Infobip, a global cloud communications company, has partnered with Data Cohorts, a market leader in Customer Communications Management and Business Process Outsourcing, to provide a unified communications platform for the financial services and insurance industries to improve customer service through digital solutions.
Infobip's complete joint solutions, which include CPaaS and SaaS capabilities, are now available with Data Cohorts products, allowing life insurance businesses to create a tailored omnichannel client engagement experience even more efficiently. This relationship coincides with industry trends, with McKinsey & Company predicting that AI and machine learning will automate 25% of the insurance industry by 2025.
Data Cohorts, a provider in Data & Compliance Print Outsourcing services, will leverage on Infobip omnichannel communication solutions to help insurance providers engage 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.
The alliance intends to address this recurring customer pain point by combining Infobip knowledge with Data Cohorts Total CX Automation, an all-in-one customer hub, to enable businesses plan, manage, and deliver real-time messages to their consumers. This service is also intended to assist brands in realising their digital transformation strategy faster, resulting in a higher bottom line as a result of increased consumer 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, and 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.”
