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Name of the product or service

CPaaS platform

Votes: 201

Product or service description

Infobip is a global cloud communications platform that enables businesses to build connections across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, contact center, chatbot and identity solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With fifteen years of industry experience, we have expanded to 70+ offices across six continents, with over 3,000 employees. We offer natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 700 telecom networks. Infobip’s Communications Platform as a Service (CPaaS) solutions span customer service, marketing, sales and security, over the largest range of programmable channels available. They include Moments, our customer engagement hub, which enables businesses to develop personalised campaigns to achieve the reach, relevance and response they deserve to drive revenues. Conversations, a digital-first cloud contact center solution designed to improve customer and agent experience through seamless omnichannel interactions in a unified workspace; and Answers – the intelligent chatbot building platform that supports customer service and sales results by bringing a new level of automation, speed, and availability. People, our data platform, connects insights from all customer touchpoints to unlock a 360-degree view of a customer. And finally, our Mobile Identity verification solutions are used by businesses and operators to protect customers, improve user experience, and increase engagement – a hassle-free method for user verification via a person’s mobile phone number. Our complete CPaaS platform enables us to be the invisible force reimagining a world of conversation and building a world of personal, omnichannel connections.

Distinction from the competition

The CPaaS market has been around since 2008 and has continued to add new capabilities over the years. This includes an expanded base of cloud communication channels along with packaged modules that perform a specific task, such as conversational messaging or user authentication. Underscoring our commitment to differentiating ourselves in the market, Infobip has continued to evolve in pace with – and in some cases faster than – the wider CPaaS ecosystem Our brand claim ‘building a world of connections’, reflects not only our vision to connect the physical worlds supported by our global presence and local reach, but also to connect the different “worlds” of communication channels, such as SMS, WhatsApp, voice, Viber or email. We know that, now more than ever, consumers like to contact brands in different ways, depending on the service they need.
Each year, our platform sends more than 100 billion interactions, working with businesses in traditional sectors, such as retail and banking, as well as new-age domains such as on-demand services and e-commerce. Our deep regional presence gives us the competitive advantage of reacting faster and holding daily interactions with our customers. We provide solutions based on proven global best-practices that are adapted to specific needs and local requirements. It’s this global presence, with a local understanding, which sets us apart.

Product or service innovations

In the past twelve months, Infobip has focussed on accelerating growth across the globe, specifically in North America which we achieved through the acquisition of OpenMarket, a leading US provider of mobile messaging solutions, in November 2020. Following this, we acquired global firewall service provider Anam Technologies, which served in strengthening Infobip’s position as the first choice for mobile network operators through an enhanced product and service offering worldwide.
Finally, last month, we announced that we have entered into a definitive agreement with global VoIP provider Peerless Network, marking our fourth acquisition in under a year. The transaction is expected to complete upon receipt of regulatory approvals in 2022. The deal extends Infobip’s voice presence in the US. This growth has spanned across Europe too, where in DACH specifically, we have grown the local team by over 160% and doubled our annual turnover in the last two months alone. In terms of specific solution updates, we’re constantly looking to improve our CPaaS offering, with recent innovations via:

  • The launch of Infobip’s Mobile Identity solution in Germany: https://www.infobip.com/news/telekom-deutschland-and-infobip-partner-to-streamline-mobile-security
  • Additions of new channels like Instagram and Google Business Messaging, where Infobip’s clients can handle messaging at scale, connect to new customers and strengthen relationships with existing ones
  • Email templates, which will allow managers to predefine a set of replies, categorize them, and let agents resolve repetitive queries in a few clicks – so they can focus on more complex ones
  • New features on WhatsApp for chatbots, including reply buttons, stickers, and list messages.
Customer case study

Ride-hailing company Bolt gives people a fast, affordable way to move around cities across the globe. At the heart of its operations is a community of more than 1.5 million registered drivers. Expanding this community of drivers is key to Bolt’s success as the company continues to grow and scale, but they needed to optimise this to increase conversion rate (i.e. the percentage of drivers who complete registration after starting the process). The existing registration process was a five-stage website form. Analytics showed that drivers who abandoned the process mostly did so when they reached the step where they had to upload their identification and driver license documents. To try and re-engage these drivers, they used channels such as email and SMS, but this strategy was not providing high ROI and involved a lot of manual effort from customer support agents. To help Bolt improve the registration experience, Infobip developed an optimized driver registration process over WhatsApp, made up of our chatbot-building platform, Answers; our cloud contact center solution, Conversations; and our omnichannel customer engagement hub, Moments. Now drivers can complete the entire registration process using a chat app they know and trust. A chatbot guides drivers through the entire journey, while live agents process drivers’ information. These agents are also on hand to provide additional assistance where needed, taking insights from chatbot conversation histories. Meanwhile, advanced analytics allow the team to track where drivers abandon the registration process and send automated reminders to bring them back into the journey. The optimized driver registration process enabled Bolt to secure a 40% rise in conversion rate. Thanks to its successful trial in South Africa, the solution was scaled and rolled out to an additional eight countries, including Germany.

Positive feedback & testimonials

In October this year we were ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors, placing top for breadth and range of product as well as capacity. The report, which recognizes and compares the top CPaaS vendors worldwide, rated Infobip as the established leader – the highest available designation in the report compared to peers for strength and depth of its CPaaS Platform, sGate SMS Firewall, iGate Mobile Identity and RCS Business Messaging.

This achievement shows the huge progress we’ve made over the past 12 months as the company focuses on the dual benefits of adding new programmable channels to the platform on top of enhanced software application capabilities. In doing so we are able to help companies transition faster and more easily from transactional interactions to true engagement particularly as we enter an era where conversation is becoming the new interface between people and applications.

Additional award wins over the past year include: • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (May 2021).
• Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report • Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards



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learn more & register for Expo

Do you want a free ticket to visit E-commerce Berlin Expo on 5th May 2022? 5 stages of presentations, over 180 exhibitors.

Please, fill in your personal details in the form below

E-commerce Germany Awards 2022

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