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Infobip Introduces Contact Center as a Service (CCaaS) Solutions

Infobip is a global cloud communications platform that enables businesses to build connected customer experiences at scale. Infobip allows organizations to manage multiple communication needs for customers and their preferred channels (including Facebook Messenger and WhatsApp) from a single point of contact. Infobip has over 600 direct operator connections, giving them access to the largest MNO network in the world. While Infobip is less well-known in North America, the organization is globally well-established, particularly in Latin America, Europe (Infobip was founded in Croatia), and Asia.

While predominantly a Communications Platform as a Service (CPaaS) vendor (especially for SMS), Infobip’s latest drive has been its Call Center as a Service (CCaaS) solutions. These solutions encompass three products:

  • Moments, a multi-channel customer engagement platform with omnichannel communication automation, event-based orchestration, personalized messaging, campaign analytics, and customer data management.
  • Conversations, a conversation management center for creating, collecting, and managing conversations across all channels per customer. This data enriches customers’ profiles and improves agents’ productivity.
  • Answers, a chatbot building platform with a drag-and-drop, code-free interface. The chatbots are powered by Infobip’s in-house NLP (natural language processing) engine.

For further information, watch the session Introducing Conversations: Turn Your Contact Center into a Customer Experience Center (available online through to December 31, 2020, at Enterprise Connect 2020).

Our Take

It’s incredible for those of us focused on the North American CPaaS and CCaaS markets to realize just how large Infobip is globally. Infobip’s focus on SMS and allowing organizations to manage multiple communication needs for customers has ensured a solid foundation for their network and connections to hundreds of carriers. Infobip needs only to maintain their momentum from the recent success they have had establishing a base in Latin America.

Though Infobip does not appear on SoftwareReviews’ data quadrant for CCaaS (image below), a reasonable spot to place them would be the top right of the “Challenger” quadrant. Depending on one’s geographic location, Infobip might well be at the top of the market leaders. However, in North America, Infobip will be scrutinized on their offerings to see just how well they score and resonate with North American customers. The data quadrant below is certainly focused on North American customers. There’s an opportunity for Infobip to come crashing in and shift the marketspace.

Source: SoftwareReviews CCaaS Data Quadrant. Accessed September 11, 2020.

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