BT and Infobip expand partnership to deliver AI-driven global communications
October 6, 2025
BT and Infobip are extending their partnership worldwide, pairing BT's Global Voice and inbound contact capabilities with Infobip's cloud communications platform. The move takes a proven UK collaboration global, giving multinational enterprises a single, scalable way to run voice and messaging across markets.
Infobip will act as an authorised reseller of BT's Inbound Contact global (ICg) services, while BT will offer Infobip's messaging suite. For PR and communications teams, this means one integrated stack for RCS, WhatsApp, SMS, international toll-free numbers, and inbound voice-managed as a unified virtual network.
Why this matters for PR and communications
- One orchestration layer: Coordinate campaigns, alerts, and support across markets without stitching tools together.
- Richer conversations: Use RCS, WhatsApp, and SMS for media-rich updates, secure notifications, and two-way engagement.
- Global reach with local presence: Access phone numbers in 130+ countries and manage inbound calls in 180+ countries.
- Conversational AI at scale: Build human-like interactions and automated flows with prompts, reducing the need for heavy coding.
- Compliance and control: Centralize consent, audit trails, and message policies across regions and channels.
What you can do now
- Audit your channels: Map every touchpoint (press updates, crisis lines, stakeholder comms, customer support) and identify duplication or gaps.
- Prioritize two to three use cases: Examples: global media hotlines, event alerts, service-status messaging, or crisis updates via WhatsApp and SMS.
- Define guardrails: Set tone-of-voice, escalation rules, and human handover for AI assistants before any rollout.
- Align the data stack: Confirm CRM, identity, consent, and analytics integrations so you can actually measure outcomes.
- Set clear KPIs: Response time, delivery/read rates, CSAT, first-contact resolution, and cost per resolved inquiry.
Capabilities at a glance
- Channels: RCS, WhatsApp, SMS; inbound voice and international toll-free via BT ICg.
- Coverage: Numbers in 130+ countries; inbound call management in 180+ countries.
- AI features: Conversational flows with prompts; intelligent routing; low-code build to speed deployment.
- Security: Centralized governance across voice and messaging with enterprise-grade controls.
High-impact PR/comms use cases
- Crisis communication: Spin up dedicated hotlines and verified WhatsApp/SMS updates per region; route high-priority calls to on-call spokespeople.
- Product launches and events: Send media briefings, RSVPs, and location updates with rich cards via RCS/WhatsApp; switch to live voice when needed.
- Stakeholder updates: Proactive service notifications, policy changes, and incident summaries with two-way acknowledgments.
- Customer care alignment: Keep support scripts, brand tone, and approvals consistent across markets with one platform.
Governance and risk checklist
- Maintain regional consent policies and opt-out logic across all channels.
- Review data residency and retention settings for each market.
- Implement approval workflows for templates, AI responses, and media assets.
- Set escalation paths for sensitive topics and media inquiries.
- Run scenario tests: crisis drills, high-volume spikes, and failovers.
30/60/90 plan
- 30 days: Channel audit, use-case selection, policy/guardrails, and KPI baseline.
- 60 days: Pilot two regions and two channels; integrate CRM and analytics; train agents and spokespeople.
- 90 days: Expand to priority markets; standardize templates; publish a unified comms runbook.
Who provides what
- BT: International toll-free numbers and inbound voice services via ICg; global voice expertise and routing.
- Infobip: Messaging services (RCS, WhatsApp, SMS) and the cloud platform to orchestrate omnichannel engagement.
Learn more
Skill up your team: If you're building conversational flows, agent assist, or AI-driven comms programs, explore practical training for PR and marketing roles here: AI courses by job.
