Range of applications – from SMS to WhatsApp to Chatbot –introduced in several regions worldwide to elevate customer communications

October 2021 – Global communications company Infobip has partnered with Delivery Hero, the world’s leading local delivery platform operating across four continents, to provide a range of messaging solutions to help the company better engage with customers and partners alike.

Speed and convenience are of essence in the delivery business. To maintain its competitive edge and continue growth, a market leader like Delivery Hero needs to provide services quickly, relying on digital communication solutions to help deliver on its service promise. Solutions that are both reliable and state-of-the-art, as well as scalable.

Currently, Delivery Hero is using Infobip’s solutions across several projects in a variety of countries, predominantly in Asia and Latin America. Initial projects feature channels such as SMS, WhatsApp, Viber, RCS, and Kakao to provide customers, vendors/restaurants and riders with relevant information in a timely manner. Some projects focus on marketing campaigns, delivering promotional discount codes via SMS. Also, Infobip’s chatbot-building platform, Answers, is being used to build FAQ chatbots that address local vendor teams’ questions via WhatsApp. This way, Delivery Hero can better serve its customers and partners alike with information tailored to their needs and preferred channels. The partnership is expected to gradually expand into other regions, adapting successful engagement initiatives to local requirements as well as creating new ones.

“To be relevant in 2021 and the years ahead, brands need to be available on the channel customers want, when they want. And these interactions must be personalised and contextualised. That means creating quality interactions across multiple platforms – SMS, WhatsApp, Chatbot and voice – to create a true omnichannel experience. We are excited and proud to work with Delivery Hero to help them establish new ways of communication which improve connected experiences, and we look forward to expanding this collaboration into other regions”, commented Mareike Tatic, Sales Director DACH, Infobip.

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 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. www.infobip.test

London, UK and Vodnjan, Istria, Croatia – September 2021: Generation Alpha, those children born after 2010, speak to their smart speakers, such as Alexa, Siri and Google Nest, more than their own grandparents, according to exclusive new online research from global cloud communications platform Infobip.

The research, commissioned with global public opinion firm YouGov, polled British children aged 6–11 years old. The survey aimed to assess the impact technology is having on how children see and interact with the world around them. Results reveal a quarter (25%) of Generation Alpha with smart devices speak to Alexa and other smart speakers every day. Yet only one in ten (11%) speak to their grandad and just 14% speak to their grandma daily. 

Other key daily habits of this youngest category of the generations include:

The research also discovered that two-thirds (66%) of Generation Alpha children started using tablets such as iPads before the age of five and under. Two-fifths (41%) say they have been speaking to smart speakers from the age of 6 or younger, and, incredibly, a third (34%) claim to have first started using iPads before even reaching their fourth birthday.

In terms of most popular ways to stay in touch, over a third of 6-11 year olds surveyed are on WhatsApp – with a whopping 73% of 11 year olds well-versed in this channel. SMS isn’t far behind, with a third (29%) of Generation Alpha still using this more traditional texting method and a third (33%) using Facetime.

Catherine Thevenot, Professor in Cognitive Developmental Psychology at the University of Lausanne, said:

“Whether in Preston or Paris, Lausanne or London, the children of Generation Alpha rely on digital tools to learn and play, which influences the way they develop and see the world around them. From the age of just 18 months, children can understand the difference between a robot and a human: they recognise that only humans have a conscious goal, but the fact remains that they are interacting more with their smartphones and tablets than with some of their own family members. While the impetus is on the adults in their lives to guide them to use digital tools in the most positive and safe way possible – both in the home and the classroom – brands and influencers should also consider how they can curate digital experiences that will enrich this future generation as potential employees and active citizens. It’s about striking the right balance between virtual and real-life activities”

Nikhil Shoorji, Managing Director Europe at Infobip, adds:

“For all the talk about Millennials and Generation Z, it is Generation Alpha who have been surrounded by technology since the moment they were born: the first truly digitally-immersed humans. In the same way that they develop everyday relationships with family members, this group has grown accustomed to interacting with technology on demand from a very early age.”

