London, United Kingdom – July 1st, 2019 – Infobip, a global cloud communications company for business and a leader in omnichannel engagement, has been recognized as the hottest business-to-business startup at Europe’s premier tech industry award show The Europas.Infobip won the “Hottest SaaS or B2B Startup” category. The award adds to an impressive year for the company. Earlier this year, Infobip won the Ernst & Young Entrepreneur of the year award in Croatia, where the company headquarters are, and in May 2019 it was ranked both by enterprises and mobile network operators as the Number 1 A2P Messaging Vendor 2019 worldwide by the prestigious ROCCO Research. The Europas are awarded based on thousands of votes gathered from a public vote, which are then combined with industry judges from the venture capital community, major news organizations, and the wider startup arena.

Infobip is a full-stack Communications Platform as a Service (CPaaS), with private cloud infrastructure and zero-hop connectivity to telecoms globally. The company is also extending its services from A2P communication to Contact Center as a Service (CCaaS), enabling person-to-person (P2P) communication through a full-stack customer engagement center.

Over the past two decades the way humans interact with various services has evovled. From desktop computers and web to mobile applications and IoT. 

​The Europas Awards are in their tenth year and is the only independent and editorially driven event that recognizes the European tech startup scene. The annual show is a combination of a deep-dive panel discussions on the hottest topics in tech, with this year panels featuring “Tech and Responsibility: What does Tech owe society?” and “A Year in Coverage” where tech reporters from Bloomberg, Business Insider, Wall Street Journal, and sifted.eu discussed the year’s most important stories and trends. This was followed by a fireside chat with Mike Butcher, editor-at-large of TechCrunch Europe, and tech pioneer Brent Hoberman, Chairman and co-founder of the Founders Factory and Founders Forum.

The whole event is curated by The Pathfounder, which was founded by tech journalists Dianne See Morrison and Mike Butcher.

Infobip powers enterprises to deliver messages to their customers across any channel, any device, at anytime and anywhere in the world. Infobip’s technology creates seamless mobile interactions between businesses and people, simplifying the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to more than 60 offices on six continents. Its proprietary messaging platform connects to over 800 telecom networks and has the capacity to reach over seven billion devices in 190+ countries. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.

The Europas is the premier awards for Europe’s hottest tech startups celebrating the most ambitious and innovative tech companies across 20 categories. Founded in 2009 and still run today by Mike Butcher, The Europas concentrates on the newest companies on the scene and also brings together the mid and late stage technology startups, as well as leading investors and media in the EMEA region. It’s a genuine, editorially driven, independent awards, judged, in part, by the community itself.

A single workspace for customer service teams where they can view and manage customer conversations from beginning to end, across any messaging channel, with ease.

Consumers want to interact with brands in the same way that they would with other people, through their preferred channels, whether it be Facebook Messenger, SMS, or WhatsApp. However, there is a big gap between a contact center’s ability to adopt digital channels to connect with customers in a scalable way and what customers expect.

For most businesses, interacting with customers across multiple channels often leads to disconnected experiences. It’s difficult for customer service teams to carry forward the context of a conversation from one channel to another, as well as interpret data-driven insights that contribute to overall customer satisfaction when agents must rely on notes alone.

Today, we’re announcing  Conversations [Early Access] — a single workspace for agents that unifies messaging channels and empowers teams to easily talk with customers, while unlocking insights by understanding the customer’s most pressing needs.

The following features will be available to test during the Early Access period:

Many consumers consider messaging apps to be one of the most effective communication channels in their daily lives.

For the beta release, we’ll support SMS, Facebook Messenger, WhatsApp, and Viber. Accelerate your time-to-resolution by meeting customers on the channels of their choice.

With Conversations, agents and customers can switch between communication channels without disruption. For example, when the conversation moves from WhatsApp to SMS, the chat history and context moves along with it, creating a single, continuous conversation thread in a single workspace.

The advantage of never having to ask your customers to repeat themselves.

Agents will be able to instantly pick up the conversation where a previous interaction left off. By connecting interactions from the first contact to the most recent from any channel, agents can seamlessly continue the conversation without asking the customer to repeat the entire history of the issue.

