Manila, Philippines, 12 March, 2025 – PLDT Enterprise, the corporate arm of PLDT, is partnering with global cloud communications platform Infobip to enhance SMS security for its subscribers. By integrating Infobip’s advanced Anam Protect Firewall solution into Smart Communications Inc. (Smart)’s network, PLDT is reinforcing its commitment to delivering innovative and secure solutions for its customers.

The integration of the Anam Protect Firewall has reduced the incidence of spam and smishing experienced by Smart subscribers, ensuring a safer cyber space environment for customers. Leveraging Infobip’s expertise as the leading omnichannel firewall provider—ranked number one by Rocco for several consecutive years—this solution sets a benchmark for both person-to-person (P2P) and application-to-person (A2P) messaging security.

The Anam Protect Firewall is hosted within PLDT Enterprise’s infrastructure, utilizing state-of-the-art VITRO Data Centers for maximum security and redundancy. This advanced setup enables faster SMS delivery, improved network efficiency, and an enhanced user experience while protecting subscribers from fraudulent messaging practices.

Since the implementation of Anam Firewall in Smart’s network, it has successfully blocked over 1.3 billion instances of spam, SIM farm activities, and fraud attempts targeting Smart subscribers from August 2024 to January 2025—enhancing network security and safeguarding customers from digital threats.

A Shared Commitment for a Safer Communications

Infobip’s expertise in the messaging space, bolstered by its global footprint and technical capabilities, made it a natural partner for this initiative. “This partnership underscores our continuing commitment to solutions that matter. By working with Infobip, we are ensuring that Smart’s network delivers not only speed and reliability but also unparalleled security for our customers,” said Josh Montecillo, Assistant Vice President and Head of Enterprise and International Wireless Product Management at PLDT Enterprise.

The Anam Protect Firewall brings to the table industry-leading capabilities that address the rising concerns of smishing and spam.

Driving Innovation Through Collaboration

Backed by PLDT Enterprise’s unparalleled network and data center capabilities, Infobip’s Anam Protect Firewall solution is designed to handle high transaction throughput efficiently, ensuring subscribers receive their messages faster and with enhanced security. By integrating this solution, PLDT Enterprise continues to lead the way in digital innovation while addressing a growing need for safer communication platforms.

In addition, businesses can seamlessly switch to Smart’s secure and reliable 5G and 4G network through Mobile Number Portability while retaining their existing numbers. This ensures a smooth transition, allowing enterprises to benefit from Smart’s enhanced network coverage, robust security features, and superior customer support.

This initiative also aligns with the PLDT group’s broader sustainability and innovation goals specifically SDG 9 – Industry, Innovation, and Infrastructure. The growing partnership emphasizes the company’s dedication to creating technology-driven solutions that foster a secure and sustainable digital ecosystem for communities and businesses alike across the nation.

About PLDT Enterprise

PLDT Enterprise is the corporate business arm of PLDT, the leading telecommunications and digital services provider in the Philippines. Dedicated to delivering innovative fixed-line, wireless, and ICT solutions, PLDT Enterprise enables businesses to adapt to evolving technological needs, optimize efficiency, continuity, and connectivity, and enhance customer experience. With a strong commitment to doing business responsibly, PLDT Enterprise aims to contribute to the United Nations Sustainable Development Goals by enabling digital transformation, championing meaningful innovations, and bridging the digital divide.

For more information, visit pldtenterprise.com.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections.

For more information, visit www.infobip.com.

Vodnjan, Croatia, January 28, 2025 – Global communications platform Infobip has partnered with NTT Com Online Marketing Solutions Corporation to support the launch of NTT’s omnichannel communication platform, NTT CPaaS, in Japan. The partnership provides businesses with an innovative communication solution integrating reliable SMS and Voice delivery and Communication Platform as a Service (CPaaS) technology localized for the Japanese market.

As communication needs evolve, businesses and brands increasingly seek innovative solutions to enhance customer engagement and meet communication requirements. This partnership combines the SMS and Voice quality of NTT group, the largest SMS provider in Japan, with Infobip’s market-leading CPaaS technology, delivering cutting-edge no-code omnichannel solutions and customer engagement solution Moments alongside its generative AI platform AI Hub. 

