The information and communication technology arm of PLDT Inc. teamed up with global cloud leader Genesys to deliver cloud-based solutions that elevate customer experiences and optimize workforce efficiency in the Philippines.
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.
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,” ePLDT president and chief executive Victor Genuino said.
“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,” he said.
ePLDT Next-Gen CCaaS offers an omnichannel approach, allowing customers to easily connect with contact centers via calls, SMS, email, and social media chats.
It automatically recommends alternative channels to reduce waiting time for customers on hold.
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.
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.
