Global cloud communications company Infobip has today announced its full range of CPaaS solutions are available for Mobile Virtual Network Operators (MVNOs). The offering comes in a bid to ensure all telco providers can provide an exceptional customer experience while lowering operational costs.
Next Mobile in Poland is already realising the benefits of Infobip’s partnership in delivering exceptional service and a smooth online experience across multiple channels.
With over a decade of experience working with telecoms, Infobip’s MVNO offering, which launched this month, will help tackle the key pain points this segment of operators face; notably how to ensure 24/7 support is available, being able to communicate with customer’s across the entire journey, and to reduce costs.
Many operators are facing an increase in online customer queries due to reduced in-person operations driven by the pandemic. To manage this influx, Infobip is offering MVNOs a range of automation features through its cloud contact centre solution Conversations and chatbot building platform Answers. Operators can use automation to answer more simple enquiries via LiveChat, WhatsApp or Facebook Messenger, for example payment requests, account balances and tariff changes. Then for those customer care issues where a more complex response is needed, Infobip’s solutions offer a seamless transfer from bot to agent.
Its customer engagement hub, Moments, is also available for MVNOs to use a self-service interface for sending timely, personalised promotions across the largest range of programmable channels including SMS, voice, RCS, email and chat apps. It can also help streamline the online registration process for new customers.
Director of Operator Strategy and Partnerships, Mijo Soldin, comments: “MVNOs have excelled at differentiating from the MNO market – offering competitive prices and having the agility and flexibility to address the specific needs of niche markets. But customer service expectations are rising, and price alone is no longer enough to stand out. Now, MVNOs must focus on delivering a competitive CX, as well as being affordable.”
Next Mobile in Poland has partnered with Infobip to offer in-house customer support via a single platform. Infobip’s Conversations solution provides one place to handle conversations across multiple channels. This is especially important as the MVNO looks to move from voice-only support to channels like WhatsApp and Facebook Messenger, where the process can be automated.
CEO of Next Mobile, Rafał Kozłowski comments “Infobip’s Conversations solution has everything we need; one platform to manage every customer-service channel with ease and convenience. It also gives us a clearer view of customer satisfaction, so we can ensure the experience is as positive as possible across the entire customer journey.”
Soldin concludes: “As communications service providers, MVNOs know how much people prioritise being able to reach each other. Their expectations of customer service are the same. They crave a frictionless, on-demand experience – and they want to be able to access services on whichever channel they’re using. We’re excited to work with MVNOs across the globe to ensure these expectations are not only met, but excelled.”
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact centre solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way.
With over a decade of industry experience, Infobip has expanded to include 65+ offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected to over 650 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.
Visit https://www.infobip.com/