Through the collaboration with NTT, Infobip supports the Japanese market with a jointly localized CPaaS platform, providing services and payment options in Japanese. The platform is designed to seamlessly integrate with existing business systems, supporting SMS use cases and Voice services that are part of NTT Com Online’s offering to its customers. The partnership will add new channels such as webRTC, live-chat, and international SMS and Voice for the Japanese market.

Infobip is recognized as a global CPaaS leader by analyst firms such as Gartner and Metrigy. It is a trusted partner of multinationals like Microsoft, Apple, Meta, and Adobe, alongside innovative scale-ups such as Uber.  

Yoshie Tsukamoto, President and CEO at NTT Com Online, said: “We are excited to launch NTT CPaaS in collaboration with Infobip and hold the highest regard for Infobip’s technical excellence. NTT CPaaS is a communication platform built on three layers of top-tier services: highly reliable SMS and Voice solutions provided by NTT Com Online, world-class communication application technology from Infobip, and NTT Com Online’s extensive expertise in solutions and support within the Japanese market. We are dedicated to empowering businesses to enhance customer experiences by enabling seamless omnichannel communication with their end users through NTT CPaaS.”

About NTT Com Online

NTT Com online is a DX solution company within the NTT DOCOMO group. Its mission is to help clients “digitalize to realize” their businesses goals by offering cutting-edge DX solutions in three areas – ‘Business Messaging Services’, ‘ CX solutions’ and ‘Data & Analytics’.  In its specialized domains, NTT Com Online holds a leading market share and provides its solutions to over 3,000 enterprise clients.

About Infobip 

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. 

Recent award wins include: 

• Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  

• Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)  

• Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 

• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024) 

• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024) 

• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024) 

• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023) 

• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023) 

• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023) 

• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023) 

• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023) 

• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)  

PHILIPPINES, MANILA, 9 SEPTEMBER 2024 – PLDT Global Corporation (PLDT Global) has signed a partnership with Infobip, a global cloud communications platform, to utilize conversational solutions to boost customer experience on the TinBo (Tindahan ni Bossing) platform.

PLDT Global is the international unit of the Philippines’ leading integrated telco network PLDT, Inc., and its TinBo platform is a one-stop online marketplace that enables Filipinos living overseas to buy load, pay bills, send vouchers, and other digital products for their families in the Philippines.

Present at the ceremonial signing event between PLDT Global and Infobip held at the sidelines of the 20th Asian Carriers Conference (ACC) in Mactan, Cebu were PLDT Global President and CEO Albert V. Villa-Real, PLDT Global Chief Operating Officer Edith Gomez-Cudiamat, Infobip Sales Director Cecile Perez Tizon, and Infobip Regional Telecom Growth Lead Johan Jensen.

“We at PLDT Global are continuously evolving to level up our quality of service to global Filipinos, that is why we are delighted to partner with a technology leader who shares the same passion and vision in utilizing artificial intelligence and omnichannel solutions to improve our business operations and customer experience,” said Villa-Real.

Under this partnership, TinBo will be able to engage with customers in their preferred social media channels and purchase products via TinBo’s over-the-top (OTT) digital channel such as WhatsApp and Messenger. It also enables TinBo to cater to customer inquiries or concerns via automated, always-on communication support and live agents, manage, analyze, and create meaningful and personalize customer interactions through a cloud contact center solution, and design an intelligent chatbot that can respond to concerns in real-time and human-like conversations.

“Through this partnership, Infobip will enable PLDT Global to provide an enhanced customer experience using state-of-the-art conversational solutions, delivering always-on communication to overseas Filipino workers through the channels they use daily. We are committed to ensuring that they have easy access to services and support that enhance their quality of life and keep them connected to their loved ones,” said Tizon.

Through TinBo, Filipinos living overseas can acquire a Smart Virtual Number (SVN), enabling them to have secure digital identities for their Philippine transactions. Filipinos can also receive important OTPs from their e-wallets and e-banks in the Philippines via SVN, providing access to relevant financial services to help them manage their funds.

