Infobip appoints Mirta Pađen Lee as Vice President of People

Appointment supports Infobip’s continued growth and evolution into an AI-first business

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Vodnjan, Croatia, 24 Sept. 2026 – Global AI-first cloud communications platform Infobip announced the appointment of Mirta Pađen Lee as Vice President of People, effective October 1, 2026, supporting the company’s continued growth, organizational transformation and evolution into an AI-first business.

The appointment comes as Infobip marks its 20th anniversary, entering a new phase focused on innovation, operational excellence and continued investment in people, leadership and AI capabilities across the organization.

In her new role, Pađen Lee will lead Infobip’s global People Operations function, overseeing people strategy, organizational development, total rewards, HR operations, leadership enablement and transformation initiatives designed to support the company’s long-term growth and evolving operating model. Pađen Lee succeeds Marin Bezić, who joined Infobip in 2021 and has served as Vice President of People for the past three years, playing an important role in supporting the company’s people and organizational development.

A key focus of her role will be supporting the organizational and cultural transformation required in an AI-first environment, where adaptability, collaboration, continuous learning and new ways of working are becoming increasingly important across all business functions.

Infobip continues to embed AI into its products, operations and internal workflows while investing in employee upskilling and organizational agility. As the company develops its AI-first approach, it remains focused on equipping people with the skills, mindset and support needed to work confidently alongside emerging technologies.


Growth, new business models, evolving technologies and the rapid development of AI are continuously reshaping the way organizations operate. In global companies like Infobip, with more than 70 offices worldwide, successful transformation requires more than processes and tools – it needs to be closely connected with culture, strong communication and leadership that stays close to people throughout the change journey. I’m looking forward to further strengthening our people practices and organizational capabilities as Infobip continues its next stage of growth as an AI-first business.”

Mirta Pađen Lee

VP of People at Infobip


As Infobip evolves into an AI-first company, investing in our people, culture and leadership is more important than ever. Mirta’s experience in leading people and organizational transformation across international businesses is a valuable asset as we continue to grow, innovate and shape the future of work at Infobip.”

Silvio Kutić

Co-founder and CEO of Infobip

Before joining Infobip, Pađen Lee held senior HR leadership roles at MOL Group and IKEA SEE, leading international HR and organizational transformation initiatives across multiple markets. Her experience includes leadership development, workforce planning, organizational effectiveness and HR operations. She holds a CIPD Level 5 Certificate in Human Resource Management and has participated in numerous HR, coaching, leadership and business education programs throughout her career.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)

Infobip predicts 7.3 billion Black Friday and Cyber Monday interactions as AI reshapes the 2026 shopping season

New research across nine markets finds 63% of consumers have used AI when shopping, while only 19% plan to wait until Black Friday week to begin their holiday shopping

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Vodnjan, Croatia – 22 September 2026 – Global AI-first cloud communications platform Infobip predicts more than 7.3 billion customer interactions across Black Friday and Cyber Monday 2026, as AI and conversational channels transform how consumers discover products, receive offers and access support. New Infobip research also reveals that 63.2% of consumers have used an AI assistant or chatbot while shopping during the past 12 months.

Black Friday is no longer a single shopping event. Infobip’s research shows that the shopping season now begins weeks earlier and continues through the entire customer journey. Nearly six in ten respondents will have started holiday shopping by early November, while only 19% wait until Black Friday week itself. This extended shopping window is creating new pressure for retailers to engage customers earlier, with better timing, more relevant offers and frictionless support across the channels consumers already use.  

AI is becoming a central part of that journey. According to the research, 63.2% of consumers have used an AI assistant or chatbot for shopping in the last 12 months, with 21.9% using one frequently. Among consumers willing to use AI for shopping, 73.4% would use it to compare products and 67.8% would use it to find deals matching their preferences. However, the data also shows clear boundaries: consumers are more willing to let AI inform decisions than make decisions or handle complaints on their behalf.  