The frequency of interaction with technology is also impacting how they interact with it – almost three quarters of children surveyed have admitted that they don’t say ‘please’ (71%) or ‘thank you’ (73%) to the likes of Alexa and 15% have told Alexa and her ilk to ‘shush’, which implies that the usual manners taught when interacting with humans clearly don’t translate to communicating with technology. Additionally, nearly a third (30%) of children polled also use their devices without parental permission, a quarter (25%) use them when parents have gone to bed, and in a slight to parental wisdom, over a third (34%) ask the likes of Siri and Google for answers rather than their parents.

Nikhil Shoorji, Managing Director Europe at Infobip, concludes:

“Alpha is a new generation of technology users who won’t think twice about demanding things from Siri or Alexa. This means, as the future customer of 2030, they’ll have more experience and higher expectations of how technology can serve them than previous generations, something which brands need to consider.”

Read more about the results on our blog.

ENDS

Notes to Editors

About the research

All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 740 children aged 6 to 11. Fieldwork was undertaken between 4th – 10th June 2021. The survey was carried out online. The figures have been weighted and are representative of all GB children (aged 6 to 11).

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact center solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way. With over a decade of industry experience, Infobip has expanded to include 65+ offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected to over 650 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.

About YouGov

YouGov is an international research data and analytics group. Our data-led offering supports and improves a wide spectrum of marketing activities of a customer base including media owners, brands and media agencies. We work with some of the world’s most recognised brands. Our ground-breaking syndicated data solutions include the daily brand perception tracker, YouGov BrandIndex, and the media planning and segmentation tool, YouGov Profiles. Our market-leading YouGov Realtime service provides a fast and cost-effective solution for reaching nationally representative and specialist samples. YouGov’s Custom Research division offers a wide range of quantitative and qualitative research, tailored by sector specialist teams to meet clients’ specific requirements. As the pioneer of online market research, we have a strong record for data accuracy and innovation. A study by the Pew Research Center concluded that YouGov “consistently outperforms competitors on accuracy” as a vendor of choice. We are the market research pioneer of Multi-level Regression with Post-stratification (“MRP”) for accurate predictions at a granular level.

YouGov data is regularly referenced by the press worldwide and we are the most quoted market research source in the UK.

With a proprietary panel of over 11 million registered members globally and operations in the UK, Americas, Mainland Europe, Middle East, India and Asia Pacific, YouGov has one of the world’s largest research networks.

Dubai, UAE: September 8th, 2021 – Infobip was announced as the winner of this year’s Tahawultech.com CISO50 & Future Security Awards Best Digitalization & Cybersecurity Provider Award.

The event, which took place at the Habtoor Grand Resort, Autograph Collection in Dubai, honors enterprise IT security leaders and visionaries who have helped transform or have contributed positively to the cyber security industry.

IT and cyber security companies from across MENA were vetted and evaluated by the TahawulTech.com and the Security Advisor ME editorial teams for technology, relevance, and quality.

Receiving the award on behalf of Infobip was Nedzad Grizovic, Enterprise Presales Engineer who on the occasion shared, “This is such a great recognition for Infobip’s efforts. Frictionless customer journeys go hand in hand with cyber security. Infobip’s secure technology across multiple channels enables businesses and clients to interact in a safe and trusted space.”

About Tahawultech.com CISO50 & Future Security Awards:

The Future Security Awards celebrates excellence in IT Security Leadership and honors industry visionaries who have shown dedication and prowess in creating a cyber secure world. The awards acclaimed the best security minds and projects in the region whose technologies, products and solutions are deemed to have a great potential in meeting the needs of the market. It is also becoming more evident that the role of security leaders – whether it be the enterprise CISOs and IT security teams or security vendors – are becoming more integral in enabling organizations to continue to thrive.

