Independent platforms
Infobip Reviews
According to independent reviews, Infobip averaged at 3.8 out of 5, which is around an average score for the reviewed SaaS platforms. Whether Infobip is a good SaaS solution for your business depends on the specific features you need, scale, budget, and other factors. Check website performance, real use cases, and user feedback for a more objective evaluation.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.6 | 14 |
| G2 | 4.3 | 58 |
| Gartner | 4.6 | 114 |
| GetApp | 4.6 | 14 |
| Glassdoor | 3.7 | 906 |
| GoodFirms | No reviews | No reviews |
| Software Advice | 4.6 | 14 |
| Trustpilot | 2.0 | 24 |
| TrustRadius (out of 5) | 3.7 | 2 |
| Weighted Average Rating | 3.8 |
See also: What Made Us Choose Sources for Expert Score?
Infobip Social Media
Infobip Traffic & Engagement
Curious how users actually find and interact with Infobip? The table below covers traffic sources, user engagement, and other key infobip.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 1011552.0 | 8.22 | 399.4 | 0.53 | 43% | 25% | 0.40% | 4.7% | 0.06% | 2.9% |
Infobip Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Infobip connects with platforms like Salesforce, ServiceNow, and HubSpot, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Salesforce
- ServiceNow
- HubSpot
- Microsoft Dynamics 365
- Shopify
- Slack
- Zapier
- Oracle
- Marketo
- Jira
Infobip Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Infobip actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Yes |
| Real-Time Reporting | Yes |
| Professional Recordings | Not verified |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Not verified |
| Call Filtration | Not verified |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Yes |
| CRM | Yes |
| CPaaS | Yes |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Infobip’s Speech Recognition captures spoken input during IVR calls and matches it against predefined words or phrases to branch the call flow accordingly. Callers can say what they need instead of pressing buttons — and the system routes them based on what they actually said. For contact centers handling high inbound volumes, reducing the keypad friction at the first step shortens resolution time and lowers abandonment rates before a single agent is involved.
Toll-Free Numbers
Infobip provisions toll-free numbers for both SMS and Voice, available via its self-serve Numbers platform or API. Businesses can offer customers in key areas a free incoming line, and Infobip can handle both the setup and regular fees. There’s no need for separate carrier contracts. For businesses that work in more than one country, the app handles local, national, and toll-free calls all in one place, so they don’t have to switch providers for each country.
Real-Time Reporting
Infobip’s Conversations platform delivers live dashboards tracking CSAT, resolution times, and agent productivity across every channel in real time. Supervisors can see queue depth, agent workload, and SLA status as they change — not in the next morning’s report. For contact centers managing voice, messaging, and chat simultaneously, that live visibility is what makes mid-shift adjustments possible before problems compound into service failures.
Interactive Voice Response (IVR)
Infobip’s IVR supports both inbound and outbound scenarios, with keypad selection, voice recognition, pre-recorded messages, text-to-speech, and dynamic personalization using customer data from the People CDP or external systems via API. For contact centers that need IVR to do more than play a menu — authentication, order tracking, post-call surveys, multilevel routing — Infobip’s flow-based builder handles complex deployments without requiring dedicated telephony engineering on every update.
Call Recording
Infobip records voice and video calls for compliance, quality monitoring, and coaching — with recordings stored in Infobip cloud storage and retrievable via API or portal. Recording can be configured at the account level, per SIP trunk, or started and stopped programmatically at any point during a call. For industries where call archiving is a regulatory requirement, that level of programmatic control over recording scope and retrieval is exactly what compliance teams need.
Call Analytics
Infobip provides real-time analytics on call duration, handling time, answer rates, and delivery outcomes across every voice interaction. The Analyze module generates Detailed, Communication, Performance, Financial, and Conversations report types — covering both raw call data and operational performance metrics. Because data is also accessible via API and webhooks, teams can route it into their own BI tools rather than being locked into a single reporting interface.
Automatic Call Distribution (ACD)
Infobip’s Conversations contact center supports automatic agent assignment with configurable distribution modes — load balancing, round robin, and performance-based — all managed at the queue level. Calls are automatically routed to the right agent or department across voice, Viber, and WhatsApp Business calls, reducing unnecessary transfers and minimizing wait times. Backup queues and defined waiting strategies handle overflow when no agents are available, preventing dropped interactions during peak periods.
API and Third-Party Integrations
Infobip integrates natively with Salesforce, ServiceNow, HubSpot, Microsoft Dynamics 365, Shopify, Slack, Zapier, Oracle, Marketo, and Jira — with SDKs for all major programming languages. With 800+ direct carrier connections and a platform covering SMS, voice, RCS, WhatsApp, and email, Infobip’s integration layer connects communication data directly to the tools teams already use. Unlike competitors that rely on third-party middleware for key integrations, Infobip’s connectors are documented and maintained as first-party products.
Pay-Per-Call
Infobip’s voice channel uses a pay-as-you-go model for both inbound and outbound calls, with per-minute pricing calculated via a live calculator on its pricing page. There are no floor commitments on base usage — you pay for what you use, per call, per minute. For businesses with variable or seasonal call volumes, this removes the risk of unused capacity costs that come with seat-based contact center pricing from competitors like Talkdesk or Mitel, where monthly minimums apply regardless of actual usage.
CRM
Infobip’s People is a Customer Data Platform that stores unified customer profiles, interaction history, and behavioral data across every channel — and connects directly to Infobip’s IVR, contact center, marketing automation, and chatbot tools. Unlike bolt-on CRM integrations, People is the native data layer for the entire platform, meaning customer context flows automatically into every interaction without manual sync. Agents get full history before they pick up; IVR flows personalize dynamically based on the same data.
