Infobip, the global cloud communications platform, is partnering with BT to offer UK business customers the opportunity to scale, design and orchestrate personalised customer experiences across channels including WhatsApp, Rich Communications Services (RCS) and Facebook Messenger.
According to a Facebook-commissioned study by Nielsen, 56% of people would rather message a business than call customer service, and 67% expect to message businesses more over the next two years. To respond to these changing consumer demands, Infobip will provide its messaging services to BT’s business customers, specifically those in banking and finance, logistics and the public sector, who are becoming more reliant on conversational channels to communicate with customers.
Businesses will have access to Infobip’s entire suite of customer engagement solutions, including SMS, RCS, which enables brands to deliver rich, branded messages via an SMS inbox, WhatsApp and Facebook Messenger. They will also be able to centralise customer data through one platform to understand customer preferences and quickly action data on behaviour, engagements, payments, shopping history, across these channels.
“Customers expect to be able to interact with brands quickly, seamlessly and on the channel of their choice. By working with Infobip ,we can offer our business customers the solutions they need to take customer communications to the next level, whilst getting to know their customer better through intelligent data insights.” Robert Jones, Head of Messaging at BT
The collaboration will give customers access to Infobip’s automated customer engagement engine ‘Moments’, AI-powered chatbot building function ‘Answers’ and its new data-unifying solution ‘People’, which connects insights from online and offline sources to unlock a 360-degree view of the customer.
Chris Pozzi, Senior Telecom Partnerships Manager at Infobip concludes: “Our ambition is to provide a more open and integrated arena to power exceptional digital customer experiences. We know that customers are more demanding than ever and expect communication beyond SMS and email. Businesses need to be where their customers are, which is why we’re delighted to join forces with BT to ensure its enterprise customers can design and orchestrate personalised customer experiences across a plethora of channels through a scalable communications platform.”
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 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
BT Group is the UK’s leading telecommunications and network provider and a leading provider of global communications services and solutions, serving customers in 180 countries. Its principal activities in the UK include the provision of fixed voice, mobile, broadband and TV (including Sport) and a range of products and services over converged fixed and mobile networks to consumer, business and public sector customers. For its global customers, BT provides managed services, security and network and IT infrastructure services to support their operations all over the world. BT consists of four customer-facing units: Consumer, Enterprise, Global and its wholly-owned subsidiary, Openreach, which provides access network services to over 650 communications provider customers who sell phone, broadband and Ethernet services to homes and businesses across the UK.
For the year ended 31 March 2021, BT Group’s reported revenue was £21,331m with reported profit before taxation of £1,804m.
British Telecommunications plc is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.
For more information, visit www.bt.com/about