London, UK and Vodnjan,Croatia: March 15, 2021 – Global cloud communications company, Infobip continues to strengthen its Executive in line with the company’s vision for exponential growth by welcoming the new Vice President of Planning and Strategy Implementation, Marin Bezić to the Board of Directors . 

An experienced management consultant with deep understanding of the sector and expertise in building out bluechip tech organisations, Bezić is ideally suited to help define and support the company’s long and short term strategic business objectives as the Group continues to extend its global footprint. He will be responsible for optimising business management including enhancing the Go-To-Market framework and overseeing revenue operations.

Previously at Microsoft, he was central to product development and the force behind Microsoft’s first business intelligence application.

“I’m excited to be a part of Infobip’s story. The feeling is very similar to the beginning of my career when I came to Microsoft. Infobip is a globally recognizable, fast-growing company full of fantastic people. It’s great to be part of a company that allows people worldwide to improve the way they live and work, all with the help of technology. I am looking forward to being able to use my knowledge and experience to help Infobip realize its vision”, Bezić said.

After 8 years with Microsoft based out of Redmond, USA, he moved to Microsoft’s London headquarters for Europe, the Middle East and Africa for 4 where he led the Application Platform business in over one hundred countries. In 2009, he returned to his native Croatia to run his own consultancy firm working with large enterprises including IT companies, banks and telecoms organisations.

Silvio Kutić, CEO at Infobip commented: “I’m very pleased to welcome Marin to Infobip at this important time and look forward to continuing this extraordinary growth trajectory with him on board to guide. His perspective on enterprise growth strategies is highly valued and I have no doubt his contribution will help support the future development of the Group.”

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: March 2021 – The UK’s leading provider of out-of-hospital healthcare, Healthcare at Home, has partnered with global cloud communications platform Infobip to enable two-way messaging flows across patient and staff communication channels, ensuring it can keep up with the digital pace of change caused by the COVID-19 lockdowns.

Healthcare at Home works with over 3.2 million patient contacts each year to provide clinical care in the home; from a nurse visiting to administer chemotherapy or other treatments, to the 4,500 vital medication deliveries it manages each day. With unprecedented pressure on the NHS over the last twelve months, the company has faced a significant increase in demand for its at-home services. Infobip was chosen as a technology partner to advance SMS and TTS (text to speech) communications and notifications between its patients and 1,500 employees.

This includes automated treatment/ appointment reminders, medicine delivery notifications, home medicine stock checks, patient feedback surveys, automated aftercare communications, and social media customer service. At a time where pressure on staff is higher than ever, the service also includes employee wellbeing communications.

Usama Dar, Chief Technology Officer, Healthcare at Home commented:

“COVID-19 has transformed the way organisations interact with their customers and staff. Like many integrated enterprises, we’ve had to quickly reposition our communications strategy to keep up with the pace of change over the last year. Infobip’s two-way messaging workflow is ideal in its responsiveness, simplicity of use and speed to market. Most importantly though, it enables us to ensure both our patients and staff can easily communicate over their phone at a time where in person interaction is still challenging. This pace of execution has now become our hallmark.”

Infobip’s service is used throughout Healthcare at Home’s operations in the UK, Germany and Switzerland.

Noel Lavery, Sales Director at Infobip said:

“Our partnership with Healthcare at Home is something we’re incredibly proud of – using technology to put human interaction at the heart of communications and ensure vital businesses like this can continue their brilliant work. We’re also working closely with the company to introduce omnichannel and contact centre solutions, so we can continue to meet the ever-evolving needs of customers and patients through another year of uncertainty.”

About Healthcare at Home

Healthcare at Home are the UK’s leading in-home provider of managed medication services for high-cost medicines. They have substantial expertise which has been established through in-depth knowledge of patient-medicine behavior, in particular with biologic medicines.

Their 1,500-strong workforce, of which half are clinical roles, means they have the ability to manage varied patient populations, from small to large, at a fast pace while maintaining high standards.

