The new upgrades made to Automation in Conversations aim to help you collect customer feedback and improve overal customer satisfaction.

Now, you can automate your contact center processes and reduce manual work by setting up automated messages based on a specific event.

This can be especially helpful in situations when a customer stops replying during an ongoing conversation and an agent needs to close the conversation to eliminate distractions and improve analytics. Using the new feature, you can set up automatic replies that get sent to customers who stopped replying for a specific period of time – helping the agent close the conversation sooner.

On the other hand, in rare cases when an agent stops answering to the customer, the same feature can notify supervisors to take immediate action – ultimately, improving customer satisfaction and brand reputation.

Hearing the Voice of the customer is extremely important, especially in today’s customer-centric world. However, we know that getting customer feedback isn’t always easy, and having enough resources to collect and measure feedback is equally challenging.

To make it easier, we’ve automated the process for you within Conversations. Now, you can automatically assign a Survey to customers before closing a conversation – and track their scores and comments using the Voice of the Customer dashboard.

Now, you can improve contact center performance and response quality, and deliver a better customer experience, in just a few clicks.

Once you’ve collected customer feedback, take understanding your customers one step further with new Voice call metrics.

Now, you can track different metrics that show the overall performance of the calls coming into your contact center, such as rejected calls, unanswered calls, call duration, wait time, and more.

This new addition to Conversations enables you to download a transcript of a conversation, or multiple conversations, so you can monitor customer-agent communication and identify areas of improvement.

We’ve also added new filters to the Conversations Dashboard to help you improve user experience, customization, data control, export capabilities, and more.

We are persistently thinking about new ways to make agents’ lives easier and organization more efficient.

In All Work, where you can find all your contact center conversations, we’ve introduced a new predefined view for the entire contact center, along with a custom view for each user.

Now, you can set up a predefined, global view of conversations on an organizational level, while allowing each user to use a custom, private view.

This helps filter conversations and metrics according to each user’s needs.

For all chat channels, use unique, human characteristics for verification through biometrics authentication.

Biometrics identifiers can neither be counterfeited nor stolen.

Enabling fast and reliable authentication will improve security and customer experience while skipping old verification methods and saving customers and agents time. It takes no more than a few seconds to validate identity with biometrics, and it’s a hassle-free and user-friendly process.

Live Chat, one of the most popular channels that is built into Conversations, has been upgraded to help you provide better customer service.

Improvements to the in-app feature, widget, and agent panel will help agents deliver a more interactive experience on your company’s website or app.

Now, you can set up your chatbot to send interactive buttons which improve agent workflow and automate communication.

Agents can also use the sneak peek feature to see what the customer is typing in real time before they sent the message.

Additionally, with the new session information feature, agents can also gain insight into the customer’s location and identify which page the customer initially visited on the company’s website – helping agents serve customers faster and with more accuracy.

NEW YORK – July 30, 2020 – One Equity Partners (“OEP”) announced that it has signed a definitive agreement to make a major strategic investment in Infobip (or “the Company”), a global cloud communications platform for the world’s largest enterprises. This is the first outside capital raised by Infobip’s visionary founders, achieving a unicorn valuation with one of the largest European software Series A rounds in recent years. In OEP, Infobip also gains a highly experienced strategic partner to help build its presence in the North American market and accelerate its growth through strategic acquisitions.

Headquartered in Vodnjan-Dignano, Croatia, Infobip is a software company that enables businesses to build richer and more connected customer experiences across all stages of their customer journey at scale. The Communication Platform as a Service (“CPaaS”) partner of choice for the world’s largest cloud-based enterprise platforms, Infobip was recently voted best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report. The Company generated €602 million in 2019 revenue, having achieved a compounded annual growth rate of 48% for the last decade.

