BT and Infobip have expanded their partnership globally to deliver AI-powered advanced communication services to multinational enterprises, building on their successful UK collaboration initiated in 2022. This alliance merges BT's robust global voice and inbound contact capabilities with Infobip's cloud communications platform, enabling seamless, secure, and scalable customer engagement across multiple channels while leveraging conversational AI for intelligent, human-like interactions.
The expanded partnership evolves the original 2022 UK agreement by integrating BT's International Contact Global (ICG) suite, which includes international toll-free numbers and inbound voice services, with Infobip's messaging solutions encompassing RCS, WhatsApp, and SMS. This synergy allows Infobip to resell BT's ICG services, while BT offers Infobip's messaging to its customers, creating a comprehensive ecosystem for unified communications. Enterprises gain access to phone numbers in more than 130 countries and inbound call management in over 180 countries, fostering richer digital interactions and streamlined customer engagement on an international level.
At the core of this expansion is the incorporation of advanced conversational AI, which empowers businesses to craft intelligent customer journeys using simple prompts, eliminating the need for complex coding. This approach supports human-like interactions at scale, unifying contact centers into a single virtual network that enhances connectivity and personalization. Colm Sunderland, Sales Director BT International, said: “Enterprises around the world are looking to level-up their communications and engagement systems, requiring smart, interactive services to best serve their customers. BT International’s leading voice communication capabilities combined with Infobip’s platform will deliver a comprehensive set of services to power our customers’ Intelligent CX Engagement.”
Matija Ražem, Chief Commercial Telecom Officer at Infobip, commented: “BT is a giant in the telecoms sector and a natural partner for Infobip. Powered 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’ global reach.” This collaboration positions both companies to lead in AI-powered communications, enabling organizations to overcome traditional barriers in consumer engagement and achieve greater loyalty through omnichannel solutions.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.
BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services.
BT Group consists of three customer-facing units: Consumer serves individuals and families in the UK; Business covers companies and public services; Openreach is an independently governed, wholly owned subsidiary wholesaling fixed access infrastructure services to its customers - over 700 communications providers across the UK.
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