To learn more about Tahawultech.com CISO50 & Future Security Awards, visit: Home – CISO 50 & Future Security Awards (tahawultech.com)

About Infobip:

Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact center solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way. With over a decade of industry experience, Infobip has expanded to include 68+ offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 600 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.

To learn more about Infobip, visit: https://www.infobip.test/

Bonn & Munich, September 2021. Telekom Deutschland, one of the largest mobile network operators in Germany, and global cloud communications company Infobip, have today announced a collaboration in the mobile security space. Telekom Deutschland will offer Infobip’s mobile authentication solution Mobile Identity to its business customers, ensuring seamless security for both businesses and end customers.

Mobile phones have been used as a method of verification for many years, traditionally via two-factor-authentication (2FA) through email, SMS, or a push notification. Each of which has drawbacks, notably through inconvenient channel switching. By utilising Infobip’s Mobile Identity solution however, Telekom Deutschland’s enterprise clients can confirm customers are who they say they are by verifying their mobile phone numbers securely and silently in the background, without requiring the customer to enter a verification code.

By verifying a person’s mobile phone number, activities such as account creation and payment of an order, can happen without interrupting the customer experience. The security offering from Infobip includes Silent Mobile Verification, meaning Telekom Deutschland’s customers can verify users in a smooth and unobtrusive way; Know Your Customer (KYC) which uses available information in compliance with PSD2 SCA and GDPR standards, to ensure a customer’s information is correct, and finally, SIM-Swap check, which uses real time insights to see if a mobile phone number has been swapped, protecting customers from this rising form of fraud.

Using Mobile Identity to easily verify customers via their mobile phone number and eliminate the risk of phishing or interception of passwords is a level of security everyone benefits from. The speed and seamlessness of the entire process means this comes without hindering the customer experience, paying dividends when maintaining customer loyalty and securing strong CSAT and NET promoter scores.

-ENDS-

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 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. www.infobip.test

Making decisions isn’t always easy. But having a set of clearly listed options can make the decision-making process easier. To help your business increase response and conversion rates, WhatsApp recently released new message types that enable customers to reply in seconds.

Text-only messages can be lengthy and confusing. List messages and reply buttons on WhatsApp are an easy and interactive way to help customers choose the next step on their journey. These types of messages also ensure your agents or chatbot receive the specific responses they need to further guide customers.

The best part? Interactive messaging options make it easy for customers to respond to messages in a timely manner while increasing customer engagement and conversions.

Key benefits of using list messages and reply buttons on WhatsApp include:

Create lists and help your customers decide what actions they want to take next. Use list messages when you want to present several options such as:

Compared to text-only lists, WhatsApp’s list messages provide a simpler and more consistent format – and are most effective for menus with up to 10 options.

Reply buttons help customers choose from up to three options when talking to a chatbot or live agent.

They are best suited for situations where a generic response is not adequate and needs customer-centric, personalized responses such as:

Need an additional way to increase customer engagement? Now you can create your own stickers and make communication richer and more personal.

These new message types are currently available to all WhatsApp Business API users.

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 added new communication channels to our cloud contact center this quarter.

Businesses are now able to use Conversations to respond to customers via Instagram Messaging.

Today, many customers primarily choose to interact with brands through social media – from requesting rides and ordering food to making purchases. Responding to these queries through a cloud contact center makes the experience faster and simpler for both customers and agents. Now your agents can use Conversations to simultaneously respond to multiple Instagram direct messages and comments, alongside your other communication channels, in one place.

>> Learn more on why you should provide customer service on Instagram

Conversations also supports reviews on Google Play. Now you can engage with your app users, understand their feedback, and improve your product – while also engaging with potential users who are considering downloading your app. Don’t leave a negative review unanswered – fully equip your agents with an all-in-one workspace that enables them to address concerns and boost brand reputation.