This partnership between PLDT Global and Infobip is aligned with the PLDT Group’s broader goal of elevating the quality of life of Filipinos wherever they may be.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)

KUALA LUMPUR, Malaysia, August 26 – Global cloud communications platform Infobip has released a new report with research insights by leading analyst firm IDC. The new Infobip eBook titled “Unlocking the potential of GenAI in CX” takes a closer look at how GenAI is enabling businesses to scale their customer service operations and provide more proactive and impactful customer experiences. Generative AI (or GenAI) is already making waves globally as companies and brands begin embracing this cutting-edge technology.

It is anticipated that by the end of 2027, the proportion of AI investments across the APAC region in GenAI will increase from 15% to 29%. Several business functions are being prioritized for GenAI initiatives – among the top areas that C-Level Execs are looking into using GenAI are Operations (47%), Customer Experience (38%), and Marketing (33%). The report also highlighted that APAC business sectors that are adopting GenAI are also following a similar trend as global top adopters of GenAI, especially within the Transportation and Logistics (74%), Telco, Media and Entertainment (72%), Financial Services (59%), and Healthcare and Life Sciences (54%) sectors.   

How GenAI Improves Customer Experiences

Business leaders have long recognized the importance of having superior customer experiences and improved operational efficiency, but they face numerous challenges that have prevented them from effectively carrying out their CX strategies. Among the top factors include the accelerated pace of tech adoption such as GenAI (33%), rising costs of CX transformation services (32%) and increased digital offerings from competitors (31%).

Leveraging GenAI-augmented solutions may just be the ticket for companies looking for a way out of their CX challenges. GenAI empowers customers to curate their own rich customer journeys and quickly troubleshoot problems while allowing businesses to scale and publish high-quality creations to multiple digital channels. GenAI is also capable of identifying patterns in unstructured data, automatically mapping them to be more understandable for businesses.

Slow Adoption Despite a Record of Successes

Despite the huge potential of GenAI to revolutionize customer experiences, only 18% of APAC businesses are still in the early stage of AI adoption while 64% have either leveraged AI or Machine Learning in selected use cases. Just 18% of APAC businesses have advanced AI/ML capabilities. GenAI’s slow adoption among organizations may be due to certain key challenges that need to be addressed first, such as regulatory compliance and security concerns.

“GenAI is set to transform how we design, implement, deliver, and scale customer experiences. In IDC’s June 2023 Future of Customer Experience Survey, 35% of CX executives believe that innovations like GenAI and Web3 will be most pivotal in shaping their future CX strategies. Amidst economic uncertainties and rising costs, businesses must focus on differentiating themselves through value-driven, empathetic customer experiences, to stay competitive in an increasingly digital marketplace” said Nikhil Batra, Senior Research Director, IDC Asia-Pacific.

Despite the slow rollout of GenAI, several brands have already seen success in integrating GenAI into their CX strategies, such as Apollo 24/7, India’s largest multi-channel digital healthcare platform. The brand leveraged Infobip’s Answers AI-powered technology to create a more personalized and seamless digital healthcare experience to improve overall customer experience. By enabling GenAI digital assistance, Apollo 24/7 saw faster problem resolution and a higher conversion rate through intelligent chatbots.

With GenAI technology quickly becoming more sophisticated and advanced, APAC brands investing in GenAI are poised to greatly stand out from the competition and drive business growth. Organizations interested in embarking on GenAI customer journeys must choose a seasoned and trained local tech solution partner that is well-versed in conversational customer experiences. Once organizations have cleared the initial hurdles of GenAI, both customers and clients can enjoy the best of everything that GenAI technology can offer.

To learn more about how GenAI is enabling businesses to provide more proactive and impactful customer experiences, download the “Unlocking the potential of GenAI in CX” eBook here.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)

MANILA, Philippines – Metrobank, the second-largest private universal bank in the Philippines, has tapped Infobip, a global cloud communications platform, to deploy Viber rich business messaging as part of its focus to transform its operations and enhance its customer communication strategy by tapping a trusted and secure digital messaging platform.

Through Infobip’s plug-and-play implementation, Metrobank was able to seamlessly integrate Viber business messages into its existing processes and with minimum additional work. Being a part of rich business messaging solutions on the app, Viber business messages allow brands to send personal 1-2-1 messages to their existing client base who gave consent to receive brand notifications. After only two days of set-up and a week of testing, Metrobank was able to create a unique customer experience by sending rich content such as images and videos in promotional Viber business messages with special offers to millions of Filipinos. With rich messaging on Viber for Business, Metrobank has since been able to achieve up to 50% cost reduction on what otherwise would have required multiple SMS messages to convey its latest offerings.

