Nominated
EXCELLENCE AWARD: MESSAGING
Infobip is arguably the world’s largest messaging provider, with the largest number of telco connections for SMS and RCS messaging, as well as a CPaaS provider with all the major OTT channels available – WhatsApp, Viber, Facebook Messenger, Apple Business Messages, Line, Kakao, Telegram etc. With its global coverage and local presence in countries on all continents, Infobip is a trusted messaging partner for hundreds of enterprises, ranging from global digital platforms and large banks, to fintech and e-ecommerce providers, as well as startups and SMBs. Infobip strives to give all its clients bespoke service in crafting their business communications over its platform, its online tools and APIs, and this in turn drives innovation in developing new use cases and improving existing services to the benefit of all participants in the mobile ecosystem, from telcos and enterprises, to the most important part – mobile users.
Infobip continues to record significant growth in messaging interactions over its platform, recording a 29% growth in SMS in 2022 compared to 2021, and 73% growth for WhatsApp, to mention just the two channels generating the most traffic and growth. In South Africa in particular, WhatsApp has recorded a growth of 23% and Viber of 245% in platform interactions, indicating the growth of these channels above the global observed trend. In particular, in 2022 Infobip has continued to make significant progress in RCS, a channel that is yet to realise its full potential, but nevertheless showing great promise. In 2022, Infobip has seen a 62% increase in RCS interactions. While this pales in comparison to 2021 4-digit growth figures, it also shows RCS is coming into its own and is starting to mature significantly. An interesting figure is 1062% increase in RCS interactions within the telco industry. This figure is the result of Infobip’s evangelisation of RCS towards telcos, and its adoption as a support and customer service channels for telco subscribers, a part of Infobip’s approach to telcos as an enabler of business communications. In other verticals, Infobip has seen a 40% increase in RCS interactions in banking and finance, illustrating the appetite for conversational solutions in this very lucrative segment. As far as new markets go, there was one significant addition to the coverage list in 2022 – Nigeria. As Africa’s biggest mobile market, it is expected to drive aggregate RCS figures in 2023. Illustrating the success of RCS in banking and finance is the life insurance arm of France’s largest insurance group Covea, who used RCS as part of an omnichannel campaign to promote its products. Out of 15,000 customers targeted, 20% were reached via RCS, with SMS and email overflow, and the result was a vastly superior conversion rate compared to a previous email-only campaign. 11% conversion rate with only one unsubscribe request was hailed by the client as a resounding success.