Analyze and monitor your team’s performance, as well as customer activity with a real-time dashboard and reporting.

Chatbots and intelligent routing, based on business logic, will enable teams to achieve efficiency by automating the inbound experience.

At Infobip, our goal is to help businesses simplify the complexity of global messaging and enable them to interact with customers in a personalized way with ease. With Conversations [Early Access], we aim to help brands improve their customers’ experience through contextual conversations.

Mexico City, Mexico- June 4th, 2019 – Infobip, a global cloud communication company for businesses and a leader in omnichannel engagement enables Rich Communications Services (RCS) together with Google RCS Business Messaging (RBM) throughout Mexico. RCS allows businesses to carry branded, 2-way rich communications with predefined replies and action buttons delivering visually appealing and interactive content such as video, high-res images, and files natively on mobile phones.

London, United Kingdom – May 30th, 2019

‘With more than 90 percent delivery all around the world, it’s a good rate. Its high-performance service, high level of customer experience and dashboards, and a good platform to reach your target audience, this is what makes Infobip Number 1 A2P SMS Vendor.

Receiving these two incredible awards based on ratings from both MNOs and enterprises around the world truly acknowledges our commitment serving our clients, adapting and tailoring to their needs and requests. It is also a true celebration of the Infobip team efforts, the tireless striving for perfection that lays the foundation of the awards. Our MNOs high ranking is also incredibly valuable to Infobip, and we will continue our dedication in growing our A2P business organically satisfying the needs of our customers and partners.“Silvio Kutic, CEO of Infobip.

About Infobip 

About ROCCO 

IVR (Interactive Voice Response) is a technology that lets humans interact with computers by using voice and DTMF input. Having IVR is great way to enhance customer experience, but building an IVR is usually complicated, takes a lot of time and relies on the ability to code. We decided to change this and help you reduce the costs of business and gain productivity by developing a new feature that you will like…

Our IVR solution does not require programming skills. Actually, it doesn’t require a single line of code to get you going – and the drag and drop functionality will help you quickly create and manage IVR menus for your customers.

What can you do with IVR on the Flow?

In addition to giving you the ability to create an IVR without a single line of code, IVR on the Flow will let you easily:

Create multistep IVR flows Enable real-time interaction with your back-end systems over Call API Create logic for call forwarding Record customer voice input Create TAGs to track customer behavior Combine IVR with other communication channels

Create multistep IVR flows

Use variables to track your customer keypad inputs, and conditions to navigate the customer to the next IVR menu.

Click the image below to see an example of a multistep IVR flow:

You can define the maximum keypad input length the customer can enter, depending on the type of input you need from your customer – these can be simple inputs such as 1-9, or they can be more complex long numbers like orderID or cardID.

You can also define the response waiting time for your customers’ input – if they’re not active, you can terminate the call and save on costs.

Enable real-time interaction with your back-end systems over Call API

If you want to send an instant reply to your customer that has entered their cardID or orderID, you can use the Call API function to enable real-time interactions between your systems and Flow – this gives you the ability to reply with the information collected from your system, or with validation they need to get to the next step of the conversation.

Create logic for call forwarding

Call forwarding comes in really handy when your customers need more details about the promotional message they just heard in an IVR call.

You can also create non-IVR actions based on the call forwarding status (answered, no answer, busy or error). For example, if the line is busy, you can create a condition, and send an SMS to inform a customer that they will get a call as soon as an agent becomes available.

Call recording

You can now make a recording of your customers’ voice input – this will be an important addition to your post call surveys, or for customers to leave a message.

You can define the length of the recording, the maximum duration of silence once the customer leaves their message, and escape digits – If the customer just wants to get back to the IVR menu, you can give them a simple option to get back.

Create TAGs to track customer behavior

TAGs can help you optimize the IVR menu – by adding a TAG after each customer action, you can track what the most popular IVR option was. If you notice that the most popular choice is the second step, why not promote it to the first IVR menu.

By doing this, you can shorten the call duration time and give a better user experience for your customers.

Combine IVR with other communication channels

IVR is a powerful tool but can even be better if you combine it with other communication channels like SMS, chat apps, or email. If your customers need to check their balance or loyalty point status, they can request it over an IVR flow and receive an SMS with all the details, giving them the option to have the information stored on their mobile phone.