“Infobip provided a solution that enabled us to quickly start benefiting from using Viber rich business messaging for sending marketing messages, using both a portal and an integration with our customer relationship management (CRM) system. The integration with Salesforce was extremely easy to set up and with no disruption to our business processes, and no requirement to involve technical resources from other departments. We have been very satisfied with the entire process and appreciate the ease of working with a partner with a local office in the Philippines,” said Ramon Martin Rodriguez, Performance Marketing Head, Metrobank.

The conversational marketing future in banking

Infobip notes how customers continue to evolve with technology. While SMS remains a fundamental component of many companies’ omnichannel strategies, Infobip’s Messaging Trends 2023 report finds a notable rise in messages sent through messaging apps like Rakuten Viber, highlighting the increasing adoption of enriched channels facilitating conversational interactions. 2023 Philippine statistics from Rakuten Viber also show a 52% year-over-year increase in business messages delivered on its platform and an impressive 377% increase in conversational business messages exchanged between users and brands (around-sales support, collecting customer feedback, and more).

“The current business landscape, including that of the banking industry, has entered the era of conversational everything – whether for marketing, support, or sales. Customers across the globe want a conversation with a brand on the channels they already use. These conversations are getting richer, more convenient, and more personalized,” explains Cecile Tizon, Director for Sales in APAC, Infobip.

With Metrobank, Tizon adds that conversational marketing uses a combination of marketing and promotional campaigns to interact with customers on their favorite channel, to inform, educate and re-engage based on previous interactions. By providing customers with information in a format and style that appeals the most to them, Metrobank is able to offer its customers a more efficient and rewarding banking experience.

“Today, chats are humanity’s preferred medium for conversation,” says Noa Bar Shay, Senior Director, Partnerships at Rakuten Viber. “With Filipinos spending almost four hours on social media and messaging apps on average daily, these channels have become primary places for brands to reach and engage with their customers. With solutions such as Viber’s rich business messaging, businesses can connect with these audiences, build targeted marketing campaigns, and create conversational experiences.”

Partnering with Infobip to deploy promotional Viber business messages allowed Metrobank to achieve more with its communications budget and deliver tangible value for the bank. It is now looking to further expand the partnership with Infobip to include the deployment of Rakuten Viber’s conversational business messages, allowing two-way messaging between brand and a user, to drive further efficiencies and improve the customer experience for its clients nationwide.

For more information, see: https://tinyurl.com/infobipmetrobank.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023) 

About Rakuten Viber

Rakuten Viber connects people. No matter who they are or where they are from. The global user base has access to a range of features like one-on-one chats, video calls, group messaging, and updates and discussions with their favorite brands and celebrities. Rakuten Viber ensures users have a secure and free environment to share their emotions. Rakuten Viber is part of Rakuten Group, Inc., a world leader in e-commerce and financial services.

For businesses, Rakuten Viber offers rich business messaging solutions (business messages, chatbots), advertising solutions (display ads, branded stickers and lenses), and business calling solutions. All these tools help businesses to reach their customers at each stage of the customer journey.

All private, group chats and private calls on Viber are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure.

Bangkok, 12 June 2024 – TrueBusiness, a leading integrated communications and digital solutions provider for enterprise and SME customers, partners with Infobip, the global cloud communications platform, to launch “True CPaaS” (True Communications Platform as a Service), the next-gen AI-enabled communications, enriching Thailand’s digital customer experience. The platform unifies omni-channel into one single platform, eliminating complexity in managing a variety of communication channels and customer journey engagement. The AI-empowered platform also enables enterprises to deliver personalized conversational experience to their customers, utilizing customer insight data, automated and always-on communication covering marketing, sales, and customer support. True CPaaS is applicable for businesses of all sizes in various industries, such as finance, insurance, retail, e-commerce, tourism, and healthcare. With an as-a-service model, the platform provides easy deployment immediately after subscription, allowing flexibility in supporting business needs and rapid business expansion while ensuring high data security.