Infobip has the broadest reach of any global CPaaS provider, with operations in over 60 locations worldwide and more than 600 direct connections with mobile network operators (“MNOs”). It has unmatched product depth, adding a robust Software as a Service (“SaaS”) layer this year to create superior interactions between businesses and their customers. Infobip works in partnership with MNOs, and recently proved itself as a Trusted Partner in The Global System for Mobile Communications Association’s (“GSMA”) Identity Revenue Initiative, increasing MNO revenues using digital identity technology.

“OEP is excited to partner with Infobip’s co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. Together, we have a shared vision to further accelerate Infobip’s pre-IPO growth in North America and globally by executing a series of identified strategic acquisitions,” said Chip Schorr, Senior Managing Director at OEP. “We have been deeply impressed with this team, and believe it has built a world-class, SaaS-enabled communication platform, powering richer customer interactions for leading global enterprises, while also optimizing performance for its MNO partners.”

“OEP has deep experience driving transformative growth in the businesses in which it invests, and we’re thrilled to partner with this unique team as we expand Infobip.” said Silvio Kutic, CEO of Infobip. “We believe that conversational user interfaces are transforming the way we interact with digital services, and this will forever change the way we interact with the world around us. We’re headed towards a new era – which we call ‘interaction 4.0’ – replacing the need to browse the web or download an app with conversational interaction as the heart of communication. We plan on being at the forefront of this era, and this investment from OEP will help to get us there.”

One Equity Partners has a long and proven track record of partnering with founders and shareholders of high-quality, high-growth global telecom and enterprise software businesses, where OEP applies its expertise to transformational acquisitions and organic growth investments for step-change expansions in technology capability, geographic reach, and market share.

Citi and Morrison Foerster advised Infobip, while Latham & Watkins and KPMG advised OEP.

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 60+ 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.

About One Equity Partners

OEP is a middle-market private equity firm focused on the industrial, healthcare, and technology sectors in North America and Europe. The firm builds market-leading companies by identifying and executing transformative business combinations. OEP is a trusted partner with a differentiated investment process, a broad and senior team, and an established track record generating long-term value for its partners. Since 2001, the firm has completed more than 180 transactions worldwide. OEP, founded in 2001, spun out of JP Morgan in 2015. The firm has offices in New York, Chicago, and Frankfurt. For more information, please visit www.oneequity.com.

Press contact for One Equity Partners:

Kelly [email protected]

Press contact for Infobip:

Will [email protected]+44 207 802 2626

London, UK & Vodnjan, Croatia: 4 June 2020 – Global communications platform, Infobip announced today it has attained a ‘Best’ rating in vendor performance for A2P SMS, achieving the top position in Tier 1 vendor performance for Rocco’s annual benchmarking report which surveys 353 mobile operators and 315 enterprises worldwide.

Marking the fourth year in a row that Infobip defends its position as number one provider of SMS for mobile operators, the company also maintained its lead as best provider for enterprises a second year running in a report that started in 2019.

Facilitated by independent research and consulting firm ROCCO Research the surveys offer unique and transparent insight into these marketplaces from two key perspectives: telecoms wholesale, and customer engagement and communication.

Additionally, Infobip placed in the top ten of ROCCO’s Innovator companies, a report that looks at mobile operators’ perceptions and opinions of how vendors in the roaming, messaging and interconnect market are innovating.

The A2P SMS vendor surveys poll operators and enterprises about the vendors’ performance in a range of categories from technical expertise and customer service to brand perception and competitiveness.

ROCCO has been providing independent and unsponsored research in the specific niche area of Roaming and Interconnect since 2012. All ROCCO’s published reports and insights are 100 percent independent and neutral.

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.

Infobip has 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. Infobip powers enterprises to deliver messages across any channel, any device, at any time and anywhere in the world.

About ROCCO Group

ROCCO Group is formed of three companies ROCCO Research, ROCCO Strategy, ROCCO U which specialise in Research, Consulting and Education. ROCCO has been providing independent and unsponsored research in the specific niche area of Roaming and Interconnect since 2012. By not using sponsors for its research projects, ROCCO is particularly known for its independent and neutral stance, as well as encouraging innovation and the solving of industry issues with taskforces. For the last six years, ROCCO ‘s annual A2P SMS Messaging Vendor Benchmarking studies are commonly used by MNOs and Enterprises in boardrooms across the world to determine their strategy for messaging. Vendor Benchmarking from ROCCO actively allows companies to save time on the often difficult choice of vendor selection.