They also hold themselves to robust clinical governance and are ISO9001 compliant, and their clinical operations are overseen by a Clinical Governance Committee. This is in addition to their doctor-led Medical Advisory Board.

Based in Burton upon Trent, they also have operational hubs in Germany, Austria and Switzerland.

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:

Media Contacts:

Danny Mitchell, Account Manager, [email protected]

Rebecca Cuthbert, Account Executive, [email protected]

London, UK and Vodnjan, Istria, Croatia –  8 March, 2021: Global cloud communications company, Infobip today announces its full Communications Platform as-a-Service offering is now available on Microsoft Azure, thereby extending the enterprise customer base globally for Infobip – particularly in the finance, eCommerce and retail sectors, and allow it to expand its core market footprint. 

The Azure deployment is the latest step in Infobip’s technology collaboration with Microsoft that sees Infobip adding its omnichannel capability to Microsoft’s platforms for the benefit of all enterprise and B2B customers seeking easy to scale customer engagement and customer service solutions that span contact center, marketing, security and authentication services.

As the company edges towards an IPO, Infobip is looking to use Microsoft’s ecosystem to access new business opportunities, share leads and differentiate its expertise to drive transformation for all.

The decision will see Infobip working closely with Microsoft and its partner ecosystem to help build demand, sales planning for partner-to-partner empowered selling and deliver marketplace-led commerce for end customer transformation. Infobip’s Consultancy and Technology Partnership arm will also provide access to appropriate resources such as product documentation and training through its partner portal. A self-service option will become available later in the year. It is anticipated that by 2023 a range of identity and IOT based services will also be added to the portfolio.

Silvio Kutic, CEO at Infobip says: “As the markets and ecosystem evolve, we increasingly see areas of ‘co-opetition’ where companies are partnering and competing. I see these instances as opportunities to find Go-To-Market ways together for the benefit of the customer. This collaboration is more than about creating a wider reseller network or reach a bigger client base or simply bigger clients – of course it does help with these goals– rather it’s also about providing a more open and integrated arena to power digital customer experience as we enter the hyper-connected era of 5G.”

The solutions range from simple plugin integration to ready-to-use end-to-end options speeding up time-to-value with as professional services and tech support as is needed. Infobip’s infrastructure on Azure includes omnichannel support through its Contact Center solution ‘Conversations’, the automated customer engagement engine ‘Moments’ and AI powered chatbot building function ‘Answers’ that all sit on top of a wide range of programmable channels.

Customers will also benefit from Infobip’s direct connection to more than 650 carriers worldwide.

Chris Weber, corporate vice president, Small, Medium and Corporate Business at Microsoft said, “All businesses need to create an open ecosystem model that makes it easy for partners to innovate and integrate with a way to monetize what they create as quickly as possible. Microsoft offers a path to connect directly with customers, share leads with Microsoft and other partner sellers, and differentiate their expertise to drive positive customer outcomes and mutual revenue. We welcome Infobip and look forward to future collaborations.”

Infobip is an established global expert in the fast-growing business communications and messaging space offering a cloud-based delivery model that helps organizations drive growth and loyalty through data-driven conversational customer journeys that simplify the complexity of global messaging.

Amman, Jordan: March – 2021: Infobip, a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey, announces the official partnership with the leading IT professional service provider, General Computers & Electronics Company (GCE). The partnership aims to enrich citizens’ engagement and enhance the digital experience over the public sector’s communication channels in Jordan.

The collaboration will combine GCE’s deep roots and understanding of the local market, with Infobip’s global expertise in omnichannel and citizen experience solutions. The partnership will open new horizons for both providers and form a united front to empower the digital transformation process for various industries including banking and technology, but with focus on Jordan’s public sector.

Made possible through this joint effort between GCE and Infobip, electronic governments will interact with citizens through AI based chatbot and Contact Centre solutions to deliver an everyday citizen experience over uninterrupted, interactive, and popular communication channels. The chatbot will enable citizens to access a self-service portal, request governmental services, and submit electronic applications while tracking and receiving timely updates on application progress.

