The BlackBerry AtHoc platform connects employees, the public and essential services—so they can deliver critical information quickly and reliably. Send official notifications from wherever they are to reach everyone within a specified area. Members of the community can also sign up for enhanced notifications about potential events that may impact them.

BlackBerry AtHoc is integrated with FEMA’s Integrated Public Alert & Warning System (IPAWS) and Canada’s National Public Alerting System (NAAD).

A long-trusted, secure vendor to local, state and national governments worldwide, BlackBerry AtHoc is a FedRAMP-authorized vendor and the first mass notification and public safety communication solution on the StateRAMP-Authorized Products list and is trusted by organizations around the world such as Greater Manchester Police, the American Red Cross and the Civil Nuclear Constabulary.

BlackBerry AtHoc critical event management software protects 85% of U.S. federal government employees, allowing a majority of U.S. agencies to meet requirements and communicate with each other and commercial entities.

Solution:

To cater to Orange’s need, Comviva NGAGE An Omnichannel CPaaS Platform was deployed. Ngage helps the enterprises engage with their end customers over a secured, reliable, highly available and scalable cloud communication platform. It is a proven solution, handling close to 80+ billion messages in a year. It enables operators to manage services, updates and communication across various channels and handle varied forms of messages from multiple enterprises and partners with easy to use APIs.

It provides a single window for management, ensuring reduced TCO to enhance the revenues for the operator. Ngage integrated with INWI SMSC and Maroc Telecom SMSC seamlessly to delivery messages to respective network directly.

Impact and highlights:

• 300+ enterprises on boarded on the platform for various use cases like brand promotion and offers for customer acquisition and loyalty, transaction messages, OTPs, etc.
• Reduction in failure rate as Ngage identifies absent subscribers and memory full handsets beforehand
• More than 7 million messages delivered every month with an accuracy of 99.9+ %
• Savings on network and capacity expansions at SMSC for host operator
• Higher success in delivery rates results in enterprise stickiness

GreenAds Global serves above three thousand businesses to solve their problems in reaching their target audiences through cloud-based communication platforms such as SMS, Google RCS messaging, MiRCS, and WhatsApp Business Cloud API. Our services are not limited to a single vertical but are spread over many verticals including financial services like banks and financial institutions, automobiles, education, retail, and healthcare. Businesses can reach their customers using one or a combination of different mobile communication channels and for that, we have launched Telinfy, a multi-purpose platform for business communication in which customers can reach their target audiences through different messaging channels under one roof.

Conversational marketing is changing the way of business communication and this opens up various opportunities for GreenAds Global, as our services can be used by any business of any size. Currently, the customer base includes Retailers, Banking Entities, NBFCs, Consumer Durables, and Hospitals and Laboratories. In near future, we are expecting to make our presence in all industries, especially for those who need frequent communication to build a more personalized relationship with their clients. We are well equipped to make customer engagement to a new level, hence better CX. We plan to expand globally in the nearby future so that the business of the company is growing overseas with UAE being the primary market.

We have grown consistently, and looking forward to meeting our targets each year, empowering our team and products. We expect to make more investments in each area of our business.

The chatbots built with the Auto Bot Builder demonstrate an exceptionally high degree of language capability that truly engages the end user. They can handle virtually any natural-language query posed by the user and provide meaningful responses in almost all scenarios. Businesses can build these chatbots for each stage of the customer lifecycle including marketing, commerce and support. Use cases include marketing offers, lead gen, product discovery, product recommendations, shopping advice, troubleshooting, customer support, etc.

The launch initiative saw 2000+ enterprise and mid-market companies requesting for early access and is in deployement stage for a handful fortune 500 brands within 1 week of launch, proving the market’s need for such innovation and adoption.

The Life Insurance Department at the Covea Group, for the brand MMA CAP, had previously run a campaign over SMS and Email for their life insurance products in 2020 and were looking to improve it further with a conversational marketing campaign over a single channel that would increase the conversion rate. The previous campaign saw customers receiving an email or SMS with a link to the landing page. Customers then had the option of interacting with a chatbot on the landing page. However, jumping between different channels led to low conversions rate and Life Insurance Department of Covea Group wanted to enhance this conversational experience by delivering it over one single channel.