We recently announced the official launch of our digital cloud contact center solution, Conversations, which is now available for general access. With this launch, we added new features and channels that aim to help businesses reach more customers and improve customer support results – and have outlined how to use them to achieve your overall contact center goals.

Analytics is found as one of the key enablers and drivers of remote work, or “work from home.” Due to new circumstances caused by the current global situation, managers can no longer supervise agents’ work in person, and the only way to understand and track their performance is through Analytics. With the recent update, we redesigned the Analytics dashboard and enriched reporting capabilities, bringing you even better insights into agent utilization and performance, as well as tags, queues, and channels overview.

Gain better business flexibility and agility using the new extended Agent statuses feature, especially when enabling remote work. Managers can use this feature to track agent statuses, changes, performance according to their status, and how they spent their time.

It can make a big impact on the productivity and efficiency of your contact center – from improving team communication, simplifying routing, and directing calls and messages to agents whose status is set to “available” to help managers optimize KPIs.

If enabled by the customer, agents will be able to see if messages exchanged via Live Chat and chat apps are delivered and seen by the customer. Using message statuses gives agents insight into where, when, and why a conversation may be stalled and can have a big impact on how they interact with customers.

Automatic Away messages help managers set up a contact center’s off-hours auto-reply messages for a specific period. These ensure customers that they will be further assisted by an agent during working hours, when agents and managers access all conversations created during off-hour periods.

To always be there for your customers, even outside of working hours, set up a chatbot over their favorite communication channels to send automatic replies.

Last week, we also introduced our chatbot building platform – Answers.

Answers enables businesses to create simple rule-based (keyword) and intent-based (AI conversational) chatbots that send automatic responses to questions and seamlessly transfer customers to live agents while retaining full conversation context. Using a chatbot as a part of your contact center will help you provide always-on support while improving customer satisfaction at a lower cost.

The safest way of identifying and authenticating customers in a reliable and fast way is by using unique biological characteristics – in other words, face and voice recognition.

Biometrics lead to an improved customer experience by enabling faster authentication and lower operational costs for businesses.

In addition to new features, we’ve added five new channels to help you offer more support from a single interface.

Today, customers are more likely to engage with a business when visiting their website. That’s why we’ve added Live Chat as an integral part of Conversations – to enable real-time support directly on your website or through your mobile app. Live chat is easy to configure and set up – and is sure to resonate with your customers.

Let your customers reach you by dialing your customer support phone number from mobile or landline phones. Agents can answer calls directly from the Conversations web interface, which enables them to provide faster support and work remotely.

With real-time enabled Audio and Video (Early Access ) calls, your customers can reach out to you directly from mobile applications and websites in a single click, which provides an uninterrupted customer experience.

LINE is one of the most popular chat apps in key markets such as Japan, Taiwan, Indonesia, and Thailand. We’ve added LINE to the Conversations channel portfolio so you can provide support on your customers’ preferred channels.

RCS (Rich Communication Services) enables you to interact with customers using media-rich messages that include images, videos, GIFS, and more, over an app that comes native on their phone.

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

Many businesses struggling with the cost and complexities of on-premise hardware or siloed computerized systems are having to speed up their digital transformation plans to meet the rising expectations of today’s ‘always-on’ customer, as well as accommodate agents working from home.

Today, companies look to technology to:

To help build connected experiences and transform frontline customer support into customer experience hubs, we have officially launched our omnichannel cloud contact center solution, Conversations, and chatbot building platform, Answers.

Conversations is an integrated solution that allows you to effortlessly upgrade your legacy systems with an easy to deploy and customizable cloud-based solution that strikes the right balance between automation and human interaction – providing an unmatched customer-centric experience.