The partnership of GCE and Infobip will enable governments to enhance citizens’ satisfaction rates over an integrated single communication platform, offering a 360 view of all citizens’ data and communications history. The digital transformation will enable governments to identify citizens’ needs and provide accurate responses to citizen inquiries through Infobip’s secure and scalable cloud technology services.

Ms Rula Milbes, Deputy General Manager at GCE, commented “The accelerated move to digitizing across all sectors requires focusing on enhancing the digital experience between companies and their audience and clients, GCE as a leading professional service provider has realized this early on, and through our partnership and collaboration with Infobip, we can now offer our clients solutions that can help them elevate their services and offering. We see many opportunities for Infobip communication platform and its diverse offered channels within our market, and we are keen to start the journey with Infobip.”

Mrs Hana Bilbeisi, Strategic Accounts and Partnership Manager at Infobip, concluded “We are expanding rapidly in the MENA region, and as a global company, we recognize the importance of building strategic partnerships with leading local IT companies in different markets and across multiple sectors. The synergies between Infobip and GCE will bring great value to the public sector in the kingdom by leveraging GCE’s local experience and knowledge of the government digital transformation journey coupled with Infobip’s solutions that enrich citizens’ experiences across all stages of the digital journey.”

About the General Computers & Electronics Company:

GCE is a Jordanian registered and owned company headquartered in Amman, a member of GCE Group, operating since 1985. In its journey, it established itself as a leader in the IT market in Jordan as a reliable partner to its customers providing them with the latest technologies and professional services.

To learn more about GCE, visit: http://www.gce.com.jo/

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/

London, UK – March 2021 – Global cloud communications platform Infobip is supporting BT’s RCS launch through the development of a visual demo flow, which is being used to showcase key benefits of RCS Business Messaging to more business customers across the UK.Built by Infobip within a matter of hours, BT employees and potential customers can text an SMS shortcode (88440 in the UK ) to explore all key elements of RCS Business Messaging – for example, real time confirmations, carousel product suggestions, Google Maps configuration, calendar integration and embedded video.RCS signifies the next generation of SMS, offering rich media, branded and verified messages, all within the confines of the native messaging app on Android devices. This means the ability for brands to send larger, higher-quality images, to stream audio and video, to foster better conversational chat capabilities, and to see a read receipt, so brands know once a message has been seen by a customer.Infobip has also signed an agreement with BT to offer access to RCS Business Messaging on EE, the number one network in the UK, to businesses in the UK and beyond. Businesses like Papa John’s have already seen the benefits of RCS Business Messaging, having run a three-day campaign over the EE network via Infobip, in collaboration with Google RCS Business Messaging for a vegan pizza offer. The fully customizable branding provided an app-like experience for customers.

Chris Pozzi, Partnership Growth Manager, Operator Partnerships, Infobip, comments:

“RCS isn’t a new term, but the consensus from many industry experts is that now is the turning point for it to move from an experimental feature, to one of the most exciting forms of communication. You can use it to converse with a customer as you would do a contact on a messaging app, link through to maps, videos, special offers – even manage payment – all from the comfort and security of the SMS inbox, which we know has one of the highest open rates.”

Robert Jones, Head of Messaging at BT’s Enterprise unit, said:

“We’re really excited by the possibilities of RCS, and want to equip our sales teams and business clients with the tools to visualise how it can be used in the real world. This unique RCS Business Messaging agent created by Infobip enabled us to do just that, allowing us to quickly demonstrate to customers the creative possibilities of the platform. We look forward to working with Infobip as we look to support more businesses across the UK to deliver RCS campaigns and experiences.”

To support the access of RCS Business Messaging in the UK, BT Google and Infobip hosted a virtual RCS bootcamp, where developers from across the country learnt skills in building rich, interactive customer messaging. There are plans for similar workshops this year.

The announcement follows the official launch of BT’s RCS Business Messaging with Google in December.

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.