Which use cases does IVR on the Flow enable?

The following three use cases are the most commonly used and easy to implement:

Identify your customers. You can automatically identify customers by creating a validation process before they reach the agent, helping you optimize your communication. Automate a part of the interaction. By combining IVR and Call API functions, you can set up automatic replies based on the customer query. For example, if the customer wants to know when their order will be available, you can request the order ID. The order ID will be a unique identifier for the parcel, and you can respond with a voice message that will give them the delivery information. Perform post call surveys. It is essential to have insight into your service performance and to do that you need to ensure a constant feedback loop. With IVR, you can gather useful customer feedback by combining the qualitative and quantitative approach. You can get the quantitative information by asking your customers to rate you from 0 to 10, and the qualitative information by recording their response to questions.

Without the need for programming, our codeless IVR can help you avoid unnecessary costs and allow you to focus on improving the experience for both your agents and your customers.

Today customers expect a real-time communication experience when they talk to brands. To meet this demand, you need to be able to fully automate and personalize messages to build engaging communication journeys with your customers through multiple touchpoints.

By using omnichannel messaging and combining the powers and strengths of different channels, you will get better campaign results, keep your customers engaged, and deliver rich customer experience.

This is why we are bringing yet another powerful solution to enable you to connect different external systems to our platform – helping you easily get data and deliver information to your customers instantly.

Our customer engagement solutions now come with new functionality – the Call API in the Flow (you can think of it as a webhook) which brings real-time interaction between an external system such as a website or a CRM and the Flow in real-time. Use it to update CRM or to steer communication steps depending on the collected data, for example, allow your customers to check their loyalty points or package delivery status.

Let’s quickly recap what exactly the Flow is, in case you still haven’t created one. Flow is a powerful and easy to use drag and drop interface, which allows you to build omnichannel two-way communication flows. It requires no coding skills – using the drag and drop functionalities, you can quickly combine channels, create conditional “if-then” scenarios, and even use a failover option to ensure message delivery.

Why should you use Flow? To save time and automate communication steps, improve customer experience, increase engagement, and track results at every step. It lets you create compelling communications to follow your customers through each step of their journey. Click the image below to see an example of a flow.

Real-time interaction between systems for efficient automation

The new Call API comes as an additional step in the Flow which allows you to get information instantly as users expect real-time experience, it helps you provide requested information automatically and quickly by connecting your external systems with the Infobip platform. Save responses to temporary custom Flow variables to personalize and steer communication in the Flow, depending on the collected data.

While creating a Flow, you can choose between different channels such as SMS, voice, email, mobile app messaging (push), or chat apps – use multiple channels for maximum engagement.

You can use Call API to only send the data (one-way) to a third-party system outside the Infobip platform or to request data (two-way) needed for your communication steps.

Let’s go through a few use cases and see how to take advantage of both options in your communications.

Inform your customers about loyalty program status

Marketing and loyalty program managers must work closely together to develop an effective program to keep their loyal customers happy and to turn them into brand advocates who gladly recommend products and services to their friends and colleagues. According to research by Nielsen, nearly 72% agree that all other factors equal, they will buy from a retailer with a loyalty program over one without.

Easily create a Flow that will allow customers to check their loyalty status (points or level), send a request to your system and get info to send a personalized message and reply with the requested information. You can also automatically send a follow-up conditional message, offering them a discount on their next purchase or emphasizing certain benefits for loyal customers depending on their loyalty program status.

Building blocks – what’s behind the conversation the customer sees? Click the image below to see:

Click the image below to see what the customers see and what is happening in the background:

Improve security – create inbound IVR Flow including PIN authorizations

Improve customer security and simplify the authorization process for your call center using an inbound IVR Flow and Call API, and then transferring the call to an agent. You can easily create an authorization step even before your customer reaches an agent, check customer’s ID (for example PIN) before speaking to an agent or getting the requested info such as account status.

