Infobip integrates Viber Chatbots to platform offering

Global cloud communications company, Infobip has integrated Viber Chatbots messaging solution into its SaaS-based CPaaS offering comprising Infobip’s digital-first cloud contact centre ‘Conversations’, and ‘Answers’, its smart virtual assistant.

Viber, one of the most popular messaging platforms in the world, developed the bot to strengthen customer care for businesses.

Viber Chatbots are used for two-way chat over Viber and are session-based communication, meaning businesses are always there for customers with round-the-clock availability, streamlined communication, and an intuitive CX. Viber Chatbots offers end-users easy and fast communication with businesses in a more dynamic way using customizable keyboard options and rich media messaging. Verified Chatbots are searchable as channels in the Viber app which is very convenient for end-users.

Using the full power of Viber Chatbots, businesses can provide services that range from banking to retail and media services direct-to-customers. End users can converse in real time with organisations to receive services and support for things like account setup, bank balances, and purchase receipts in a timely and convenient manner on their preferred channel.

Etienne Dupont, Senior Director of Business Messaging Solutions at Rakuten Viber, comments: “Our successful 6-year partnership with Infobip is based on providing the most seamless and conversational digital experience possible. The popularity of Viber in 190 countries informed the decision to add this functionality and offer it through the Infobip platform. We look forward to bringing even better customer experiences to Viber users.”

Businesses can also use Viber Chatbots to engage and address customers with permissioned non-transactional messaging such as special offer alerts.

Kreso Zmak, VP Product at Infobip said: “Integrating this messaging feature into the customer journey allows brands to improve relationships with their customers as well as showcase new products or services. Viber Chatbots in Conversations/Answers aims to help businesses reach and extend the conversation to new and existing customers alike, customize the user keyboard and use rich media to offer a dynamic and immersive messaging experience. Additionally it uses automation to qualify and convert the target audience into paid customers. We’re really honoured at Infobip to have Viber Chatbots now part of our offering.”

About Viber

Viber is a global leader in cross-platform messaging and voice-based communication that connects people – no matter who they are, or where they’re from. With a free and secure connection, users all over the world communicate with their loved ones through high-quality audio and video calls, messaging, and much more.

For businesses, Viber offers messaging solutions (chatbots, business messages), branded stickers and display ads. All these tools help businesses to reach their customers at each stage of the customer journey: attract, interact, transact and stay in contact.

All private Viber calls and chats are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure.

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About Infobip 

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.

With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.