Exploring Infobip Core Offerings and Strategic Expansions

Integrator Media had an exclusive interview with Amsal Kapetanović, Country Manager KSA, Infobip

Describe Infobip and its core offerings.

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 75+ offices globally, and 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. We provide a broad range of capabilities at scale. These include our omnichannel and CPaaS capabilities, contact center solution, AI-powered chatbot building platform, customer engagement solution, customer data platform, identity and security solutions, and telco solutions. In 2023, Infobip was named a Leader in the Gartner Magic Quadrant for Communications Platform as a Service (CPaaS).

Infobip recently launched your first data center in Saudi Arabia, can you elaborate on the significance of this move?

This significant milestone reflects Infobip’s commitment to expanding its presence in the Middle East and strengthening its infrastructure to better serve clients in KSA and the neighbouring countries. Infobip launched its first data centre in KSA, to host and process the data within the country, in line with international data security standards. The data centre in Riyadh is expected to support businesses, create numerous job opportunities, and contribute to the local economy. It offers scalability and reliability to meet the evolving needs of businesses across various industries.

Another recent development is Infobip’s partnership with Oracle as an independent software vendor. How will this collaboration empower businesses to leverage communication solutions?

Recently, we enhanced our relationship with Oracle by becoming an Independent Software Vendor, or ISV, with access to Oracle Integration Cloud. This means that businesses using any Oracle solution can access Infobip’s omnichannel platform through Oracle Cloud Marketplace (OCM). With the ability to integrate our full omnichannel communications platform across any Oracle solution, available through OCM, we can help enterprises, no matter their sector or use case, create conversational experiences that increase conversions, boost sales and drive loyalty. Infobip will be building additional integrations through the Oracle Integration Cloud.

Infobip unveiled an AI Hub for AI-driven customer experiences. Can you explain how AI is transforming the way businesses interact with their customers?

Our AI Hub solution enables businesses and brands to build end-to-end conversational customer journeys, enhancing customer engagement whether for marketing, sales or support and driving business growth with minimal effort and no coding knowledge. In general, it supports digital transformation by integrating advanced analytics, AI, and generative AI features with Infobip’s core Software-as-a-Service (SaaS) portfolio. Infobip collaborated here with Microsoft to develop new ways of integrating generative AI within its customer engagement suite and offer even more conversational experiences to consumers. We integrated OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service into our Infobip AI Hub

What are Infobip’s plans for further growth and innovation in the Middle East, particularly in Saudi Arabia?

Our plan is to expand in locally hosted state of the art engagement solutions that will bridge the gap between customers internal ecosystems that are existing on their app and web experiences, and 3rd part channels like WA for business and other OTTs, SMS, Voice, Email, etc. On innovation side of things, we are introducing our Ai orchestrator, that is already helping customer combine multiple bot systems, GenAi bots that are working in conjunction with rule-based bots and other intent engines to get the desired results that customers cannot achieve using only one bot variant.