Monday, September 29, 2025
Infobip, a global leader in cloud communications and a trusted Oracle partner, has deepened its collaboration with Oracle by expanding the capabilities of Oracle Fusion Cloud Service. The companies have introduced direct integration of WhatsApp and SMS messaging, which is now available on Oracle Cloud Marketplace. This advancement empowers organizations to engage customers across their most-used messaging platforms, delivering more interactive and personalized experiences.
Today’s customers demand instant, personalized, and seamless communication across their preferred digital channels. By adding WhatsApp and SMS to Oracle Fusion Cloud Service’s native Live Chat, businesses can now unify customer interactions within a single, streamlined service environment. This creates a consistent and efficient experience for both agents and customers.
“By connecting WhatsApp and SMS channels with Oracle Fusion Cloud’s AI-driven capabilities, Oracle and Infobip are simplifying and enhancing the way businesses communicate with customers,” said Brett Weigl, Vice President, Product Management, Service Cloud & Field Service Cloud, Oracle. “Our AI assistant can now deliver rapid, accurate responses directly through customers' preferred messaging apps, improving customer satisfaction and enabling agents to focus on more complex inquiries.”
The integration leverages Oracle Cloud Service’s built-in AI and automation features, enabling companies to handle large volumes of interactions without compromising quality. Automated chatbots can manage routine questions, significantly reducing response times and easing workloads for customer service teams. When inquiries require deeper engagement, human agents can seamlessly take over, ensuring smooth escalations and quick resolutions.
By combining automation with human expertise, businesses gain the agility to respond to evolving customer needs while maintaining a personal touch. This balance helps strengthen customer relationships and ensures long-term loyalty.
“This integration reflects Infobip’s ongoing commitment to helping businesses thrive in the digital age,” said Miguel Turnbull, Senior Director, Global Partnerships at Infobip. “Partnering with Oracle allows us to enhance our customers' ability to build meaningful connections with their end users, driving engagement, satisfaction, and loyalty.”
Infobip and Oracle have maintained a long-standing partnership focused on delivering next-generation communication solutions to enterprises worldwide. With this latest development, both companies are reinforcing their mission to empower organizations with tools that foster stronger customer connections, streamline service operations, and drive business growth in a digital-first world.
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