The offering, launched this month, is intended to tackle the pain points MVNOs face, particularly around offering 24/7 support, customer coms and operational costs.
The business case is, in part, driven by the pandemic due to be reduced in-person operations.
Director of operator strategy and partnerships, Mijo Soldin, said: “MVNOs have excelled at differentiating from the MNO market – offering competitive prices and having the agility and flexibility to address the specific needs of niche markets. But customer service expectations are rising, and price alone is no longer enough to stand out. Now, MVNOs must focus on delivering a competitive CX, as well as being affordable.”
As communications service providers, MVNOs know how much people prioritise being able to reach each other. Their expectations of customer service are the same. They crave a frictionless, on-demand experience – and they want to be able to access services on whichever channel they’re using. We’re excited to work with MVNOs across the globe to ensure these expectations are not only met, but excelled.”
Infobip is offering a range of automation features through its cloud contact centre solution, Conversations, and chatbot building platform, Answers.
Operators can use automation to answer more simple enquiries via LiveChat, WhatsApp or Facebook Messenger, for example payment requests, account balances and tariff changes. Then for those customer care issues where a more complex response is needed, Infobip offers a seamless transfer from bot to agent.
Its customer engagement hub, Moments, is also available for MVNOs to use a self-service interface for sending timely, personalised promotions across the largest range of programmable channels including SMS, voice, RCS, email and chat apps. It can also help streamline the online registration process for new customers.
Poland's Next Mobile is already signed up as it looks to move from voice-only support to channels like WhatsApp and Facebook Messenger, where the process can be automated.
CEO Rafał Kozłowski said: "Infobip’s Conversations solution has everything we need; one platform to manage every customer-service channel with ease and convenience. It also gives us a clearer view of customer satisfaction, so we can ensure the experience is as positive as possible across the entire customer journey.”
