BT and Infobip are expanding their partnership to help enterprises unify their contact centers.
The two companies confirmed their ongoing partnership in an official release, offering advanced, AI-powered communication services to multinational businesses worldwide.
The current partnership will combine BT’s Global voice and inbound contact capabilities with Infobip’s market-leading cloud communications platform.
The collaboration intends to drive innovation in global connectivity and provide its enterprises with secure, seamless, and scalable customer engagement across multiple channels.
Colm Sunderland, Sales Director at BT International, discussed the growing market demand for higher-level communication systems, claiming that “enterprises around the world are looking to level-up their communications and engagement systems, requiring smart, interactive services to best serve their customers.
BT International’s leading voice communication capabilities combined with Infobip’s platform will deliver a comprehensive set of services to power our customers’ Intelligent CX Engagement.
Matija Ražem, Chief Commercial Telecom Officer at Infobip, also emphasized the value this latest collaboration will bring to the market.
“BT is a giant in the telecoms sector and a natural partner for Infobip,” he said.
“Powered by AI and designed for scale, the expansion of our partnership will offer a market-leading unified communications platform, helping to drive greater efficiencies and extend enterprises’ global reach.”
The expanding partnership will enable enterprises to unify their customer contact centers into a single virtual network.
The unification will open a complete set of integrated voice and messaging capabilities to allow for a richer, more seamless customer engagement experience on a global scale.
The platform will be supported by advanced conversational AI capabilities, which will allow enterprises to provide human-like interactions at scale and enable intelligent customer journeys to be built with prompts, minimizing the need for any extensive coding.
Infobip offers its customers popular messaging services such as RCS, WhatsApp, and SMS, whilst BT offers its customers international toll-free numbers and inbound voice services, a part of its International Contact Global (ICG) suite.
As part of the partnership contract, Infobip will be appointed as an authorized leader of BT’s ICG services, whilst BT will offer its customers Infobip’s messaging services.
Customers will also now be able to access phone numbers in more than 130 countries and manage inbound calls in 180 countries.
The extended partnership follows from their successful initial collaboration in 2022, which focused on enhancing customer experiences for businesses in the UK.
The original collaboration between BT and Infobip was intended to provide these customers with the ability to scale, design, and orchestrate personalized customer experiences.
These customers had typically included those in industries such as banking and finance, logistics, and the public sector.
