Infobip
Case Studies
KINZ: Streamlining Data Validation and Client Authentication with Omnichannel Communication Platform
Overview
KINZ: Streamlining Data Validation and Client Authentication with Omnichannel Communication PlatformInfobip |
Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms | |
National Security & Defense Telecommunications | |
Quality Assurance | |
Personnel Tracking & Monitoring Real-Time Location System (RTLS) | |
Operational Impact
The implementation of Infobip’s single platform resulted in a unified omnichannel communication approach that significantly improved KINZ's data validation and verification process. The platform enabled friction-free collection and unification of data, automatic real-time data updates, and a seamless validation process with IVR via Voice and WhatsApp Business as a failover. The automation-human hybrid approach empowered agents to deal with more complex queries, improving their efficiency by 20%. The two-factor authentication (2FA) over SMS during signup ensured a secure customer experience and data protection. Overall, the new system led to a 50% reduction in operational costs and a 30% conversion rate. | |
Quantitative Benefit
50% reduction in operational costs | |
30% conversion rate | |
20% increase in efficiency of call center agent performance | |