Media Contacts:Danny Mitchell, Account Manager, [email protected]; +44 207 802 2626

Rebecca Cuthbert, Account Executive, [email protected] +44 207 802 2626

Lahore, Pakistan: January 2021 – Allied Bank, one of the largest commercial banks in Pakistan has today announced addition of WhatsApp to its customer communications channels in collaboration with global cloud communications provider, Infobip. The move is set to strengthen the Bank’s digital presence and offer its customers universal banking services, fit for today’s connected consumer expectations.

Allied Bank is aiming to elevate customers experience by offering digital banking services over WhatsApp channel. The chatbot will enable customers to request account balance inquiry, mini statement and other services to explore discounts, offers, locate nearest ATM and Branch on self-service basis.

The WhatsApp Banking service will offer customers a highly convenient and efficient platform with ease of communicating 24/7 over a secure platform using an encrypted messaging functionality.

Mr. Sohail Aziz, Chief Digital Banking at Allied Bank Limited, commented on this occasion “Since social media is now part our daily life, we believe that WhatsApp Banking will bring great convenience to our customers. We are excited to partner with Infobip to offer this secure and convenient communication channel. This is the continuation of ABL journey towards offering plethora of new digital banking services – using conversational technologies.” Just to mention, ABL has launched industry first voice assisted banking services using Siri on myABL – Digital Banking platform, few months ago.

Mr. Safder Merchant, Regional Sales Manager at Infobip, stated “With consumers now preferring mobile and online technology for accessing services, resulting in fewer in-person interaction, it is natural for people to seek trustworthy channels to manage their financials. We are delighted to partner with ABL and empower their customers to manage their banking requests in a secure digital manner”.

About the Allied Bank Limited:

Allied Bank’ is one of the largest Bank in Pakistan with branch network comprising of 1395+ branches and a customer base of 4.4 million, operating in the Corporate, Retail and Consumer Banking services. Allied Bank has been focused to provide digital financial service to its retail and business customers.

To learn more about Allied Bank Limited, visit: www.abl.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: www.infobip.test

Kuala Lumpur, 10 December 2020: Celebrating their 10-year milestone in Malaysia, the Croatian-based tech unicorn Infobip continues their commitment to support local businesses in their digitalisation journey through more local partnerships. Headquartered in Cyberjaya, the Infobip APAC office serves as a hub for the region’s business operations, ensuring great visibility and collaboration opportunities with key industry stakeholders, partners, and businesses in Malaysia.

Infobip was born as a startup project by a group of friends in 2002 with the aim to transform a local community into a digital municipality. Today, the business has expanded to include over 65 offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ globally. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators. In Malaysia, Infobip has also worked with industry leaders of all scales, helping multiple businesses to digitalize their customer experience, ensuring market competitiveness and business agility.

CS Gill, Country Manager at Infobip Malaysia attributes the company’s success to his team’s servicing commitments: “The decade’s achievement in Malaysia would not have been possible without the team’s consistent dedication to work closely with relevant decision makers and partners to accelerate their digital transformation strategies through Infobip’s latest technologies. In the coming years, we look forward to establishing more meaningful collaborations with local businesses, including budding enterprises, and continue to expand our operations off the back the Malaysia’s dynamic, multicultural working environment.”

Recent years, Malaysia has proven itself to be an attractive investment destination within ASEAN. The Malaysian Investment Development Authority (MIDA) has reported that the country scored a total of US$11.3 billion in FDI within the first half of 2019 alone. As a result, this provides greater accessibility for Malaysian businesses to embrace robust technologies, digitally transforming their business operations, and compete more effectively at a global level.

GD Express Carrier Bhd (GDEX), Malaysia’s leading integrated logistics provider, is a prime example that showcased the success of business digitalization. To handle the influx in delivery demands during the pandemic, the company has taken several measures to expand its services in a short time. This includes the launch of a crowd-sourcing application and also expanding its existing network especially in East Malaysia to provide end-to-end supply chain services to brand owners. However, managing a huge amount of delivery orders can be stressful and time-consuming.

