As part of its ongoing mission to instigate change and enhance experiences, Infobip, a global cloud communications platform company for customer engagement and leader in CPaaS solutions, signed a Memorandum of Understanding with Al Aman Fund, a Jordanian organization that focuses on empowering local, orphaned youth through education and livelihood support.

Under the agreement, Infobip will support three recipients to pursue a university degree in electrical engineering, cyber security, and financial technology. On the occasion, Infobip’s Sales Director MENA & Turkey, Zeid Shubailat, explained, “We are honored to be part of an initiative that brings hope and promise to local youth. The employment field in the region is ever-changing, and it is imperative that students are equipped with the right skills to manage the shift. As an organization dedicated to digital transformation and business success, we cannot think of a better match than Al Aman.”

On behalf of Al Aman, Noor Homoud, Al Aman Fund’s General Manager shared, “We are delighted to have Infobip on board to help support the Fund’s various programs aimed at improving the status of orphaned youth in Jordan and contributing to achieving a bright future for them through education.”

This activity is in line with the Social Impact strategy defined by Infobip’s Environmental and Social Governance Department, which aims to create positive change by helping to close the education, geographical, and demographic Science, Technology, Engineering, the Arts and Mathematics (STEAM) gaps through non-profit partnerships across the globe.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.  

Recent accolades include:  

About Al Aman Fund

Launched in 2003 at the initiative of Her Majesty, Queen Rania Al-Abdullah, Al-Aman Fund works on supporting the orphaned youth in Jordan by providing academic and vocational education, as well as several self-development, capacity building and livelihood support in order to enable them to become productive, positive and capable of creating sustainable livelihoods. Until this day, about 4,000 youth orphans have benefited from AAF’s programs.

Aside from being one of the first WhatsApp Business API solution providers since its launch in 2018, Infobip was one of the few providers participating in the beta program for the WhatsApp Cloud API hosted by Meta.

As of April 5, 2022, the beta program has ended and the Cloud API is now fully accessible to businesses that want to send and receive messages using a cloud-hosted version of the WhatsApp Business solution.

Kreso Zmak, VP of Products at Infobip, highlights: The Cloud API has simplified our processes and reduced our time to market for new WhatsApp features. It allows us to fully focus on enabling businesses worldwide to provide friction-free conversational customer experiences on WhatsApp using Infobip’s solutions.

Read our full documentation to learn more.

London, UK & Vodnjan, Croatia – 18 December 2021: Global communications company Infobip has unveiled a sustainability business unit – Infobip.org – following the company-wide mandate to make it easier for the business not only to accurately track and report on environmental and social targets but also to operationalise its social giving initiatives.

In line with Infobip’s mission to simplify how brands connect with, engage and delight their customers at scale, the company has introduced a new domain to make it easier for stakeholders to transparently share environmental, social and governance (ESG) initiatives through a communications hub, as well as to make it simpler for the company to partner with the charitable sector.

Aurora Volarović, VP Public Affairs at Infobip said: “Whether it’s the company’s response to the Covid-19 pandemic or perspectives on how environmental, social and governance principles should be integrated to further our field for the advancement of society, we remain committed to our approach to corporate responsibility. We will achieve this by working transparently, with integrity and respect.”

As the sustainability journey accelerates, Infobip.org seeks to make lasting positive global impact with a comprehensive ESG strategy due to launch in 2022. It entails adopting the highest ethical standards on business conduct, investing in communities through non-profit partnerships specifically those that help close the demographic, educational, and geographical gaps in STEAM, and by giving back through monetary and in-kind donations. These will be administered both through Infobip on a global scale and The Infobip Foundation in Croatia.

Environmentally Infobip has adapted everyday business pursing sustainability initiatives such as waste reduction, energy and water conservation, recycling and environmentally friendly travel ensuring business is conducted in an ecologically and socially responsible manner ensuring that company success and development does not exploit local or international natural resources. All these initiatives will be tracked and communicated on Infobip.org.

