Concentrix Indonesia triumphs at Indonesia Technology Excellence Awards 2025

The company’s ixHello platform delivered 50% year-on-year revenue growth for a global travel and hospitality client across Asia.

Concentrix Indonesia won in the AI - Business Services category at the Indonesia Technology Excellence Awards 2025 for developing ixHello, an in-house artificial intelligence platform that transformed sales and service operations. The initiative helped a global travel and hospitality client record a revenue increase through structured improvements in knowledge management, workflow design, and agent performance.

The project began at one delivery site serving a single market. Following strong initial results, it expanded to three locations across East and Southeast Asia, covering multiple languages and customer types. Built locally, ixHello generated real-time, AI-curated knowledge that replaced manual searches and static reference materials. Advisors gained quick access to accurate content, allowing faster and more precise customer handling.

To strengthen productivity, Concentrix Indonesia integrated ixHello with an in-house dialler that applied refined connect strategies. This adjustment increased call efficiency, enabling advisors to spend more time engaging customers and less time waiting between connections. A compliance framework maintained quality and reduced operational risks across sites.

The company also introduced gamified learning modules supported by AI-driven feedback. These modules simulated real customer interactions and provided measurable progress tracking. As a result, new advisors achieved full proficiency faster, and teams maintained high engagement even in large-scale environments.

Revenue for the client rose 50% within a year, driven by higher agent productivity and improved service delivery. Error rates fell sharply, and real-time data collection enhanced visibility across operations. The disciplined approach to testing and rollout allowed ixHello to serve as a replicable model for multilingual and multi-market deployments.

The Indonesia Technology Excellence Awards recognises groundbreaking technological projects and initiatives. It celebrates visionary leaders who are driving digital disruption, spearheading the tech revolution, and transforming industries through innovation.

The Indonesia Technology Excellence Awards is presented by Asian Business Review. To view the full list of past winners, click here. For more information, please contact Shela Ramos at +(65) 3158 1386 ext. 227 or [email protected].