Infobip launches MVNO offering in Europe

Cloud communications company Infobip has made its full range of CPaaS solutions available for Mobile Virtual Network Operators (MVNOs) with Next Mobile in Poland already using its platform to communicate with customers 24/7 and reduce operational costs.

Many operators are facing an increase in online customer queries due to reduced in-person operations driven by the pandemic. To manage this influx, Infobip is offering MVNOs a range of automation features through its cloud contact center solution Conversations and chatbot building platform Answers.

Operators can use automation to answer more simple enquiries via LiveChat, WhatsApp or Facebook Messenger, for example payment requests, account balances and tariff changes. Then for those customer care issues where a more complex response is needed, Infobip’s solutions offer a seamless transfer from bot to agent.

Its customer engagement hub, Moments, is also available for MVNOs to use a self-service interface for sending timely, personalised promotions across the largest range of programmable channels including SMS, voice, RCS, email and chat apps. It can also help streamline the online registration process for new customers.

MVNOs have excelled at differentiating from the MNO market – offering competitive prices and having the agility and flexibility to address the specific needs of niche markets. But customer service expectations are rising, and price alone is no longer enough to stand out. Now, MVNOs must focus on delivering a competitive CX, as well as being affordable.

Mijo Soldin, Director of Operator Strategy and Partnerships, Infobip