CASE STUDY
Infobip ’ s solutions for transformation of customer experience
At the core of this offering is an omnichannel experience facilitated by solutions like Conversations , a cloud contact centre platform , which streamlines customer interactions across various channels through a unified interface .
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 70 + offices globally . It offers natively built technology with the capacity to reach over seven billion mobile devices and things in 6 continents connected to over 9,700 + connections of which 800 + are direct operator connections .
Infobip ’ s Partner Connect Programme helps partners transform business opportunities at scale by connecting them to communications solutions and expertise . Through the online portal , partners gain access to a range of tools designed to enhance customer interactions and drive digital transformation .
Partners receive extensive support through various initiatives , including market development funds , certification programs , and ongoing enablement activities . Partners benefit from expertise and support , ensuring seamless integration and compliance with regulatory standards .
With Infobip , partners can accelerate their growth , capitalise on emerging opportunities , and deliver exceptional communication experiences to their clients . Infobip ’ s commitment to innovation , agility , and customer-focus makes it a partner of choice for businesses seeking to thrive in today ’ s digital landscape .
into one seamless experience . An effective omnichannel approach ensures that customers have a consistent and personalised experience across all channels , which ultimately drives sales and customer loyalty .
Moments , another key component , serves as an omnichannel engagement hub , leveraging advanced personalisation and automation features to orchestrate communication across digital and mobile channels . Additionally , Answers provides an intuitive platform for building AI-based chatbots , ensuring round-the-clock customer support .
These solutions enable Belva Digital to amplify digital transformation journeys by expanding their solution portfolio with communication technologies . This includes leveraging Software as a service and Communications Platform as a Service solutions to create new revenue streams while fostering customer loyalty through integrated offerings .
Technology architecture
The technology architecture behind Infobip ’ s CPaaS offerings is built for scalability , reliability , and performance . Leveraging a distributed cloud infrastructure with strategically positioned data centres worldwide ensures low inactivity and high availability . This architecture empowers partners to deliver communication services with confidence , irrespective of geographical location or scale .
Infobip ’ s hosting platforms adhere to industry-leading security standards and compliance requirements , ensuring the protection of sensitive customer data and privacy . By employing encryption , access controls , and rigorous monitoring protocols , Infobip maintains the integrity and confidentiality of communication transactions processed through its platform .
Until recently , Belva Digital relied on several different solution providers to provide multichannel offerings to their customers . This multivendor approach increased the complexity and cost of implementing and managing these channels .
The solution
Infobip offers a comprehensive suite of technology solutions to empower businesses in building seamless and effective communications strategies . Using Infobip ’ s solutions , Belva Digital was able to expand and enhance its product portfolio by adding several of Infobip ’ s Communications Platform-as-a-Service offerings , including email , SMS , and WhatsApp for Business API .
The Infobip advantage lies in its local presence , enabling it to provide tailored solutions aligned with regional requirements and global best practices . The solutions are agile and adaptable , keeping pace with evolving market trends and communication preferences .
Belva Digital is currently working in partnership with Infobip to offer its Answers and Conversations Softwareas-as-Service solutions to customers across Africa .
The result
As a result of partnering with Infobip , Belva Digital has been able to enhance and expand its product portfolio to offer complete omnichannel solutions on one platform . This means that Belva Digital can manage
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