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Customers, telco benefit from Mobile Number Portability Act — experts

The Philippines is among the latest country to adopt mobile number portability, which allows subscribers to keep their mobile numbers even if they switch networks. In a briefing hosted by market intelligence firm International Data Corp. and cloud communications platform Infobip, experts back its adoption and detailed the benefits for parties involved.

Also known as RA 11202, the Mobile Portability Act was implemented recently after network providers completed their initial tests.

According to Commissioner Edgardo Cabarios of the National Telecommunications noted that discussions on mandating MNP among the local telecommunications providers started in 2007. But the talks took a detour because of the cost the implementation would entail.

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Melanie Manuel, GM of Telecommunications Connectivity Inc., a recently formed venture of DITO Telecommunity, Globe Telecom, and Smart Communications, emphasized the commitment of the three network providers to make the implementation of MNPs as seamless as possible for Filipinos.

“The MNP Act comes at an opportune time when consumer needs and behaviors are changing and they are demanding more flexibility from telecommunications companies,” said Zaim Halil, senior research manager, Telecommunications, IDC.

Zaim underscored that MNP will enhance competition to win or retain subscribers. This would prompt providers to come up with better strategies, offerings, and services.


With the increasing need for connectivity, customers will go for providers that will be able to offer seamless connectivity that ensures business and workflow continuity, he added.

“The implementation of the MNP Act ushers in exciting times for both the consumers and the different service providers for this country,” said Richard Dimagiba, VP and head for Postpaid Marketing, Smart Communications, Inc. “This will push all of us to present more innovative, personalized services, and customer experience touchpoints that will elevate our engagements with new and current subscribers.”

Ermin Hamzic, product sales expert, Infobip, noted that this can be achieved if mobile service providers are agile enough when engaging with their customers.

“They now have the opportunity to be immersive when it comes to customer engagement and be hyper-aware of their evolving demands,” Hamzic said. “This includes being highly responsive to all customer feedback, through whichever communications channel or platform that may be.”

By leveraging Infobip’s Software-as-a-Service (SaaS) suite of solutions, Hamzic said that service providers will have access to omnichannel engagement capabilities. This can help telcos in the Philippines retain existing subscribers by preventing customer churn and attracting new ones by delivering a better user experience. Infobip’s suite of offerings covers all main touchpoints of customer services and engagement, from lead generation and marketing automation to customer support through an intelligent chatbot or digital cloud contact center.