Updated: Dec 5, 2022
Infobip and Data Cohorts Collaborates to Transform Customer Experience within Malaysia Life Insurance Market
Partnership to deliver comprehensive CPaaS, SaaS and data management solutions to help businesses deploy go-to-market solutions and accelerate their digital transformation journey
Industry first joint offering sets to digitally transform the financial services and insurance market in 2022
Kuala Lumpur, Malaysia – 1 June 2022 – Global cloud communications company Infobip has inked a partnership with Data Cohorts, market leader in Customer Communications Management and Business Process Outsourcing to offer the financial services and insurance industries a unified communications platform to enhance customer service experience through digital solutions.
Infobip’s complete joint solutions comprising of CPaaS and SaaS capabilities are now offered alongside Data Cohorts products that will further enable life insurance companies to efficiently deliver a personalised omnichannel customer engagement experience. This partnership comes in timely with ongoing trends in the sector, where 25% of the insurance industry will be automated in 2025 by AI and machine learning, as reported by McKinsey & Company.
Data Cohorts, a provider in Data & Compliance Print Outsourcing services, will leverage on Infobip omnichannel communication solutions to help insurance providers engaged customers on their preferred channels. The range of solutions offered by Infobip include Conversations, Answers, and Moments, allow Data Cohorts clients to communicate with their customers be it through offline, online, on the web or through mobile platforms. This deployment will also accelerate insurance providers to have a kickstart in their insuretech offering, in meeting the changing needs of consumers due to digital consumption behaviours.
As demand for personalised engagement from consumers continue to grow, the insurance industry is of no exception and brands have to explore the potential of omnichannel and AI-based chatbots to deliver swift and accurate responses to customer queries paired with a human touch. This is supported in a report titled A Year of Disruption: Managing Increasing Complexities in Customer Service released by Infobip, where 46% of respondents cited insufficient digital support by brands across industries to effectively utilise available digital platforms.
By integrating Infobip expertise with Data Cohorts Total CX Automation, an all-in-one customer hub, the partnership aims to address this ongoing customer pain point to help businesses design, manage, and deliver real-time communications to its customers. This offering is also designed to help brands realise their digital transformation vision faster, subsequently driving their bottom-line that is derived from greater customer satisfaction.
George Ni, Regional Director of Partnerships and Alliances APAC Infobip, shared that “Deploying an omnichannel solution is essential for brands in consumer communications today, which has been defined by the diverse preferred communication platforms of consumers. Driven by customers’ expectations, the Malaysian insurance industry is also expected to deliver a superior customer experience, as consumers today expect brands to have an ‘always-on’ and personalised communications approach, to help resolve their queries faster. To address this, we are excited to partner with Data Cohorts to deliver a total solution requirement for the industry, to help brands achieve their business goal in this digital landscape while speeding up their digital transformation journey.”
Hor Yew Jin, Co-founder and Chief Executive Officer at Data Cohorts said, “By integrating Infobip’s expertise in CPaaS and SaaS communication solutions, we can provide a wider range of offering to incisively address our clients’ challenges, to effectively communicate and establish meaningful relationships with their customers. Through this partnership, our clients have the flexibility and scalability to deploy the omnichannel solution that they have envisioned and tap into new market opportunities. As a market leader in customer communications management and business process outsourcing agency, partnering with Infobip is a testament in our continuous efforts to seek innovative solutions to benefit our clients.”
Infobip is a global cloud communications platform that enables businesses to build connections across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, contact center, chatbot and identity solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over fifteen years of industry experience, Infobip has expanded to 70+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries, connected directly to over 700 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
Recent recognition includes:
Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
Infobip recognised as the established leader in Juniper’s Competitor Leaderboard for CPaaS, 2021
Infobip ranked leading service provider in the mobile messaging space by Juniper Research in its new Competitor Leaderboard, 2021
Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report 2021
Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards
About Data Cohorts
Data Cohorts (DC) is a data centric Business Process Outsourcing company, which specialises in Data Intelligence, Data & Document Processing services, Customer Communications Management solutions, e-Messaging gateway, and secured Data Printing & Scanning services. The company offers a holistic range of digital communication solutions to help companies within Malaysian and the wider APAC region to achieve their digitalisation strategy, providing solutions that have been certified by local governance and risk compliance regulatory standards. Today, DC is at the forefront in providing digital solution excellence and efficient delivery of services, with varying degrees of technological advancements and complexities.
For further information, please contact:
Burson Cohn & Wolfe Malaysia
Edward Chin / Weixien Toh / Inwie Hooi
+6014-944 4600 / +6017-612 2280 / +6010-890 4588