The integration of Lucidya’s customer engagement and data analytics capabilities into Infobip’s platform will allow businesses to leverage AI-driven social listening insights for personalized, multi-channel engagement. This partnership aims to enhance customer support, marketing effectiveness, and overall customer experience.

Zeid Shubailat, Director at Infobip, said:“This strategic partnership with Lucidya allows us to enhance our multi-channel communication capabilities by integrating their powerful social listening and AI-driven customer insights from social media channels. Jointly, we empower businesses to engage with their customers with more personalized, data-driven experiences, creating stronger connections and driving better outcomes across the customer journey to meet a wide range of customer needs.”

Some of the benefits of this strategic partnership include:

• Advanced AI-driven solutions for detailed customer intelligence and analysis
• Seamless integration of communication products and services for enhanced customer interactions
• Personalized engagement through innovative messaging channels

Ziyad Bin Sulaiman, Business Development Director at Lucidya, said: “Our partnership with Infobip represents a significant step forward in our mission to provide businesses with the tools they need to foster meaningful and personalized customer experiences. By leveraging Infobip’s cutting-edge communication technology, we’re confident that our clients will see a significant improvement in customer satisfaction and loyalty.”

This collaboration marks a significant step forward in providing businesses with the tools they need to foster meaningful and personalized customer experiences in the Middle East region.

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Juniper Research scores vendors across 11 criteria, including but not limited to their size of operations in the AIT prevention market, the extent and breadth of relevant partnerships, market coverage, and product strength. Infobip scored highly across each of these and three further categories.

Overall, Infobip was ranked as the Leading firm because it offers a comprehensive solution to AIT fraud detection and prevention strategies, including its ‘Infobip Signals’ solution, which detects AIT by monitoring phone number behaviour, ranges, and types.

Helping set Infobip aside from others in the market is its use of artificial intelligence (AI) and machine learning (ML) algorithms to detect and block OTP traffic, ensuring automated protection for enterprises.

Georgia Allen, Research Analyst at Juniper Research, said: “Infobip has a comprehensive solution to combat AIT fraud, with a significant messaging client base to inform future AIT detection and prevention strategies. Infobip’s growth into markets in North America and Western Europe is critical when considering the high levels of AIT fraud in these regions, therefore making them key regions for AIT prevention solutions. Infobip offers several AIT prevention solutions, with Juniper Research highlighting the ‘Infobip Signals’ solution as a crucial tool in blocking AIT fraud, with differing levels of aggression depending on the enterprise’s needs.”

Goran Juršić, VP of Business Intelligence at Infobip, said: “Juniper Research has recognized Infobip as the leading provider of AIT Fraud Prevention solutions globally for our exceptional capabilities and products. With the support of our customers who partnered with us, we brought Signals – our risk detection solution – to life. Leveraging the newest technologies, Signals has already demonstrated its impact, exposing AIT fraud hotspots worldwide and saving our customers millions of dollars. We will continue to innovate and invest in preventing AIT fraud and protecting our customers and the wider messaging ecosystem.”

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Black Friday is the start of the Christmas shopping season. Millions of consumers search for deals online, providing retailers with a growing opportunity to increase sales and strengthen brand presence. Even a 5% increase in customer retention can boost profits by more than 25%, according to management consultancy Bain & Company. 

However, creating an appropriate omnichannel strategy to communicate with consumers across four generations can be challenging. Get it wrong and brands may lose sales or even loyal customers. Infobip’s Generational Messaging Trends Report reveals the communication preferences of each generation: 

• Baby boomers: are less accepting of repetitive content where, 40% want more varied communications versus 8% of Gen Z, but favor chat apps more than Gen X (68% compared to 57%) 
• Generation X: 73% of Gen X prefer to receive product and service updates compared with just 55% of Gen Z
• Millennials: younger generations are more open to new communication channels, where 60% of millennials are happy to make purchases through chatbots
• Generation Z: 83% expect a brand to understand them as individuals, and 65% want a two-way dialogue with the brands they buy from

Ivan Ostojić, Chief Business Officer at Infobip, said: “Our research shows that most shoppers, no matter their age, want brands to engage with them like with a friend through conversational channels and say it will increase their loyalty. However, brands must get customer communications right to enhance loyalty and grow sales. That’s why Infobip has analyzed what each generation prefers and published a new report and a playbook to help retailers and ecommerce firms make the most of the shopping season.”

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Infobip’s robust platform and infrastructure will empower businesses in KSA to engage with their customers at every touchpoint of their journey, delivering large volumes of digital interactions at high speed with low latency and best-in-class delivery rates.

The data centre, collocated at local provider, will host and process data within the country, in line with international data security standards (such as ISO 27001, ISO 27017, and ISO 27018). Infobip’s local data centre in KSA will offer scalability and reliability to meet the evolving needs of businesses across various industries.

Establishing Infobip’s first local data centre in KSA ensures maximum data security for businesses. It also supports the digital innovation capabilities of local businesses and public sector enterprises in the market.

“We are inspired by the ever-changing customer preferences and driven by the desire to elevate experiences for businesses and their customers globally,” said Amsal Kapetanović, Country Manager KSA. “The launch of our data centre in KSA marks a significant milestone in our journey towards democratising global communications and digital interactions, enabling businesses to transform their customer relationships and increase loyalty.”

Ante Pamuković, President of International Revenue at Infobip, said: “Our investment in the Data Centre underscores our dedication to the KSA market and our commitment to prioritising data security.

KSA businesses now have access to our extensive portfolio of customer-engaging channels and solutions, empowering them to elevate their digital interactions and drive business growth“.

