ePLDT, the ICT subsidiary of PLDT, teamed up with Genesys, a cloud service provider, to offer cloud-based solutions that promise to enhance personalized customer experiences and improve workforce efficiency.
The ePLDT Next-Gen Contact Center as-a-Service (CCaaS), powered by the all-in-one Genesys Cloud platform, leverages artificial intelligence (AI) to provide a comprehensive view of the customer journey. This enables organizations to understand customer behavior, and preferences, and predict needs, facilitating the quick resolution of issues and creating meaningful experiences using both human and virtual agents.
“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,” said Victor Genuino, president and CEO of ePLDT.
Omnichannel approach
The ePLDT Next-Gen CCaaS offers an omnichannel approach, enabling customers to connect with contact centers via calls, SMS, email, and social media chats. For customers on hold, it recommends alternative channels to reduce waiting time. The solution also provides agents with a holistic view of the customer’s profile, history, and interactions, ensuring seamless resolution through their preferred channels.
Workflow improvements are achieved through an agent copilot feature that monitors conversations and suggests relevant knowledge and actions to the agent. Predictive routing matches common call types with the best-skilled available agents. Additionally, the solution tracks agents’ performance, providing feedback and comparisons with peers. Supervisors and administrators can view productivity and satisfaction scores of the contact center.
“This partnership aims to bring next-generation customer engagement solutions to the forefront by harnessing the capabilities of AI and cloud,” said George Aprane, VP, Partners & Alliances APAC, Genesys. “Together, our commitment to innovation will help organizations achieve exceptional customer satisfaction and operational efficiency, thus driving long-term business success.”
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