{"id":74425,"date":"2025-10-03T13:00:57","date_gmt":"2025-10-03T12:00:57","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74425"},"modified":"2025-10-19T09:59:31","modified_gmt":"2025-10-19T08:59:31","slug":"bt-and-infobip-aim-to-unify-the-contact-center-space","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/bt-and-infobip-aim-to-unify-the-contact-center-space\/","title":{"rendered":"BT and Infobip Aim to Unify the Contact Center Space"},"content":{"rendered":"

BT and Infobip are expanding their partnership to help enterprises unify their contact centers. <\/span>\u00a0<\/span><\/p>\n

The two companies confirmed their ongoing partnership in an official release,<\/span>\u00a0offering advanced, AI-powered communication services to multinational businesses worldwide.<\/span>\u00a0<\/span><\/p>\n

The current partnership will combine BT\u2019s Global voice and inbound contact capabilities with Infobip\u2019s market-leading cloud communications platform.<\/span>\u00a0<\/span><\/p>\n

The collaboration intends to drive innovation in global connectivity and provide its enterprises with secure, seamless, and scalable customer engagement across multiple channels.<\/span>\u00a0<\/span><\/p>\n

Colm Sunderland, Sales Director at BT International<\/span><\/b>, discussed the growing market demand for higher-level communication systems, claiming that \u201ce<\/span>nterprises around the world are looking to level-up their communications and engagement systems, requiring smart, interactive services to best serve their customers. <\/span>\u00a0<\/span><\/p>\n

BT International\u2019s leading voice communication capabilities combined with Infobip\u2019s platform will deliver a comprehensive set of services to power our customers\u2019 Intelligent CX Engagement.<\/span><\/p><\/blockquote>\n

Matija Ra\u017eem, Chief Commercial Telecom Officer at Infobip<\/span><\/b>, also emphasized the value this latest collaboration will bring to the market.<\/span><\/p>\n

\u201cBT is a giant in the telecoms sector and a natural partner for Infobip,” he said.<\/span><\/p>\n

\u201cPowered 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\u2019 global reach.”<\/span><\/p>\n

The expanding partnership will enable enterprises to unify their customer contact centers into a single virtual network.<\/span>\u00a0<\/span><\/p>\n

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.<\/span>\u00a0<\/span><\/p>\n

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.<\/span>\u00a0<\/span><\/p>\n

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.<\/span>\u00a0<\/span><\/p>\n

As part of the partnership contract, Infobip will be appointed as an authorized leader of BT\u2019s ICG services, whilst BT will offer its customers Infobip\u2019s messaging services.<\/span>\u00a0<\/span><\/p>\n

Customers will also now be able to access phone numbers in more than 130 countries and manage inbound calls in 180 countries.<\/span>\u00a0<\/span><\/p>\n

The extended partnership follows from their successful initial collaboration in 2022, which focused on enhancing customer experiences for businesses in the UK.<\/span>\u00a0<\/span><\/p>\n

The original collaboration between BT and Infobip was intended to provide these customers with the ability to scale, design, and orchestrate personalized customer experiences.<\/span>\u00a0<\/span><\/p>\n

These customers had typically included those in industries such as banking and finance, logistics, and the public sector.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

BT and Infobip are expanding their partnership to help enterprises unify their contact centers. \u00a0 The two companies confirmed their ongoing partnership in an official release,\u00a0offering advanced, AI-powered communication services to multinational businesses worldwide.\u00a0 The current partnership will combine BT\u2019s Global voice and inbound contact capabilities with Infobip\u2019s market-leading cloud communications platform.\u00a0 The collaboration intends […]<\/p>\n","protected":false},"author":11151,"featured_media":74438,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-74425","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-ccaas","brands_to_track-bt-global-services","brands_to_track-infobip","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"\nBT and Infobip Aim to Unify the Contact Center Space - 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