The data suggests that while email remains a dominant channel for deals and updates, conversational and mobile channels are becoming increasingly important for time-sensitive, personalized retail engagement. Consumers selected email as the preferred channel for deals and updates globally, but SMS is chosen far more often for updates than offers, showing that retailers can build trust through transactional communications before expanding into promotional engagement.  

Speed is also becoming a baseline expectation. Infobip’s survey found that 85% of consumers expect an order confirmation within five minutes, while 47% expect a support answer within five minutes. For retailers, this means AI and automation are no longer only tools for efficiency; they are becoming essential to meeting customer expectations during high-volume periods.


Black Friday is no longer a single day or even a single week. It has become an extended conversation between consumers and brands, beginning with discovery and continuing through purchase, delivery and support. AI gives retailers the opportunity to make those conversations faster, more relevant and more personal. The winners will not be the brands that send the most messages, but those that understand when, where and how each customer wants to engage.”

Goran Juršić

Chief Growth Officer at Infobip

Explore all Infobip’s predictions here: https://www.infobip.com/blog/shopping-season-survey

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026) 
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
    Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024) 
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)

Infobip launches RCS BusinessOS as an end-to-end solution for scaling RCS for Business

The new solution helps operators onboard brands, govern traffic, manage operations, and build sustainable RCS messaging at scale.

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Vodnjan, Croatia – September 10th, 2026 – Global AI-first cloud communications platform Infobip today launched RCS BusinessOS, an end-to-end operating layer designed to help mobile operators launch, control, monetize, and operate RCS for Business without having to build the full commercial and operational stack themselves.

As RCS adoption continues to accelerate, operators are facing a new challenge: moving beyond channel enablement and building a scalable business around the service. With growing demand from brands and new opportunities in customer engagement, RCS is becoming an increasingly important revenue stream for telecom operators.

RCS BusinessOS is designed to help operators address that opportunity through four integrated layers supporting the full RCS lifecycle, which operators can adopt based on their individual needs:

  • Enable: technical enablement, device provisioning, ecosystem integration, onboarding into the RCS ecosystem, and Android and iOS device coverage
  • Control: network-level visibility, traffic governance, spam and fraud protection, and operational policy management
  • Monetize: flexible monetization, supported by a CPaaS platform for operator use cases and different commercial go-to-market models
  • Operate: managed services, operational support, agent onboarding, and lifecycle execution

By combining these capabilities into a single framework, Infobip aims to help operators accelerate time-to-market, simplify operational complexity, build new sustainable revenue streams, and offer businesses a trusted alternative to OTT channels.


RCS is moving from early adoption to becoming a mainstream business messaging channel. For carriers, the challenge is no longer whether to support RCS, but how to operationalize it at scale. RCS BusinessOS is designed to give operators a complete, production-ready operating model — from enablement through to monetization and day-to-day operations.”

Dave Boddington

RCS Business Unit Head at Infobip

According to Juniper Research, the number of RCS business messages is expected to exceed 485 billion globally by 2030, up from 125 billion in 2026, representing 286% growth and highlighting the rapidly expanding opportunity for operators to scale their RCS services.

Unlike fragmented market offerings focused on individual components such as an Entitlement Server, messaging infrastructure, or a MaaP management layer, Infobip positions RCS BusinessOS as a complete modular operating model spanning technical enablement, commercial execution, governance, and ongoing operational management. The platform is designed to help operators retain a central role in the evolving business messaging ecosystem while improving control over traffic, monetization, and customer onboarding.


We’ve been working on RCS for the past 10 years, and our experience has shown us that successful implementation requires aligning multiple areas of expertise and significant operational heavy lifting. Seeing a solution like RCS BusinessOS bring together technology, operational capabilities, and expertise for operators is a real step forward. It can help established operators scale more efficiently, while giving those entering RCS today a much simpler path to getting started and turning RCS into a new major revenue stream.”

Alexandre Gavina

RCS Business Development Manager at Bouygues Telecom

Infobip has worked with Google on RCS since 2018 and offers RCS connectivity across more than 70 countries globally, including Tier-1 US carriers. This RCS expertise is backed by Infobip’s broader global presence, local regulatory expertise, and established market relationships, helping operators accelerate onboarding and scale RCS deployments globally.