From offering pro-bono CPaaS and SaaS solutions to eligible non-profit organizations, or through Infobip’s Bippers4Community volunteering programme, Infobip believes it has a duty to make a positive and meaningful impact both to its employees and the wider communities in which it operates.

For example, UNICEF Brazil used Infobip’s cloud-based customer engagement tools, communication channel integrations, and professional services to improve their customer journey for existing and prospective donors. UNICEF and its partners work in 190 countries and territories to promote the rights and wellbeing of every child, with a focus on reaching the most vulnerable and excluded children.

Similarly Infobip employees – or “Bippers“– thrive in a culture centered on collaboration, lifelong learning, adding value, community, and creativity.

For more information, please visit www.infobip.org

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

Marking the success of its initiative to facilitate customer journeys in a digital world, K-Electric became the first company in the power sector of Pakistan to achieve 100,000 unique subscribers on its WhatsApp service, that too within a record time of just 68 days, through utilizing Infobip’s Answers.

The 24/7 service was launched on the 13th of September, 2021, to provide consumers with a hassle-free experience with real-time responses. The fully automated service is being used to lodge technical or billing complaints, obtain duplicate bills as well as income tax certificates, and download forms for new connections along with a checklist of required documents. The service was initially only available in English but for further convenience of the customers, it is now available in Urdu as well which approximately 41 percent users opted for.

Currently, the most common queries at this self-care channel are of duplicate bill issuance, technical complaints, and power status inquiry, all which are also the fastest to avail feedback through Infobip’s Answers. In line with KE’s ongoing activities to enhance and enrich consumer experience, the response via the new platform is within seconds, accommodating Karachi’s electricity consumers at a faster turnaround-time. Additionally, the call center and experience center teams are now routing traffic towards the automated channel, creating more awareness and aiming to increase inquiry management success rates.

Elated at this achievement, Chief Marketing & Communications Officer at K-Electric, Sadia Dada said, “We have a firm belief that an informed customer is an empowered customer. By leveraging the latest technologies, we are constantly offering our consumers new communication platforms that not only offer instant access to their desired information but also provide them the flexibility to communicate with us from anywhere in the world. The substantial rise in subscribers of our newly launched WhatsApp service indicates that we are keeping up with our consumers’ changing preferences of how they wish to engage with us.”

About K-Electric

K-Electric (KE) has powered Karachi for over one hundred years. Through a network spanning across 6,500 square kilometres, KE supplies power to all residential, commercial, industrial and agricultural areas that fall under the city’s ambit and beyond, serving over 2.5 million customers across Karachi, Dhabeji and Gharo in Sindh, and Uthal, Vinder and Bela in Balochistan.

KE is the only vertically-integrated power utility in Pakistan, which means the organisation manages all three key areas – Generation, Transmission and Distribution – of producing and delivering energy to consumers.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. 

Recent award wins include: 

The cloud-based communications platform will help organisationssolve the customer communications puzzle

Sydney, Australia, 22 November 2021: Global cloud communications company, Infobip, today announces its arrival into the Australian market, providing local businesses with programmable communication solutions to simplify how they connect and engage with their customers at scale.

The Australian launch is part of an ambitious expansion period for the company. Infobip recently raised $US500 million that will be used to support exponential growth and innovation. Last year, Infobip acquired OpenMarket, a cloud-based mobile messaging solution company. In 2021, the company acquired Anam Technologies, the leading global SMS firewall provider, Peerless Network, a global VoIP provider, and Shift Conference. Following the acquisition of OpenMarket, Infobip gained local employees and established a new office in Sydney. Infobip’s commitment to the Australian market will also bring new partnerships with leading businesses and organisations, as well as plans for an additional office in Melbourne.

The launch comes at a time where the importance of cloud-based communication technologies is growing and becoming essential for businesses looking to stay ahead in this digital-first era where brands are increasingly relying on omnichannel communication solutions to engage and remain connected with customers. Infobip’s platform will enable them to effectively manage and deliver engagement activities across their customers’ lifecycle with end-to-end conversational communication products and solutions.

