Infobip to Integrate RCS Business Messaging in SAP Engagement Cloud

Infobip has partnered with SAP to integrate RCS Business Messaging within the SAP Engagement Cloud. This collaboration is designed to assist enterprises in delivering branded, interactive, and verified customer conversations directly on supported mobile devices.

RCS Business Messaging, provided by Infobip, becomes a native communication channel within SAP Engagement Cloud, allowing enterprises to orchestrate customer engagement across multiple channels, including email, SMS, mobile push, and digital advertising. RCS provides rich media, branded sender profiles, suggested replies, and two-way messaging without necessitating the download of additional applications by the customer.

Infobip serves as the RCS Business Messaging aggregator and managed service provider, delivering underlying connectivity, managing carrier relationships, and providing operational support for enterprise deployments. This encompasses brand registration, sender verification, reachability assessments, campaign execution support, and global performance reporting.

“Conversational engagement is becoming an increasingly important part of enterprise customer experience strategies, particularly as businesses look to combine AI-driven orchestration with trusted mobile communication channels. By integrating RCS Business Messaging and broader CPaaS capabilities with SAP Engagement Cloud, enterprises can create more interactive and branded customer conversations across channels already integrated into customers’ everyday mobile experiences,” stated Vassilis Tsantiotis, Director of Strategic Technology Partnerships at Infobip.

Beyond RCS, the partnership continues to support Infobip’s existing CPaaS capabilities, including SMS and WhatsApp, within the SAP Engagement Cloud, while Infobip AgentOS facilitates conversational use cases across these channels. For instance, AI agents can respond to inquiries regarding product availability and pricing, seamlessly transferring the dialogue to a human service agent when required.

SAP Engagement Cloud integrates cross-channel orchestration with AI-assisted content and enterprise data capabilities. By incorporating Infobip’s communications solutions, the platform assists enterprises in building more contextual and conversational customer engagement across various industries, including retail, financial services, and healthcare.