Automatically update your CRM data

Call API can also help you do the simple yet useful CRM updates, such as asking customers if they recently changed their address. Call API will send information to your CRM and update customer profile automatically. Another option is to ask if they are interested in a new service or a product you offer, such as new insurance or loan options – API will allow sending and saving their response in CRM, you can then instruct your agents to call the customers interested in your service.

Allow opt-outs and stay compliant with personal data regulations

Easily update your system if a person wants to opt-out to stay compliant with personal data regulations such as GDPR. You can easily add those people to a Blacklist in our platform as well as inform your external system about opt-out’s, and have the latest info in all of your systems.

Provide the best customer experience and engage your customers using different channels in Flow

Using different communication channels and multiple steps in your automated flows, you are getting a higher chance of reaching your customers, keeping subscribers engaged, and converting your leads to clients. On top of that, now, you can connect your systems to truly automate messaging flows and use the data that doesn’t have to be stored on our platform.

Learn more about Flow or start building Flow if you are already a customer – keep your subscribers and customers engaged, boost retention and loyalty, and drive revenue with our communication solutions.

Targeting the right people, over the right channel, while offering unique and personalized communication experience will help you increase conversion rates, keep your subscribers engaged and in the end drive revenue.

To get you started on that, we’re introducing the latest update to Infobip’s People API which will help you connect your customers base with the Infobip platform to send manual and automated engaging communications.

Having all your subscribers, leads and customers in one place with all important and updated data needed for segmentation and targeting is crucial to create communications that bring good results. Our platform can also help you send automated omni-channel communication flows which can be triggered as soon as your customer profiles get updated using People API – this way you can build better relationships through multiple engaging touch points.

What is People API and how it can help you?

The People API lets you automatically connect a website, CRM, or application with the Infobip platform by storing rich profiles in Target. This way you can eliminate the need for manual import and export of data every time you want to send a communication – reduce the time for preparing messages and automate that part of your business process.

Up-to-date full 360° view of every customer

Manual data extraction from the database and manual updates usually result in a lot of wasted time that could be better spent on more meaningful and profitable tasks. Additionally, it also increases the chance of human error, and very often it is not done as frequently as it should be.

People API does a lot of this manual work instead of you, and simplifies updates of people profiles. You can then use Target inside the Portal to segment imported people and to create communications.

Check out a basic example of how the process can look like:

Usually, companies have to deal with multiple profiles of one customer in several systems like CRM, Booking, E-Commerce, ERPs Databases. In this setup it is quite hard to segment people using filters from several systems – sync all data from all system to Infobip and create unified customer profiles.

Create rich customer profiles and use real-time communication triggering

Doing manual people profile updates is not an ideal situation to set up and start doing truly automated communications. With People API you can configure the system to sync data from your system to the Infobip platform instantly. This allows you to set up a Flow Communication that will be triggered as soon as your customer gets updated via the API.

Create rich people profiles for better targeting and real-time triggered communication:

Target your customers with more efficiency using Tags which become very useful when you want to simply group people according to a specific interest or action, you can consider them as labels – static values which give you more information about your customers. For example, let’s say you want to tag all customers who have abandoned their shopping cart under an “Abandoned Cart“ tag. When this change occurs, and a customer gets a tag, it triggers the sending of an automated message and starts the Flow, encouraging them to go back and finish their purchase.

According to research done by Baymard, more than 60% of all e-commerce visitors abandon their shopping cart. Whether its customers being interrupted during their journey or ones that just browse, you should try and get them back using different channels. Here is how you can automate it!

To create carefully tailored and personalized messages you can also use Custom Attributes to enrich people profiles even more. The “Loyalty Program Level”, for example, can be used to track membership level status (gold, silver, bronze). When a customer gets the “gold” membership, People API will update their data, and they can automatically start receiving specially created messages for the most loyal customers with benefits and discounts to make them brand ambassadors and keep them happy.

Here is an example – you want to track Loyalty program updates:

Configure a Flow that tracks the Value for the field “Loyalty Program Level” – this field gets filled via API from the CRM. As soon as this field is updated, a communication is triggered – below is an overview of how attribute update and Flow work together.

First you need to create the Custom Attribute – do it via Portal or People API. lt is quite simple to do it on the Portal – go to Target-Configuration and create:

You can create Custom Attributes via the API with the following method:

JSON REQUEST

When the custom field is created you can fill it manually or use an API call to update the customer’s profile.

