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Adobe enables engagement through conversational messaging channels with Sinch partnership

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Adobe is getting in on the conversational commerce trend as it looks to “reimagine global marketing engagement with mobile users through one- and two-way campaigns across a broad array of chat messaging applications” with the launch of Adobe Journey Optimizer.

Leveraging the power and flexibility of Sinch’s underlying omnichannel Conversation API, Adobe Experience Cloud customers can now drive interaction over conversational messaging channels without leaving Adobe Journey Optimizer, a new application within Adobe Experience Cloud.

Adobe Journey Optimizer, natively built on Adobe Experience Platform, combines unified, real-time customer profile; journey orchestration; message authoring; centralized offer decisioning; and artificial intelligence (AI) and machine learning (ML) to enable brands to personalize the customer journey. Journey Optimizer will allow brands to intelligently determine the next best interaction with scale, speed, and flexibility.

With Sinch, Adobe Journey Optimizer customers can easily and intelligently integrate mobile messaging into any communication at any stage of the customer journey.

Sinch’s Conversation API enables brands to build, enrich and optimize omnichannel customer interactions. It provides 100 percent reach with a single API for multiple channels. Conversation API allows enterprises to view one profile, maintain conversation context, and add personalized content.

Gartner says that 50% of businesses will spend more on Conversational Applications in 2021 than on mobile apps.

“This furthers Sinch’s collaboration with Adobe and provides Adobe customers the ability to transform their mobile customer experiences,” says Vikram Khandpur, Sinch’s SVP, Product Partnerships and Integrations. “It’s gratifying to produce a solution that will help thousands of enterprises connect with billions of consumers.”

“Conversational messaging is a huge paradigm shift taking place in the communication between brands and consumers,” said Sunil Menon, Senior Director of Product Marketing for Adobe’s Customer Journey products. “We are pleased to be able to partner with Sinch and give Adobe Journey Optimizer customers the option to leverage this integrated capability via Sinch’s Conversation API.”

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