By leveraging Infobip’s scalable, omnichannel solution Conversations, GDEX was able to streamline its communication channels and automate its customer service processes to provide instant, helpful responses to their customer via WhatsApp. On top of that, the incorporation of virtual assistants through Answers, have also allowed GDEX to provide solutions to their customers 24/7.

Mr. Teong Teck Lean, Managing Director/Group Chief Executive Officer of GDEX congratulates Infobip on their decade milestone in Malaysia: “We are happy to be working with a technology enabler who helped our business to achieve higher productivity and efficiency during a difficult economy. Our focus moving forward is to provide more value-added and customized solutions to customers. Given the growing online purchases, we will grow our Business-to-Consumer (B2C) and Consumer-to-Consumer (C2C) segments by capitalizing on our digital shipping platform, myGDEX. As a fast-paced business, we seek constant innovation that will help us to foster greater relationships with our key stakeholders while providing exceptional service standards. By digitally transforming our customer service, we are able to better manage influx in enquiries and feedbacks, thus resulting in more happy, loyal customers.”

In conjunction with Infobip’s 10th year birthday, the company has also collaborated with GDEX to deliver surprise parcels to their employees nationwide. According to Gill, the anniversary gifts serves as a token of gratitude as well as a timely morale boost for their employees who are forced to work from home due to the pandemic.

˝Our team has worked tirelessly during the pandemic – helping many businesses to adopt cloud-based communication solutions in order to achieve business continuity. The pandemic has forced businesses to become innovative in how they deliver their services and offer customer support. As customers try to continue to live their regular day-to-day life from the comfort of their own homes, they quickly turn to online services and expect to receive the same level of support as before. Because of this, our team has been helping our partners to maintain and upgrade their communications infrastructure to keep their business running,” explained Gill.

As the pandemic continues to pose a challenging economy, the role of technology will be ever more pertinent to business survival. For more information on Infobip’s solutions, kindly visit the website at www.infobip.test.

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 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 800 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.

Established in 1996, GDEX provides integrated logistics services for both domestic and international B2B, B2C and C2C markets in Malaysia. Supported by more than 600 network points, 1300 vehicles and 4400 employees, the company provides next day express courier service, customized delivery solution, international shipping, digitized shipping platform, warehouse fulfilment etc to a diversified customer base. After many years of continuous growth in Malaysia, GDEX diversified into SEA region with first investment in Singapore in 2005, Indonesia in 2016 and Vietnam in 2019. The Group now employs almost 9,000 workforce across the region to build up its regional network.

For press enquiries, contact:

Tania RatnayakePR Specialist+60 12-226 [email protected]

Eesa LeongLEWIS+60 12-699 [email protected]

We are continually adding new channels to Conversations and Answers. Now, you can join our early access phase for Google Business Messages – a mobile conversational channel that combines entry points on Google Maps, Search, and brand websites. By adding this channel, you can meet customers where they are and build customer relationships over a channel they trust. We also added Telegram – a fast-growing chat app that in April 2020 counted 400 million monthly active users and is one of the top chat apps in Russia, Brazil, Hong Kong, Uzbekistan, Germany, Ethiopia, and India.

In these challenging times, we face a significant trend where more agents work from home or in the field rather than from the office. Taking that and the “remote future” in front of us into consideration, it’s crucial to provide the option to serve customers remotely – from their mobile devices. Therefore, we are happy to introduce our new Conversations Mobile App is in its early access phase for all users, ready to be tested and used to boost your agents’ productivity.

Flexibility and agility at your fingertips are all that we had in mind while creating a mobile workforce solution that will enable agents to stay in touch with customers even while they’re away from their desktop. Multiple digital channels, My Work management, and a display of all the types of multimedia – we got all covered. Get started and provide fast customer support anywhere, anytime!

Being on hold can be frustrating, and keeping customers waiting in silence often results in customer dissatisfaction, complaints, and churn.

To keep your customers informed, occupied, and encouraged to wait, we’ve added new automated messages to our contact center that will help you form your waiting strategy for all chat channels.

