KUALA LUMPUR: Global cloud communications platform Infobip says it has recorded a marked increase in omnichannel messaging in its platform for the finance and fintech sector.
In its Messaging Trends Report 2025, the company said there was a 178% surge in video and voice interactions, a 17% increase in Whatsapp engagements and 376 million interactions on its platform, highlighting that businesses embracing intelligent, omnichannel messaging have an advantage in retaining customers.
“Malaysian consumers today expect brands to meet them where they are—whether on WhatsApp, through real-time video consultations, or via AI-powered chat.
"It is no longer just about responding to inquiries but proactively engaging customers with personalised, frictionless experiences that build trust and drive conversions," said Infobip vice-president and general manager of Apac and Eurasia Ruslana Reznikova in a statement.
The report also reveals a 147% rise in email interactions across the
Asia Pacific (APAC) region, and a 70% increase in mobile app interactions.
"At Infobip, our job is not just to observe these trends, but to empower businesses to leverage them. The data from our Messaging Trends Report this year proves that messaging is no longer just a communication tool; it is the backbone of business growth in Malaysia.
"With our cutting-edge technology and deep market expertise, we are committed to helping businesses create smarter, more connected customer experiences that drive real impact,” said Reznikova.
