Infobip, a global cloud communications platform, has launched WhatsApp Business Calling, a new feature that enables businesses to make and receive voice calls directly through their WhatsApp Business numbers. This addition enhances Infobip’s omnichannel platform, aiming to facilitate richer, real-time conversations within the widely used messaging application.
The feature allows businesses to receive and initiate voice calls globally, utilizing WhatsApp’s native interface, which means customers can remain within the app during interactions. Calls can be initiated from existing WhatsApp chats, interactive messages, or via deep links embedded in websites and other applications, offering multiple convenient entry points for customers.
Integration with Infobip Conversations, the company’s cloud contact center solution, allows customer support agents to transition smoothly from chat to voice interactions. This integration maintains a unified conversation history and context, ensuring a seamless customer experience.
Mijo Soldin, VP Voice and Telecom Strategy at Infobip, stated, “Our customers tell us voice remains critical for delivering exceptional service, especially for complex issues that require real-time interaction. With WhatsApp Business Calling, we’re seamlessly blending the convenience of chat with the immediacy of voice — within a secure, branded environment that customers trust and prefer.”
Available across global markets, WhatsApp Business Calling is designed to support various industries, including retail, banking, airlines, and eCommerce, by enabling faster issue resolution. By embedding app-based voice capabilities directly within WhatsApp, the solution aims to reduce friction and ensure fluid customer interactions. The platform also includes integrated reporting and billing with the WhatsApp Business Platform, simplifying operational management and providing valuable insights.
A key advantage of WhatsApp Business Calling is its branded calling capability. Verified business profiles display the company name, logo, and a checkmark during calls, which reinforces brand authenticity, helps combat fraud, and is expected to boost customer trust and answer rates. This feature aligns with Infobip’s broader commitment to providing trusted, safe, and branded communication channels and complements the upcoming launch of Infobip’s Branded Calling ID (BCID) solution later this year.
Infobip is headquartered in Vodnjan, Croatia, and provides a single platform for omnichannel engagement, identity, user authentication, and contact center solutions, helping businesses manage consumer communications and enhance customer loyalty.
