In a recent conversation, Ben Edwards, Director of CX and AI Programs at Sandler Partners, spoke with Gabe Rosalis, VP of Channel at Infobip, about the company’s evolution, recent strategic moves within the US, how they’re helping organizations reimagine customer engagement, and how they’re focusing on the Partner community to help spread their message.
Infobip focuses directly on enabling more flexible, scalable, and integrated communication solutions for organizations and their end customers. At the core of their offering is CPaaS (Customer Platform as a Service), which Gabe broke down into the following tiers of maturity and functionality:
- CPaaS 1.0: Simple, scalable messaging.
- CPaaS 2.0: Smarter, automated conversations through chatbots and workflows.
- CPaaS 3.0 (on the horizon): Rich, branded, and highly interactive experiences.
Rather than managing multiple APIs across voice, email, and messaging platforms, Infobip enables businesses to use a single API or interface to connect with customers across all their preferred channels. It’s a move toward greater simplicity in an increasingly fragmented communication landscape.
Infobip is also investing in RCS (Rich Communication Services), which blends branded messaging, rich content, and conversational commerce into one streamlined customer journey:
- RCS 1.0: Verified SMS from recognizable senders.
- RCS 2.0: Visual, interactive messaging with media-rich content.
- RCS 3.0: Full in-app interactions—from discovery to purchase—without needing to redirect users to other websites or apps.
As customers increasingly expect seamless, personalized communication across platforms, solutions like Infobip’s offer a glimpse into what’s next. For Partners, it’s an opportunity to stay ahead of evolving needs and bring more flexible, forward-thinking options to the table.