With Software-as-a-Service (SaaS) and Communications-Platform-as-a-Service (CPaaS) offerings, Infobip helps businesses to develop strategic approaches to everything from omnichannel customer engagement, identity and user authentication to digital cloud contact centre solutions. Its powerful capabilities can empower Australian businesses to foster meaningful relationships with their customers across their preferred communication channels.

“We are all about ensuring organisations can provide customers with what they need, when they need it, and deliver the right message in the right moment on the appropriate channel,” says Jonathan Ryan, Regional Manager ANZ, Infobip. “With the Australian retail sector growing by $6.3b from 2019-2020, we are coming in at the perfect time to help organisations and businesses increase customer loyalty, improve customer experiences and grow brand awareness.”

When it comes to managing customer information, a simple, consistent multi-channel experience is just one consideration, with security a paramount concern for both organisations and consumers. Infobip is committed to data security with the platform being GDPR and ISO 27001 compliant, along with supporting local regulations, such as the Consumer Data Right (CDR), which is now active in the banking sector. The company has also passed HIPAA attestation. Additionally, Infobip has in the pipeline local datacentres that will provide further assurance with Australian data residing locally, boosting consumer trust and loyalty for brands.

“While we already work with some Australian customers, a local presence gives us the resources to embed ourselves in the Australian market. Consumers’ expectations of relevant, timely and quality communications from brands continue to increase – and the entire comms matrix can seem very complex. We are confident that our omnichannel solutions will solve the communications puzzle for businesses.”

Following significant growth as a global powerhouse, Infobip is now worth a combined LTM revenue greater than $US1.5b. The company has over 10,000 customers globally, including Uber, Burger King, Nissan and UNICEF, and has established more than 65+ offices worldwide. Infobip is working to help organisations better connect with their audiences by providing a clear 360-degree view of the customer. The company recognises the importance of partnerships and is committed to broadening its partner community through active recruitment and engagement.

Further details on Infobip’s solutions and products can be viewed here: https://www.infobip.test/

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

London, UK & Vodnjan, Croatia – Wednesday 17th November 2021: Global communications company Infobip successfully obtained a dedicated HIPAA attestation report on 30 September 2021, representing an important milestone in demonstrating the maturity of the company’s data privacy and security program, that meets the needs of customers subject to HIPAA.

The examination was performed by an independent service auditor according to the SSAE 18 standard, and the testing procedures followed the Office for Civil Rights (OCR) established audit protocol. The attestation examination focused on the HIPAA Security Rule and the HITECH Breach Notification Rule requirements and covered Infobip’s SMS services.

HIPAA – or Health Insurance Portability and Accountability Act – is a United States law enacted in 1996 to ensure increased portability of health insurance for workers and to streamline the management of healthcare information. Today, it is mostly known as a law that governs the privacy and security of Protected Health Information (PHI). HIPAA covers any organizations that meet the definition of covered entities or business associates. Infobip considers compliance with HIPAA a shared responsibility between Infobip and the customer. For customers that are subject to HIPAA, Infobip will sign a business associate agreement (BAA) for eligible services. Infobip’s BAA has been developed taking into account the specific products and services that Infobip offers.

Aurora Volarović, VP Public Affairs at Infobip said: “The importance of the healthcare industry to a society’s wellbeing cannot be overstated. Numerous studies have shown that better communication with patients can significantly improve patient outcomes. Infobip feels it has a duty to be part of a solution that helps improve people’s lives. Our whole business ethos revolves around creating seamless trusted connections between people and the businesses that deliver services to them.”

The examination serves as a way for organizations to show they have had a third party review their HIPAA policies, procedures, and controls and assess them for conformance against the HIPAA Security and HITECH Breach Notification Rule requirements. In addition to Infobip’s ISO 27001, 27017, and 27018 certificates and a SOC2 Type I compliance report, the examination may provide further peace of mind for customers that Infobip Ltd will appropriately safeguard protected health information.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. 

