FWD Life Insurance Plc (FWD Insurance) has secured success in service innovation by leveraging technology to enhance its customer service centers. The company received two significant regional awards at the Contact Center Asia Pacific Awards 2023 in Malaysia: the Technology Innovation Award (Gold level) and the Contact Center Operation Award (Silver level). These accolades underscore FWD Insurance’s commitment to continuously improving and providing the best customer experience through a customer-led approach.
FWD Insurance was presented the Technology Innovation Gold Level award for implementing the Voice Bot system—an intelligent AI conversation voice. This innovation significantly enhances service efficiency, enabling around-the-clock customer service without the inconvenience of prolonged wait times.
The Contact Center Operation Silver Level award recognizes FWD Insurance’s sustained success in leveraging the Unified CRM system. This system seamlessly integrates customer service data across all systems and channels onto a single platform, facilitating a comprehensive understanding of each customer and enabling swift responses to their needs. The incorporation of Robotics Process Automation (RPA) further raises the bar, resulting in expedited and more efficient automation.
Eligible organizations for participation in the Contact Center Asia Pacific Awards 2023 are those that have previously secured the Gold Award from the Contact Center Association at the national level. The awards are categorized into five areas: Contact Center Operation, Business Contribution, Customer Experience, Employee Engagement, and Technology Innovation.
