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When we started, we had a two-way standoff. Twilio argued customer engagement had stalled because AI hadn’t closed the trust gap. Sinch said the problem was fragmented infrastructure undermining conversations. Then Braze stepped in, suggesting the real issue was that we barely understand the human at the other end of our messages. Each laid out their case clearly, and we called it a tussle.
Now Infobip and Attentive join the conversation, shifting the dynamic from a three-way debate to a noisy town hall.
ICYMI: The Customer Engagement Conversations
- Part 1: Twilio vs. Sinch: The Tussle of Two Reports
- Part 2: Braze Joins the Twilio vs. Sinch Customer Engagement Tussle
- Part 3: From Tussle to Town Hall: Bringing Infobip and Attentive to the Conversation
Infobip: Own the Rails, Then Build the Experience
Infobip’s perspective echoes key points from Twilio, Sinch, and Braze, but it frames customer engagement as a measurable maturity problem. Its report reinforces the brands’ challenges: fragmented tools, disconnected customer journeys, and poorly orchestrated messages.
Like Sinch, Infobip highlights integration and cohesive tech stacks as crucial. Like Twilio, it emphasizes personalization through strategic data use. And, similar to Braze, Infobip sees well-designed conversational experiences as key to deepening trust and customer loyalty.
What Infobip provides is a clear framework that helps brands measure how well they’re integrating technology, managing channels, automating strategically, and using data effectively across the entire customer journey.
Infobip isn’t inventing a new approach; it’s reinforcing and clarifying the best of what Twilio, Sinch, and Braze already argue. And that’s a good thing.
Attentive: Keep It Simple, Make It Convert
Attentive states that engagement has a simple goal: to drive conversions. With a straightforward SMS and email orchestration strategy, it offers marketers rapid testing, quick feedback loops, and measurable results.
Attentive doesn’t claim to solve the entire engagement puzzle; it simply wants to convert the buyer. While Braze may strive for emotional resonance, Attentive is intent on getting customers to click “buy.” And if your priority is performance this week, that might be exactly the kind of clarity you need.
Finally
Bringing Infobip and Attentive into the discussion adds meaningful texture. Twilio and Braze are working through how personalization and empathy can bridge the trust gap. Sinch tackles systemic fragmentation. Infobip doesn’t contradict any of this. Instead, it reinforces it, framing these insights into a clear maturity model. And Attentive reminds us that conversion-driven simplicity still matters.
All these players are competitors, and I wouldn’t want to overstate vendor harmony. It’s not like Twilio is quoting Infobip in its sales pitches or Attentive quoting Braze. But what it shows is that there is broad agreement that engagement isn’t just one thing. It’s all of it, working together. The challenge isn’t picking the best provider; it’s clearly defining which problem you need solved.