Recent accolades include: 

London, UK & Vodnjan, Croatia – 10 November, 2021: Global cloud communications company, Infobip today announces it is rolling out its ESOP (employee stock option plan) to all employees across the staff base ensuring everyone shares in the value they help to create. Culture and talent have always been the driving force behind Infobip’s success, and today’s announcement demonstrates commitment to a philosophy of inclusion that forms the basis for its future as a company.

The move comes after a period of expansion following acquisitions of US voice provider Peerless Network, US messaging company OpenMarket, the Shift Conference franchise and SMS firewall provider Anam, all marking important milestones in the company’s growth trajectory. Employees at all levels who are not currently part of the ESOP plan will be automatically enrolled. These include people at all levels across all offices worldwide. Stock options will be available for around 2,500 additional team members while all future new hires will automatically qualify.

Infobip’s CEO, Silvio Kutić said: “A crucial part of the employee value proposition, ESOP is the foremost initiative that rewards staff for their contribution to the company’s evolution through compensation over and above their salaries.

“It is an honour and a privilege for us to reach a juncture where we can make all staff a part of our growth story as shareholders. We already initiated the policy a few years back and extended ESOP to individuals who have been critical partners in our journey but today we have made this a universal benefit.”

The ESOP plan is in addition to employees’ current compensation packages.

“As an organisation, we are now in the next phase of our exponential growth trajectory,” concludes Silvio Kutić. “We need to make sure that everybody is fully invested in the ambitious growth plan we have in place over the next few years. That is how they will create value not only for the organisation but themselves as individuals over time.”

For more information on working at Infobip you can visit www. infobip.test/careers.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. 

Recent accolades include: 

Infobip Continues Exponential Growth Journey with Definitive Agreement to Purchase Peerless Network and Raises Additional $500m

Infobip adds muscle to offering in the US market, while also presenting a larger distribution network for Peerless’ products and services

Vodnjan, Croatia & Chicago, USA: 02 November 2021: Infobip Group, a global cloud communications platform company for customer engagement, and leader in CPaaS solutions, today announces that it has entered into a definitive agreement with global VoIP provider Peerless Network, marking Infobip’s fourth acquisition in under a year. The transaction is expected to complete upon receipt of regulatory approvals in 2022 and will be financed with a combination of Infobip shares and cash. Peerless Network management will roll parts of its holdings into Infobip.

The deal extends Infobip’s voice presence in the US and makes its world class suite of CPaaS products available to Peerless customers, driving high quality conversation across the entire customer journey.

Launched in 2008, the Peerless Network portfolio delivers a robust suite of cutting-edge voice, UCaaS, SIP Trunking, Messaging, APIs, MS Teams integration, and other collaboration products and services. With its own nationwide voice network, Peerless Network is trusted by enterprises, Fortune 500 companies, world-leading MNOs, MVNOs and IXCs, and the nation’s largest CLECs and VOIP Service Providers. For more than a decade, Peerless Network has been delivering the most agile, cost-effective, simple-to-deploy voice solutions, and unmatched customer service to meet work-from anywhere business needs. Covering 93% of the US population, it has more than 4,500 interconnections in 49 (US) states, processing 9 billion monthly minutes in over 200 markets.

The acquisition builds on Infobip’s ongoing investments and earlier acquisition of US messaging heavyweight OpenMarket, which closed in December 2020. Q1 2021 Revenue grew 55% y/y, a function of continued usage growth in its core business plus contribution from the $300m acquisition of OpenMarket. Other acquisitions include the developer Shift Conference franchise, purchased in April, and the world’s number one SMS firewall provider, Anam in May 2021.