The focus was to:

• Move from transactional to conversational communication channels
• Make the messaging around their retirement products more attractive to existing and prospective customers
• Increase awareness and appointments for their retirement products
• Move from a multichannel approach with SMS, email and landing page to omnichannel with the inclusion of RCS Business Messaging

Solution: An end-to-end conversational marketing campaign with omnichannel capabilities

To create a conversational marketing campaign across a variety of channels, Life Insurance Department of Covéa Group needed a communication platform that could:

• leverage their customer data to create personalized campaigns,
• integrate a lead generation chatbot,
• and automate messaging flows.

That’s where Infobip’s omnichannel cloud communication platform came in. Our expertise in RCS, email and SMS, powered by our customer engagement solution Moments, customer data platform People CDP and chatbot building platform Answers, gave Life Insurance Department at Covea Group the perfect environment to experiment and build an effective campaign.

The conversational marketing journey

Life Insurance Department at Covea Group found a simple solution with Infobip, empowering them to experiment with maximum agility in the construction of the campaign.

• Personalized messaging: Life Insurance Department had already segmented their customers based on age, income, and current packages. People CDP fed this segmented data into the platform and allowed them to create automated flows within Moments that delivered personalized messages.
• Omnichannel setup: Infobip helped Life Insurance Department of Covéa Group implement RCS Business Messaging, giving them a channel that had the same conversational interface of chat apps. RCS provided an unobtrusive conversational experience over Android devices. It allowed the target audience to engage with the message via an interactive quiz to educate them on the product, assess their needs and enable them to show interest and get contacted by an agent – all within the same channel.

Customers could choose answers that were displayed via a carousel and were sent through an appropriate flow dependent on the option they chose. For customers who reached the end of the quiz and were happy to be contacted by an agent, an email was triggered via Moments to an advisor, prompting an immediate call back.

The interactive quiz over RCS was setup via our customer engagement solution Moments that triggered the questions based on customer intent and replies.

For those who could not receive RCS messages or opted out, a seamless switch over to SMS was triggered via Moments along with an email notification.

• Conversational chatbot: The SMS and Email campaign directed customers to a landing page where they could show interest in subscribing to the insurance plan. A conversational chatbot guided them through the process thanks to Infobip’s Live Chat powered by Answers.

Results: 11% conversion rate with a conversational marketing approach

The campaign targeted 15,000 customers, of which 20% were reached via RCS. The omnichannel setup ensured that undelivered RCS messages were sent via SMS, and for customers that didn’t have a mobile number an Email was sent. This ensured high deliverability of messages.

A similar campaign in 2020 over email resulted in a 44.74% open rate and a conversion rate of only 0.05%. While Email worked well for transactional communications when it comes to lead generation, a conversational experience across the entire customer journey delivered better results.

With an objective of nurturing leads, Life Insurance Department at Covéa Group saw an increased conversion rate via RCS’s conversational experience – with 11% of customers asking for a call back and only one unsubscribe request.
The rich media capabilities of RCS allowed for the insertion of the brand logo that provided reassurance, trust, and increased brand awareness.

Creating an end-to-end campaign on a single channel allowed the Life Insurance Department to provide enhanced conversational experiences and reduced the chances of losing a customer midway through their journey.

In addition to providing the channels and the technical know-how, Infobip was also able to provide customer experience consultancy and implementation services, thanks to a local team that had hands-on insight into the customer’s needs and was able to provide a dedicated consultant to deliver a personalised and cost-effective solution.

Infobip’s communication platform empowered Life Insurance Department’s team to implement RCS with maximum agility. The portal made it easy for them to make real-time adjustments during the campaign with our intuitive drag-and-drop interface.

 

With omnichannel workflows and a data-centric approach, our comprehensive omnichannel solutions help businesses to create real-time, smart, and conversational customer experiences.

