<p>Use Infobip Voice to support your Freshcaller activities worldwide. Reach your customers over Voice directly from your Freshworks voice service for contact centre solution.</p><h2>Add Voice to Freshworks Freshcaller</h2><ul dir="" ><li><strong>Click-to-call. </strong>Embed voice capabilities into your Freshchat. Make it easy for users to reach a friendly voice, with no calling charges.</li><li><strong>Coverage of the markets where your customers are present.</strong> Get global coverage in more than 60 countries with direct connections, enabling high-quality service and seamless conversations.</li><li><strong>Quick time to market. </strong>Adding Infobip as your BYOC provider is easy on top of the existing Freshchat service. Also, as we have a local presence in more than 60 countries around the world, we ensure a quick number setup no matter the type.</li><li><strong>Compliance with regional regulations.</strong> Besides understanding the local requirements when it comes to voice traffic and registration, we also have local data centers in more than 40 locations.</li><li><strong>SIP trunking. </strong>High-definition voice-first experiences. No lag, no jitter, no echo, no static. Reach customers around the globe, with high-quality next-generation voice experiences.</li></ul><h2>Elevate your contact center experience by giving customers the option to get support over Voice</h2><ul dir="" ><li><strong>Customer support. </strong>Provide world-class support to your customers and ensure their satisfaction.</li><li><strong>Customer engagement.</strong> Engage the Customer with the relevant content and increase their lifetime value.</li></ul><h1>How it works?<br></h1><h2>Set up Voice easley<br></h2><p>Log in to your Infobip account. If you do not have an Infobip account, you can <a href="https://www.infobip.com/signup?signup_source=InfobipFreshdesk">create one here</a>.</p><h2>Add Voice to Freshcaller</h2><p>Enable Infobip Voice in Freshcaller by setting up Bring Your Own Carrier (BYOC) connection. Learn how you can <a href="https://support.freshcaller.com/en/support/solutions/articles/239902-how-to-configure-byoc-">configure BYOC for Freshcaller</a>. </p><p></p><p>Dynamics 365 Customer Insights – Journeys (formerly MS Dynamics 365 Marketing) now empowers all business users, not just marketers. Using AI and natural language input, they can create trigger-based customer journeys across various touchpoints, fostering relationships from prospects to sales and support. Communicate with your customers over SMS powered by Infobip.  </p><h2>Reach clients at every touchpoint of the customer journeys via SMS<br></h2><p ></p><ul dir="" ><li><strong>Send SMS messages from Microsoft Customer Insights – Journeys. </strong>Reach your customers worldwide with high SMS delivery rates due to 700+ direct operator connections.</li><li><strong>Personalize messages. </strong>Insert customer data, such as "Customer first name" or "Customer last name", into your content templates with a simple click.</li><li><strong>SMS templates. </strong>Customize and personalize notification messages sent to customers.</li><li><strong>Receive inbound messages </strong>and orchestrate customer journeys based on message keywords.</li><li><strong>Real-time reporting and analytics.</strong> Track messages and create actions based on delivery reports.</li><li><strong>Failover. </strong>Failover is enabled and used to switch over to SMS in cases where a primary communication channel fails to deliver a message. Use the Infobip fallback option to ensure your messages always reach your customers. <br></li></ul><h2>Power your personalized customer experiences via SMS<br></h2><ul dir="" ><li><strong>Enable real-time customer engagement.</strong> Through trigger-based customer journeys, organizations can initiate customer journeys in real time, select the most suitable channel for each individual, and respond to customer actions at crucial moments.</li><li><strong>Win customers and earn loyalty faster.</strong> Real-time customer journeys are truly an end-to-end experience.</li><li><strong>Retention. </strong>Increase retention by building one-on-one relationships with customers via cross-channel support.</li><li><strong>Personalize customer experiences with AI.</strong> Leverage AI-powered recommendations for content, channels, and analytics to drive relevant actions.<br></li></ul><h2>Boost marketing campaigns with Infobip SMS for Microsoft Dynamics 365 Customer Insights – Journeys</h2><ul dir="" ><li><strong>Onboarding.</strong> Simplify the sign-up and onboarding process.</li><li><strong>Lead generation. </strong>Generate and nurture leads with triggered messages sent on the right channel at the right time, omnichannel campaigns.</li><li><strong>Operational efficiency.</strong> A single interface lets you communicate effectively over multiple channels.</li></ul><h1>How it works?</h1><h2>Open your Infobip account</h2><p>Log in to your Infobip account with available SMS channel. If you don’t have an Infobip account, you can open one <a href="https://www.infobip.com/signup?signup_source=MicrosoftDynamics365CustomerInsightsJourneys" title="here">here</a>.