Infomedia Nusantara

What Infomedia Nusantara does

PT Infomedia Nusantara is an Indonesian Digital Customer Experience (CX) partner and business process outsourcing (BPO) company headquartered in South Jakarta and operating as a wholly-owned subsidiary of PT Telkom Indonesia (Telkom Group), a state-owned telecommunications conglomerate. Founded in 1984 (originally as PT Elnusa Yellow Pages) and reorganized into its current form after Telkom's full acquisition in 2009, Infomedia has built a 10,000+ employee organization focused on two portfolios: Customer Relationship Management (CRM) and Shared Service Operation (SSO), serving 800+ enterprise clients and handling 184 million customer interactions per year across 18+ channels.

The company's core technology is the OmniX omnichannel platform — an Indonesian-built product that orchestrates call center, digital, and walk-in service interactions in a single interface, divided into OmniX Sales, OmniX Marketing, and OmniX Services. An SME-oriented variant, OmniX Lite, is offered as a downloadable application. Supporting capabilities are organized under the 3A framework (Automation, AI, Analytics), branded as INFINITE, and integrated with WhatsApp Business (Infomedia is a designated Meta WhatsApp Business Partner), social media management, chatbot, and a Learning Management System. OmniX is supplemented by CRM Consulting, CRM Platform, and CRM Managed Service offerings, plus parallel SSO Consulting, SSO Platform, and SSO Managed Service for back-office digitalization.

Infomedia monetizes through a mix of professional services (CRM and SSO consulting), subscription-based platform access (OmniX/OmniX Lite, SSO Platform), and managed services (outsourced CRM operations and back-office shared services). Go-to-market is hybrid: consultative direct enterprise sales for large clients, dedicated solutions for the UKM (SME) and government verticals, and a self-serve download model for OmniX Lite. Distribution is concentrated in a single domestic market (Indonesia), with no disclosed international footprint, and pricing is quote-based rather than publicly listed.

Name

Infomedia Nusantara

Legal name

PT Infomedia Nusantara

Website

https://infomedia.co.id

Company type

Private

Founded year

1984

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

PT Infomedia Nusantara is an Indonesian Digital CX partner and BPO subsidiary of PT Telkom Indonesia, offering the OmniX omnichannel CRM platform alongside consulting and managed services across CRM and SSO portfolios to 800+ enterprise, SME, and government clients.

Ownership category

akta.pro rank

Product category

Customer Experience Management Services (BPO)

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Management Consulting Services (54161), Office Administrative Services (5611)

SIC

Services-Management Services (8741), Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), CRM Managed Services & Support (BPAEAGAD), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB)

Keywords

• Business process outsourcing
• Customer relationship management
• Contact center services
• Shared services operation
• Omnichannel CRM platform

Headquarters

HQ city

Jakarta

HQ country

Indonesia

HQ region

Asia

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. CRM Consulting: Advisory services for designing and implementing Customer Relationship Management solutions, including platform strategy and process optimization for enterprise clients.
2. CRM Platform (OmniX / OmniX Lite): Subscription-based access to omnichannel CRM platform offering Sales, Marketing, and Services modules, with tiered access for enterprise and SME segments.
3. CRM Managed Service: End-to-end outsourced CRM operations including customer service, digital channel management, and contact center operations handled by Infomedia's workforce.
4. SSO Consulting: Advisory services for Shared Service Operation digitalization and back-office process optimization.
5. SSO Platform: Platform subscription for back-office digitalization and lean operational management.
6. SSO Managed Service: Outsourced back-office shared service operations including HR, finance, and administrative process management.

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

PT Infomedia Nusantara is an Indonesian Business Process Outsourcing (BPO) and Digital Customer Experience (CX) company that delivers Customer Relationship Management (CRM) and Shared Services Operation (SSO) solutions through its proprietary OmniX omnichannel platform. The company provides three delivery models per portfolio unit (CRM and SSO): consulting, platform subscription, and managed services. Its solutions span 18+ communication channels, handling 184 million customer interactions per year for 800+ enterprise, SME, and government clients across Indonesia.

Product overview

Infomedia Nusantara is a Digital CX (Customer Experience) Partner and BPO company offering a unified platform-plus-modules architecture under two main portfolios: Customer Relationship Management (CRM) and Shared Services Operation (SSO). The core product is Omnix, an integrated omnichannel platform divided into three services (Sales, Marketing, Services) that orchestrate all communication channels (call center, digital, walk-in service) through seamless interaction journey. Omnix Lite serves SME businesses with a simplified integrated application. Under CRM, the company offers Omnix, WhatsApp Business Service, Social Media Management System, Chatbot, and Learning Management System. Under SSO, the company offers platform, consulting, and managed services for back-office digitalization. The company also provides AI-powered capabilities through the INFINITE brand and leverages 3A (Analytics, AI, Automation) across all solutions. The company serves 800+ clients managing 184 million interactions annually across 18+ CRM channels.

