By Emmie Abadilla
PLDT Inc. and wireless subsidiary Smart Communications Inc. on Wednesday (January 24, 2018) announced they have entered into a US$300Million, 7-year, strategic deal with global software and services provider Amdocs.
Amdocs will upgrade and manage business technology systems serving PLDT and Smart customers, integrating artificial intelligence, machine learning, and other advanced technologies.
The deal is a key component of PLDT’s digital transformation to enhance customer experience, engagement and product delivery, stressed PLDT and Smart Chairman and CEO Manuel V. Pangilinan.
“With this agreement in place, we can focus on our core mission of serving our customers in the best possible way through powerful connectivity, cutting-edge digital products and services created by ourselves or with partners like Amdocs and others who are leaders in their fields.”
Under a seven-year agreement, PLDT and Smart will undertake a business-led, technology-enabled transformative program through a US$300 million partnership with Amdocs.
These deals will modernize business IT systems serving PLDT and Smart’s customers by introducing and adopting advanced digital technologies and solutions. It will likewise improve business processes and service levels aimed at enhancing customer experience.
Furthermore, the deal will boost revenue growth by introducing new digital tools to enable the business units to innovate their digital products and services in a timely manner. In addition, it will introduce intelligent operations to bring efficiencies in delivering IT services to pare down Operating Expenditure costs.
The Managed Transformation Agreement among PLDT, Smart and Amdocs involves transformation services including the development of state-of-the-art, digital capabilities for Convergent Sales Operations, Digital Customer Experience across multiple channels, and Service Fulfillment and Network Rollout Systems.
The Agreement also involves managed services that cover the operation and modernization of the IT environment of PLDT and SMART encompassing application development and maintenance across critical IT components, such as Customer Relationship Management, Billing, Subscription and Campaign Management, amongst others.
“This milestone engagement will help boost our growth and position us to take the lead in the next wave of digital innovation brought by new technologies such as Artificial Intelligence, machine learning and automation technologies,” Pangilinan pointed out.
“It is a partnership in real terms,” he stressed.
“And since this engagement takes the form of managed transformation services, certain manpower from our IT units would be offered career opportunities in Amdocs as regular employees.”
It represents a unique chance for PLDT’s IT people to build their careers in one of the leading software and services companies in the world, according to the Chairman.
“PLDT is focused on delivering compelling customer experiences for their wide range of telecommunications and digital services across fixed line and cellular networks,” noted Gary Miles, Chief Marketing Officer at Amdocs.
“Our digital solutions and services will enable them to enhance customer experiences across their brands for Home, Wireless and Enterprise services while improving overall efficiencies to launch new services to grow their data business.”