In September 2021, Infobip also secured, through direct loan placement, additional funding in the amount of $500m, advised by Morgan Stanley, and led by funds managed by the Credit Group of Ares Management Corporation, and funds and accounts managed by BlackRock. The direct loan placement puts Infobip alongside an exclusive group of high growth, high value technology companies, which utilized the same structure. This is Infobip’s second funding round, following One Equity Partner’s EUR 300m investment in H2 2020.

Silvio Kutić, CEO of Infobip said: “Today’s announcement accelerates our international growth strategy by several years. Financially, strategically, and operationally, this is very positive. The acquisition enables Infobip to continue to grow its business in the US, in sync with Peerless Network’s strategy. Our current and future customers will benefit from access to the most comprehensive suite of SaaS enabled CPaaS software available in the market on one single platform for an end-to-end customer experience. Further, Peerless will substantially strengthen voice proposition for the Infobip CPaaS offering. Together we will offer a truly global network with local teams to serve businesses and people around the world, focused on delivering unbeatable customer experiences at scale. We’re thrilled to welcome this groundbreaking team to Infobip and congratulate them on their tremendous performance.”

In bringing together complementary solutions, the two companies will process more than 30 billion monthly customer interactions across the full range of communication channels, in more than 190 countries around the globe.

John Barnicle, Peerless Network’s CEO: “We’re thrilled about the immense opportunity this combination unlocks, enabling us to expand services, capabilities and offer scale to our customers. Combining our leading voice offering with Infobip’s global messaging capabilities truly prepares us for leadership in the rapidly developing market for cloud communications. This acquisition will, among other things, enable Peerless Network to comprehensively support its customers with their international needs outside of US.”

Founded a few years apart in the mid-2000s, both companies have experienced high-growth and are truly innovative in their respective approaches to the market based on shared cultures that centre on employee participation at all levels.

Tax and financial support was performed by Ernst & Young (EY). Latham & Watkins LLP served as legal advisor and Regions Securities as financial advisor to Infobip. Moelis & Company LLC acted as exclusive financial advisor to Peerless Network and DLA Piper acted as legal advisor.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. 

Recent accolades include: 

London, UK & Vodnjan, Croatia – 20 October 2021: Global communications company Infobip has been ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors, placing top for breadth and range of product as well as capacity.

The report, which recognizes and compares the top CPaaS vendors worldwide, rated Infobip as the established leader – the highest available designation in the report compared to its peers for strength and depth of its CPaaS Platform, sGate SMS Firewall, iGate Mobile Identity and RCS Business Messaging.

The report highlights Infobip’s plans to enter the B2D (Business to Developer) segment, as demonstrated by the acquisition of Shift Conference showing potential to prove lucrative, explaining that it is ultimately the developer within enterprises who assess the viability of new software. In this way it is more likely to be demonstrated before C-Level executives for approval. By building a rapport with developers and offering a self-service portal, Infobip has an opportunity to boost the visibility of their solutions.

The report also notes that the recent acquisition of OpenMarket will work to strengthen Infobip’s presence in North America, a key market for mobile messaging. As a result of this acquisition, Infobip is in a stronger position to capitalise on the growth of mobile messaging revenue in the region. Juniper Research forecasts that total mobile messaging revenue in North America will increase from $52.5 billion in 2020 to $63.7 billion in 2025; representing an absolute growth of 21%.

Importantly, the study made a special mention of Infobip’s full CPaaS offering being made available on Microsoft Azure in March 2021. This will work to extend Infobip’s customer base; making it easier for potential enterprise customers to integrate Infobip’s products within existing infrastructure.

Adrian Benić, Chief Product Officer at Infobip commented: “We are absolutely delighted to have placed top of this report validating Infobip’s commitment towards becoming the leading trusted CPaaS partner in the market. We continue to implement the latest technology working closely with developers and enterprises to co-create with them and meet their unique needs.

“This achievement, recognizing Infobip as the top global CPaaS provider, shows the huge progress we’ve made over the past 12 months as the company focuses on the dual benefits to customers of adding new programmable channels to the platform on top of enhanced software application capabilities. In doing so we are able to help companies transition faster and more easily from transactional interactions to true engagement particularly as we enter an era where conversation is becoming the new interface between people and applications.”