The launch further strengthens Infobip’s position in the RCS ecosystem, where the company has been recognized by Juniper Research for market presence and technical expertise and received multiple ROCCO awards for RCS innovation.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026) 
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024) 
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)

57% of brands can’t prove ROI on sports fan engagement despite rising investment

Infobip’s new global research reveals a gap between higher spend and measurable ROI

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Vodnjan, Croatia, 08 Sept 2026 – Research commissioned by Infobip, the global AI-first cloud communications platform celebrating 20 years, shows brands are significantly increasing investment in sports fan engagement even as many struggle to prove business impact.

The global study of 500 marketing and digital leaders across industries, including retail, financial services, telecoms, travel, and food & beverage in 11 markets found that brands currently allocate an average of 13% of annual marketing budgets to sports-related activations, and nearly 73% expect investment to increase over the next 12 months. Yet while live sports moments generate the highest levels of fan engagement, nearly half (47%) of organizations admit they struggle to deliver real-time engagement during live events, and more than half (57%) say it is difficult to prove the ROI of their sports marketing investments.


Half of brands can’t prove the ROI of their sports marketing – that’s not a measurement problem, it’s an infrastructure problem. AI and conversational channels like RCS turn every fan interaction into a trackable touchpoint, so brands can finally connect spend to results.”

Ben Lewis

VP Marketing and Growth at Infobip

At the same time, the report shows a strong appetite for AI-powered engagement. 87% of respondents say AI is critical to the future of sports fan engagement, and AI-driven content and journey automation were among the top improvements brands said would have the greatest impact. As brands increase investment in sports engagement, orchestration, connected data, and real-time interactions are becoming essential to delivering personalized fan experiences at scale.

To support this shift, Infobip recently launched PitchMate, an AI-powered fan engagement solution for global football audiences built on its AgentOS platform, turning real-time fan interactions into trackable touchpoints across the fan journey. In Latin America, Claro Sports launched an AI assistant using Infobip’s platform and Google’s RCS technology, giving Mexican sports fans real-time scores, athlete alerts, and interactive experiences across messaging channels.

Over the past two decades, customer communications have evolved from one-way messaging to intelligent, conversational engagement at scale. As fan expectations rise, brands that combine data, automation, and conversational channels will be best positioned to deliver measurable business results.

Read the survey here: https://www.infobip.com/downloads/the-sports-fan-engagement-report-for-brands.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.  
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)  
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)   
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)  
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)  
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)  
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)  
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)  
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)   
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)

KIA Italia generates 40x return on ad spend through AI-powered WhatsApp sales journey

Over two months, the campaign generated 144 qualified leads, leading to 116 quote requests and eight completed vehicle sales

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Vodnjan, Croatia – September 03, 2026 – KIA Italia, the Italian subsidiary of KIA Corporation, has partnered with Infobip to reduce the time between viewing an advertisement and purchasing a car. Thanks to an AI-powered conversational sales journey on WhatsApp, the company generated 144 qualified leads, eight direct vehicle sales and a return on ad spend (ROAS) of 40x.

In the automotive sector, the journey from initial interest to purchase is often long and complex. Customers compare models, request information, visit dealerships and weigh up various options before deciding. For this reason, KIA Italia was looking for a solution that could capture the interest of potential customers the moment it arose and guiding them more quickly towards a purchase, whilst at the same time qualifying prospects more efficiently.

To achieve this objective, KIA Italia partnered with Infobip to create a conversational sales experience on WhatsApp. The campaign used Facebook and Instagram “Click-to-WhatsApp”ads, enabling interested users to start a conversation immediately with an AI agent. Integrated with Salesforce Marketing Cloud and Salesforce CRM, the solution automated lead management and the real-time transfer of qualified opportunities to the sales process.

Unlike traditional online forms, users were able to interact naturally with the AI agent, receiving immediate answers about models, prices, features, availability and financing options. At the same time, the solution gathered the information needed to qualify leads and directed the most interested customers to their nearest dealership to request a quote or book a test drive.

