World Connected

Today’s agenda

COMPANY
OVERVIEW

CONVERSATION ANSWERS MOMENTS

Global presence. Local reach.

60+
offices
worldwide

2000+
great
employees

600+
direct-to-carrier
connections

10+
direct-to-OTT
connections

35+
datacentres
WHO ARE WE?
WE SECURE YOUR DB & TRANSACTION ON GLOBAL BASE

ISO 9001/27001 DATA PROTECTION PCI DSS LEVEL 1

 System
Integrations
Available
SECURE YOUR DATABASE / CONNECTION
All channels. One platform.
SMS Voice
Reach more customers with faster, more Reach more customers worldwide with crystal-
reliable messaging. clear voice communications.

Email Mobile App Messaging

Manage and create e-mails with a single, Stay connected with every user and keep them
integrated platform. active over the long term.

Chat Apps RCS

Connect with your customers globally on Engage via rich, branded, conversational
their favorite chat apps. RCS messaging.

Video Live chat

Provide personalized and effective support Turn your website and app visitors into
using video. satisfied users.

Unifying historically fragmented digital channels for superb customer journeys and
brand engagement.
 What is Infobip Conversations?
• The Digital, Scalable, Omnichannel Cloud Contact
Center Solution
• Omnichannel support for your customers and a single
interface for your agents more productivity on their
preferred channel
Cross-channel support for customers, on a single interface for
agents

SMS

RCS

Live Chat

Viber

WhatsApp

Facebook Messanger

LINE

Voice

A customer sends an enquiry An agent responds, using

over their preferred channel contextual interactions
Conversations Functionalities

OMNICHANNEL AGENTS WORKFLOW ANALYTICS

SUPPORT PRODUCTIVITY MANAGEMENT

Omnichannel Unified workspace Analytics and

Chatbot reporting
conversations for conversational
management messaging

Context cards IVR

Biometry and integrations

Sentiment Automated
analysis routing
Key benefits for you

Get to know your customer

Customer-base growth deeply through historical and
real-time dashboards report

Increased customer service Get actionable insights across

operational efficiency by Monitor channels
and optimize agent performance

Reduced customer service Increased customer retention/

costs loyalty/ satisfaction
Use cases of Conversation

Line in busy

Automation message From call to chat, if line is in busy

via Chat-apps
Use cases of Conversation

Automation Live Chat IVR call direct to incharge team WebRTC – video call. Auido call
through Website/ Application through functional button through application of client
Introducing Answers
Infobip’s chatbot building platform
Answers - Infobip’s chatbot building Platform

• Simple, rule-based chatbots

OR

• AI chatbots are powered by Machine Learning by

keyword, a subset of Artificial Intelligence (AI) which are
able to recognize the intent of the end-user and make
conversational experience
Product Features

NLP Powered by Omnichannel using &

Drag and drop, Seamless agent
in-house AI Engine automatic exchange
code free interface takeover
directly to live agent if
bot cannot solve issue.

Global language Chatbots analytics Secure authentication

availability
Key benefits for you

Lower costs Always-on support

• Chatbots can decrease the • Your chatbots can provide support
workload of human agents up to and assistance 24/7, 365
30%, decreasing both:
• Not limited by the working hours,
• Labor costs (payrolls)
like
• Operating costs (phone numbers, live agents
office rent...)

Improved customer experience Scalability

• Chatbots lead to faster • Chatbots can help you scale
response times and first touch your business – with handling
resolution, no matter if your thousands of conversations
agents are busy or offline, simultaneously, all at the same
keeping your customers happy quality standard
Infobip Moments
Customer engagement automation platform
• Communication automation
• Segmentation and analytics
• Omnichannel experience
Personalize, orchestrate and analyze.
All with one customer engagement platform.

Unify all customer data in one platform to deliver

personalized messages that convert and build strong
customer relationships.

Use smart automation, behavior-based interactions and

multiple channels to engage your customers, boost
loyalty and growth through the entire customer journey.
Moments: How it works
Three pillars of Moments – target, orchestrate & analyze!

TARGET ORCHESTRATE ANALYZE

Unified Customer Profiles Multichannel Automation and Realtime and Historical Data
Orchestration Messaging Engine
• Contact information • One-time messages blast • Real-time dashboards
• Customer data • Auto-triggered messages • Customized reports
• Behavior data and events • Multi-step conditional flows • Communication efficiency
• Tags & segments • A/B testing • Scheduling
• Lists • Multi-channel communication • Channel efficiency
• Blacklist • Recurring scheduled
communications
Key benefits for you:
Data-driven personalization
• Target specific audiences based on behaviors record to segment
in micro target for better results.
• Create more relevant content to your audience for more
conversions
• Personalized messaging tells your customers that you care.

Event-triggered automation
• Take care of customer's events and lead them further on the
journey they already started – don't interrupt, participate and
follow.
• No need to spend time on repeating tasks.
• Design the perfect messaging campaign for every stage of the
buying cycle

Omnichannel communication
• Open rates and conversions improve when you expand to new
channels
Use cases of Moment

Email Notification Chat app Notification App Push Notification

ZALO ZNS SERVICE
 WHAT IS ZNS

BRANDS INFOBIP ZALO EU

• ZNS – Zalo message

service or Zalo business API
message
• ZNS helps brands to
have 1-1 engagement
with Zalo end-user
through Zalo Official
Account
• ZNS now is one of
channel on Infobip Web App

platform to deliver Zalo

messages to end-user
 USE ZNS

NOTIFICATIONS REMINDERS CUSTOMER CARE

Send personalized Keep updated with Strong customer

timely notifications timely reminders relationship with
Send plain text alerts reminders
timely customer
Deliver direct notifications and
reminders and provide useful such as event reminders, care messages
information in a timely manner. appointment reminder
loyalty points reminder Care about important day of your
customer,

... across the whole customer journey.

FAILOVER TO SMS
DISTINGUISH ZALO OFFICIAL ACCOUNT TYPES
Invoices/Account status
 THANK YOU &
GROWTH TOGETHER