Businesses that use the Conversations cloud-based interface have access to:

As of today, Conversations will be available with enriched features for businesses who signed up during the beta phase including Bolt, CambioReal, and Jordan Ahli Bank.

Supporting Conversations is Infobip’s intuitive chatbot building platform, Answers, which enables businesses to automate repetitious queries with seamless agent takeover when required – helping them balance tech (AI) and the human touch. 

Businesses can use Answers to deploy keyword or AI-powered chatbots over WhatsApp, Facebook Messenger, Viber, Live Chat, RCS, SMS, and Apple Business Chat.

While both companies and customers adapt to today’s ˝new normal,˝ businesses that use Conversations and Answers will get a head start on their digital transformation, enabling them to:

While we’re reeling under a global crisis, contact centers worldwide are challenged with the combination of managing a high volume of customer queries and working remotely. The need for the hour is a flexible, scalable and digital cloud-based contact center solution to maintain a consistent customer experience, which is where Conversations is uniquely placed.

To help you keep up with your customers’ demands on a real-time basis through an omnichannel approach and manage workloads effectively, we’re continuously working on enriching our solution. Our early access version of Conversations can help you mitigate some of the challenges, while we’re on course to roll out the general availability version, with greater features soon.

So, while your agents are taking care of your customers, let’s introduce you to what’s new with Conversations.

Our newly added Agent Utilization Analytics will help you and your contact center managers get measurable and impactful insights into your agents’ productivity.

With the increased need to work from home, it is important to manage agent productivity and workloads. Our analytics will help contact center managers track the agent’s customer handling time and cumulative workload. Some agents may spend only 40% of their time managing customer interactions, while others may operate at a much higher capacity – leaving them with little or no time for a lunch break. The addition of Agent Utilization Analytics will give you an insight on how to adjust and optimize the workload across agents in the best way.

Often customers’ feel like they aren’t heard, and one of the reasons is they have to repeat themselves with every agent interaction. This leads to frustrated customers, lack of loyalty and high drop off rates. Conversations’ new Sticky Agent feature helps direct customers to the same agent who they last interacted with. This way the customer knows the agent will understand them better and agents will be able to solve queries quicker.

Giving your customer contextual and personalized service is a hallmark of a contact center, but it could also be time consuming and costly if not implemented properly. We’ve introduced Custom Context Cards to our Conversations platform.

What this does is give your customer support team the proper context required to provide a quicker, and more personalized response to your customers. In the current pandemic affected scenario, contact centers will be inundated with even more inquiries across all industries, and Custom Context Cards will help agents address each customer query during these sensitive times with a personal touch.

Conversations can be easily integrated with CRM, ticketing, and eCommerce systems such as Jira and Shopify, providing all the relevant data on one interface. Serving contextual data in one place improves agent efficiency by helping them troubleshoot faster, improve resolution time, and increase customer satisfaction.

Imagine being asked the same question repeatedly and having to type out the same answer over and over again. Not only is this time consuming but can also lead to an agent feeling frustrated. To provide a great customer experience, it is important to ramp up the agent experience as well. One solution to automate FAQ’s is chatbots, but what if you don’t use a chat bot?

Our feature Canned Responses will arm your agents to answer these queries quickly and effectively. Canned responses are predetermined textual templates that can speed up the responses of your agents and help them respond to several queries simultaneously. It leads to resolving more issues in less time and results in increased customer satisfaction.

Automated customer service with AI chatbots leads to enhanced customer experience and reduced costs. But for a chatbot to be successful, human intervention is crucial, including configuration, training, and optimization. There are some inquiries, which a chatbot can’t handle and requires a human touch. Hence, it is important to enable seamless human to take over when the chatbot gets stuck.

Through Conversations, contact center managers will be able to monitor all interactions exchanged between bots and customers in real-time. In case the bot is struggling, they’ll have the Agent Takeover action available to transfer the customer to an agent.