</p><h2>Enable SMS in Microsoft Dynamics 365 Customer Insights – Journeys</h2><p>Connect your Infobip account to Microsoft Dynamics 365 Customer Insights – Journeys. Find out more <a href="https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-text-messaging-setup#sign-up-for-and-configure-an-infobip-account">here</a>.<br> <br>For more information on how to set up this integration, visit our <a href="https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-text-messaging-setup#sign-up-for-and-configure-an-infobip-account" title="documentation">documentation</a>.</p><p>Dynamics 365 Customer Insights – Journeys (formerly MS Dynamics 365 Marketing) now empowers all business users, not just marketers. Using AI and natural language input, they can create trigger-based customer journeys across various touchpoints, fostering relationships from prospects to sales and support. Communicate with your customers over their preferred channels: Viber and WhatsApp powered by Infobip.  </p><h2>Reach clients at every touchpoint of the customer journeys via Viber and WhatsApp</h2><ul dir="" ><li><strong>Send WhatsApp and Viber messages from Microsoft Customer Insights – Journeys. </strong>Deliver rich media WhatsApp and Viber messages.</li><li><strong>Personalize messages.</strong> Insert customer data, such as "Customer first name" or "Customer last name", into your content templates with a simple click.</li><li><strong>WhatsApp and Viber rich message templates. </strong>Templates are used to ensure messages are personalized and unified. They can be enriched with numerous media options to ensure they stand out like images, videos, and URLs.</li><li><strong>Receive inbound messages </strong>and orchestrate customer journeys<strong> </strong>based on message keywords.<br></li><li><b>Multiple senders enabled</b>. Specify different sender numbers for each template and journey message.</li><li><b>URL shortening and tracking</b> for links in WhatsApp and Viber messages directly within the Infobip platform, with reports pushed to Dynamics 365 Customer Insights.</li><li><strong>Real-time reporting and analytics. </strong>Track messages and create actions based on delivery reports.</li><li><b>Failover.</b> Switch over to SMS in cases where a primary communication channel fails to deliver a message.</li></ul><p></p><h2>Power your personalized customer experiences via WhatsApp and Viber<br></h2><ul dir="" ><li><strong>Enable real-time customer engagement.</strong> Through trigger-based customer journeys, organizations can initiate customer journeys in real time, select the most suitable channel for each individual, and respond to customer actions at crucial moments.</li><li><strong>Win customers and earn loyalty faster.</strong> Real-time customer journeys are truly an end-to-end experience.</li><li><strong>Retention.</strong> Increase retention by building one-on-one relationships with customers via cross-channel support.</li><li><strong>Personalize customer experiences with AI.</strong> Leverage AI-powered recommendations for content, channels, and analytics to drive relevant actions. <br></li></ul><h2>Boost marketing campaigns with Infobip WhatsApp and Viber for Microsoft Dynamics 365 Customer Insights – Journeys<br></h2><ul dir="" ><li><strong>Onboarding. </strong>Simplify the sign-up and onboarding process.</li><li><strong>Lead generation.</strong> Generate and nurture leads with triggered messages sent on the right channel at the right time, omnichannel campaigns.</li><li><strong>Operational efficiency.</strong> A single interface lets you communicate effectively over multiple channels.</li></ul><h1>How it works?<br></h1><h2>Open your Infobip account</h2><p>Log in to your Infobip account with available WhatsApp and/or Viber channels. If you don’t have an Infobip account, you can open one <a href="https://www.infobip.com/signup?signup_source=MicrosoftDynamics365CustomerInsightsJourneys" title="here">here</a>.</p><h2>Add WhatsApp and Viber in Microsoft Dynamics 365 Customer Insights – Journeys</h2><p>Visit Microsoft AppSource Marketplace and install the integration with Infobip WhatsApp and Viber. Activate integration <a href="https://appsource.microsoft.com/en-us/product/dynamics-365/infobipdoo.infobip_dynamics_insights?tab=Overview" title="here">here</a>.<br><br>For more information on how to set up this integration, visit our <a href="https://www.infobip.com/docs/integrations/microsoft-dynamics-365-customer-insights-messaging">documentation</a>.<br></p><p>Connect with your customers and provide an always-on experience with MS Bot Framework over SMS.</p><h2>Add SMS to your portfolio and improve customer service</h2><ul dir="" ><li><strong>Connect Infobip SMS to Microsoft Bot Framework. </strong>Reach your customers worldwide with high SMS delivery rates due to 700+ direct operator connections.</li><li><strong>Real time reporting and analytics. </strong>View Delivery and Rejected reports with customizable views within the extension.</li><li><strong>Verification. </strong>Check incoming Infobip requests.</li><li><strong>Callback data.</strong> Add data in every message and that data will be returned to the chatbot in the message delivery report.</li><li><strong>Full incoming request from Infobip</strong> is added to the incoming activity as ChannelData.