Enterprises can club two or more services as per their requirement and create a customized solution for your business. All of our products and services offer robust security and compliance. Being the market leader and offering the best expertise, Route Mobile provides the most reliable APIs which businesses can integrate at scale. Enterprises can deploy multiple solutions using a single API. Our customized plug-and-play solutions allow companies to create a personalized package for their business and gain the most from our cloud-based solutions. All of our products are GDPR compliant, offering the best-in-class communication platform for companies and enterprises to leverage.

Below are a few challenges that we are addressing:

Businesses are struggling to find IT resources capable of developing applications for end-to-end customer journeys across multiple communication channels, integrating communications with existing applications and processes, and simultaneously maintaining existing systems.

The diverse set of resources requires appropriate backend infrastructure to optimize their operational efficiency.

The legacy systems lack the flexibility and agility to accommodate newer digital channels based on changing customer needs, slowing the digital transformation of businesses.

Lack of connectivity can complicate things in terms of quality and coverage, wasting message delivery time.

Lack of encryption is a target for malicious content, and the risk of phishing, smishing, voice abuse, and spam attacks. This security breach can significantly damage a company’s reputation.

Lack of encryption is a target for malicious content, and the risk of phishing, smishing, voice abuse, and spam attacks. This security breach can significantly damage a company’s reputation.

TGS Omnichannel messaging solution allowed QueroQuitar to launch and interact with their customers through multiple channels (RCS and SMS)in a coordinated and consistent manner. The goal was to offer the user a seamless and consistent experience, regardless of the channel they chose to communicate through. This solution also collected and used information about customers’ interactions through the different channels, allowing them to offer a more personalized and relevant service,

TGS solution was integrated with QueroQuitar systems to extract real time information to create a personalized offer (using several connections with Banks). Using the MSISDN, the system extracted information from different databases and systems to generate a fully personalized offer in real time.

The offer was immediately sent to the user by RCS or SMS (although the platform also allows the use of different channels such as email, MMS, OTTs, etc).

Once the customer accepted the offer, the system  sent an invoice document using RCS. In this way, it ensured that the user remained within the messaging channel from the first message until the point of receiving the invoice.

The campaign achieved amazing results:

RCS Users Impacted 9,737
RCS Delivered Rate 99.41%
SMS Users Impacted 9,176
SMS Delivered Rate 67.86%
Only in the RCS channel 11 agreements were signed within the first hour. RCS technology presented an increase of 108% of agreements signed over the SMS campaign.

Enterprise Benefits:

– Manage inbound and outbound communication in real time – Unite communications across platforms and channels into one simple interface, for fast and seamless results.

– Successfully execute, track and optimise campaigns – Gain the tools and insights needed to reach key target audiences and make SMS campaigns a success.

– Tailor the platform according to unique requirements with expert support – Customise the platform to specific requirements and meet different business goals with the help of telXira’s messaging experts.

Use cases:

1. Marketing Campaigns

– Marketing activities
– New product launch
– Customer acquisition
– Promotions
– Information Updates

2. Transactional SMS

– Two-factor authentication
– Track & trace delivery
– Calendar booking systems & reminders
– Alerts, traffic updates & weather warnings
– M2M sensors and temperature gauges

3. Two-Way Messaging

– Customer surveys
– Customer service/communications
– SMS voting

Features:

– Campaign Management Tools – Create and execute the perfect campaign step-by-step.

– SMS Chat – Effectively communicate with customers across channels in a single unified platform.

– WhatsApp for Business – Level up communications with customers with the WhatsApp Business API. Other channels are also available.

– Bots – Increase the productivity of sales teams by setting up a Bot to free up time for simple customer queries.

– Text to Call – Meet different customer needs by offering them the option to have texts read aloud to them.

– Inbound Virtual Numbers – Protect privacy while communicating with customers effectively via voice calls and SMS.

– Audience Filtering – Advanced filtering options so that campaigns can be targeted to the right audience every time.