The results confirmed the effectiveness of the approach. In just two months, the campaign generated 144 qualified leads, 116 requests for quotes and eight direct car sales. Furthermore, KIA Italia recorded a 53% reduction in the cost per vehicle sold compared with traditional “Click-to-WhatsApp”campaigns.


This campaign demonstrates that conversational AI can do more than answer customer questions. It can qualify demand, connect customers with the right dealership and contribute directly to revenue. KIA Italia has shown how WhatsApp can become a measurable sales channel, even for a considered purchase such as a car.”

Ben Lewis

Vice President of Marketing and Growth at Infobip


At KIA Italia, we’re always looking for ways to innovate. We recognized that WhatsApp is where people want to interact with brands on their own terms, at any time of day. By leveraging an AI agent, we transformed our WhatsApp presence from a simple lead-collection tool into a full conversational experience. The agent provided detailed car model information, answered questions in real time, and guided customers through the decision-making process. The result was a shorter sales cycle and a measurable improvement in both quote requests and car sales.”

Giuseppe Mazzara

Customer Experience & Brand Marketing Director, KIA Italia

With an average of over 10 messages per session, the campaign demonstrated that consumers are willing to engage with personalised conversational experiences when they receive immediate responses and relevant information. The results confirm the potential of conversational artificial intelligence to transform messaging channels into tools capable of supporting and accelerating sales processes.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.  
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)  
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)   
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)  
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)  
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)  
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)  
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)  
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)   
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)

About KIA Corporation

KIA is a global mobility brand with a vision to create sustainable mobility solutions for consumers, communities, and societies around the world. Founded in 1944, today Kia employs 52,000 people worldwide, has a presence in nearly 200 markets and manufacturing facilities in six countries, selling more than three million vehicles a year. Kia offers customers choice with accessible ICE and electrified models, spearheading the popularization of hybrid, plug-in hybrid, and battery electric vehicles. The company is developing a growing range of mobility services and encouraging millions of people around the world to explore the best ways of getting around. Kia’s brand slogan – ‘Movement that inspires’ – reflects the company’s commitment to inspire consumers through its products and services.

Haidilao scales global loyalty with Infobip’s data-led personalization 

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Vodnjan, Croatia – September 1, 2026 – Global AI-first cloud communications platform Infobip has enabled the world’s largest hot pot chain, Haidilao, to more than double key engagement metrics across its vast loyalty scheme.  

Haidilao has grown from a single restaurant into a global dining powerhouse, operating more than 1,000 restaurants across Asia, Europe, North America, and beyond. Known for its thoughtful hospitality, the brand is famous for its customer-first experience, from complimentary manicures and snacks for waiting guests, to noodle dance performances and highly attentive, personalized service.   

Haidilao’s commitment to exceptional service has translated into one of the strongest loyalty programs in the industry. The hot pot chain’s more than 200 million‑member program drives significant revenue, making personalized customer engagement a key driver of its global success.  

Taking a personalized approach to engagement with data-driven segmentation Infobip has enabled Haidilao to optimize its Email engagement strategy, reporting a 2.72x higher Click-Through Rate (CTR); 2.37x higher click efficiency; and 2.14x higher open rate in just 6 months.  

These results stem from a transition toward an intelligent Customer Experience (CX) model that treats Haidilao’s members as a global community with local preferences. By activating centralized member data through Infobip, Haidilao has moved beyond broad messaging to a behavior-triggered model that drives measurable loyalty and repeat visits. 


Centralizing our customer data has allowed us to move from reactive communication to intelligent, data-backed engagement. By focusing on personalization and prioritizing the specific channels our members use in different regions, we have significantly boosted both our engagement efficiency and revenue from our loyalty base. Infobip’s AgentOS provides the AI communication orchestration we need to ensure this hospitality remains seamless as we expand globally.”

