India, July 2024: Kapture CX – a Gen AI-powered CX automation platform has recently achieved yet another milestone of recording a 100% year-on-year growth rate in the Indonesian market as part of its business growth strategy. Forayed in 2023, the platform has acquired a massive chunk of the market by doubling the client base within the first year of its operations and building a local team dedicated to support growing operations.

Indonesia’s market for CX solutions is growing at an unprecedented pace, owing to increasing digital adoption by businesses that present a significant growth opportunity for Kapture CX. The platform’s experience in serving a diverse clientele across the globe, combined with the country’s highly skilled workforce solidifies the platform’s position to be a forerunner in delivering customised solutions and expanding operational capabilities.

Commenting on the growth scenario, Gaurav Juneja, CRO of Kapture CX said, “While expanding foraying into the Indonesia market, we understood there is a strong need for a verticalized CX solution to begin with, especially in retail, BFSI and travel sectors. To catalyse sector-wide innovation, we presented Indonesian clients with unique solutions that empowered the enterprises to leverage their full potential with excellent customer experience to thrive in the global landscape.”

The exponential growth of Kapture CX is attributed to a slew of advancements carried out in the Indonesian market. The platform introduced tailored solutions including multilingual support and compliance to build an unhindered customer communication system. Simultaneously, it adopted effective strategies to increase marketing outreach, brand awareness and customer engagement.

To meet the market dynamics, Kapture CX focused on understanding the nuances of Indonesian consumers by offering hyper-personalised solutions. In tandem, the platform implemented advanced Generative AI solutions to enhance personalization through AI-powered chatbots, recommendation engines, and sentiment analysis. These transformative solutions helped customers in the optimization of customer interactions across multiple touchpoints including email, call, chat, etc. Subsequently, it led to higher engagement and satisfaction among Indonesian business enterprises.

Delighted with Kapture CX solutions, Mutiara Muslim – Digital Office Manager, Anteraja said, “With Kapture’s centralized solution and powerful features, we have made our operations more efficient and significantly reduced costs by consolidating various products into one platform.”

Within the first year of operations, Kapture CX successfully partnered with major GSIs and established a strong presence across major marketplaces such as SAP Store and Google Cloud Marketplace. The platform already dominates diverse sectors in the market including retail, eCommerce, travel, financial services, logistics and many among others, acquiring prominent clients such as Mr. DIY, Golden Rama, Mitraruma, Digimap, SAP Express, Anteraja and many more.

In its forward-looking bets, Kapture CX is projecting to achieve a 100% growth in revenue from the Indonesian market and doubling the headcount to support operations. Along with strengthening more partnerships with local firms, the CX platform will also continue to expand its client portfolio in retail, BFSI, travel, consumer durables, etc.