Infobip Conversations

Main articles:

• SaaS - History. Philosophy. Drivers of development
• Call Center - Purpose, Types and Tasks
• Omni channel

2021: Launch on Azure platform

March 19, 2021, Infobip an international developer of communication solutions for business, launched the Conversations service as a and omnikanalny Contact Center tool for marketing mailing on the cloudy platform. This is Azure the result of technological collaboration c, Microsoft which will give enterprise customers a convenient, scalable solution to improve customer service and sales growth.

Infobip offers Azure users both the integration of individual plugins for messaging through digital communication channels and turnkey solutions, including professional services and technical support. The Infobip infrastructure at Azure includes the Conversations omnichannel contact center, a service for automating marketing mailings based on the behavior of Moments customers, and a designer for creating intelligent Answers chat bots. By 2023, the company will add the capabilities of identity identification and the Internet of things.

As we approach the IPO, Infobip continues to actively develop cooperation with Microsoft and its partner ecosystem. This will help companies grow demand, develop partner sales and facilitate interaction with end users to accelerate digital transformation. Integrators interested in providing Infobip services to their customers can access documentation and training on the Infobip partner portal.

Шаблон:Quote 'author = said Silvio Kutich, CEO of Infobip

{{quote 'author = noted Chris Weber, Microsoft's corporate vice president of small, medium and corporate business |

All companies need to create open ecosystems where partners can easily adapt and unite, quickly monetizing their products and services. Microsoft offers direct customer contact, lead sharing with Microsoft and other partners, and experience sharing for project implementation and profitability. We are pleased to cooperate with Infobip and look forward to further joint projects,}}

2020

Launch a Cloud Contact Center Solution

On May 28, 2020, it became known that Infobip it had launched the Conversations solution for. cloudy Contact Center Together with the platform for creating chat bots Answers, products will help businesses organize operators from home and provide faster and more personalized customer support in popular channels communications through a single interface.

Due to the pandemic coronavirus , communications with customers have been transferred to, and it remote mode has become more difficult for companies to maintain a high level of client service only through traditional communication channels, such as a telephone or. The email hotlines of contact centers are experiencing serious loads, the waiting time of the free operator increases, which leads to a deterioration in the service and an increase in the number of dissatisfied customers. Those who are used to working offline have to rearrange the process of interaction with customers and more actively use digital communication channels, such as,, messengers WhatsApp or. Facebook Messenger The increase in the Viber number of service channels can aggravate the situation if the company uses disparate systems and does not have omnikanalny a communications strategy. Developing your own systems takes a long time, so ready-made cloud solutions come to the rescue, which are easy to configure to meet the needs of your business.

The Infobip Conversations service is a scalable cloud-based solution that enables companies to upgrade the customer service department in a short time and ensures the right balance between automation and customer experience. Users will have seamless experience interacting with the company in communication channels convenient for them, and the company itself will have great flexibility, speed and efficiency in processing consumer calls. Conversations integrates with existing CRM, ticket sales, loyalty programs, and an online store, giving operators access to all data for online and personalized support. In a single interface, they see the entire history of correspondence with the client in different channels, can use the prepared answers to standard cases, as well as adapt the communication style based on the analysis of the customer's mood. Built-in analytics tools enable managers to track user activity across multiple channels and operator productivity in real time to eliminate factors that affect the efficiency and quality of customer experience in a timely manner.

Conversations can be used with Answers, the Infobip platform for creating scripted and smart chat bots. With their help, round-the-clock support is provided, and if necessary, invisibly for the client, the dialogue is transferred to the operator. The bot's communications with clients are displayed in the interface in real time.

Conversations helps companies create a holistic customer experience, thanks to the ability to communicate with users in their preferred communication channels, including WhatsApp, Viber, Facebook Messenger, SMS, RCS, online chat on the site, audio and video calls. Answers provides an additional layer of intelligent automation. Thus, companies get a comprehensive solution for transforming their contact center into a cloud-based center for developing customer relations and can focus on business processes and building a communication strategy. commented by Adrian Benic, vice president of Infobip products.

Since the beginning of 2020, an early access program to Conversations has been launched, during which Infobip specialists collaborated with a number of companies around the world to help them improve the quality of client service and refine the platform's functionality based on feedback. In Russia, one of the first users of Conversations was VimpelCom, which uses the platform to communicate with Beeline Business corporate customers in Russia through WhatsApp.

We have developed a Conversations special to support your business. A personal manager can help you customize your platform to meet your specific needs and launch a contact center in the cloud in 24 hours. At the same time, within 2 months after the launch of the operator license and chat bots sessions are provided free of charge, said Ruslana Reznikova, managing director of Infobip[1] region[2]

Service Presentation for Non-Profit Health Sector Organizations

On April 16, 2020, it became known that in order to increase the general level of security of the population, Infobip, the developer of a solution for omnichannel interaction, contact centers, user identification and secure authentication, provided access to its communication platform for organizations of the non-profit health sector.

The Infobip Conversations service is an omnichannel chat platform that allows you to monitor all incoming messages and respond to them in a single operator window in real time. Infobip provides APIs for connecting to the platform of existing CRM and other information systems of the organization. The company's specialists also advise on setting up the necessary communication channels (SMS, email, voice, push notifications, messenger Viber, Facebook, WhatsApp), including chat bots for round-the-clock support.

With the help of the Infobip service, public health organizations provide citizens with timely and reliable information about coronavirus infection and measures to counter the development of the pandemic taken by the government and medical institutions.

We understand that doctors and health workers at the forefront of the fight against the disease have critically little time and effort to organize regular information to citizens about the current situation around COVID-19. We hope that our service will help the health sector to communicate more effectively with patients, their relatives and the family and to report to all citizens of a detail about work of doctors and danger of this disease, says Ruslana Reznikova, managing director of Infobip in the Eurasia region

Infobip has already provided similar services for a number of state institutions in Russia and the CIS countries, including the Ministry of Health of Russia, the Ministry of Health of Kazakhstan and the National Health Service of Ukraine. The projects were launched in collaboration with WhatsApp and Rakuten Viber.

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