Mr. How Lih Ren, Head of Commercial, Strategy and TelcoTech Partnership, True Corporation Plc, said that TrueBusiness continuously develops communication solutions for business customers and understands the changing needs of businesses in response to consumer behaviors. In digital era, enterprises require communication tools that not only simplify their omni-channel management but also enhance brand relationship delivering better customer experience and creating engagement along customer journey. TrueBusiness collaborates with Infobip to launch “True CPaaS”, the next-gen AI-enabled communications solution. The platform enables enterprises to simply and effectively manage all communication channels including voice call, SMS, MMS, email, web push notifications, mobile app messaging, chat and social media, via one single platform. Enterprises also enrich their customer digital experiences with personalized conversational experiences through True CPaaS. An AI-empowered platform enables customer data collection and analytics for communication messages and channels customization matched with each customer’s preference along customer journey, leading to increased sales and successful marketing campaigns, while reducing redundant communication costs. The as-a-service model makes this solution easily applied for businesses across various industries.

Mr. Johan Jensen, Regional Telecom Growth Lead at Infobip, said “Our partnership with TrueBusiness is set to revolutionize the Thai market. Together, we’re introducing advanced cloud communication solutions that will elevate customer experiences to unprecedented levels. We’re thrilled about the impact this collaboration will have, propelling enterprises into a new era of digital transformation and customer satisfaction. Businesses can expect to maximize engagement throughout the entire customer journey with personalized messages on the best customer engagement solution.”

True CPaaS delivers 3 key highlight benefits to enterprises including 1) personalized conversational experience, 2) automated & always-on communication, and 3) empowered customer insight data. The platform can be integrated with organizations’ current business systems, such as Microsoft Dynamics 365, Service Now, Oracle Responsys, Adobe Commerce, HubSpot, and Meta, in order to let businesses manage end-to-end customer experience. Starting from marketing team to have 360° customer view, personalize offering and customers’ favorite channel. Then sales can be done via omni-channel interactions, automated trigger actions, and two way conversations. After that customers are supported by prompt human-like chatbot and transferred to support agent. All conversation history and insight reports are available for businesses.

For interested enterprises, get more information at TrueBusiness website https://truebusiness.info/3Rm4f9w or contact the Business Customer Service Center at 1239.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiencesacross all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannelengagement, identity, user authentication, and contact center solutions help businesses and partnersovercome the complexity of consumer communications to grow business and increase loyalty. With over adecade of industry experience, Infobip has expanded to 75+ offices globally. It offers natively built technologywith the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is ledby its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić. https://www.infobip.com

Recent award wins include:

• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March
  2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the
  inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service
  (CPaaS) 2023 (Sept 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service
  (CPaaS) 2023 Vendor Assessment (May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)

KUALA LUMPUR, Malaysia, May 22 – Global cloud communications platform Infobip has launched a new report featuring research insights by leading analyst firm IDC. The Infobip eBook titled “Driving Meaningful Customer Engagement with Conversational AI” highlights the growing importance of unified conversational solutions powered by conversational AI, especially within the Asia Pacific region.

Customer expectations have changed in today’s digital information era. They expect authenticity and more personalized attention from brands. Yet many organizations have little to no capabilities to deliver unique experiences. The IDC Future of Customer Experience Survey 2023 revealed that 37% of organizations in China do not have the capability to maintain customer context across the customer journey and channels. This figure is higher in Malaysia (40%), Indonesia (60%) and India (60%).

The same survey also reports that more brands are prioritizing interacting with their customers to establish superior customer experiences through increased allocations for corporate budgets towards improving customer experience (CX). Customer satisfaction and trust are the top investment areas for businesses in Malaysia (87%) and China (58%), while customer service and support are the main priorities for Indonesia (97%) and India (83%) businesses.

Everyday Conversations Powered by AI

The industry shift towards better CX is not unexpected. In the past, customers would have to wait for an available service agent to respond to their queries. Today, APAC businesses are empowering customers to find answers, request services, and complete transactions independently through the help of omnichannel communication solutions powered by conversational AI.

