Infobip and Microsoft team up with WhatsApp and SMS integration


Global cloud communications company Infobip is strengthening its collaboration with Microsoft by integrating its WhatsApp and SMS channels to help businesses deepen their relationships with customers, increase loyalty and increase sales.

This follows Infobip’s deployment of its communications platform as a service (CPaaS) on Microsoft Azure last year, adding its omnichannel capabilities to Microsoft’s platforms.

Customers increasingly want to message a business rather than call, so brands need to be where their customers are. In response to this, Infobip integrated its SMS and WhatsApp channels with Microsoft Dynamics 365 Sales.

Businesses using Dynamics 365 Sales can now use Infobip to create personalized customer communication campaigns using text messages and take advantage of WhatsApp’s enhanced features such as graphics and video capabilities.

This includes sending personalized coupons to existing or potential customers to increase sales, collecting customer feedback to improve products and services, and sending event, appointment or date reminders. custom payment schedule.

One-view dashboard data means that Dynamics 365 Sales users can have a complete view of customer communications across these new channels, where they can see reports on messages sent and delivered.

Infobip has also integrated its WhatsApp channel with Microsoft Dynamics 365 Marketing, ensuring that companies’ marketing teams can engage with customers where they are most likely to engage.

Veselin Vuković, Vice President of Strategic Partnership at Infobip, said, “The evolution of our collaboration with Microsoft demonstrates our commitment to ensuring businesses can communicate with their customers using their preferred channel. By doing so, we help improve the customer experience, build loyalty and ultimately increase sales.

“Our network delivered 225 billion messages last year and is connected to 70% of mobile devices worldwide through 700 global telecom partners. We are delighted to be a Microsoft partner and our new integration will make it easier for customers to use our global reach and rich channel mix.

Azure customers will also have the option to use existing Azure credits, through the Microsoft Azure Consumption Commitment (MACC) program, to access Conversations, Infobip’s cloud contact center solution. Through this agreement, companies can engage customers, partners, and vendors through existing Microsoft supply relationships, while benefiting from the trusted expertise of Microsoft and its partner ecosystem.

Vincenzo Esposito, General Manager, Central and Eastern Europe, Microsoft, said: “Companies like Infobip add value by integrating their solutions with Microsoft Dynamics 365. channel, can harness the benefits of digital transformation. Together, we enable omnichannel communication to deliver impactful business solutions. »

Pamela Clark-Dickson, Principal Analyst at Omdia, added: “One of the major trends currently underway in CPaaS is the transition of vendors from enabling communications for better customer interactions to implementing customer experience at the center of their strategic and technological roadmaps. This means that CPaaS providers like Infobip are looking closely at how consumers want to interact with their service providers, with communications being just one of the (very important) enablers they can put in place to enable those interactions. .

“This next step in working with Microsoft underpins that.” Companies around the world will benefit from the expertise of these two world leaders to advance their innovation agenda.

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