</li></ul><h2>Compose a bot over Microsoft Bot Framework and use Infobip Viber<br></h2><ul dir="" ><li><strong>Customer support.</strong> Provide world-class support to your customers and ensure their satisfaction.</li><li><strong>Feedback/Surveys. </strong>Ask customers for feedback or send polls or surveys to gather more information.</li><li><strong>2-way communication.</strong> Customers can raise requests and send feedback via SMS.</li><li><strong>Ensure Security.</strong> Provide verification and authentication codes to customers during login via fast and secure SMS messages.</li></ul><p>Connect with your customers and provide an always-on experience with MS Bot Framework over Viber.</p><h2>Add Viber to your portfolio and improve customer service</h2><ul dir="" ><li><strong>Send Viber messages directly from Microsoft Bot Framework.</strong> Reach your customers worldwide with rich content.</li><li><strong>Rich media.</strong> To enrich the communication, and keep customers engaged, different kinds of rich media can be used: images, videos, files, location sharing, contacts, web links, audio files, buttons, product messages, list messages, and stickers.</li><li><strong>Real time reporting and analytics.</strong> View Delivery and Rejected reports with customizable views within the extension.</li><li><strong>Verification.</strong> Check incoming Infobip requests.</li><li><strong>Callback data.</strong> Add data in every message and that data will be returned to the chatbot in the message delivery report.</li><li><strong>Full incoming request from Infobip is added</strong> to the incoming activity as ChannelData.</li><li><strong>Infobip adapter functionalities for Viber.</strong></li></ul><h2>Compose a bot over Microsoft Bot Framework and use Infobip Viber</h2><ul dir="" ><li><strong>Customer support.</strong> Provide world-class support to your customers and ensure their satisfaction.</li><li><strong>Feedback/Surveys.</strong> Ask customers for feedback or send polls or surveys to gather more information.</li><li><strong>2-way communication.</strong> Customers can raise requests and send feedback via Viber.<br></li></ul>Utilize Answers capabilities, Infobip chatbot building platform to send promotional or transactional messages directly from the Responsys campaign management platform. By integrating Infobip WhatsApp, Viber, and RCS you can create personalized messages based on individual customers' and prospects' interests and preferences. <br><h2>Add WhatsApp and Viber with chatbot to be able to create a conversational experience </h2><p ></p><ul dir="" ><li><strong>Send WhatsApp, Viber, RCS messages directly</strong> from Oracle Responsys reaching customers worldwide.</li><li><strong>Define message content</strong> directly from action available in the Oracle Responsys Program.</li><li><strong>WhatsApp and Viber rich media. </strong>To enrich communication, and keep customers engaged, different kinds of rich media can be used: text, images, and web links.</li><li><strong>Personalize messages.</strong> Insert customer data, such as "Customer first name" or "Customer last name", into your content templates with a simple click.</li><li><strong>End-to-end encryption.</strong> Ensure all conversations are secure and compliant.</li><li><strong>Global coverage. </strong>You don't have to think about the location of your customer or local regulations, we have you covered so you can scale easily.</li><li><strong>Real-time reporting and analytics. </strong>Collect the last WhatsApp and Viber message status if the message was sent, delivered, or seen.</li><li><strong>URL shortening and tracking.</strong> URL shortening and custom URL shorten domains are available for links in WhatsApp and Viber messages. <br></li><li><strong>Create a failover scenario based on WhatsApp and Viber message status.</strong> Use the Infobip fallback option to ensure your messages always reach your customers. Combine WhatsApp or Viber with SMS through a single platform.</li><li><strong>WhatsApp and Viber rich media. </strong>To enrich communication, and keep customers engaged, different kinds of rich media can be shared over both WhatsApp and Viber: text, images, video and web links. On top of that we can also share documents via Viber. <br></li><li><strong>Add WhatsApp and Viber callback data parameters. </strong>The new "Callback data" section on the bottom of the message allows the selection of one or more parameters that will be included in the message callback, such as campaign ID, date, or product promoted.</li><li><strong >Multi-account support is enabled for WhatsApp and Viber.</strong> On the same Oracle instance, you can have multiple Infobip accounts connected and combine different Infobip account senders.<br></li><li>We are empowering users of our Responsys WhatsApp and RCS integration with chatbot building capabilities directly in Responsys, to be able to create a conversational experience.<br></li><li>A marketing persona can now build a full end-to-end journey, starting with a promotional message that continues as conversation with a chatbot, and ends with an updated customer profile data in Responsys. All without leaving Oracle's marketing platform.