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CPaaS Infobip adds Instagram messaging to portfolio of channels

Singapore – Global communications company Infobip has added Instagram messaging as a channel in its Communications Platform as a Service (CPaaS) offering, broadening the ways businesses are able to provide customer support.

Through its solutions, Infobip empowers consumer-facing businesses by providing a unified and simple workspace for customer support agents to engage and talk with customers on a variety of channels such as email, chat apps, live chat, and video calls, among others in social media. 

Instagram messaging is the newest addition to its portfolio of channels. The messenger API for Instagram is now available specifically on ‘Conversations’, Infobip’s contact center-as-a-solution service, which the tech provider said will result in the need for fewer calls to a contact center, thus, a more seamless and improved customer experience. 

“We are delighted that Infobip is launching Instagram Messenger in their contact center 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,” said Vivien Ang, Infobip’s regional manager for APAC.

Infobip said that through the new capability, businesses will be able to handle messaging at scale on Instagram. 

Since its launch in 2010, Instagram has seen a meteoric rise in active users making it one of the top social networks worldwide and which in turn has made it a key strategic communications tool for enterprises and institutions.

Ang adds, “It is clear that customers want to use their preferred channel of communication to connect with businesses and service providers. In fact, many customers today primarily choose to interact with brands through social media for everything from ordering food, requesting rides, making retail purchases right through to some elements of banking, and this same fast and simple capability can be brought to the contact center.”