Enterprise cloud contact center where human intelligence meets AI automation
Your support agents are spending time on work AI should be handling. Infobip’s cloud contact center gives every human an AI partner that resolves routine inquiries, surfaces full customer context, and handles post-conversation admin. Let your team focus on the interactions that require human judgment and empathy.
The only cloud contact center with native channels and AI
Most contact center platforms are built for voice first, then bolt on digital channels. Infobip built messaging infrastructure for 20 years before the contact center. This means every channel is native, every customer is already known, and AI works across all of it from day one. Entire CX within a single platform: AgentOS.
Channels are native, not third-party
Every channel runs on Infobip’s carrier network — no third-party relay, no middleware latency. 800+ direct operator connections across 190+ countries.
Every agent starts with full context
When an agent opens a conversation, a full customer context card surfaces automatically, with purchase history, channel preferences, and segment data. No CRM tab-switching. No re-explaining.
Infobip owns the security layer
Infobip owns its full security stack: network, carrier infrastructure, and compliance certifications. Customer data stays on Infobip-owned infrastructure, with no third-party relay.
AI handles routine queries before they reach your team
AI chatbots and AI agents resolve FAQs, order status, and appointment booking end-to-end. Human agents escalate only when judgment or empathy is required.
During peak seasons, like Valentine’s Day and Mother’s Day, Infobip has been a lifesaver. With their easy-to-use platform, we were able to handle a massive surge in customer interactions without compromising the quality of our service. The chatbot has also been a valuable asset, reducing agent workload and providing instant customer responses.
Lujain Mallosh
Customer Service Manager, Floward
Transform contact center efficiency with AI
Less volume. Faster resolution. Complete context.
Deflect calls to AI, reduce volume
Redirect routine inquiries to AI agents and self-service before they reach agents. Handle FAQs, order tracking, and account updates instantly through automated channels – only escalating complex issues that need human expertise
Eliminate context switching and speed up resolution
Give agents complete customer history, order details, and interaction data in one interface – eliminating data silos, reducing agent workload, and accelerating resolution times.
Empower every team with AI-assisted support
Automate routing, tasks, and prioritization with macros, workflows, and SLA tracking. AI generates conversation summaries and assists in resolution, freeing agents to handle more in less time, while reducing costs.
AGENT TOOLS
Built for efficiency, designed for humans
CALLS
From chat to voice instantly, without losing context
AI CAPABILITIES
Intelligent automation that amplifies human expertise
AUTOMATION & WORKFLOWS
Streamline operations and accelerate resolution
CUSTOMER INTELLIGENCE & DATA
Complete context, every conversation
CONTACT CENTER ANALYTICS
Measure what matters, improve continuously
*Interface shown is a simplified version for demonstration purposes.
Applicable across industries
How our customers use our cloud contact center
Top brands transformed customer service with our cloud contact center. See how they did it.
Floward: Scaling customer service and reducing peak staffing by 45% with AI agents .
15%
reduction in customer service costs .17%
increase in containment rate (64% – 81%) .54k
conversations handled on peak days .
Readmoo: Scaling customer service and improving agent productivity with a unified contact center solution .
20%
increase in team productivity .
Beam&Go: Cuts costs by 30% with unified omnichannel customer communication .
30%
reduction in cost .100%
increase in agent response time .
Flamingo: Increased conversions, NPS score, and customer ratings with our contact center solution Conversations .
11%
increase in online sales conversion rate .18%
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{{meta.stats[2].content}} .Connect to the apps you already use
Integrate your existing CRM, ticketing, and data systems directly into the contact center. Keep full context at every customer interaction, without switching tools.
DEVELOPERS
Flexible contact center API for cross-channel communication
Built for builders
Quickly integrate our Inbox API to scale your contact center and support all the digital channels your customers use.
Your entire CX in one platform
Customer data, AI agents, chatbots, and journey orchestration all share the same infrastructure within AgentOS, so your support, marketing and sales teams operate with the same context.
Journeys
Explore Journey orchestrationAI agents
Explore AI agentsAI chatbots
Explore AI chatbot builderConversational CDP
Explore Customer data platformFAQ
Cloud contact center software — also called CCaaS (Contact Center as a Service) — is a cloud-hosted platform for managing customer interactions across voice, email, chat, messaging apps, and social media without on-premises hardware. Unlike traditional call center systems, cloud contact center software scales instantly, updates continuously, supports remote agents, and integrates with CRM and CDP systems for a complete view of every customer.
Infobip’s Cloud Contact Center is a module within AgentOS and includes native messaging channels (WhatsApp, RCS, SMS, Viber) delivered through Infobip’s own carrier network, alongside voice, live chat, and email.