CPaaS
Infobip has been named a Leader in the 2025 Gartner Magic Quadrant for CPaaS, positioned furthest in Completeness of Vision. Its platform reaches over 7 billion mobile devices across 6 continents, connected to 9,700+ network connections of which 800+ are direct operator connections. Founded in 2006 in Croatia, Infobip competes directly with Twilio and Sinch at enterprise scale — but with a broader SaaS layer (contact center, chatbot, CDP, marketing automation) built natively on top of its CPaaS infrastructure, rather than acquired or bolted on as separate products.
Infobip Call Management Pricing Overview: How Much You’ll Pay
- Inbound Call per Minute: $0.01
- Outbound Call per Minute: $0.04
- Minimum Price per Month: pay-as-you-go (no fixed monthly minimum); enterprise plans on request
Average Performer in Call Management: While it provides basic call management features, Infobip lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Infobip?
Positive reviews:
“Omnichannel allows us to connect with customers across multiple channels, making segmentation straightforward and providing us with more options to engage. Integration is also easy.” – Karthikeyan D. ⭐⭐⭐⭐☆ January 7, 2026
“Infobip is a complete marketing communication tool with an amazing interface and UI & UX which makes the platform easy to use and navigate, even for the first timers. The analytics part is also very good and gives us a brief idea about the campaign success ratio.” – Saurav S. ⭐⭐⭐⭐⭐ August 9, 2023
Negative reviews:
“Their support! The only way to log a support issue is via email and there is no acknowledgement that the ticket has been received. But worst of all, it will take several days before getting a reply, if at all!” – Verified User in Information Technology and Services ⭐☆☆☆☆ March 26, 2024
“The customer service offered by infobip could be improved, the response times are very slow, it takes up to 3 days to solve technical problems, that is a long time to not be able to execute pending campaigns, the sales representative frequently changes, which makes you have to explain your process again to the new person who is in charge of your account.” – Stephan C. ⭐☆☆☆☆ April 25, 2023
Positive reviews:
“Using Infobip tool help us manage multiple communication, with automated and flexible flow set-up.” – Marketing Manager ⭐⭐⭐⭐☆ December 19, 2025
“We have been working with Infobip for well over 5 years now and we have had nothing but amazing service, specifically with our account manager Shaun. The product in terms of functionality is the “Rolls Royce” of our industry. Myself as a project manager wouldn’t use any other system for our clients if it weren’t for a budget constraint from our client.” – IT Manager ⭐⭐⭐⭐☆ December 12, 2025
Negative reviews:
“The service provider we previously used was acquired by Infobip. During the SMS /MMS migration to Infobip’s platform, we encountered numerous outages. Billing issues, service downtime and lack of visibility into the API integrations caused us to move services to another SMS provider.” – Manager II, IT Tech Ops ⭐⭐☆☆☆ April 12, 2023
Positive reviews:
“Great work life balance. Good company atmosphere means coworkers are nice and supportive. Big stack means you can work with a wide range of technologies.” – Sre/devops engineer ⭐⭐⭐⭐⭐ January 23, 2025
“Great environment, collaborative colleagues, good benefits, interesting and challenging projects.” – Team lead ⭐⭐⭐⭐⭐ January 14, 2026
Negative reviews:
“Low salaries, even for a similar role in the same city. Our top management changes constantly; it changes more than once a year. We have a lot of feedback loops per year, but no critical issues were fixed. Additionally, we introduced some BS like Unfix that really doesn’t change our processes and feels like a gimmick.” – Senior software engineer ⭐⭐⭐☆☆ January 12, 2026
“The company somteimes loses strategic direction, And low tech support.” – Account manager ⭐⭐⭐☆☆ January 9, 2026
Positive reviews:
“Infobip provides a holistic package to reach out to different channels using organization-specific business rules that can be customized. That’s a big plus point. Personally, having access to our Account Manager who is dedicated to supporting our business throughout is a wonderful experience. I am also grateful for her top of the class product knowledge and patience as I went through the process of understanding how the system works in the shortest time possible.” – Sylvia W. ⭐⭐⭐⭐⭐ December 2020
“It’s a great tool for marketing purposes, but they should improve on the response time on issues raised.” – Eva K. ⭐⭐⭐⭐⭐ July 2021
Positive reviews:
“I had a great experience and everything is working smooth. Great service, great support and great performance.” – Андрија Ћулафић ⭐⭐⭐⭐⭐ January 26, 2026
“I have built a chat solution for one of my agency’s clients. The solution works great so far, I have nothing else to comment.” – Madalin Durca ⭐⭐⭐⭐⭐ May 26, 2025
Negative reviews:
“Support are scamm and the company was scam money i send him kyc is say requierd to get usa servers more than month support not answered and tok from my paypal 1000$ no one work with this scams.” – Nunus Nunuss ⭐☆☆☆☆ January 28, 2026
“I wanted to integrate Infobip TXT service with Microsoft Dynamics, I setup the integration, but the texts were getting as far as Infobip and stopping, even for verifies numbers, I raised a support request but nothing back from them in over 3 weeks, so I moved on!” – NeilB ⭐☆☆☆☆ December 3, 2025
Positive reviews:
“I started using it for trans SMS and then elevated it to WhatsApp, automation, and RCS. Infobip teams are early adopters of new channels and help organizations to reach out to customers with an omnichannel experience.” – Manan Shah ⭐⭐⭐⭐☆ April 29, 2022
“OpenMarket is a top tier aggregator for SMS/MMS services. We primarily use OpenMarket to provide shortcodes, and text enabling phone numbers to a dedicated client. OpenMarket supports SMPP as well as HTTP integration. OpenMarket helps us solve the business problem of supporting enterprise SMS and MMS at scale, in a wholesale way.” – Verified User ⭐⭐⭐⭐⭐ June 26, 2017
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
