Heaptalk, Jakarta — NXCloud, a provider of cloud-based communication platforms, introduced its AI-powered omnichannel platform, AICC, at the 2nd Festival of Digital Innovation (FDI), held at the BSD City Marketing Office in Tangerang on August 22-23, 2024.
Vivian Li, NXCloud CMO, explained that the AICC is a unified AI-powered platform designed to deliver a personalized and seamless customer experience. The platform integrates various communication tools, including chat, voice, SMS, and email, with contact center applications such as interactive voice response (IVR) systems and automatic call distribution.
“We originally started as a mature communication platform as a service (CPaaS), and now we have evolved into an omnichannel enterprise. By participating in this year’s FDI, we aim to introduce our services to more people and potential customers,” Vivian told the Heaptalk team at the event in Tangerang (08/22).
Boosting costumer interaction up to 270%
Entered Indonesia last year, AICC has been adopted by several entities, including financial service companies. The platform has proven its ability to boost customer interaction volume by up to 270%, as demonstrated by a use case with a debt collection firm in Indonesia. Its connection rate exceeds 20%, with a low call loss rate of under 2%. AICC can handle approximately 60% of routine tasks.
Additionally, NXCloud has been promoted to the premier level as an official business solution provider (BSP) for WhatsApp. The platform partnered with Vietnam’s Zalo and Viber to expand its omnichannel network. The company offers customization and localization services for its partners, including security and privacy matters. Vivian stated, “Choosing us means companies can access the best resources and channels to reach their potential clients. We are eager to expand our business in Indonesia, as it is undoubtedly the largest market in the APAC region.”
Vivian further mentioned that NXCloud plans to target the telecommunications and financial services sectors, given the country’s vast market potential. Many companies in Indonesia still rely on traditional contact centers, which are costly. “Our AI system can significantly reduce costs and enhance customer connections,” she concluded.
