Instagram Messenger Added to Infobip’s CPaaS Offering

Live agents can now use it to manage communications with customers  

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Instagram Messenger Added to Infobip's CPaaS Offering 
Contact CentreInsights

Published: June 29, 2021

Carly Read

Infobip has added Instagram Messenger to the company’s portfolio of channels available through its global CPaaS offering. 

Customer support agents within consumer facing businesses will now benefit from a unified and simple workspace where they will be able to manage communication over Instagram through Infobip’s contact-center-as-a-solution service, “Conversations,” resulting in the need for fewer calls to a contact center and a more seamless, improved customer experience. 

With this new capability, Infobip’s clients are now able to handle messaging at scale on Instagram, connect to new customers and strengthen relationships with existing ones. 

Charist Montenegro, country manager of Infobip Philippines, said: “Response time is key to unlocking meaningful connections, especially with Filipinos who are very active on social media.

“By expanding Infobip’s business messaging platform to include Instagram, Philippine companies are now presented with a complete array of cloud communication solutions to provide real-time customer service support.” 

The social media platform also holds the ability to deliver visual messages to many recipients quickly and conveniently and has proven excellent for sharing these visual cues with consumers all over the world. This capacity has helped businesses online and off to form deeper connections with their customers. 

Konstantinos Papamiltiadis, vice president of Platform Partnerships at Messenger, added: “We are delighted that Infobip is launching Instagram Messenger in their contact centre solution. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers. 

“By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.” 

Since its launch in 2010, Instagram has seen a meteoric rise to one billion active users, making it one of the top six social networks worldwide.  

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