- ePLDT has partnered with Genesys to launch the Next-Gen Contact Center as-a-Service (CCaaS) in the Philippines, enhancing customer experience through AI-powered, cloud-based solutions.
- The platform offers an omnichannel approach, predictive routing, and AI-driven tools to boost customer satisfaction and agent efficiency.
- This collaboration sets a new standard for contact centre operations in the country, driving innovation and operational excellence.
ePLDT, the ICT subsidiary of PLDT, has announced a strategic partnership with Genesys, a global leader in AI-powered experience orchestration, to enhance customer experience solutions for businesses in the Philippines. This collaboration introduces the ePLDT Next-Gen Contact Center as-a-Service (CCaaS), a cutting-edge, cloud-based platform powered by the all-in-one Genesys Cloud™ solution, designed to deliver personalised customer interactions and boost workforce efficiency.
Creating meaningful interactions through both human and virtual agents
The ePLDT Next-Gen CCaaS leverages AI technology to provide businesses with a comprehensive, 360-degree view of the entire customer journey. By analysing customer behavior, preferences, and needs, the platform enables organisations to anticipate and address customer issues swiftly, creating meaningful interactions through both human and virtual agents.
“For 20 years, ePLDT has been providing CCaaS solutions to enterprises in the Philippines, understanding their pain points and interconnecting these with the capabilities of the platform we have been offering to deliver the right solutions,” said Victor S. Genuino, President and CEO of ePLDT. “With Genesys, now part of the ePLDT partner ecosystem, we are in an even stronger position to bring our clients solutions that are cost-effective, highly flexible, and readily scalable according to their ever-changing needs.”
For 20 years, ePLDT has been providing CCaaS solutions to enterprises in the Philippines, understanding their pain points and interconnecting these with the capabilities of the platform we have been offering to deliver the right solutions. With Genesys, now part of the ePLDT partner ecosystem, we are in an even stronger position to bring our clients solutions that are cost-effective, highly flexible, and readily scalable according to their ever-changing needs.
Victor S. Genuino, President and CEO of ePLDT
The ePLDT Next-Gen CCaaS platform offers an omnichannel approach, allowing customers to connect with contact centers via multiple channels, including calls, SMS, email, and social media. The platform also reduces waiting times by recommending alternative channels for customers on hold, and it equips agents with a holistic view of each customer’s profile, history, and interactions, ensuring seamless and personalised resolutions through their preferred communication channels.
Enhancing agent productivity through its AI-driven copilot feature
In addition to improving customer interactions, the platform enhances agent productivity through its AI-driven copilot feature, which monitors conversations and suggests relevant actions to agents. Predictive routing capabilities ensure that customer inquiries are matched with the most skilled available agents, while the solution also tracks agent performance, providing feedback and peer comparisons. Supervisors and administrators benefit from comprehensive productivity and satisfaction metrics, enabling them to optimise contact center operations.
“With the Genesys AI-powered experience orchestration capabilities complemented by ePLDT’s local expertise, we look forward to orchestrating the future of CX for organisations and shaping the transformation of contact centers across the Philippines,” said George Aprane, Vice President, Partners & Alliances APAC at Genesys. “This partnership aims to bring next-generation customer engagement solutions to the forefront by harnessing the capabilities of AI and cloud. Together, our commitment to innovation will help organisations achieve exceptional customer satisfaction and operational efficiency, thus driving long-term business success.”
The ePLDT-Genesys partnership marks a significant advancement in the evolution of contact center solutions in the Philippines, setting a new standard for customer experience and operational excellence.
About ePLDT
ePLDT, the ICT subsidiary of PLDT, is a leading provider of digital business solutions in the Philippines. Specialising in data center services, cloud computing, cybersecurity, and managed IT services, ePLDT is dedicated to driving digital transformation across various industries. With a strong commitment to innovation and excellence, ePLDT delivers end-to-end solutions that empower businesses to achieve operational efficiency, enhance customer experience, and maintain competitive advantage in the rapidly evolving digital landscape. As a trusted partner, ePLDT continues to set the standard for ICT services in the Philippines.