Seven Lin

Product Director at Haidilao

Recognizing that member engagement is highest on local platforms, Haidilao and Infobip implemented a tiered omnichannel strategy. While Email and Mobile Push served as the performance baseline, the brand is now scaling engagement via WhatsApp to all markets using the channel, as well as LINE in Thailand, Taiwan and Japan, and Zalo in Vietnam. This ensures members receive personalized rewards and invitations, triggered by their specific dining history on the channels they use most (using permissioned member data and engagement signals, subject to local privacy requirements). 

To sustain this growth, Haidilao has recently adopted Infobip’s AgentOS platform. By layering agentic AI on top of its now centralized customer data, Haidilao is automating complex customer journeys. For Haidilao’s loyal customers, this means a more intuitive, personalized dining experience, and frictionless service before they even step into the restaurant. 


Haidilao has always been about making every guest feel valued and cared for. Our partnership is focused on helping them extend that same feeling beyond the restaurant and into every digital interaction. By combining data and AI with a deep understanding of local preferences, we’re enabling Haidilao to stay close to its loyal customers around the world, delivering experiences that feel personal, thoughtful, and truly connected.”

Antun Marinić

Business Unit Director at Infobip

Read more about the story here: https://www.infobip.com/customer/haidilao 

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.  
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)  
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)   
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)  
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)  
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)  
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)  
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)  
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)   
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 

Infobip’s Smart Assistant Reduced Overseas Express Customer Service Inquiries by 60%, Making All Delivery Information Available on WhatsApp

Built for WhatsApp using AgentOS chatbot builder capabilities and delivered via Hrvatski Telekom’s network infrastructure, the smart assistant handles up to 25,000 customer sessions during peak periods while helping maintain high-quality support at scale. 

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Vodnjan, 27 August 2026 – Global AI-first cloud communications platform Infobip, has enabled Overseas Express, through Hrvatski Telekom’s network infrastructure, to reduce customer service inquiries by more than 60 percent by shifting communication to a smart assistant built for WhatsApp using AgentOS chatbot builder capabilities. 

The growing volume of shipments significantly increased the number of routine customer service inquiries at Overseas Express across all available channels — phone lines, email, and shipment tracking systems — putting pressure on teams and slowing response times for customers. Infobip’s chatbot, directly connected to Overseas Express shipment tracking systems, now provides customers with instant and accurate answers on WhatsApp, a channel they use every day. Since its launch, the chatbot has recorded more than a fivefold increase in customer sessions and handles between 20,000 and 25,000 sessions during peak periods. 

Infobip’s smart assistant resolves the most common customer inquiries, including checking shipment status, requesting contact with the courier, and rating the service provided. This enables Overseas Express support teams to focus fully on more complex situations that require direct human intervention. 


The growth in shipment volumes over the past few years has significantly increased the number of customer inquiries, especially those related to delivery status and other routine information. This chatbot enables customers to get an answer within seconds, via WhatsApp and without waiting, to the question they care about most — where their shipment is. At the same time, it relieves our agents of routine inquiries so they can dedicate more time to more complex cases that require direct support, and we have reduced customer service inquiries by more than 60 percent.”

Sanja Travica Kosalec

Customer Service Supervisor, Overseas Express


Reliable network infrastructure, implementation support and an understanding of delivery operations were key to the successful rollout of this solution. In collaboration with Infobip, we enabled Overseas Express to quickly integrate the chatbot into its daily operations and make it an important support tool during peak periods. We also see this model as a strong foundation for similar solutions for other enterprise customers.”

Ivana Beli Oštarčević

Director of B2B Portfolio Development and Management Sector at Hrvatski telekom

The successful implementation of the chatbot in Overseas Express customer support is the result of collaboration between Infobip and Hrvatski Telekom. Infobip provides the integration of Infobip’s platform, using AgentOS chatbot building capabilities that combine customer data (Conversational Customer Data Platform) with real-time customer journey orchestration, enabling one-way and two-way contextual communication across all integrated channels. HT provided the network infrastructure, implementation support and an understanding of on-the-ground delivery operations. 

Conversational AI in a Demanding Logistics Environment 


Logistics is one of the most demanding tests for conversational AI because customers expect fast and accurate real-time answers. The Overseas Express example shows how a chatbot can be successfully deployed in a demanding operational environment where speed, accuracy, and information availability are critical at every moment. It confirms that AI can handle high volumes of routine inquiries while maintaining a high standard of customer support.”

