Infobip Launches Voice Calling on WhatsApp for Seamless Business Communication
Infobip, the global cloud communications leader, has announced the official rollout of WhatsApp Business Calling, a groundbreaking feature that allows businesses to make and receive voice calls directly through their WhatsApp Business numbers. This enhancement adds significant real-time capability to Infobip’s already robust omnichannel communication platform, enabling more dynamic and responsive customer engagement inside the world’s most popular messaging app.
Voice Calls Within WhatsApp—No App Switching, No Friction
The new feature empowers businesses to conduct global voice calls using WhatsApp’s native interface, allowing users to stay within the app they already know and trust. Calls can be initiated seamlessly from WhatsApp chats, interactive messages, or via deep links embedded into websites, mobile apps, or customer touchpoints, eliminating the need for app switching and delivering a frictionless experience.
Integrated With Infobip Conversations for Unified Customer Journeys
By integrating WhatsApp Business Calling with Infobip Conversations—the company’s cloud contact center solution—agents can fluidly switch from chat to voice in a single interaction thread. This ensures continuity in the conversation history and context, leading to faster resolution of complex issues and a more personalized support experience.
Infobip: Merging Voice and Messaging for Superior Service
“Voice remains a cornerstone of customer service, especially in cases that require human empathy or detailed clarification,” said Zeid Shubailat, Director at Infobip. “With WhatsApp Business Calling, we bring together the speed of messaging and the depth of voice interaction in a secure and branded environment that builds trust.”
Global Reach, Industry-Wide Applications
Available to businesses across international markets, WhatsApp Business Calling is well-suited for sectors such as retail, banking, aviation, and eCommerce, where real-time issue resolution is critical. Embedding voice calls into WhatsApp not only shortens resolution time but also enhances the overall customer experience by streamlining every step of the interaction.
Branded Calling to Build Trust and Combat Fraud
One of the standout features of WhatsApp Business Calling is branded calling. When customers receive a call, they’ll see the business name, logo, and a verified checkmark, establishing brand authenticity and reducing the risk of impersonation or fraud. This feature not only improves call answer rates but also reinforces brand credibility at every touchpoint.
The move also aligns with Infobip’s larger commitment to secure, branded communication, and paves the way for the upcoming launch of the Branded Calling ID (BCID) solution later this year.
Smart Integration and Insightful Analytics
WhatsApp Business Calling also comes equipped with integrated reporting and billing through the WhatsApp Business Platform, offering companies actionable insights and simplified management of customer interactions. Businesses can now track engagement performance, optimize workflows, and ensure operational transparency—all within a centralized system.
Conclusion: Redefining Customer Conversations on WhatsApp
With the launch of WhatsApp Business Calling, Infobip is redefining the future of customer communication. By embedding high-quality voice capabilities into the WhatsApp experience, businesses can now deliver trusted, real-time support at scale, all while staying connected with their customers in the channel they prefer most.
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