Differentiator

Problem solved

Functional benefit

Brands

• OmniX: Omnichannel platform that orchestrates all communication channels through seamless interaction journey. Divided into 3 main services: OmniX Sales, OmniX Marketing, and OmniX Services.
• OmniX Lite
• INFINITE
• INSANI (ISH)
• MD Media

Products and services

• OmniX (Omnichannel CRM Platform) OmniX is Infomedia's proprietary Indonesian-made omnichannel CRM platform that integrates 18+ communication channels (call center, digital channels, walk-in service) through a seamless interaction journey. It consists of three modules — OmniX Sales, OmniX Marketing, and OmniX Services — and serves as the unified engagement backbone for enterprise, SME, and government clients.
• OmniX Lite OmniX Lite is a lightweight, downloadable application designed specifically for Indonesian small and medium enterprises (UKM/SME) to manage orders, customer interactions, WhatsApp Business, and social media in one integrated platform. It enables self-serve CRM adoption without requiring full enterprise sales engagement.
• INFINITE (Infomedia AI Solution) INFINITE (Infomedia Insight in Technology Excellence) is the company's AI solution brand, powering intelligent automation and analytics across business operations as part of the AI Revolution initiative for transforming business operations and customer experience.
• CRM Consulting Advisory consulting service for designing and implementing Customer Relationship Management solutions, including platform strategy, process optimization, and customization for enterprise clients across CRM portfolio units.
• CRM Managed Service End-to-end outsourced CRM operations including customer service, digital channel management, and contact center operations handled by Infomedia's workforce on behalf of enterprise clients.
• SSO Consulting Advisory consulting service for Shared Services Operation digitalization and back-office process optimization, helping enterprises transform HR, finance, and administrative functions.
• SSO Managed Service Outsourced back-office shared service operations including HR, finance, and administrative process management delivered by Infomedia's workforce to digitalize and run lean enterprise operations.
• WhatsApp Business Service Authorized WhatsApp Business solution providing verified business accounts (green checkmark) with bot activation for automated customer responses, offered as a standalone service integrated with the OmniX platform.
• Social Media Management System Unified social media management system allowing programmed promotional strategy execution and multi-platform customer interaction management from a single interface, targeted at SME and enterprise clients.
• Learning Management System (LMS) Digital learning platform for skill development that allows access to learning modules anywhere and anytime, supporting workforce upskilling in digital capabilities — particularly for SME (UKM) segment adoption.

Quantifiable outcome

• 184 million customer interactions managed per year across 18+ channels
• +3 more outcomes

Named customers3 records

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

AI capability4 records

Feature8 records

Partnerships

Two partnerships are on record, tiered flagship and core.

• Google CloudflagshipTechnology or Integration · 1 January 2026Infomedia participated in Google Cloud Leaders Connect 2026, where Andri Wibawanto shared the company's AI transformation strategy. The engagement positions Infomedia as a Google Cloud-aligned partner for AI-powered BPO transformation, leveraging Google Cloud's infrastructure and AI/ML capabilities to enhance Infomedia's Omnix platform and INFINITE AI solutions.
• WhatsApp (Meta)coreTechnology or IntegrationDesignated WhatsApp Business Partner, enabling Infomedia to offer verified WhatsApp Business accounts (green checkmark) and bot auto-reply capabilities to enterprise and SME clients. This partnership is integral to the OmniX platform's WhatsApp integration module and WhatsApp Care Basic service offerings.

Scale indicators8 records

Recent moves11 records

Expansion highlights2 records

Direct peers

• Majorel: Customer experience and BPO provider offering omnichannel customer management across voice and digital channels, comparable to Infomedia's CRM managed services portfolio.
• Concentrix Corporation: Large global BPO and customer experience provider offering omnichannel customer management, similar in scale to Infomedia and competing for the same enterprise segment with comparable services-plus-platform delivery.
• Startek: Global customer experience BPO with omnichannel contact center delivery; comparable operating model to Infomedia with similar enterprise client base and digital transformation services.
• TTEC Holdings: Customer experience and digital BPO operator with omnichannel contact center services and CX technology, comparable to Infomedia's consulting + platform + managed service stack.
• Teleperformance: Global leader in outsourced customer experience management and contact center services, directly comparable to Infomedia's BPO/managed contact center model with similar voice and digital channel operations for enterprise clients.

Broad incumbents

• Salesforce (Service Cloud): Global CRM leader whose Service Cloud competes with Infomedia's CRM platform and managed services for enterprise CX workloads, while Infomedia positions as a regional implementation partner.
• Genesys: Major cloud contact center and customer experience platform serving enterprise customers globally, overlapping with Infomedia's OmniX platform capabilities across omnichannel orchestration and AI.
• Zendesk: Broad customer service and CRM platform with omnichannel capabilities; comparable to Infomedia's CRM platform / OmniX SaaS layer and potential competitor for digital CX workloads.
• Five9: Cloud-based contact center as a service provider offering omnichannel routing, AI and analytics; overlaps with Infomedia's OmniX platform across digital channels and CCaaS-style deployments.

Regional players

• PT Multipolar Technology: Indonesian IT services and solutions provider offering enterprise IT outsourcing and platform services, comparable as a domestic Indonesian competitor for SSO/managed services and digital transformation deals.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/infonusa
• Facebookfacebook.com/infomedianusantara

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Infomedia Nusantara