The waiting strategy consists of an automated welcome message sent to unassigned conversations, greeting customers, and letting them know that someone will take care of them as soon as possible. If the customer is still active and there are no agents assigned to the conversation, businesses can set up announcement messages that are sent in intervals to keep them engaged until an agent is available. The last message is sent to close a conversation – it can redirect customers to other channels or let them know an agent will reach out to them another time.

Find out more about new Conversations features and improvements in the official Release Note. 

Access to relevant analytics is crucial for any data-driven team. That’s why, we’ve upgraded Answers with advanced analytics that allow you to understand your users, their satisfaction, conversation flow, and sessions.

Information about how many users interact with your chatbot and how many of those users return will help you assess the adoption of your chatbot. Conversational data, such as unrecognized intents, clearly shows what your users want but don’t get from your chatbot – which gives you the knowledge you need to improve their experience and your bot’s performance.

Find out more about new Answers features and improvements in the official Release Note. 

MILAN, ITALY – December 2020: USL Tuscany North West has announced its partnership with global cloud communications platform Infobip to keep residents informed during the COVID-19 pandemic with an FAQ chatbot over WhatsApp.

With the second wave of the COVID-19 pandemic leading to more lockdowns across Europe, and Italy’s regional guidance changing quickly, USL Toscana was faced with the challenge of providing local information, while also combating the spread of coronavirus misinformation.

Infobip, as a WhatsApp Business Solution Provider, helped the healthcare authority build a simple, self-service chatbot within just 25 days. The service is designed to be as accessible and simple to use as possible. Contact with the chatbot is initiated over a publicly available number by entering (+39) 050 954666 into a contact list and messaging the word “Ciao”. This starts a dialogue with the WhatsApp chatbot where users can choose from a list of topics they would like more information on and get an immediate response.

Information accessible via the chatbot includes:

Maria Letizia Casani, General Manager of USL Tuscana North West, comments:

“Having seen Infobip’s work with the Milan Municipality earlier this year to develop a Coronavirus Information service over WhatsApp, we asked for their support in delivering our own local version of the tool in Tuscany. They turned the chatbot around quickly and worked closely with us to ensure it has all the necessary features and latest information. Citizens will be able to access key information about the pandemic without having to call by phone or write an email. This is the first and only experience of its kind in Italy in the context of local health authorities.”

The service launched on November 27 2020. People can also engage with the chatbot via live chat on the health authority’s website, and via Facebook Messenger.

Sanjin Korac, Enterprise Sales Lead – Italy, Infobip, concludes:

“As countries across Europe adjust to another wave of lockdowns, people are once again turning to WhatsApp to stay connected with friends and family. That’s why it’s a natural step for public health institutions to reach people on this channel to deliver trusted, critical information on COVID-19 – especially when in-person services are reduced. We’re delighted to support such an important cause.”

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.

USL Tuscany North West, which was established with regional law no. 84 on 28 December 2015, includes the former Local Health Department of Massa Carrara, Lucca, Pisa, Livorno and Viareggio. The company has more than 14,000 employees, 13 hospital establishments, 10 district areas and a resident population of over 1.2 million inhabitants.

The Product School community spoke, and Infobip now finds itself the proud recipient of the 2020 Proddy Award for Best Customer Engagement Platform.  Given for Moments – its omnichannel customer engagement solution, Infobip is truly honoured to be recognized for one of its first SaaS offerings. Product School is the industry leading product trainers for individuals and organizations to build better products.

CEO, Carlos González de Villaumbrosia, Product School said: “I’d like to congratulate Infobip on winning this award – it was the best in its category receiving the most votes cast by peers from within the product community. Infobip richly deserved the accolade for its solution that helps to simplify the complexity of digital communications today to enable the best in customer engagement and experience.”

Adrian Benić, Vice President Product at Infobip said: “We are beyond grateful and humbled to have won a Proddy. They are given for the world’s best digital products so to find Infobip even nominated was a privilege, and to have won is a perfect ending to an eventful year. Thank you Proddy voters!”

For more information on these awards please visit: Product School Blog