Matija Ražem

Chief Commercial Telecom Officer at Infobip

This implementation confirms the partnership between Infobip and Hrvatski Telekom and demonstrates the potential for broader adoption of similar solutions in logistics, e-commerce, and other industries. 

More information about AgentOS and its capabilities is available at: https://www.infobip.com/ai-agents

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.  

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.  
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)  
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)   
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)  
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)  
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)  
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)  
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)  
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)   
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 

Infobip launches SIM-based Number Verification to help telecom operators unlock new authentication revenue

Infobip helps operators accelerate a new authentication revenue stream while enabling enterprises to deliver more secure, seamless authentication experiences. 

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Vodnjan, Croatia – 25th August 2026 – Global AI-first cloud communications platform Infobip today launched its SIM-based Number Verification solution, helping telecom operators worldwide accelerate the adoption of SIM-based Number Verification through Network API aggregation and enterprise onboarding. The initiative helps mobile network operators (MNOs) create new authentication revenue opportunities while enabling enterprises to move beyond traditional OTP toward more secure, lower-friction authentication experiences.  

As fraud, delivery challenges, cost pressure, and regulatory scrutiny continue reshaping the authentication landscape, operators and enterprises are increasingly looking for stronger authentication alternatives to one-time passwords (OTP). SIM-based Number Verification uses the SIM and mobile network as a trusted identity layer, enabling silent authentication without one-time passwords or manual code entry by proving actual possession of the second authentication factor — the mobile phone number.  

By using the SIM as the trust anchor and cryptographically verified through the mobile network that the number belongs to the SIM in the device, the approach reduces fraud risk, improves user experience, and enables faster, more seamless authentication across both cellular and Wi-Fi environments. Unlike earlier network-based verification methods, it also supports more modern consent- and token-based flows while reducing dependence on mobile-data-only verification.  

Infobip connects telecom operators with enterprise authentication demand through its Network API aggregation, helping MNOs commercialize SIM-based Number Verification while giving enterprises access to operator-grade authentication through a single integration. This enables operators to monetize authentication capabilities while helping enterprises adopt a more secure authentication method that offers a better customer experience than traditional one-time passwords.    


Operators already own one of the most trusted assets in digital identity — the SIM and the network authentication process. Our role is to help operators commercialize that capability faster while giving enterprises a scalable path toward more secure and seamless authentication.” 

Matija Ražem

Chief Commercial Telecom Officer at Infobip


Authentication is becoming a much bigger part of the overall customer experience, not just a security checkpoint. SIM-based Number Verification creates an opportunity to reduce friction for users while strengthening trust in mobile authentication. By removing the need for one-time passwords and leveraging the trust already built into the SIM and mobile network, enterprises can deliver more seamless and secure digital experiences at scale.”

Leonardo Silva

Head of B2B Messaging and Open Gateway at Vivo

Infobip already supports operators globally through messaging monetization, fraud prevention, CPaaS, Network APIs, and enterprise connectivity solutions. To learn more about SIM-based Number Verification and how it is helping operators and enterprises deliver more secure, seamless authentication experiences, read our latest blog here: https://www.infobip.com/blog/entitlement-servers-and-sim-based-number-verification.  

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.   

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.   
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)   
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)    
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)   
  • Infobip recognized by Frost & Sullivan for best practices in global network API industry (Oct 2025) 
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)   
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)   
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)   
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)   
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)    

Infobip reports 169.3% global RCS traffic growth, led by 1298.8% growth in the United States 

Infobip combines scale, experience and market reach to help brands launch and grow richer customer conversations across the world’s fastest-growing RCS markets. 

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Vodnjan, Croatia – 28 July 2026 – Global AI-first cloud communications platform Infobip recorded 169.3% growth in Rich Communication Services (RCS) for Business traffic between H1 2025 and H1 2026, reflecting accelerating enterprise adoption and strong momentum across key global markets. The growth highlights how RCS is rapidly evolving from an emerging channel into a scalable business messaging platform, as brands increasingly invest in richer, more interactive customer conversations. 

