CM.com is global leader in cloud software for conversational commerce

AI & Chatbots + Omnichannel platform for customer service in messengers

Leading omnichannel communication provider

End-to-end integrated software, internet, mobile and hardware solutions

Communicate with your clients via Viber Business Messages, SMS, E-mail, Chatbot and other channels.

Customized bot development and analytics tools

Optimizing communication channels, from businesses to customers

IMEDIA is operating in the field of providing value-added services on telecommunications platforms.

Omnichannel Messaging Platform for effective marketing communication

Connecting businesses with their customers on Viber, powering secure, private interactions 

Communications APIs, unified communications and contact centers

Providers of Cloud Communication Platforms (CPaaS) for Enterprises, OTT players & Telecom operators

Strengthen your position with Viber messaging for better business with your customers

CPaaS empowering businesses to communicate with customers using messaging, video and voice solutions

Making communications and communities for brands: B2C & D2C messaging, chatbots, campaigns

Creating chatbots that people actually love!

Software development company from UI/UX & Design to product development and IT consulting

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Designing and executing integrated digital, analytic and marketing solutions

Communication platform to keep in touch with your frontline employees

User-friendly chatbot builder for popular messengers, without programming knowledge

Custom chatbot developer with a focus on informative, communicative, awareness and E-commerce

Infobip is a global leader in omnichannel communication

Integrated solutions provider from advertising sales, marketing, branding to production

360 agency building Viber chatbot solutions

International messaging service provider for mobile operators and enterprises worldwide

Hybrid Chat, Conversational Marketing and Customer Automation

Grow your audience, engage your customers, automate your messages - across multiple channels

Platform to automate marketing, ecommerce, service operations and support in messengers

#1 Ukrainian Telecom Operator with over 25 million subscribers

Viber's #1 Business Messaging partner in the Philippines

Omnichannel solution provider in the Cloud Communications industry

Viber and SMS messaging service provider with web interface and via API

SMS Centre provides a professional omni-platform for business tasks

Omnichannel communication platform for modern businesses to delight customers

Οmni Channel Business Messaging Specialists of real-time, one-to-one & two-way communication

Providing mobile services to banks and financial institutions in Nepal

Optimised two-way communication between management and employees

Enterprise chatbot provider with high-end AI and cross-industry communication know-how

One of the biggest companies on the business communication market in Russia and CIS

We offer digital tools: SMS, OTT, Virtual PBX, CRM, AI BOT, Contact Center

A global cloud communications platform for all your mobile marketing needs

Next-gen CPaaS with Web & Cloud API services for marketing automation

Enterprise solutions platform for communications, payments, CRM and marketing

Leading Conversational AI and CX Automation Platform

Digital transformation and engagement services, AI chatbots, smart cities and fintech applications

Expert customer engagement and A2P mobile messaging solutions with over 20 years of experience

SparrowSMS: Leading Bulk SMS provider in Nepal and Global Enterprise Messaging

Multichannel messaging platform for successful business communication

Omnichannel platform for customer support teams

Removing communication complexities, so you can succeed.

Founded in 2006, Logate in Podgorica delivers IT solutions for telecoms and banks

Global communications platform for messaging, verification, and fraud prevention

We offer digital transformation services and global vendor software solutions

URBO is B2B SaaS company for the creative and recreational industries

Messente: Messaging partner for companies who want to send business-critical messages at scale

Omnichannel messaging provider for business communication

First in AI and c-commerce, we provide innovative messaging solutions

A holistic messaging and digital agency for messaging solutions

Largest A2P multi-channel messaging platform in the Philippines

SMSBAT is a group of companies that develops and implements modern digital marketing solutions

Communication platform helping brands build connected customer experiences.

Automate sales, marketing, and support with Terra's smart AI technology

A Leading telecom company, GSMA certified Voice carrier and SMS hub, MEF & ITU member

Omnichannel business messaging platform for marketing, sales & support

Multichannel messaging platform for business communication

Digital Solution Provider, Chatbot development and Customer support

Omnichannel platform with built-in phone, webchat, email, tickets, etc.

Creating OS and application software for business digitalization

Corporation in technology and international business, telecommunication and information solutions.

Different Solutions for different ways of communication

A leading service provider in Myanmar's TMT (Telecom, Media, and Technology) industry since 2003

Digital enabler, specialized in Chatbots, Messaging and Engagement

Omnichannel communication platform for business messaging globally

Operating globally through telecom partnerships, providing tailored messaging solutions and support

Expert in reaching, engaging, and retaining the right audience

Swift Technology specializes in Fintech, Vas SMS & custom software dev

Ommichannel platform to communicate worldwide

Seamlessly integrate GenAI agents and live support for superior CX

WayMore Marketing Intelligence Suite helps marketers achieve their goals.

Develop omni-channel messaging campaign through Viber, RCS, What's Up

The Globally Connected Customer Engagement Platform

We provide SMS A2P to Apac pacific region and fintech solution

Top 3 Mobile Marketing agency in Vietnam, offering fast, diverse solutions

Enable novel customer experiences with Generative AI chatbots

Build the future communication for global mobile operators and enterprises

Custom software solutions, staff augmentation, R&D and MVP development

klink.cloud is a leading omnichannel customer engagement platform provider

Smicos: AI-powered chatbot to boost sales, streamline management, and more.

Positive specializes in IT solutions, complex AI assistants, and chatbots

Nikita Mobile LLC is a leading mobile marketing and e-commerce company

(Originally published on <a href="https://www.thedrum.com/opinion/2020/04/15/chatbots-and-personalisation-the-impact-covid-19-communication" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, April 2020)With digital communication methods in the spotlight thanks to the Covid-19 crisis, brands are re-examining how they interact with customers. How can you strengthen relationships with loyal customers and establish new ones in a time of rapid digital change?Ironically, the current circumstances have actually led to people communicating more. With a quarter of the world’s population on lockdown, a lot of people now have more time to focus on building, strengthening or restarting relationships free from outside distractions. In many cases, we find ourselves talking more and having more meaningful conversations.From a business perspective, I think it forces brands to completely rethink their communication strategy – how they communicate, who they communicate with, and what they communicate. Quite apart from showing empathy and contributing to the community effort where they can, a lot of businesses are focussing their communications on existing customers and customer care rather than acquiring new customers, which I think is the right approach. I can’t imagine any business at this time would indiscriminately push promotional campaigns. As a business, I would want to take care of my existing customers, make sure they are ok and that they have confidence in the product and the means to continue to buy my product or engage with my service, whatever it may be. So there’s a clear shift from sales messaging to customer care.<h2 style="text-align:justify;">Going digital for the first time</h2>Lots of businesses are also now dipping their toe into the digital space for the first time. It’s obvious why – the brick-and-mortar shops are closed, so of course, they’re forced to focus on digital.&nbsp;Those just starting out with digital should choose a communication method that’s personal, interactive and engaging. You shouldn’t just be sending out blanket newsletters via email marketing. No one wants to receive them at the best of times, let alone now. Rather, you want a channel where users can answer back, and engage with the brand by asking for info, help, or to try a new range of products/services. Only messaging can offer this kind of real-time response. It’s a dual-way of communicating, rather than one-way. If you want to respond to marketing emails, you need to look for a customer care email address or phone number… it’s a hassle. We’re all at home, we’re all in communication mode, is that the right strategy to pursue? Probably not.Now that most brands don’t have a physical presence, it’s more important than ever to establish a dialogue with your customers. Forward-looking brands understand this. And if your customer care workers can’t come to work because of social distancing or they’re self-isolating? That’s why god created chatbots. It doesn’t take months or even weeks of development to create a basic chatbot. So you can – and should – still help out your customers during this difficult time.<h2 style="text-align:justify;">Staying safe</h2>Security is another thing to consider. You want to be sure that whatever channel you use, you have the same peace of mind as you would during an in-person chat. If you’re worried your conversation isn’t private, it adds unnecessary stress. And I think we all have enough stress in our lives right now.Evidently lots of people agree, as we’ve seen Viber use quadruple in the last month. And that’s just peer-to-peer messages, it doesn’t include people communicating with brands. But that’s increased too, which goes against the grain for this time of year.<h2 style="text-align:justify;">The new normal?</h2>It’s too early to speculate, but the current situation could have long-lasting effects on how we communicate. A lot depends on where we are economically speaking once we get out of this. But I would imagine messaging apps will be the go-to choice for customer care in an omnichannel strategy. A lot of companies have had their hands forced to adapt to this new reality, and so they’ve incorporated messaging into their strategy at a much more rapid pace than they usually would have – we’re talking under a month for what would normally take them three to four months. Once they see what can be done, they could well continue like this after the crisis, because it’s more cost-effective, gets higher rates of engagement, and it’s a lot more personal. Why would they go back?If we assume that this crisis will have a very strong economic impact, a lot of consumers will be reluctant or unable to go back to their previous purchasing patterns. They won’t revert to the type of mass consumption from before the crisis, but will be much more careful about what they buy. This means they will demand personalised offers, personalised services, and the personalised marketing approach that messaging gives you.&nbsp;They will have more choice too – a lot of these smaller companies have a head start, because they’re a lot more advanced in terms of digital communications compared to more established, traditional players. Traditional companies will have to work hard to catch up. It could level the playing field somewhat, which would be good for consumers.However the current crisis plays out, it’s obvious messaging has an important part to play for both consumers and brands alike.

Chatbots and personalisation: the impact of COVID-19 on communication

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