friends. By removing the need to jump between different apps and websites, one-to-one purchase journeys in the WhatsApp Business Platform with Infobip help create value for businesses and their customers. With our enhanced professional services offering, we can help brands easily integrate Flows and Payments into their existing workflows and payment gateways.”

Ben Lewis

Vice President of Marketing & Growth at Infobip

WhatsApp Flows are available globally, while Payments are currently available in Brazil and India. For more information, see here: /whatsapp-business/features

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 center 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 75+ 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 named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
• Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
• Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
• 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

Oct 25th, 2023
4 min read

Infobip and Blue Join Forces to Modernize Customer Experiences in Hong Kong with Innovative Chatbot Solutions

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Hong Kong, 18 October 2023 – Infobip, a leading global cloud communications platform, today announced a strategic collaboration with Blue, the first digital life insurer in Hong Kong. Blue will utilise Infobip’s chatbot and omnichannel solutions to enhance digital customer experience, enabling Blue to provide its customers with simple, flexible and valuable insurance solutions.

Over the past six months, Blue has leveraged Infobip’s Answers and Conversations solutions to optimize lead generation, provide enhanced digital self-service capabilities, and streamline operations. Building on the collaboration, Blue also recently introduced a new service via its chatbot that enables real-time product information and promotions on its website’s live chat and through WhatsApp. By integrating Infobip’s Answers, Blue’s customers can now engage in personalized conversations with Blue’s chatbot and receive instant access to tailored product information and promotions.

Driving Exponential Growth and Customer-Centric Innovation

Since its inception in 2018, Blue has been dedicated to harnessing technology to deliver insurance solutions that are simple, flexible, and valuable. Blue’s exceptional growth within the insurance industry is testament to its commitment to innovation and customer-centric strategies. With Annualized Premium Equivalent (APE) for the first half of 2023 nearly tripling compared to the same period last year, and the New Business Value (VNB) for the first quarter of 2023 rising by over 60%, Blue has established itself as a dynamic and forward-thinking company.

Seamlessly integrating into Blue’s customer acquisition and onboarding process, Infobip’s solutions have resulted in a significant expansion of Blue’s customer reach and engagement, doubling its previous metrics in just six months.

Charles Hung, CEO and Executive Director of Blue, commented, “Blue has been disrupting the traditional insurance market by unveiling a series of innovative, market-first insurance products and services. Infobip’s intuitive interface empowers our team to effortlessly manage and customize automation, optimizing our marketing efforts. The dedicated support provides valuable insights, aligning automation strategies with our objectives. Through seamless integration, we’ve strengthened engagement and streamlined operations, which empowers us to continually enhance our services, ensuring the best experience for our valued customers.”

Elevating Customer Engagement with Advanced Chatbots and Omnichannel Solutions

Infobip’s Answers solution enables Blue to build, test, and deploy highly customized chatbots without requiring coding skills. In addition to providing bespoke recommendations, Blue’s chatbot also seamlessly supports customers throughout their application journey, automatically assigning customer inquiries to Blue’s customer service representatives, thereby improving both customer experience and operational efficiency.

Blue also benefits from Infobip’s Conversations solution, a cloud-based contact center that facilitates contextual conversations with customers. By combining Conversations with Answers, Blue can create chatbots for different communication channels and automate instant responses to frequently asked questions, enabling Blue’s customer service representatives to focus on resolving more complex inquiries.

Partnering for Future Success

Dorothy Cheng, Business Lead at Infobip APAC, said, “We are delighted to partner with Blue and contribute to their remarkable business growth. The collaboration has been highly rewarding, and we value the opportunity to provide innovative solutions that enhance their customer experiences. We look forward to continuing this collaboration and delivering excellent services that drive their success in the dynamic insurance industry. Together, we will continue to shape the future of customer engagement.”

The collaboration between Infobip and Blue signifies a shared commitment to innovation and customer-centricity. Together, the companies are transforming the insurance industry by leveraging cutting-edge solutions that enhance customer engagement, streamline operations, and drive business growth.