<br></li><li><b>Full compliance with the Indian data localization regulation. </b>Users can now use Responsys and establish and operationalize full compliance with in-country deployment, ensuring frontend, backend, and database components all run on cloud physically located in India.<br></li></ul><h2>Build contextually relevant, digital marketing campaigns for all consumers<br></h2><ul dir="" ><li><strong>Welcome messages. </strong>Greet your new customers when they have downloaded your app, visited your website for the first time, or created an account.</li><li><strong>New product promotion.</strong> Inform your customers about a new product available or an upgrade of an existing one.</li><li><strong>Special offers. </strong>Engage your customers if you have a special discount or offer that they cannot miss.</li><li><strong>Cart abandonment/form drop.</strong> Re-engage customers that show strong intent to buy a specific product or service.</li><li><strong>Special occasions.</strong> Make customers feel special by wishing them or sending them offers on occasions such as Birthdays, Anniversaries, etc.</li></ul><h1>How it works? </h1><h2>Open your Infobip account</h2>Log in to your Infobip account with available WhatsApp and/or Viber channels. If you don’t have an Infobip account, you can open one <a href="https://www.infobip.com/signup?signup_source=OracleResponsysCxOmni" >here</a>. <p>Multi-account support is enabled. On the same Oracle instance, you can have multiple Infobip accounts connected and combine different Infobip account senders.<br></p><h2>Connect to your Oracle Responsys</h2>Set up the connection between your Oracle Responsys instance and the Infobip account through <a href="https://cloudmarketplace.oracle.com/marketplace/en_US/listing/146325485" >our marketplace listing</a>.<br>For more information on how to set up this integration, visit our <a href="https://www.infobip.com/docs/integrations/oracle-responsys-messaging" >documentation</a>.<br><p></p><p>Send promotional or transactional messages directly from the Responsys campaign management platform. By integrating Infobip SMS you can create personalized messages based on individual customers' and prospects' interests and preferences. </p><h2>Add SMS to your Oracle Responsys easily with Infobip<br></h2><p ></p><p></p><ul><li><strong>Send SMS messages directly </strong>from Oracle Responsys reaching customers worldwide.</li><li><strong>Define message content </strong>directly from action available in the Oracle Responsys Program.</li><li><strong>2-way communication.</strong> Customers can raise requests and send feedback via SMS.</li><li><strong>Personalize messages.</strong> Insert customer data, such as "Customer first name" or "Customer last name", into your content templates with a simple click.</li><li><strong>Global coverage.</strong> You don't have to think about the location of your customer or local regulations, we have you covered so you can scale easily.</li><li><strong>Real-time reporting and analytics.</strong></li><li><strong>Full compliance with the Indian data localization regulation. </strong>Users can now use Responsys and establish and operationalize full compliance with in-country deployment, ensuring frontend, backend, and database components all run on cloud physically located in India.<br></li></ul><h2>Build contextually relevant, digital marketing campaigns for all consumers</h2><ul><li><strong>Welcome messages.</strong> Greet your new customers when they have downloaded your app, visited your website for the first time, or created an account.</li><li><strong>New product promotion.</strong> Inform your customers about a new product available or an upgrade of an existing one.</li><li><strong>Special offers. </strong>Engage your customers if you have a special discount or offer that they cannot miss.</li><li><strong>Special occasions. </strong>Make customers feel special by wishing them or sending them offers on occasions such as Birthdays, Anniversaries, etc.</li><li><strong>Cart abandonment/form drop.</strong> Re-engage customers that show strong intent to buy a specific product or service.<br></li></ul><h1>How it works? </h1><br><h2>Open your Infobip account</h2><br>Log in to your Infobip account with the available SMS channel. If you don’t have an Infobip account, you can open one <a href="https://www.infobip.com/signup?signup_source=OracleResponsysCxOmni">here</a>.<br><h2>Connect to your Oracle Responsys</h2><br>Set up the connection between your Oracle Responsys instance and the Infobip account through our <a href="https://cloudmarketplace.oracle.com/marketplace/en_US/listing/75060144">marketplace listing</a>. Our SMS is also available on the SPAN marketplace.<p></p><p ></p><h2 ></h2><p ></p><p></p><p>Stay on top of contact center conversations by setting up automated notifications to Slack. Keep your team and stakeholders up to date on conversation status, ensure your reply SLA time, and more.<br></p><h2>Key information, automated<br></h2><p><ul dir="" ><li><strong>Keep conversations moving.</strong> Send notifications to Slack if a customer or agent hasn't responded within an expected timeframe.</li><li><strong >Custom recipient list.