Infomedia’s AI push wins Frost & Sullivan honor — a practical step forward for customers

A formal award that points to real customer changes

PT Infomedia Nusantara said it received Frost & Sullivan’s 2025 Indonesian Customer Experience Management Services Company of the Year award, with the research firm pointing to the company’s progress in digital transformation and AI-driven customer engagement. The recognition emphasizes Infomedia’s move from classic call-centre work toward smarter, software-first services — things like automating routine tasks, routing customers faster, and giving agents AI guidance in live calls. For customers, the company says this should mean shorter wait times and fewer transfers; for Infomedia, the award raises its visibility with buyers who are picking vendors based on technology and measurable service improvements.

Why the recognition matters beyond a press release

A prize from a well-known analyst group carries more weight than a marketing line. Frost & Sullivan looks at how a firm executes its strategy, the value it delivers to customers, and how it stacks up versus peers. That matters because corporate buyers of customer experience services care about outcomes — lower handling times, fewer repeats, and clearer reporting — not just glossy demos. The award signals that Infomedia’s investments are producing the kinds of operational changes procurement teams can measure. It also matters for partners: vendors and platform providers often prefer to work with service firms that can implement modern tooling, not just operate phone rooms.

How Infomedia says it pulled this off — practical tech, not hype

The company’s public statement points to a short list of concrete upgrades. First, it has layered intelligent automation across routine contact paths. That means simple tasks — balance checks, status updates, or appointment confirmations — are handled by bots or guided flows, so human agents focus on tougher calls. Second, Infomedia has upgraded core CRM and case-tracking systems to keep customer history visible across channels, cutting the “tell your story again” problem customers hate. Third, it has rolled out AI-driven agent assistance: real-time prompts, reply suggestions, and next-best-action cues that speed decisions during live conversations.

Infomedia also highlights analytics that spot trends and flag repeat issues, plus tools for smarter outbound engagement like targeted reminders. In plain terms: the firm is combining automation to reduce manual work, CRM fixes to keep information handy, and AI to make agent interactions faster and more consistent. That mix is familiar in other markets, but the key point Frost & Sullivan flagged is execution — turning those building blocks into measurable service gains.

Where Infomedia sits in Indonesia’s CXM and outsourcing space

Indonesia’s market for customer experience and business process services is growing as banks, telcos and e-commerce firms push digital services. Local players compete with regional outsourcers and a steady stream of software firms offering cloud contact-centre platforms. Infomedia’s strength is that it pairs traditional outsourcing scale with newer software and AI tools — a useful bridge for companies that want to modernize without ripping everything out at once. For buyers, that positioning can reduce migration risk; they get modern features sooner while keeping established service teams in place. For partners, Infomedia can be a route to local customers who want both hands-on service and smarter tooling.

What this means now, and what to watch next

The award validates Infomedia’s direction: more automation, better CRM, and practical AI in service flows. For clients, the immediate upside should be fewer routine delays and clearer service data. For partners, it makes Infomedia a more attractive implementer of third‑party platforms. Limits are worth noting: a recognition is not the same as independent performance metrics, and the proof will come from customer results over months, not a single announcement. Watch for follow-up reporting on improved handling times, customer satisfaction scores, and case studies showing tangible savings — those will show whether the award reflects lasting operational change or early-stage progress.

Sources

• prnewswire.com