A traditional call center is a voice-only operation running on on-premises hardware, limited to a fixed location and fixed capacity. A cloud contact center extends this to support digital channels (email, chat, messaging apps, social media) from any location, on any device, using internet-based infrastructure managed by the provider. The shift from call center to cloud contact center reflects the broader change in how customers want to communicate, moving from voice-first to channel-of-choice.
Contact Center as a Service (CCaaS) is a cloud delivery model where a provider hosts and operates all the infrastructure, software, and tools needed to run a contact center. Businesses subscribe and pay per agent or per interaction, without capital investment in hardware or software licenses. The provider manages uptime, security, compliance, and feature updates. The business configures its own routing rules, agent teams, and channels.
CCaaS (Contact Center as a Service) manages customer interactions across inbound and outbound channels. UCaaS (Unified Communications as a Service) handles internal employee communication and collaboration. CPaaS (Communications Platform as a Service) provides API infrastructure for building custom communication features into applications. Infobip operates as both a CCaaS and CPaaS provider — the cloud contact center module within AgentOS runs on the same carrier-grade messaging infrastructure as Infobip’s communication APIs, so channels are native rather than third-party integrations.
AI chatbots handle conversational interactions through structured flows — answering questions, routing conversations, and resolving predictable queries at scale. AI agents go further: they reason through multi-step problems autonomously, execute workflows, and integrate with external systems to resolve complex issues end-to-end without human intervention. AgentOS offers both natively — the AI Chatbot Builder for structured automation, AI agents for autonomous reasoning, and the Cloud Contact Center for human agent management, with intelligent escalation between all three and full context preserved at every step.
A basic deployment — channel configuration, routing rules, agent setup — can be completed in days for smaller teams. Enterprise deployments with multi-market configurations, CRM integrations, custom routing, and data migration from on-premises systems typically take four to eight weeks. Infobip provides dedicated implementation support and has completed enterprise migrations with zero service interruption and full data continuity.
Yes. Cloud contact center software requires only an internet connection and a supported device – your agents can work from home, in a branch office, or in the field. With Infobip’s cloud contact center, your support agents can use a mobile app to access full conversation history, customer context, and all essential tools directly from their phones, ensuring seamless support wherever they are.
Genesys Cloud CX and NICE CXone are standalone CCaaS platforms that connect to messaging channels and CRMs through third-party integrations. Infobip’s Cloud Contact Center is a module within AgentOS— sharing the same platform as AI Chatbot Builder, AI Agents, Conversational CDP, and Journey Orchestration.
It is the Human-AI oversight pillar of AgentOS — the enterprise agentic AI platform where native messaging channels, conversational CDP, AI chatbots, and autonomous AI agents share a single data model, not a patchwork of integrations.
WhatsApp, RCS, SMS, Viber, and voice are delivered through Infobip’s own direct carrier connections in 190+ countries. Agent context cards are enriched by Conversational CDP profiles in real time. Chatbot-to-AI agent-to-human escalation happens within the same platform without integration middleware.
Infobip’s cloud contact center software supports GDPR and CCPA data privacy requirements, HIPAA for healthcare providers, and local data residency requirements for multinational operations. Check our certificates here.
Cloud contact center software usually integrates with CRM systems to give agents a unified view of customer history, account data, and previous interactions during a live conversation. Standard integrations include platforms like Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CRM, and ServiceNow.
Infobip takes this further: rather than pulling data from an external CRM only, it also enriches agent context with data from our customer data platform (CDP), integrated natively with our cloud contact center within AgentOS. It incorporates behavioral data, segmentation, and messaging history across all channels – giving agents a more complete view than any standalone CRM integration can provide.
An AI-powered contact center uses artificial intelligence to automate customer interactions, route inquiries intelligently, and assist human agents in real-time. AI handles routine queries autonomously while seamlessly escalating complex cases to human agents with full conversation context.
AI automates up to 80% of routine inquiries such as FAQs, order status, account updates, reducing the volume reaching human agents. This lowers cost per interaction, reduces handle time, and allows teams to scale without proportionally increasing headcount.
Yes. Infobip’s enterprise-grade AI contact center offers 99.95% uptime SLA, regional data residency, SOC 2 and ISO 27001 compliance, and scales to millions of interactions across 40+ global data centers, supporting high-volume customer operations without performance degradation.
AI accesses unified customer profiles and interaction history in real-time, enabling accurate intent recognition and faster resolution without transfers. When human agents are involved, AI copilot provides instant context and guidance, reducing back-and-forth and improving first contact resolution rates.
Yes. Infobip’s AI voice agents handle inbound and outbound calls using natural language processing, answering questions, verifying identity, processing requests, and routing calls intelligently based on intent and customer data.
Omnichannel routing automatically directs customer inquiries from any channel, voice, chat, email, WhatsApp, SMS to the most appropriate agent or AI based on skills, availability, customer history, and priority. All interactions are visible in a single unified interface.
AI-first, human when it matters.
Deployed in days. Supported by a global team. No hardware required.