</strong> Send notifications to any combination of Slack channels or users.</li><li><strong >Monitor conversation changes.</strong> Send notifications to Slack for queue, channel and status changes, note or message creation, or when survey feedback is received.</li></ul></p><h1>How it works<br></h1><h2>Connect to your Slack workspace</h2><p>After adding the integration to your Infobip account, connect to your Slack workspace, then enable the integration.<br></p><h2>Set up notifications in Automations<br></h2><p>Configure the triggers and conditions for your notification, and customize the notification content. Then, enable the Automation.<br></p><p>For more information on how to set up this integration, visit our <a href="https://www.infobip.com/docs/integrations/slack-for-conversations">documentation</a>.<br><br></p><p></p><p>Enable your contact center agents to quickly create, manage and link Jira tickets to their open conversations, all within the agent workspace.<br></p><h2>Connect agents to back-office support<br></h2><p></p><ul dir="" ><li><strong>Quick ticket creation</strong>. Easily create Jira tickets without leaving the customer conversation.</li><li><strong>Include essential data</strong>. Include required collateral like summary, description and even media attachments.</li><li><strong>Link conversations to tickets.</strong> Connect customers to issues by linking conversations to existing tickets.</li><li><strong>Predefine key field values.</strong> Save agent time by automatically populating ticket Summary and Description with conversation data.</li></ul><p></p><h1>How it works<br></h1><h2>Connect to your Jira instance<br></h2><p>After adding the integration to your Infobip account, connect to your Jira instance.<br></p><h2>Customize Jira view for agents<br></h2><p>Select which fields agents need, and auto-populate key fields.<br></p><p>For more information on how to set up this integration, visit our <a href="https://www.infobip.com/docs/conversations/integrations#jira-ticketing">documentation</a>.<br></p><p></p><p>Engaging in personalized customer interactions is easy with Conversations on Azure, Infobip cloud contact center solution. Conversations on Azure is digital-first and provides a portfolio of channels on a single interface so you can connect with your customers efficiently and effortlessly. Provide a complete and consistent service across WhatsApp Business, Viber for Business, Messenger, Line, Google Business Messages, Telegram, Kakao Talk, Facebook, Twitter, Instagram, Google Play Reviews, SMS, email, RCS and Voice. Increase agent productivity and customer satisfaction with the contact center solution with the most channels, on the most secure cloud.<br></p><h2>Turn your contact center into a customer experience center<br></h2><ul><li><strong>Improve the purchasing cycle for new consumers. </strong>Reduce drop-offs during the registration process and ensure a smooth checkout process.</li><li><strong>Provide contextual assistance via the appropriate channel. </strong>Customers contact us for a variety of reasons. Make sure they get the right help on the right channel as soon as possible.</li><li><strong>Maximize customer loyalty and satisfaction. </strong>Provide the best service possible while maximizing positive reviews and CSAT scores.</li><li><strong>The omnichannel advantage. </strong> Provide a complete and consistent service across all the channels your customers use worldwide.</li><li><strong>Productivity.  </strong>All the tools and channels you need to maximize the productivity of your team and ensure you can deliver the highest levels of service.</li><li><strong>Introduce intelligent automation that improves the customer experience. </strong>Configurable options for introducing automation where it adds real value.</li><li><strong>Get a 360-degree view of your customers. </strong>Give agents a complete picture of each customer without leaving the platform.</li><li><strong>Gather informational insights.</strong> Simple access to reporting and analytics to drive improvements and strengthen accountability.</li></ul><h2>Purchase Infobip over Microsoft Azure Marketplace and utilize MACC benefits</h2><ul><li>Infobip contact center solution, Conversations, is MACC eligible on Microsoft Azure Marketplace and you can use a subscription related to your Azure agreement to purchase it. </li><li>Receive a single, consolidated monthly bill from Microsoft that includes your Azure Marketplace purchases and other Azure charges.</li><li>Infobip contact center solution, Conversations, is Azure-approved and certified. You can be sure that this solution meets high standards in all areas. </li></ul><h1>How it works?<br></h1><h2>Open your Microsoft Azure Marketplace<br></h2><p>Enter your Microsoft Azure Marketplace credentials and subscribe to one of the Conversations plans available.</p><h2>Help customers quickly with the Infobip cloud contact center with Conversations</h2><p>Optimize your contact center, improve agent performance, and provide measurable improvements to customer satisfaction.</p><p>For more information on how to set up your contact center, visit our <a href="https://www.infobip.com/docs/conversations">documentation</a>.<br></p>