Companies which choose an advanced CPaaS platform provider realise additional benefits and fewer barriers to success, as well as significantly enhanced customer experience and engagement.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

About Juniper Research

Juniper Research provides research and analytical services to the global hi-tech communications sector, providing consultancy, analyst reports and industry commentary.

For more information on Juniper Research CPaaS Leadership Vendor Report, click here.

We’ve added new features, channels, and advanced capabilities to Conversations – our cloud contact center solution and advanced channel improvements and AI capabilities to Answers – our chatbot building platform. Read on to learn how these new additions can improve your business operations and results.

We’ve added KakaoTalk to our cloud contact center solution!

With over 52 million active users worldwide, KakaoTalk is one of the most popular mobile messaging apps in South Korea. Now, you can add this channel to your contact center and manage customer queries on KakaoTalk alongside all other channels including live chat, email, chat apps, and calls. Offer always-on customer support and deliver connected customer experiences through all stages of the customer journey, on the digital channel your customers love!

We’ve also enhanced our existing digital channels portfolio.

New content types are supported on Instagram, such as stickers, quick replies, story replies, audio, and video files – as well as WhatsApp, including interactive buttons and lists.

You’ll also find enhanced recording capabilities for calls, such as recording only audio from video calls to lower your storage costs. The new callback option allows customers to request a callback rather than wait on hold in cases of extended wait times or when the customer calls outside of business hours. The callback option improves both customer and agent satisfaction, positively impacting abandon rates and average wait times.

Our effort to improve agent experience and performance continues. Among other changes, we added Email templates. This will allow managers to predefine a set of replies, categorize them, and let agents resolve repetitive queries in a few clicks – so they can focus on more complex ones.

We’re also introducing the early access phase for service-level agreement (SLA). SLA, available on request for Conversations enterprise clients, will allow you to track the conversation SLA for your customers, improve service quality, and focus on the most important conversations based on the severity of the issue.

To enable agents and supervisors to have a full overview of conversations, we’ve added a new sidebar that lets you easily switch between main views and access the All Work view quickly. We also added the option for agents to pick up phone calls, transfer calls to other agents, wrap up calls, and much more – increasing successful real-time calls with clients. This will bring your agents and managers extra flexibility while allowing them to work from anywhere.

Having real-time analytics at your disposal is crucial for managers to have a real picture of how their contact center is performing, spot bottlenecks, and act on time. We introduced the Right Now dashboard to Conversations Analytics to enable a unified overview of all current happenings on a single page. Widgets that show the current state have been removed from the overview, channels, queues, and tags dashboards and instead have been unified in this new single dashboard.

Finally, we have renamed the existing Resolution time to Total resolution time . This was done to differentiate the two, where the Total resolution time tracks the entire conversation from start to finish, including the agent, chatbot, and the unassigned time spent. The Resolution time portion is tied to the Total resolution time, but it doesn’t count in the chatbot time.

Track all new Conversations features and improvements in the official Release Notes.

Chatbots are becoming more and more important as many companies are going through digitalization because of ever more demanding customers who require excellent experience. To help companies reach their customers and provide optimal CX we have improved our chatbot building platform with the following channels and features.

Instagram is the fourth largest social media platform, and because 70% of shoppers use Instagram for new product discovery, it was a long-awaited channel for Answers. Now you can set up a chatbot on Instagram to send various content formats, including images and stickers, alongside text. Quick replies enable the users to simply tap on the desired reply which makes the experience of interacting with a chatbot even more smooth.

WhatsApp is the world’s most popular messaging app, and it’s no surprise that a lot of companies use it to communicate with their customers. Since many chatbots have made this channel their home as well, we are always looking for ways to improve them with new features. We’ve added many new WhatsApp features for your chatbot including reply buttons, stickers, and list messages.

Track all new Answers features and improvements in the official  Release Notes.