Email is now available to all Conversations users, and it has a full set of features that enable agents to conduct two-way conversations with customers. Leverage the most common customer care channel, alongside your customers’ other preferred channels, to provide superior customer support.

Aside from digital channels, we’ve enabled API integration for audio and video Calls. All customers and partners can integrate Infobip Conversations Calls into their own solutions and enhance applications with modern call center capabilities.

Conversations is a single solution for managing all the channels mentioned above, plus many more. Managing all your customer communication from one interface gives agents access to context and full conversation history with a 360° customer view – without the need to switch tabs or systems.

We’ve also added new features to the previously introduced mobile app and knowledge base available in Conversations.

For the Conversations mobile app, we’ve enabled new push notifications that alert agents when a conversation is assigned to them or when a new message arrives. To further improve agent experience and resolution time, we also added voice message capabilities so your agents can record and send audio messages and solve queries in a more detailed, personal, and faster way.

We’ve also added new features that aim to improve conversation management directly from the mobile app, such as the ability to change:

and more.

This means agents don’t have to use their desktop to manage or hand over conversations – they can do it from anywhere and at any time using their mobile device.

Our Knowledge Base has also been upgraded to give agents more flexibility and improve first contact resolution. We’ve added suggested articles for agents that are updated automatically based on the last five messages they received from a customer. In addition, the new categories structure in the knowledge base will enable managers to create an unlimited depth of folders and sub-folders with content relevant to agents. And users will be able to add comments on articles with ˝resolved˝ or ˝not resolved˝ status management, and more.

All updates aim to lead to better customer and agent experiences by making all information, manuals, and guides needed to offer fast and personalized support accessible through a unified agent panel.

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

It’s a well-known fact that WhatsApp, with over 2 billion active users in more than 180 countries, is one of the most popular chat apps worldwide. The users are highly engaged, with an average user checking WhatsApp 23 times per day. But as consumer habits change, businesses need to keep pace and change with them. Many WhatsApp users have started communicating through voice messages, and now over 200 million voice messages are sent each day over WhatsApp.

In June 2021, we enriched our intelligent chatbot building platform, Answers, with voice messaging capabilities. Customers can now send voice messages to your chatbot which it processes from speech to text instantly, determines intent with its AI engine, and replies with either text or voice. This new functionality enables you to follow trends and to communicate with customers in the way they already communicate with their friends and family.

Named Entity Recognition (NER) is an advanced function of AI that enables chatbots to understand customers’ intents and specific entities such as date, time, or place. For example, a standard AI chatbot would only be able to understand “I want to schedule an appointment,” and then it would have to ask additional questions. However, a NER chatbot can understand “I want to schedule an appointment on the 25th of July with Doctor Smith”. The chatbot understands the intent of “schedule appointment” but also understands specific entities such as date or doctor’s name.

This improvement enables you to have a true AI chatbot that can cover complex and advanced use cases without agent assistance. NER chatbots are available in English, Spanish, and Portuguese.

Live Chat is a great way to communicate with customers directly from your website or mobile app. But in this release, we wanted to further improve the customer experience, which is why we enabled automatic authentication. Now, when a customer contacts your chatbot, it will know their name, email, and all other relevant information.

This improvement further personalizes a customer’s experience and enables them to seamlessly access important updates including delivery information and account status – as well as make changes such as canceling a delivery, changing an address, or upgrading a plan, without the need for manual authentication.

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

Infobip Shift Conference set to welcome 3000 attendees over 7-8 September in Eastern Europe’s largest gathering of developers

London UK & Vodnjan, Croatia: 14 July 2021 – Global communications company, Infobip following its recent news announcing the strategic acquisition of Shift, today unveils plans for the newly rebranded Infobip Shift Conference. Now in its tenth year, the developer conference will be held on September 7- 8, and is expected to welcome over 3,000 people in what the organisers believe will be the largest development event in Europe in 2021.

Infobip’s own DevDays conference attended by engineers within the company immediately precedes the Shift event blending the two occasions to create an almost week long technology festival.

