BT and Infobip expand global partnership to deliver AI-powered enterprise communications
BT and Infobip are scaling their partnership beyond the UK to serve multinational businesses worldwide. The collaboration pairs BT's Global Voice and inbound contact services with Infobip's cloud communications platform to unify voice and messaging at enterprise scale.
For PR and Communications teams, this means simpler global reach, stronger channel coverage, and smarter automation without heavy engineering. The result: faster response times, consistent brand voice, and measurable impact across campaigns and customer care.
What's new
- Infobip becomes an authorised reseller of BT's International Contact Global (ICG) services.
- BT will offer Infobip's messaging services, including RCS, WhatsApp, and SMS.
- Enterprises can unify contact centres into a single virtual network with integrated voice and messaging.
- Access phone numbers in 130+ countries and manage inbound calls in 180+ countries.
- Advanced conversational AI enables human-like interactions at scale and prompt-based journey building with minimal coding.
Why this matters to PR and Communications
Channel fragmentation and regional limitations slow teams down. This partnership reduces silos by bringing voice, WhatsApp, RCS, and SMS together under one stack with global coverage.
Conversational AI elevates service quality and brand consistency while keeping live-agent escalation in play for sensitive moments. You gain clearer workflows for campaigns, launches, reputation management, and crisis response.
Key capabilities at a glance
- Global Voice and inbound contact via BT, plus Infobip's RCS, WhatsApp, and SMS reach.
- Single virtual network for integrated voice and messaging across regions.
- Prompt-driven conversational AI to design intelligent customer journeys with less coding.
- International toll-free numbers and inbound management at scale (130+ countries for numbers, 180+ for inbound calls).
- Secure, scalable architecture suitable for enterprise compliance needs.
Use cases for comms teams
- Global campaign support: consistent messaging across voice, WhatsApp, RCS, and SMS with localized routing.
- Proactive notifications: launches, events, service updates, and crisis alerts with template governance.
- Audience care: AI-led triage with quick agent handoff for media, influencer, and customer inquiries.
- Reputation readiness: surge handling during issues and outages with clear escalation paths.
- Measurement: unified analytics and channel performance insights by region and audience segment.
What to ask your providers
- Coverage and failover: guaranteed routes for WhatsApp, RCS, SMS, and inbound voice by country.
- Data: residency options, retention controls, and audit trails for regulated markets.
- Consent and compliance: opt-in flows, template approvals, and regional policy alignment.
- Integration: CRM, CDP, and analytics connectors; identity resolution across channels.
- AI guardrails: tone, approvals, escalation rules, and content moderation.
- SLAs: latency, deliverability, call quality, and support tiers for high-visibility moments.
Rollout checklist
- Audit your current channels, volumes, and regional gaps.
- Map priority journeys: onboarding, support, crisis, events, and VIP/media outreach.
- Define AI prompts, brand voice, and approval workflows; set human escalation points.
- Pilot in two markets and two channels, then scale based on performance data.
- Standardize message templates; align legal and compliance early.
- Train spokespeople and support teams on new channels, tools, and reporting.
What BT and Infobip said
Colm Sunderland, Sales Director BT International: "Enterprises around the world are looking to level-up their communications and engagement systems, requiring smart, interactive services to best serve their customers. BT International's leading voice communication capabilities combined with Infobip's platform will deliver a comprehensive set of services to power our customers' Intelligent CX Engagement."
Matija RaΕΎem, chief commercial telecom officer at Infobip: "BT is a giant in the telecoms sector and a natural partner for Infobip. Powered by AI and designed for scale, the expansion of our partnership will offer a market-leading unified communications platform, helping to drive greater efficiencies and extend enterprises' global reach."
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