Prime Highlights
- Infobip releases WhatsApp Business Calling globally to enable businesses to initiate live voice calls on WhatsApp.
- The feature enhances customer interaction by frictionless chat-to-call experiences coupled with branded call verification.
Key Fact
- Part of Infobip’s Conversations platform, the feature provides seamless conversation between channels.
- Branded calling shows company name, logo, and verified badge to increase more customers’ trust combined with reducing fraud.
Key Background
Infobip, a cloud communications and omnichannel customer engagement platform worldwide, has strengthened its platform once again with the global launch of WhatsApp Business Calling. The latest update enables businesses to make and receive voice calls on WhatsApp on their verified official business accounts, which is simpler, secure, and hassle-free while interacting with consumers.
With over two billion WhatsApp users globally, Infobip’s move lets consumers interact with businesses using customer care and sales dialogue on a known interface. Customers may start a call in the middle of a conversation in a chat or from deep links on a business app or website, eliminating complexity and friction from the experience. The feature is extremely useful for retail, banking, travel, and e-commerce companies where live chat is usually the norm.
WhatsApp Business Calling natively integrates into Infobip’s Conversations cloud contact center so that customer support representatives can easily switch from voice to chat without the conversation context being disrupted. Such seamless continuity equates to faster resolution of issues and improved customer satisfaction. Integration also enables ongoing monitoring of performance with reporting and billing features natively included so companies are better able to manage customer interactions.
The second variation in the release is the branded calling feature. When a voice call is made by any company using WhatsApp, users also get to see the name of the company, the logo, and the verified tick on their mobile phone screen. This also enhances the response rate percentage and assists in preventing fraud, which is progressively becoming a threat in the digital communications sector. The upcoming launch of Branded Calling ID (BCID) later in the year will further enhance this feature, again solidifying Infobip’s commitment towards secure, reliable communication.
This global roll-out is a testament to Infobip’s vision to consolidate digital communication and enhance customer experience by incorporating voice and messaging under one, secure roof.
