ePLDT is encouraging Philippine businesses to move to AI-powered customer service tools as companies look for ways to serve customers faster, reduce costs, and keep up with changing expectations.
ePLDT said contact centers are no longer just places where customers ask questions or request support. They are becoming important parts of business operations that can help improve customer experience, keep customers loyal, and help companies make better decisions.
“Traditional on-prem CCaaS was built to keep contact centers running. ePLDT’s Next-Gen CCaaS is built to help organizations compete,” said Victor Genuino, president and CEO of ePLDT and VITRO Inc.
ePLDT’s Next-Gen Contact Center as a Service (CCaaS) combines artificial intelligence (AI), cloud technology, and different communication channels, allowing businesses to manage customer conversations through calls, chat, email, messaging, and other digital platforms in one place.
Its AI-powered virtual assistants can handle around 40-50% of customer inquiries, helping agents work more efficiently with reported productivity gains of 20-30%. This can lead to quicker responses, shorter waiting times, and more time for agents to handle more complicated concerns.
For companies still using older contact center systems, moving to cloud-based platforms can help solve issues such as outdated systems, limited capacity, and separate tools that do not work well together.
The platform uses AI to provide real-time information and automate some tasks, allowing customer service agents to focus on conversations that need human support. ePLDT said this can help businesses reach customer satisfaction levels of up to 92%.
Industries such as banking, financial services and insurance, retail, healthcare, real estate, and public services can benefit from more reliable customer support as they handle growing customer demands.
ePLDT’s Next-Gen CCaaS provides 99.9% uptime to help businesses keep customer services available during busy periods or unexpected disruptions. It also includes security features to help companies protect customer information across different channels.
For Philippine businesses, ePLDT said upgrading to next-generation CCaaS is not only about replacing older systems. It is about building customer service operations that can adjust as customer needs and technology continue to change.