By providing instant replies to common customer queries via conversational AI chatbots, businesses can accelerate time to first resolution and make customers feel more appreciated.  Conversational AI chatbots’ functionalities now go beyond automatic simple replies – they provide a variety of useful features including automated data collection, promotional activities, and even purchase process guidance.

“Generative AI has reshaped conversational experiences. Having a single source of truth across interactions and channels powers context. This customer context allows for more relevant and intelligent conversations, and raises the bar for personalization,” said Lavanya Jindal, Senior Research Analyst, Asia/Pacific Customer Experience and Value Streams, IDC Asia/Pacific.

Messaging Apps on The Rise

Messaging apps have become increasingly popular across Asia, as customers prefer to communicate and purchase through digital channels. Recognizing this trend, brands in retail, digital commerce, financial services, and telcos are swiftly establishing their brand presence on popular platforms like WhatsApp and Viber, ensuring their services are readily available where their customers are most active. According to Infobip’s latest messaging trends report, there was a 509% increase in WhatsApp messages in Indonesia, a 226% increase in chat apps in Vietnam, and a 34% increase in Viber messages in the Philippines.

WhatsApp continues to dominate globally with more than 2.8 billion active users. But cultural preferences, local language, and integration have seen other messaging platforms gaining popularity in certain regions, such as LINE in Taiwan and Thailand, KakaoTalk in South Korea, and Zalo in Vietnam. In some countries, a messaging platform can claim market dominance due to its significant user bases, such as WeChat boasting 1.3 billion active users – almost all based in China.

“In today’s AI-driven landscape, CPaaS empowers businesses to easily orchestrate customer engagement across the entire journey, driving efficiency and maximizing value. It’s about doing more with less, reducing costs, and enhancing operational effectiveness, all while prioritizing long-term customer relationships”, said Velid Begovic, VP Revenue at Infobip.

APAC is Investing in Conversational AI

The IDC Business Value Engineering 2023 Survey revealed that about 39% of businesses in the APAC region consider conversational AI to be a critically important investment priority in the next two years. The primary business motivators for investing in AI-powered apps for improving CX are mainly to improve customer success, loyalty, and advocacy, as well as products/services that reflect customer’s needs.

Chatbots are one of the top 2 areas that APAC businesses are planning to integrate GenAI, according to IDC’s Future Enterprise Resiliency & Spending Survey Wave 1, January 2024. Conversational AI chatbots today are capable of quickly pulling contextual data relevant to customers and using it to offer not only delivery updates and product recommendations but also simple personalized greetings to make customers feel more welcome.

“Conversational AI has gained significant momentum in recent years. To truly excel, it must be properly integrated across the technology stack alongside the human elements throughout the customer journey. Infobip stands ready to support businesses on this transformative journey,” commented Begovic.

To learn more about how conversational AI is reshaping customer experiences in the APAC region, download the report here: https://bit.ly/44UjRXE.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)

KUALA LUMPUR, 7 February 2024 – Infobip, a global cloud communications platform, announces a partnership with China Mobile International (Malaysia) Sdn. Bhd. (CMI Malaysia). CMI Malaysia is a subsidiary of China Mobile International, the world-leading international telecommunications company. With the partnership, Infobip and CMI Malaysia will exchange Application to Person (A2P) SMS traffic and leverage cloud solutions to help businesses solidify their current offerings and enhance customer service of both sides.

According to a recent report from Research and Markets, the global A2P messaging market is expected to increase from USD 68.3 billion in 2023 to USD 78.2 billion by 2028, reflecting a Compound Annual Growth Rate (CAGR) of 2.8% during the forecast period. Asia Pacific is poised to spearhead this growth, showcasing the highest CAGR in the upcoming forecast period. This surge is attributed to the widespread adoption of mobile devices, particularly remarkable for its elevated mobile penetration rates across the region.

One of the key drivers of market growth is the escalating demand for A2P messaging fuelled by the increased prevalence of mobile banking and payment solutions. Malaysia emerged in the top five markets for real-time payment with a CAGR of 26.9%, according to ACI Worldwide in its Prime Time for Real-Time report. As consumers increasingly turn to mobile platforms for financial transactions, the demand for secure and timely transactional notifications via A2P messaging channels has witnessed a notable uptick.