UPDATE PERSON’S PROFILE

Using your customers’ channel of choice helps create the best engagement possible. By asking customers what their desired channel is during the signup process this information is automatically added to People in Target, and a unique customer profile is created; simplifying your campaign planning and segmentation.

The new People API brings improvements for accessing people as well as new simplified methods for updating people information. Work together with your DEV team to set it up and connect your databases with Infobip, use the People API to sync your systems, have up-to-date data about your audience and create personalized automatized communication journeys to grow your business!

Visit our Infobip API Developer Hub to learn more about technical details and how your communication with customers can benefit from the People API.

Nairobi, Kenya- May 14th, 2019

Banks have to meet the customer needs of its competition. Maintaining customers long-term will require impactful engagement through omnichannel communications over the channels they use and prefer. Infobip is a provider that can truly address these pain points, helping banks throughout Africa improve their financial service offerings and ultimately enable every Kenyan with a bank account to be powered by mobile technology.Ali Hussein Kassim, co-founder, and CEO of FinteXX.

It is imperative to listen to your customers and interact with them on digital channels. Our recently launched mobile app, for example, increased our customer base by 150 percent in only seven weeks, but USSD service is still very much in demand in Kenya. With the support of Infobip, we implemented our USSD solution in less than two months, and we can already attest to great results customer-wise.George Njuguna, Chief Information Officer, H.F. Group.

We are constantly trying to find new, innovative ways to optimize our processes and interactions with our customers to increase satisfaction with our bank. CBA is utilizing Infobip’s platform for A2P SMS communication, but our goal is also to expand our cooperation with additional channels such as email, chat apps and push notifications for example.”Dennis Volemi, Head of IT at CBA.

’Infobip is expanding its operations in Africa. It is a region that is changing and improving rapidly when it comes to mobile money and financial services. Kenya, being one of the more progressive and developed nations in Africa, presents great potential and sets an example in truly diminishing the unbanked. With Infobip’s messaging solutions, banks can effectively build customer engagement, trust, and loyalty that is so important in Africa’s evolving banking industry.”Rachel Njiru, Infobip’s MD Kenya & Director OP Africa

About Infobip

Contact:

Dhaka, Bangladesh- May 12th, 2019 –

Dhaka Electric Supply Company Limited (DESCO)

chat app channels

We are looking forward to increasing our customers trust, loyalty, ease and satisfaction by utilizing mobile messaging.Brig. Gen. Md Shahid Sarwar, Managing Director of DESCO

We are thrilled to help DESCO enhance their customer experience in enabling an efficient billing dialogue where customers can quickly receive answers on a particular statement or payment inquiry. We’re also looking forward to introducing DESCO to additional messaging solutions enabling customer dialogue over chat apps, RCS, and E-mail to name a few.Md. Rahad Hossain, Country Manager of Infobip Bangladesh

About Infobip 

Syeda Nazneen Ferdousi

Bangalore, India – May 8th, 2019

User experience and engagement have become paramount in today’s increasingly competitive business landscape, particularly in the B2C space. WhatsApp Business API provides the perfect opportunity for brands to communicate with their customers by using branded rich media content that is personalized on the chat app they already trust and enjoys. Given the popularity of WhatsApp among Indian users and the growing trend of conversational commerce, Infobip is poised to redefine customer experience as we know it today.Harsha Solanki, Managing Director, Infobip India

WhatsApp Business API enabled by Infobip is providing our customers with information and specifications about a new car purchase. We can also provide our customers with the address and the details of the nearest car dealership if a buyer is looking for a used car. It is all about providing a great customer experience when buying a car – one of the biggest personal investments you make in your life.Anurag Jain, COO and Co-founder of CarDekho.

Consistent engagement and timely communication with our customers is imperative for EaseMyTrip. Using WhatsApp Business API, enabled by Infobip, travelers can now conveniently receive everything from plane reservations to cancellations over WhatsApp- the chat app they already use, avoiding downloading yet another app.’’Rikant Pittie, COO and Co-founder of EaseMyTrip​

About Infobip