During the two days of the Shift conference, 60 of the best speakers in the industry hailing from companies such as Microsoft, Google, Adobe and many others will play out across 5 stages, each dedicated to specific talk tracks. Workshops will also take place, and the entire program will end with a Startup showcase.

In addition to the formal speaker program, a large outdoor space known as ‘The Garden’ is available for relaxed conversations, networking and business meetings.

Marin Tomičić, a longtime associate of Infobip’s Chief Developer Experience Officer Ivan Burazin, and project manager of the Infobip Shift conference says: “In a few short weeks, developers attending this conference are set to experience something truly spectacular. From the venue itself which includes an outdoor space resembling what you’d expect from a summer festival to the quality of the conference program, I’m confident there will be something for everyone. We’re incredibly lucky to be able to welcome some of the best speakers from the world of developers including David Heinemeier Hansson, creator of the Ruby on Rails framework and Val Head from Adobe. The event rounds off with an the afterparty for which we have arranged something truly unique.“Following the decision to merge the Shift Conference with Infobip’s DevDays event – each previously held separately and in different locations (Spilt and Tuhelj, Croatia respectively) – this joint tech event will be held in a new location, in the city of Zadar on the Dalmatian the coast. In years to follow, it’s likely the combined event will tour different parts of Croatia.

The tenth jubilee edition will not only be bigger than any Shift to date, but the whole visitor experience promises to deliver a quality experience whether you’re attending talks, taking part in workshops, networking with partners or engaging with startups.

Ivan Burazin, Chief Developer Experience Officer at Infobip concludes: “My vision since 2012 has been to create the largest global development conference, but also to strengthen Croatia’s connection with the world development scene. Over the years, we have grown and we are getting closer to our goal. With Infobip, we got what we lacked – the support of a large company for a domestic conference to provide global reach and become a leader. With Infobip we got everything we needed to make Shift a world-class conference, and now the responsibility lies with Infobip’s young and motivated team led by Marin Tomičić, who has over the past 5 years proven he can meet the high expectations placed on him.”

The 10th year brought us something new and fresh – a full two days of sharing ideas, knowledge and have fun with colleagues from the developer world.

For more information and ticket visit InfobipShift.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:

London, UK and Vodnjan, Croatia: 13 July, 2021 – Global cloud communications company, Infobip today announces it has released its 2020 Corporate Social Responsibility (CSR) Report detailing the company’s environmental sustainability, social impact and governance initiatives worldwide.

It describes Infobip’s crisis response efforts last year as well as report on its first set of CSR key impact goals. Additionally it announces new goals with focus areas in sustainable development, diversity, environment and governance, and validates the role of its solutions in delivering purposeful technology.

The company prioritized crisis response efforts in support of the safety and security of employees, their families and the broader community, while continuing to provide solutions to customers working in critical industries across various sectors and essential services.

Infobip also helped public, government, and health organizations share updates relating to the pandemic in real time to provide answers, and combat the spread of misinformation. It helped organizations to adopt digital communications and digitally transform in a matter of weeks as their offline channels closed. 

Infobip closed its first sets of key impact goals, listed below, measuring the company’s efforts toward meeting its CSR vision spanning fiscal years 2019 through 2020.

Silvio Kutić, CEO at Infobip commented: “We recognize that our first CSR report is just a starting point, with opportunities for improvement. But in launching this at the beginning of our official CSR journey, it’s our intention to bring transparency to our social, environmental, and governance initiatives, as well as our efforts to make meaningful connections – with more people, more communities, around the world. In the meantime, this first report aims to provide a picture of who we are as an organization, the initiatives, programs, and activities that fuelled our CSR momentum in a tumultuous year.”

This shift to digital channels will outlive the pandemic, but so too will the renewed focus on making meaningful connections. The company’s future as a business will continue to revolve around making smarter connections between people, things and businesses.

For the full report please click 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 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: