PLDT Inc.’s ICT subsidiary ePLDT has teamed up with Genesys, a global cloud leader in AI-powered experience orchestration, to offer cloud-based solutions that will help businesses create a more personalized customer experience and boost workforce efficiency.    

Powered by the all-in-one Genesys Cloud platform , the ePLDT Next-Gen Contact Center as-a-Service (CCaaS) uses AI to provide a 360-degree view of the end-to-end customer experience. 

PLDT said this helps organizations understand customers’ behavior, preferences, and even predict their needs to quickly address their issues and orchestrate meaningful experiences using 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 ePLDT President and CEO Victor S. Genuino.  

He added that, “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.”  

ePLDT Next-Gen CCaaS offers an omnichannel approach, allowing customers to easily connect with contact centers via calls, SMS, email, and social media chats. For customers on hold, it automatically recommends alternative channels to reduce waiting time.

This solution also gives agents a holistic view of end-customers’ profile, history, and interactions, ensuring seamless resolution through their preferred channels. 

ePLDT Next-Gen CCaaS helps improve workflow through its agent copilot that monitors the conversation and suggests relevant knowledge and actions to the agent. It also uses predictive routing to match common call types with the best-skilled available agents. 

Moreover, the solution tracks the agents’ performance and provides them with feedback and comparison with their peers. Supervisors and administrators can also see the productivity and satisfaction scores of the contact center.

"With the Genesys AI-powered experience orchestration capabilities complemented by ePLDT’s local expertise, we look forward to orchestrating the future of CX for organizations and shaping the transformation of contact centers across the Philippines,” said Genesys Vice President, Partners & Alliances APAC George Aprane. 

He noted that, “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 organizations achieve exceptional customer satisfaction and operational efficiency, thus driving long-term business success.”