We seek to become the AWS for B2B and B2C communication

Infobip operates a full-stack Communications Platform as a Service (CPaaS) with private cloud infrastructure and zero-hop connectivity to telecoms globally. As the company Managing Director Harsha Solanki has quadrupled the turnover of the enterprise in the last four years and is working towards building Infobip as an engineering mitochondrion with its benchmarkdefining CPaaS infrastructure and an innovation-centric perspective. In an interaction with Shubhendu Parth, she talks about the business communication trends, the evolving CPaaS market, and how organizations are adopting omnichannel solution to strengthen customer engagement in the New Normal. Excerpts:

- Shubhendu Parth

The work and life in the new normal seems heavily dependent on digital communication technologies. What has been the learning from the pandemic and how is the business communications and messaging sector evolving?

The pandemic has enabled a paradigm shift in the way businesses operate. Digital has now become a fundamental part of an organizational structure. In fact, in the wake of the rise of remote working and studyfrom-home culture, the reliance of individuals on digital technology has also reached a point of inflection, reversing which is no longer possible. Today, customers are using a range of devices and formats to tap into the digital ecosystem and stay connected to the modern world. However, this doesn’t mean that things have remained unchanged because of digital interventions. If anything, it is common knowledge, validated by personal experiences that individuals are struggling to maintain bonds with their acquaintances, friends and family, in the absence of physical interactions, especially when the loss of physical intimacy occurs for long stretches, as has happened to most of us during the initial lockdowns.