Press Release

JAKARTA, 18 August 2026 — MoraRepublic and 1ENGAGE today showcased a real-world WhatsApp Voice customer service transformation at WhatsApp Business Summit Indonesia 2026, highlighting how voice and messaging can work together to create a more seamless, accessible and cost-efficient customer experience.

MoraRepublic Chief Operating Officer Genta Andhika Putra presents the company’s WhatsApp Voice customer service transformation at WhatsApp Business Summit Indonesia 2026.

Held on August 11, 2026 at the Grand Ballroom, Level 4, The Ritz-Carlton Jakarta, Pacific Place, the WhatsApp Business Summit Indonesia 2026 brought together Meta leaders, product experts and industry pioneers to explore the next evolution of business messaging, including AI-enabled customer conversations, WhatsApp’s latest business capabilities and real-world success stories.

From messaging to voice: evolving the customer service experience

As businesses manage increasingly complex customer journeys, customer service teams are under pressure to provide support that is fast, convenient and consistent at scale. For large enterprises, high interaction volumes and sudden spikes during service disruptions can make traditional voice channels costly and difficult to scale.

To address these challenges, 1ENGAGE worked with MoraRepublic to transform its customer service experience by extending WhatsApp beyond messaging to include WhatsApp Voice. The solution integrates WhatsApp Voice Calls and Broadcasts with self-service, omnichannel capabilities, CRM (Customer Relationship Management) and ticketing, creating a more connected and seamless customer service ecosystem.

Through 1ENGAGE’s implementation, MoraRepublic became the first company in Indonesia to successfully deploy WhatsApp Voice for both inbound and outbound calling, enabling customers and customer service teams to communicate through voice directly within WhatsApp.

1ENGAGE’s strategy combines self-service, an integrated digital ecosystem, scalable customer service, proactive awareness and WhatsApp Voice.

Built for scale, convenience and proactive support

MoraRepublic’s strategy focused on four complementary priorities: maximizing WhatsApp Bot, IVR and Selfcare to handle 35–40% of repetitive inquiries and complaints automatically; unifying omnichannel, CRM and ticketing into a single ecosystem; building customer service capacity to absorb major outage spikes without adding agent headcount; and actively promoting WhatsApp as an easy, instantly accessible channel without the need for prepaid phone credit.

Within this strategy, WhatsApp Voice provided a familiar environment for real-time support. The implementation also supported proactive communications through WhatsApp Broadcasts, including marketing messages for product offers and upselling, as well as utility messages such as billing reminders and service-disruption updates.

MoraRepublic sees measurable gains in customer satisfaction and cost efficiency

Speaking at the summit, Genta Andhika Putra, COO of MoraRepublic, shared the company’s experience and the results achieved through its WhatsApp transformation.

“The result is that our CSAT (Customer Satisfaction Score) increased by 9.34%, and we were able to reduce communication costs by up to 88%. Meanwhile, 87% of our customers chose WhatsApp as their preferred channel, with a 93% success rate for broadcast messages. For us, these are clear indicators that the transformation we have implemented is truly being embraced by our customers.” said Genta Andhika Putra, COO, MoraRepublic.

The results show that the value of WhatsApp Voice extends beyond simply adding another channel. By combining familiar messaging with voice support, MoraRepublic improved the customer experience while reducing the cost of voice communications.

Customer satisfaction increased by 9.34%, reflecting the impact of instant and familiar voice support. At the same time, voice communication costs were reduced by up to 88% compared with traditional telephony. Importantly, 87% of customers preferred WhatsApp Calls over traditional phone calls for voice support, indicating strong customer acceptance of the channel.

The broader WhatsApp engagement strategy also delivered a 93% average success rate for broadcast messages, supporting reliable delivery of both marketing and utility communications. Together, these results demonstrate how a unified conversational approach can improve customer experience, operational efficiency and scalability.

MoraRepublic’s reported results: +9.34% CSAT lift, up to 88% cost reduction, 87% customer preference for WhatsApp Calls, and 93% average success rate for broadcast messages.

1ENGAGE enables the infrastructure behind the transformation

1ENGAGE, an official WhatsApp Business Solution Provider, supported MoraRepublic’s transformation by providing the technology infrastructure, system integration and technical capabilities behind its WhatsApp Voice implementation.

The solution connected WhatsApp Voice with MoraRepublic’s broader digital customer service ecosystem, including omnichannel communication, CRM, ticketing and self-service capabilities. This approach allowed customer interactions to become more seamless while giving the business greater capacity to manage high-volume and outage-driven demand.

1ENGAGE’s technology platform supports WhatsApp Business capabilities including two-way conversations, live-agent management, contact centre solutions, analytics and API integration. Its platform also supports WhatsApp Voice inbound and outbound calling, enabling brands to facilitate real-time voice conversations directly within WhatsApp.

A broader shift in business messaging

The MoraRepublic case reflects a broader evolution in how businesses are approaching customer engagement. As AI, automation, messaging and voice capabilities converge, businesses can increasingly move from fragmented touchpoints toward connected customer conversations.

For MoraRepublic, WhatsApp Voice is part of a broader customer service strategy designed to deliver responsive after-sales support and strengthen customer relationships in a highly competitive connectivity market. The company’s experience demonstrates that when technology is integrated around the customer journey, improvements can be measured not only in operational cost, but also in satisfaction, adoption and service scalability.

About 1ENGAGE

1ENGAGE is a MarTech company and official WhatsApp Business Solution Provider offering a CPaaS platform that integrates customer engagement across WhatsApp, SMS, email and other channels. Its solutions include WhatsApp Business capabilities, live-agent and contact centre management, AI-powered customer engagement, analytics and API integration.

 Through its technology and integration capabilities, 1ENGAGE helps businesses build connected customer journeys and turn conversations into measurable business outcomes.

Learn more about 1ENGAGE

 Explore WhatsApp Voice, customer engagement and CPaaS solutions at www.1engage.ai

About MoraRepublic

PT Ekamas Mora Republik Tbk (“MoraRepublic” or “IDX: MORA”) is an integrated digital infrastructure and services company formed through the merger of PT Mora Telematika Indonesia Tbk and PT Eka Mas Republik. This synergy strengthens MoraRepublic’s position as a key player in Indonesia’s digital ecosystem by integrating high-capacity backbone networks under the Moratelindo commercial brand, last-mile fiber-to-the-home (FTTH) services under the MyRepublic Fiber and Oxygen.id commercial brands, as well as fixed wireless access (FWA) services under the MyRepublic Air commercial brand, which directly serves customers.

Supported by a nationwide and international submarine cable network and an extensive fiber-optic infrastructure, MoraRepublic goes beyond providing internet access by creating opportunities, expanding digital inclusion, and driving sustainable growth for future generations. MoraRepublic remains committed to creating lasting impact by accelerating Indonesia’s connectivity toward a more advanced and inclusive digital future.

For more information, visit morarepublic.co.id