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 center 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 75+ 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 named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
  • Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
  • 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 Blue

Blue is the first digital life insurer in Hong Kong. It is a joint venture between Hillhouse Capital, a leading investment management firm with extensive investment experience, and Tencent Holdings Limited, a leading Internet value added services provider. Blue focuses on providing simple, flexible and valuable insurance solutions through online channels. It is committed to making people’s lives easier by empowering them to take charge of their own protection. For more information, please visit www.blue.com.hk.

Infobip and MoEngage Partner to Create Conversational Experience with AI-powered Omnichannel Capabilities

Leveraging Infobip’s global reach spanning seven billion mobile devices across six continents, MoEngage can enable an effective communication experience

Vodnjan, Croatia, October 17th, 2023 – Global cloud communications platform, Infobip, has announced its strategic partnership with MoEngage. This collaboration aims to co-create a seamless conversational experience, boost customer engagement, and develop a robust brand presence through unified and AI-powered omnichannel communication. Through this partnership Infobip will now be part of the MoEngage Catalyst Partner Program that aims at helping brands scale at speed.

Infobip’s extensive global reach, spanning 75+ offices across six continents, connecting 7 billion mobile devices through 800+ telecom networks, and 42 Data Centers will empower MoEngage to facilitate easy cross-border interactions among customers and partners. Furthermore, MoEngage gains the capability to seamlessly integrate direct customer access across multiple channels, thereby reducing operational loads and enhancing overall communication experience significantly.

By combining the proficiencies, Infobip and MoEngage will enable brands to offer customer engagement on popular messaging channels like RCS, SMS, and WhatsApp. Also, businesses can utilize the combined domain expertise and technological prowess of Infobip and MoEngage to create communication solutions tailored to industry-specific needs.

“At MoEngage, we pride ourselves on empowering consumer brands to drive truly omnichannel experiences tailored to end-user preferences. By onboarding Infobip to our growing partner ecosystem, we hope to provide our customers with a seamless and unified offering that cuts across channels like WhatsApp, SMS, and RCS, among others. Infobip’s expertise in building connected experiences combined with MoEngage’s advanced analytics, AI-powered campaign optimization, and hyper-personalization abilities will enable brands to provide seamless, conversational experiences that drive ROI impact. We are really excited about this partnership and the potential it has in creating memorable brand experiences that keep consumers coming back for more.” said Raviteja Dodda, Founder & CEO at MoEngage® Inc.

Our vision is to be one communication platform that will be in the center of interactions between enterprises and their clients. Our partnership with MoEngage is a perfect combination of tools that help enterprises today to understand their customers, and as a result, engage them in a personalized way. This leads to customer satisfaction, and as an outcome, to loyalty.”

Veselin Vuković

VP of Strategic Alliances & Partnerships at Infobip

Veselin added: “By combining our cutting-edge CPaaS offerings with MoEngage’ s insights-led customer engagement platform, we are set to deliver a comprehensive solution that unifies communications across diverse channels, seamlessly integrating SMS, WhatsApp, RCS and other communication channels, to provide a personalized omnichannel experience. This partnership underscores our commitment to providing businesses with innovative tools to create stronger connections, drive hyper-personalized and meaningful engagement with their customers, apart from reinforcing how Infobip is paving its path of becoming one communications platform for all platforms.”

About MoEngage

MoEngage is an insights-led customer engagement platform trusted by more than 1,200 global consumer brands such as Ally Financial, McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, Travelodge, and more. MoEngage empowers marketers and product owners with insights into customer behavior and the ability to act on those insights to engage customers across the web, mobile, email, social, and messaging channels. Consumer brands across 35 countries use MoEngage to craft digital experiences for over 1 billion customers every month. MoEngage is named one of the most preferred vendors for multichannel marketing as rated by customers, with high recognition across G2. To learn more, visit www.moengage.com.

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 center 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 75+ 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 named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
• Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
• Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
• 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

Oct 17th, 2023
4 min read

Infobip identifies five key fraudulent trends impacting the messaging ecosystem

New report outlines the five common security challenges impacting mobile users and the steps enterprises and MNOs can take to combat them

Vodnjan, Croatia, October 10, 2023 – Global cloud communications platform Infobip has identified five common frauds impacting mobile users in the messaging ecosystem. Infobip explains the security challenges enterprises and mobile network operators (MNOs) face in the application-to-person (A2P) messaging ecosystem. The company also explains its role as a co-guardian of the A2P ecosystem with MNOs, helping protect brands and mobile users with its firewall.