– Contact Database – Organise and manage all contacts and data in a user-friendly database.

– APIs – Connect the platform directly into an existing CRM without needing to transfer contacts into a new system.

– Email to SMS – Convert emails to SMS and SMS back to email for convenience across platforms.

The telXira CPaaS platform is solving industry challenges and bringing innovation to the marketplace by helping enterprises to manage their inbound and outbound communication in real time, with a tailored experience end-to-end.

Customers can unite their communications across platforms and channels into one simple interface, for fast and seamless results.

A leading Brazilian mobile network operator (MNO) deployed Grow as a managed service to increase the LTV of subscribers by upgrading users from pre- to post-paid plans. This had to be done cost-effectively, decreasing overreliance on call-centres and physical stores. With great customer experience a core value for the MNO, it also needed to avoid being viewed by subscribers as spam.

In response, Upstream introduced a multi-channel strategy mostly through channels owned by the operator, which would involve no cost to deploy, such as SMS, RCS, email and the operator’s zero-rated data rewards platform (also built by Upstream).

Upstream also deployed automated same-day retargeting requiring zero manual effort and managed through Grow. With Grow, the MNO could send automated RCS and SMS messages or emails, at the right time and through the preferred channel of users who had dropped out of the funnel but had already shown interest with incentives to upgrade plans. Through this, the mobile operator secured 785,000 plan upgrades in just 6 months, with 49% of them via automated retargeting messages. For the period under review, Upstream’s campaign contributed 25% of total post-paid sales.

Automated same-day retargeting increased campaign efficiency by 90% compared to manual retargeting, resulting in 386% more orders. Grow also enabled the MNO to deep dive into performance. Upstream ran hundreds of A/B tests across different channels for the MNO to optimise customer journeys and use the creatives (copy & design) that proved to be the most engaging and likely to lead to a conversion. Messaging spam was also significantly reduced, with the MNO sending 47% fewer messages to achieve the same results as manual retargeting.

Upstream’s mobile marketing platform explained:

From just one platform, Grow enables MNOs, advertisers and ecommerce brands to orchestrate a highly effective mix of push and pull channels, text-based and rich-media, to achieve an omni-channel strategy of consistent, targeted and personalized messaging. Grow makes it possible to set dynamic user journeys according to individual user profiles and behaviours. Its key features are:

1. The Campaign Studio where clients can create dynamic, multi-channel journeys, without any coding experience, in drag-and drop fashion
2. The Marketing Automation capability allowing advertisers to automate marketing flows per customer to achieve customized purchase paths
3. The Audience Management feature allowing businesses to source, manage, define, analyze and activate customer data for more accurate campaign execution
4. The Channel Orchestration tool giving advertisers the power to create flexible channel strategies that meet their goals and deliver customer value.
5. The Insights and Analytics features putting massive amounts of data to work so businesses can hone campaigns to make them increasingly efficient over time
6. The Ad-fraud Prevention feature protecting advertisers’ budgets by reducing ad fraud

The platform invests in building one-on-one relationships between brands and their customers, without reliance on third parties. As such, Grow, helps Upstream’s clients build up their contactable opt-in base, in several ways, like through its online user identification feature technology, Mobile Identity, or pop-up campaigns, which incentivize users to share their details with rewards. These opt-in bases can then be used to send broadcast or personalized messages, retargeting messages or show personalized banners.

New platform features include AI-enabled optimisation, so that ads are automatically served with the best performing message (through automated split testing), via the best performing channel, during the moment that is most likely to trigger a conversion. Also, a fallback mechanism is now included. This serves the user with a next best offer or a next best channel, in case the user doesn’t engage with a particular channel or doesn’t seem interested in a specific offer. The platform also allows for real time, event triggered communications, every time a user interacts with a brand.

In addition to the strength of its ad-serving and channel orchestration capabilities, leading brands choose Grow over other CRM, CEP and CPaaS competitors due to its flexibility, intuitive UX, ease of integration with existing data managements sources and economical pricing.