During the same period, Infobip helped more than 7.3k unique brands process their RCS registration requests, delivering 14k successful RCS agent launches, reinforcing its position as the most experienced RCS partner in the market. As businesses continue shifting toward conversational customer engagement, the figures highlight a broader market transition from experimentation to real-world deployment, with enterprises increasingly focused on scalability, execution and measurable business impact across multiple markets and use cases.  

The United States emerged as the standout growth market, with RCS interactions increasing 1298.8% year on year. Infobip’s customers have already delivered more than 1.5 billion RCS messages in the US this year alone, underscoring the market’s rapid adoption and scale. Strong momentum was also recorded in Spain (+290%), the United Kingdom (+282%), India (+108%), and France (+48%). The regional growth highlights the increasing global adoption of RCS for Business and reinforces the United States as one of the channel’s fastest-growing and most strategically important markets. 


RCS for Business is scaling rapidly across global markets, and the growth we’re seeing shows that brands are moving beyond experimentation and migrating existing SMS or MMS traffic, into real deployment and new use cases, capitalising on the strengths of the RCS channel. Infobip has had RCS in its portfolio since 2018, and with 7.3k unique brands onboarded and 14k successful launches in 2026 alone, we have the experience and operational depth to help businesses launch and scale richer customer conversations with confidence. The exceptional growth in the United States, alongside strong momentum in Spain, the UK, France, India and other markets, confirms that RCS is becoming a mainstream business messaging channel.”

Dave Boddington

RCS Business Unit Head at Infobip

With Interactive Session billing now live in the US, two-way conversational pricing is available across all live RCS markets, further strengthening RCS as an interactive and commercially scalable business messaging channel. With proven launch expertise, global reach and extensive market coverage, Infobip continues to help brands move from early adoption to meaningful business impact.  

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.  

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025.  
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026)  
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)   
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025)  
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)  
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)  
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)  
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)  
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)   
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 

Infobip acquires SocketLabs to expand its enterprise email infrastructure

Acquisition brings nearly two decades of email expertise, vendor-agnostic observability, and intelligent routing capabilities to Infobip 

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Vodnjan, Croatia – 9 July 2026 – The global AI-first cloud communications platform Infobip, which is celebrating its 20th anniversary this year, today announced the acquisition of SocketLabs, a US-based company building infrastructure for high-volume, multi-provider email. The acquisition reinforces Infobip’s position in the email infrastructure and deliverability market, expanding its platform with capabilities that directly address how enterprises and ISVs manage, monitor, and optimize email delivery at scale.  


SocketLabs is a team of highly skilled professionals based in Pennsylvania who have spent years in solving the problems that keep enterprises locked into vendors they’ve outgrown, giving visibility across email providers, showing what actually reaches inboxes, and enabling safe, low-risk migration. Combined with what we already do, this makes us the only provider that can sit across a customer’s entire email operation, not just be a part of it. Their customer base is rooted in North America with a growing presence in Latin America, giving us an immediate position in markets where we’ve been working to grow. We’re adding proven expertise and their own technology to what we already do, which means we can move much faster.”

Silvio Kutić

CEO at Infobip

This acquisition is in line with Infobip’s AI-first company objective, as the company now offers the Email Deliverability Agent for its customers, and the integration of SocketLabs’ analytics capabilities will add significant value to this AI-powered solution, further strengthening how businesses optimize email performance through intelligence and automation.    


Joining Infobip is the natural next step in a journey we started nearly 20 years ago. Infobip’s global scale, carrier relationships, and AI-first platform will allow us to accelerate innovation and expand our email capabilities to businesses worldwide.”  

Tim Moore

CEO at SocketLabs

The acquisition further positions Infobip to compete for enterprises and ISVs seeking a single trusted provider across all communications channels. Terms were not disclosed.  

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication, and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents, connected to 10k+ connections, of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić. 

Recent award wins include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025. 
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026) 
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)  
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025) 
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)