Infobip offers a range of services in KSA, including SaaS (Software as a Service), CCaaS (Contact Centre as a Service), CPaaS (Communication Platform as a Service), and Voice solutions.

Infobip’s latest messaging trends report indicates a 40% increase in interactions over the WhatsApp Business Platform in KSA, underscoring its position as the preferred channel among customers. Moreover, Infobip has witnessed a 50% growth in interactions within the retail and e-commerce industry and 30% increase in interactions within the finance industry in KSA.

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The research also shows that the telecommunication sector saw the highest growth in the adoption of conversational channels (89%), followed by the media and entertainment sector (53%), and the finance sector (52%).

Ivan Ostojić, Chief Business Officer at Infobip, said: “Our data shows how conversational experiences are rapidly spreading across the Middle East and the world as businesses roll out marketing, sales, and support use cases. Where 2022 revealed a spike in omnichannel adoption when brands recognized the importance of connecting with their customers on their preferred channel, 2023 shows how brands are perfecting the end-to-end customer journey. Customers can now seamlessly progress through a journey within a single conversational thread on a chat app. With the emergence of interactive AI, we expect brands to incorporate a federation of different chatbots and AI algorithms working together to trigger actions at the ideal points during the customer journey. In the next year, we foresee the widespread adoption in customer service, marketing and sale automation, and for operational use cases like scheduling deliveries and managing payments.”

Global insights

Conversational Support: Conversational support is gaining traction as businesses strive to deliver effective and efficient customer experiences. WhatsApp remains a preferred channel for conversational support, with 90% of support messages being sent over the chat app. However, there is a growing trend towards diversification of channel mix, particularly in specific regions. Infobip has witnessed a significant increase of 541%, 146%, and 284% in Messenger, Viber, and Line usage, respectively, indicating a shift towards leveraging various chat apps for customer support.

Conversational Marketing: Conversational marketing is becoming increasingly prevalent as brands seek to engage customers on the channels they use most frequently. There has been a notable 29% increase in mobile app messaging for marketing in 2023 compared to the previous year. WhatsApp remains the top digital channel for conversational marketing, driven by new features that enable seamless purchase journeys within a single chat window. Infobip has also observed significant increases in messaging apps such as Telegram, Line, Viber, and Messenger, reflecting the diverse messaging landscape. Additionally, RCS Business Messaging is emerging as a promising channel for conversational marketing.

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“We are excited to partner with Infobip to enable payments through META channels,” said Heba El Awady, CBO of Fawry. “This partnership will help us to continue to deliver innovative payment solutions to our customers, while also expanding our reach in the market.”

Fawry has been at the forefront of driving digital transformation in Egypt’s payments landscape, offering a range of innovative payment solutions to meet the evolving needs of its customers. This partnership with Infobip will enable Fawry to further enhance its capabilities and provide a more comprehensive payment experience to its customers.

“We are thrilled to partner with Fawry to enable payments through our different communication channels,” said Amsal Kapetenovic, Sales Director of Infobip Middle East and Africa. “This partnership is a testament to our commitment to providing innovative solutions that help businesses and partners overcome the complexity of customer communications to grow business and increase loyalty.”

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Numerous studies show that customers would rather message a business than call and many expect business messaging to become even more popular in future. Responding to its clients’ needs, HubSpot wanted to offer the best omnichannel experience. Now HubSpot’s clients can access Infobip’s market-leading omnichannel communications platform, as ranked by tech analyst Omdia.

By syncing Infobip’s WhatsApp and SMS channels with HubSpot, businesses can send automated messages and updates to deliver faster and more efficient communication. Businesses can accelerate sales by automating the sharing of payment links and generate automated support messages to deliver faster customer support. They can also offer enhanced security by providing verification and authentication codes to customers during login via fast and secure WhatsApp or SMS.

The integration is part of Infobip’s strategy to help Software-as-a-Service (SaaS) providers access a market-leading Communication Platform-as-a-Service (CPaaS), supporting businesses as they reinvent how they communicate with customers.

Scott Brinker, VP of Platform Ecosystem at HubSpot, said: “Our clients want to be able to interact with their customers on the right channel at the right time. With the Infobip integration, our customers now have access to market-leading customer communications over WhatsApp and SMS, helping them to enhance engagement, increase loyalty and ultimately drive sales.”

Veselin Vukovic, VP of Strategic Partnerships at Infobip, said: “More and more customers want to message a business than make a call. Businesses need to be where their customers are, which is why we’ve built an integration with HubSpot to offer its customers access to our best-in-class communications platform that provides a comprehensive range of capabilities and features. Our integration with HubSpot demonstrates our commitment to building connected customer experiences.”

HubSpot App Partners are independent software vendors who have built an integration with HubSpot and been accepted to the App Marketplace. HubSpot’s App Partner Program is an ecosystem of valuable third-party integrations. App Partners comply with a set of requirements.

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In line with Infobip’s ongoing efforts to support and promote women in tech, Yara Milbes, Global Director of Regional Marketing, Infobip expressed that these initiatives not only support women’s entry into the field of technology, but also inspires them to launch their own businesses and advance to leadership roles.

MIlbes added, “I am personally looking forward to taking part in “Today’s Entrepreneurs, Tomorrow’s Leaders” panel discussion; with a unique set of challenges ranging from financial to operational, more companies need to step up to support the region’s ever-expanding start-up community.”

Through this sponsorship, Infobip aims to continue to bolster entrepreneurs’ efforts through its Start-Up Tribe Program – A global initiative supporting startups’ growth through a range of tools including credit to use its products for free, direct access to its advisory board, and much more.

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