Monitoring bot conversations will help managers identify bottlenecks in the bot setup and make improvement suggestions, which leads to providing a better customer experience. Also, it will help them measure how many conversations end up being transferred to an agent to organize the workload better.

Check out more of our new features and improvements in the official Release Note.

During this time of unprecedented uncertainty, all of us here at Infobip are concerned with the safety and well-being of our families, colleagues, customers, partners, developers and the many friends who make up Infobip’s vibrant global community.

Thoughts of course go out to all those affected personally by COVID-19 and we hope everyone touched by this infection recovers soon and without incident.

As a business, everything we do is about and for our customers. For 14 years we have been honored by and grateful for the trust you have placed in us to provision and mediate your communications and customer support technology needs. So, in today’s challenging environment we want to provide you with more information regarding how we are securing our business and in turn – yours.

Infobip operates a Platform as a Service product. The most important element of our product is the that of a highly available geographically redundant service.

Our hardware is hosted in a multi-site configuration by our hosting partners. Physical access to our hardware is exceptionally limited, and only in extreme circumstances. Our platform is designed to be remotely administered by default as part of our 24/7 operations we do not envisage any changes being necessary at a platform or hardware level to mitigate against potential impacts of current isolation planning. Infobip has a Business Continuity plan designed to respond to disruptive incidents quickly and effectively. Our reaction to COVID-19 for example follows the terms and references set out in this policy.

Moreover, all our customers are serviced by specialists that are set up to work remotely for as long as is required to provide unfaltering 24/7 follow the sun support. The team has not experienced any disruptions to this model, and we continue ‘business as usual’ performing all core business operations as expected. We do not anticipate any interruption to this way of delivering high standard services and support.

Our Safety Team monitors daily the spread and effect of the virus with regular advisories on the latest necessary and precautionary measures needed to protect all staff, their families and professional communities alike. 

A work from home mandate was activated in all regions with reported infections – this has now been extended to all markets. All international travel has been stopped until further notice with face-to-face meetings, events, new staff onboarding or workshops either postponed or commuted to a digital format.

Further we have created a microsite within our company intranet where all employees can access information and guidance regarding the current outbreak at any time. It includes general news on the virus as well as important company updates, instructions and guidance on recommended preventative measures and links to important public health information.

 We do not anticipate having to escalate plans further but will not hesitate to do so should it be required.

Infobip works with and is supported by several strategic partners and developer communities. We are in regular contact with all of them to ensure they apply comparable mitigation practices with their teams, while still maintaining service levels. And of course, we hold ourselves equally as accountable to these cohorts.

Infobip understands that communicating during a crisis is essential for maintaining public confidence – especially when it entails information important to protecting public health. Infobip is in the business of delivering quality digital connected communication and we feel duty bound to assist organizations tasked with delivering critical communications at times like these.

If authorities are to engage in dialogue with the population during a crisis, they must have access to sufficiently large communications technology that has the capacity to handle potentially massive volumes of calls and contacts. So, we have decided to make some of our technology available for this purpose and have been helping with public health information initiatives around the globe with projects in development in Africa, APAC, India, Europe and Latin American regions.

If you think we can assist you in this capacity, please contact [email protected].

Finally, Infobip is fully committed to ensuring the health, safety, and well-being of our employees, their families and our wider professional community. This is our top priority in order to maintain the business continuity needed to provide the support and service our customers rely on.

As this situation evolves, your Infobip account team will proactively reach out if there is additional support we can provide. In the meantime, if you have any further questions about Infobip’s response to COVID-19, please contact your account professional.

Stay safe and look after each other.

Silvio Kutić

CEO, Infobip

London, UK & Zagreb, Croatia – 10 March 2020: Infobip has achieved a Tier 1 rating status in the ROCCO SMS Firewall survey for the third year running, receiving a 4.37 overall rating out of a possible 5. ROCCO does not judge entrants directly, but facilitates Mobile Network Operators (MNOs) in rating them and giving opinions across the wider vendor base, creating a community for information and advice exchange on specific important vendor decisions.

