BT and Infobip have announced the global expansion of their strategic partnership to deliver AI-powered, advanced communication services to multinational businesses worldwide. This development marks a significant milestone in their collaboration, building upon a successful partnership launched in the UK in 2022. Together, BT’s Global Voice and inbound contact capabilities will merge with Infobip’s leading cloud communications platform to revolutionize enterprise connectivity, empowering businesses to enhance customer engagement across multiple channels seamlessly.
The partnership will harness the power of artificial intelligence to transform customer experience (CX) and engagement through smart, conversational solutions. By integrating BT’s trusted communication infrastructure with Infobip’s innovative messaging technology, enterprises can now access a unified communications system that is intelligent, secure, and scalable. As Colm Sunderland, Sales Director at BT International, noted, global enterprises increasingly seek interactive, intelligent solutions to improve customer engagement, and this partnership will enable them to achieve exactly that—delivering a powerful and efficient Intelligent CX Engagement framework.
A key highlight of this collaboration lies in the infusion of advanced conversational AI technologies that allow enterprises to provide natural, human-like interactions at scale. These capabilities simplify the creation of intelligent customer journeys, reducing the need for complex coding. The integration will allow enterprises to deliver personalized, real-time experiences across voice, SMS, WhatsApp, and RCS, improving operational efficiency and elevating customer satisfaction.
As part of the agreement, Infobip will become an authorized reseller of BT’s International Contact Global (ICG) services, while BT will expand its portfolio to offer Infobip’s messaging services to its customers. This synergy enables enterprises to unify their contact centers within a single virtual network, giving them access to integrated voice and messaging services on a global scale. Organizations will now be able to manage inbound calls across more than 180 countries and obtain phone numbers in over 130 countries, ensuring reliable, borderless communication.
Matija Ražem, Chief Commercial Telecom Officer at Infobip, emphasized that BT’s global influence in the telecommunications sector makes it an ideal partner for delivering world-class communication solutions. By combining Infobip’s AI-powered platform with BT’s extensive global reach, this partnership is poised to create a market-leading unified communications ecosystem. The collaboration sets a new benchmark in global enterprise communications, empowering businesses to achieve greater efficiency, reach, and customer engagement.
