VideoCX.io 'follow.us' Broadcast Messaging Solution Resolves Agent Communication Challenges for Insurers Using AWS

VideoCX.io offers an enterprise-grade video meeting platform used by more than 50 financial services companies in India. In a recent analysis, the company discovered that Indian insurance companies faced a challenge—emails and SMS messages have become so prevalent that they often get lost in the sea of spam, resulting in extremely low open rates. This was problematic because insurers rely on agents to sell up to 78 percent of their policies, and these emails contained crucial product information.

In conversations with its customers, VideoCX.io found that many of them had turned to messaging platforms like WhatsApp to reduce their reliance on email. However, these platforms had several drawbacks, including high costs, security concerns, and character count limitations. To address the challenge and enhance communication between insurance companies and agents, VideoCX.io started developing an advanced broadcast messaging platform, follow.us. The platform would seamlessly integrate with companies’ mobile apps and portals, facilitating the distribution of text, audio, and video content in multiple languages. follow.us would also offer a detailed dashboard to track message open and read rates.

For follow.us to be effective, the platform required a scalable backend infrastructure capable of disseminating millions of messages within minutes. Rudrajeet Desai, founder and chief executive officer of VideoCX.io, explains, “We needed a platform that was secure and simple to integrate, minimizing the amount of code needed.”

To build follow.us, VideoCX.io turned to Amazon Web Services (AWS), implementing solutions like Amazon SQS, a fully managed message queuing system, to efficiently send, store, and receive messages between software components. It also uses AWS Media Services to facilitate the seamless broadcasting of video messages. "AWS Media Services takes care of everything, from streaming and compatibility to bandwidth optimization, framing, and content analytics,” says Desai. 

In addition, VideoCX.io adopted Amazon Translate to automatically translate messages from Hindi or English to local Indian languages for agents. It further simplified integration by developing an API with just 40 lines of code—a stark contrast to the thousands of lines that make up most messaging platform APIs. Desai states, "With a straightforward API, customers can integrate follow.us within two days."