Now in its fourth year ROCCO looks to identify market intelligence in the SMS Firewall space and test it against informed opinions held by leading Telecommunications organizations. These reports also act as a record of vendors’ progress in terms of overall performance.

Out of the 18 vendors in the running, Infobip achieved the second highest rating with just 0.01 percentile difference from the top ranking based on general performance criteria including reliability, customer service, technical expertise, reputation, value for money, value added services, quality of service, transparency and flexibility.

131 MNOs across 92 countries were also asked the question: What are the top 3 requirements you have for SMS Firewall Vendors?   Results showed these to be: SIM box / farm detection capabilities, knowledge of A2P SMS market and trends, and the ability to protect both inbound and outbound A2P SMS.

-ENDS-

For more information on the ROCCO SMS FIREWALL VENDOR PERFORMANCE REPORT2020 please contact:

Operators: Darko Blazok-Broz

Press: Natalie Homer

London & Vodnjan: 27 February 2020 – Infobip, a global cloud communications platform that enables businesses to build connected customer experiences at scale, today announces it has appointed Aurora Volarević, former Deutsche Telekom Director as its Chief Audit Executive. Reporting to the board and future investors, Ms. Volarević joins to strengthen overall governance as the company prepares for future growth opportunities.

The role willentail putting in place protocols and practices to ensure full corporatetransparency including setting up a global audit function.

With morethan 20 years’ experience in audit and risk management, Ms. Volarević was previouslypart of the Deutsche Telekom global audit management team; she also led the internalaudit, control and risk function for both Croatian Telekom Group and MontenegroTelekom, and assumed various management roles in the banking industry includingSumitomo Mitsui Banking Corporation in NYC, UniCredit group and Kentbank (SuzerGroup).

A graduate of the University of Zagreb, Croatia, she holds a Masters in Auditing from the Faculty of Economics, as well as a Degree in Engineering from the Faculty of Electrical Engineering and Computing. Most recently she completed a certification program in Data Science from Harvard.

A graduate of the University of Zagreb, Croatia, she holds a Masters in Auditing from the Faculty of Economics, as well as a Degree in Engineering from the Faculty of Electrical Engineering and Computing. Most recently she completed a certification program in Data Science from Harvard.

About Infobip

Infobip powers enterprises to deliver messages across any channel, any device, at anytime and anywhere worldwide. Infobip’s technology creates seamless mobile interactions between businesses and people and simplifies the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to include 65 offices on six continents offering in-house developed messaging platform with the capacity to reach over seven billion mobile devices in 190+ countries connected to over 800 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks and tech companies.

For press enquiries contact:Natalie Homer, Global Communications +44 [email protected]

On February 12th the GSMA announcedit had to cancel this year’s MWC due to coronavirus-related concerns. The tradeshow was scheduled to run between February 24th and 27th inBarcelona and draws on average around 100,000 delegates from over 200countries. At the heart of this decision is the apprehension around the ease ofspread of the virus combined with the long incubation period before a personmay demonstrate symptoms. We value ourparticipation in important industry bodies like GSMA and deeply respect thestep it has taken to protect attendees.

Given this outcome, Infobip would like toreassure its peer network that representatives will be in touch withindividuals to reschedule planned meetings and demos including those for our Mobile Identitysolution which provides omnichannel user authentication & verificationservices for enterprises and MNOs as well as use cases for the next generationof short messaging, RichCommunications Services (RCS).

Additionally our presentations planned for theGSMA Summit on Sunday 23rd February on Mobile Identity, the seminaron RCS which was due to take place on Monday 24th and the Chatbotspanel scheduled for the 26th will be made available online or aswebinars.

If you had a business ornetworking meeting scheduled with Infobip at MWC, please expect a call from theappropriate account manager to reschedule.You can access the full GSMAStatement on MWC Barcelona 2020 from John Hoffman, CEO GSMA Ltd here.