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1. August 2019

Middle East/Africa: Abu Dhabi National Insurance Co. – ADNIC relies on novomind iAGENT for its contact center

Customer Service
Portrait Daniela Köhler

by Daniela Köhler

Publications officer

novomind MEA provides omnichannel customer service software for a leading insurance company in the MENA region / WhatsApp Business Solution as an additional channel to e-mail, Social Media, live chat and chatbot

The subsidiary novomind MEA (Middle East and Africa) of the Hamburg-based provider of intelligent commerce and customer service software novomind AG has won Abu Dhabi National Insurance Company (ADNIC) based in Abu Dhabi/United Arab Emirates (UAE), a leading multiline insurer for companies and private individuals in the Middle East and North Africa (MENA) region, as a new customer. 

ADNIC employs more than 500 insurance specialists and has a wide network of branches as well as sales and service centers throughout the region. By introducing the omnichannel software novomind iAGENT for digital customer communication in the ADNIC Contact Center, the insurance company wants to optimize its customer relationship management (CRM). The e-mail and live chat communication channels as well as introduce chatbot had already been launched at the introduction of novomind iAGENT this spring. With the integration of the official verified WhatsApp Business Solution interface (API), messaging has now been added as a further customer communication channel.

“We are pleased to count ADNIC among our fast-growing customer base in the MENA region. ADNIC clearly focuses on offering the best customer service in the region and we can offer them optimum support,” explains Hossam Amer, Managing Director of novomind MEA. By setting up novomind MEA in April 2018, novomind entered the Middle Eastern and North African markets; the new subsidiary company ideally complements the existing services fulfillment center in Egypt.

novomind iAGENT is an intelligent On-Prime/ SaaS web-based customer service software that has been developed to meet the high requirements of modern omni-channel management with a high degree of automation. All communication channels can be served and controlled centrally. novomind iAGENT integrates several interfaces, eliminating the need for an extended physical infrastructure. At the same time, the changing customer communication preferences are taken into account. Since August 1, 2018, novomind has been one of the first WhatsApp Business Solution Providers which offer an official WhatsApp Business API. The WhatsApp channel is integrated into novomind iAGENT and thus complements the other channels of the central communication platform.

“Our aspiration is to offer the best possible customer service. The launch of novomind iAGENT enables our call center agents to respond more quickly to digital customer enquiries and to meet our customers’ needs in a more targeted manner,” says Ahmad Idris, CEO of ADNIC. 

“We are delighted to be able to support ADNIC with our technology and help them increase the efficiency of their customer dialogue,” explains Sylvia Tantzen, CMO Sales & Marketing of novomind AG. “With our subsidiary company novomind MEA, we are ideally positioned to meet the growing interest in omnichannel solutions for commerce and customer service in this region.”

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