With more and more brand-to-consumer interactions moving to digital channels, ensuring the security and privacy of this communication is vital to deliver a great customer experience. But, while the A2P market will grow to $29 billion by 2024, fraud and the revenues lost to fraud are also increasing. So, now more than ever, all organizations in the A2P ecosystem must protect mobile users and consumers by providing secure communication. 

Infobip, which operates a state-of-the-art omnichannel firewall, has identified five critical security challenges MNOs and enterprises need to tackle:

  • Artificially inflated traffic: Artificial inflation of traffic fraud uses bots to generate one-time PIN requests to generate undue costs and financially benefit the fraudster
  • Flubot: spreading like flu, flubot starts with a fraudulent link leading users to a malicious site to download an app or security update, which infects a phone with malware
  • Smishing: SMS phishing, or smishing, is where fraudsters deceive consumers into revealing sensitive data which is misused. It costs consumers $10.1bn, according to RoboKiller 
  • Grey routes: routes that bypass MNO’s charging systems to deliver messages to end users, costing MNOs revenue and leaving mobile users unprotected from security and privacy risks 
  • Spam: unsolicited messages have been plaguing mobile users and consumers for some time 

Cédric Gonin, VP Global Business Support at Orange International Carriers, said: “As a leading connectivity wholesaler catering to the needs of operators and content providers globally, Orange International Carriers has been securing its customers’ and partners’ international voice and messaging traffic for decades. And we’ve witnessed a steady increase in the number of attacks over the years, with fraudsters getting smarter and new types of fraud emerging, causing financial and reputational losses to telcos and businesses but also emotional distress for the end-user. Orange and Infobip/Anam therefore took advantage of their joint expertise in telecommunications security to develop a robust A2P SMS protect solution, which identifies current and emerging risks, and proactively safeguards telcos, businesses, and end-users on most channels.”

In the interest of safeguarding consumers, Infobip advises Mobile Network Operators (MNOs) to collaborate with reputable Messaging providers. These providers should have direct relationships with the major brands and have integrated top-notch firewall solutions into their networks, ensuring the security and integrity of the A2P messaging ecosystem. This proactive approach not only protects consumers but also fosters a stronger, more secure digital environment. Infobip also calls for regulatory change to remove the restrictions on MNOs using particular modules like content analysis to protect the end users from different fraud scenarios, particularly in Europe. Content analysis is crucial for improving security standards while maintaining high privacy norms. For Enterprises, Infobip recommends using Messaging providers who have direct connections with MNO’s, protecting consumers security and privacy  through established communications platforms with global infrastructure.

As the largest player in the SMS firewall market, we take our responsibility to protect MNO, enterprises, and consumers seriously. But we are all co-guardians of the A2P messaging ecosystem. While fraudsters are becoming ever more sophisticated, we can reduce AP2 fraud with a combined effort from all involved. The system is only as strong as its weakest link, so MNOs and enterprises should invest in their security and adopt the latest technology to combat fraudsters and protect their customers and business. That is why we have developed features like data anonymization, where our firewall separates sensitive customer data from the content, so customer’s privacy can’t be compromised.

Matija Razem

Vice President of Business Development at Infobip

Infobip has been voted the number one SMS Firewall for four years straight, as voted by MNOs. Its Anam Protect firewall helps protect some 120 MNOs networks and safeguards 1.2 billion mobile users combined with MNOs as co-guardians of the messaging ecosystem. Infobip processes around 63 billion transactions over its firewall solutions and blocks more than one billion fraudulent messages monthly every month. Infobip has more than 800 direct connections to mobile network operators, enabling higher security and quality connectivity for its customers. Apart from its SMS Firewall, Infobip has officialy launched Signals as part of its telco security portfolio, which stands out by using advanced technologies like machine learning to precisely detect and block fraudulent traffic precisely.

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 center 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 75+ 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 named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
• Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
• Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
• 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

Oct 10th, 2023
5 min read