- Microsoft partner Infobip’s SMS and WhatsApp solutions are now available through Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Marketing
- The integration helps businesses communicate with their customers over their preferred channel to improve the customer experience and boost sales
Vodnjan, Croatia: Global cloud communications company Infobip enhances its collaboration with Microsoft by integrating its WhatsApp and SMS channels to help businesses to deepen customer relationships, increase loyalty and boost 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. Responding to this, Infobip has integrated its SMS and WhatsApp channels with Microsoft Dynamics 365 Sales. Businesses using Dynamics 365 Sales can now use Infobip to build personalized customer communication campaigns using text messages and benefit from WhatApp’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 bespoke event, appointment, or payment due date reminders. Data from a single-view dashboard means users of Dynamics 365 Sales can have a complete view of customer communications across these new channels, where they can see sent and delivered message reports.
Infobip has also integrated its WhatsApp channel with Microsoft Dynamics 365 Marketing, ensuring marketing teams in enterprise companies can interact with customers where they are most likely to engage.
Veselin Vuković, VP of Strategic Partnership at Infobip, said: “The evolution of our collaboration with Microsoft demonstrates our commitment to ensure businesses can communicate with their customers using their preferred channel. In doing so, we help improve the customer experience, enhance loyalty, and ultimately boost sales. Our network delivered 200 billion messages last year and is connected to 65% of the world’s mobile devices via 700 global telecom partners. We’re delighted to be a Microsoft partner and our new integration will make it easier for customers to make use of our global reach and rich channel mix.”
Azure customers will also have the option to use existing Azure credits, as part of the Microsoft Azure Consumption Commitment (MACC) program, to access Infobip’s cloud contact center solution Conversations. Through this agreement, businesses can engage customers, partners, and sellers through existing Microsoft procurement relationships, while benefiting from Microsoft’s trusted expertise and its partner ecosystem.
Vincenzo Esposito, General Manager, Central & Eastern Europe, Microsoft, comments: “Companies like Infobip add value by integrating their solutions with Microsoft Dynamics 365. This ensures that businesses, no matter where they are or their channel preferences, can harness the benefits of digital transformation. Together we are enabling omnichannel communication to deliver impactful business solutions.”
Pamela Clark-Dickson, Principal Analyst at Omdia, adds: “One of the major trends currently underway in CPaaS is the vendors’ transition from enabling communications for better interactions with customers to putting the customer experience at the center of their strategic and technology roadmaps. That means that CPaaS vendors like Infobip, closely examine how consumers wish to interact with their service providers, with communications just one of the (very important) enablers that they can put in place to enable those interactions. This next step in the collaboration with Microsoft underpins this’. Businesses globally will gain the benefit of expertise from these two global leaders to advance their innovation agenda.”
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 center 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 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.
Recent award wins include:
- Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
- Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
- Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021).
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards