Global communications platform Infobip has reported record-breaking communications interactions during Cyber Week, underscoring the rising importance of Rich Communication Services (RCS) and conversational experiences. The platform recorded 11.6 billion communications interactions between Friday, 29 November, and Monday, 2 December, representing a 41% increase compared to last year.
The data highlights a growing preference for conversational experiences, where customers can seamlessly complete entire journeys—from browsing to purchasing—on a single channel. This year, SMS, email, and WhatsApp together accounted for 5.5 billion interactions. Notably, email interactions saw a substantial 94% increase compared to 2023. As anticipated by Infobip, RCS interactions also rose significantly, solidifying its role as a key channel for retailers globally. During Cyber Week, RCS interactions increased by an impressive 349% compared to the previous year.
The data further revealed a notable increase in interactions on Saturday, 30 November, and Sunday, 1 December, with over 5.1 billion interactions recorded, up from 3 billion during the same period in 2023. This trend highlights the growing efforts of businesses and brands to engage cost-conscious consumers beyond Black Friday and Cyber Monday alone.
Ivan Ostojić, Chief Business Officer at Infobip, said: “Our data confirms our predictions that RCS would become a critical channel for businesses and brands this year as they sought to deliver rich, personal, and conversational experiences for their customers. As our data also shows, consumers are interested in shopping during the entire week and month of November and not just on Black Friday or Cyber Monday, with a 70% increase in interactions on Saturday and Sunday this year compared to last. Moreover, our data shows that Infobip helped businesses and brands complete successful and prompt consumer journeys and commercial transactions without fail.”
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections, of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić, and Izabel Jelenić.
Recent award wins include:
• Infobip was named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024).
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024).
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as the number one Communications Platform as a Service (CPaaS) provider in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023).
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023).
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