Mr. Hew Chee Chung, Managing Director at CMI Malaysia, said: “The partnership between Infobip and CMI Malaysia is to further strengthen the A2P SMS business between both parties, at the same time it allows Infobip to tap into our extensive global network resources and cloud services that can be value adding to Infobip’s customers. Looking forward, we expect increase in business collaboration opportunities, that can be executed together on identified services for specific key customers both in Malaysia and globally. Adding on the partnership with Infobip will pave way for deeper product information and expertise exchanges including on emerging technologies such as 5G, IoT, Cloud and Smart Platform Solutions. Lastly, the partnership with Infobip, it will value added to each other’s products and services portfolio, together with our partners to thrive in this competitive industry.”

To learn more about Infobip as telco transformation partner, please visit https://www.infobip.com/telecoms

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)

About China Mobile International (CMI)

China Mobile International Limited (CMI) is a wholly-owned subsidiary of China Mobile. In order to provide better services to meet the growing demand in the international telecommunications market, China Mobile established CMI in December 2010, headquartered in Hong Kong, China. CMI has expanded its footprint in 38 countries and regions. Leveraging the strong support by China Mobile. CMI is a trusted partner that provides comprehensive international information services and solutions to international enterprises, carriers and mobile users.

Awards Recognition of CMI:

• Global Telecom Awards 2023
• Operator Excellence
• Telecom Review Excellence Awards 2023
• Best Sustainable Technology (Asia)
• Best Carrier Enterprise Service (Asia)
• CC – Global Awards 2023
• B2B Enterprise Service of the Year

Manila, Philippines, 1 February, 2024 – Global cloud communications platform Infobip, has joined efforts with Rakuten Viber, a world leader in messaging platforms, to launch Viber Business Calls, a new communication channel that enables free personal user-to-business calls through an intuitive user experience. With the advent of voice calls within the Rakuten Viber app, businesses can solve advanced queries faster, and more effectively. Viber users can conveniently connect with their desired brands through their Rakuten Viber App. The new solution brings global brand accessibility with free calls from anywhere in the world. 

Viber Business Calls bypasses the lengthy process of setting up local numbers in every country where users are located. Organizations already using Rakuten Viber, including Viber Business Messages, can seamlessly integrate the ‘tap-to-call’ functionality into their existing setup, ensuring that the prominent call icon is displayed on their Viber Business Info Page. With just a couple of clicks, Rakuten Viber users can search, discover, and connect with organizations via free voice calls, facilitating personalized and efficient customer interactions with minimal effort. Additionally, users can initiate calls directly from chats with brands, making it easier to reach these companies on the go, ask for further information after service notifications, and more – enhancing their overall customer experience.  

Viber is a powerful communication tool for promotional, transactional and conversational messages that 8,500 businesses already use to connect with their customers regardless of where they are in the world, or in their purchasing journey. Real-time conversations between customers and agents are currently available via text messaging, enhanced by rich media including images, files, videos, and useful interactive buttons. With Viber Business Calls, customers can easily switch from typed-based chat, on Viber Business Messages, to voice calls when escalation is required, or in case of more sophisticated queries. Viber Business Calls enriches customer services and improves overall retention with accessible, audible calls directly through the app. 

Cristina Constandache, Chief Revenue Officer at Rakuten Viber said: “As the first on the market to offer such a product, our goal is clear: to provide a seamless communication experience between brands and users within the Rakuten Viber app. Viber Business Calls offer users the freedom to choose their preferred method of communication with a brand, whether through calling or messaging, and improve the global accessibility of brands. Together with Infobip, we let more brands effectively address customer queries in a convenient place and enhance the customer experience.

About Rakuten Viber  

Rakuten Viber connects people. No matter who they are or where they are from. The global user base has access to a range of features like one-on-one chats, video calls, group messaging, and updates and discussions with their favorite brands and celebrities. Rakuten Viber ensures users have a secure and free environment to share their emotions. Rakuten Viber is part of Rakuten Group, Inc., a world leader in e-commerce and financial services. 

For businesses, Rakuten Viber offers rich business messaging solutions (business messages, chatbots), display ads, branded stickers and lenses, and business calling solutions. All these tools help businesses to reach their customers at each stage of the customer journey.  

All private, group chats and private calls on Viber are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure. 

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)