PLDT Enterprise, the corporate arm of PLDT Inc., has reaffirmed its commitment to the Philippine contact center sector through its continued partnership with the Contact Center Association of the Philippines (CCAP). The collaboration focuses on digital transformation and industry growth.
“At PLDT Enterprise, we recognize the contact center industry as a cornerstone of the Philippine economy and a gateway to inclusive growth,” said Kaye Bondoc-Dela Cruz, head of IT-BPM Group at PLDT Enterprise. “Our commitment goes beyond connectivity; we are co-creating solutions with our partners like CCAP to empower the sector with the infrastructure, innovation, and talent development needed to compete globally and evolve with the digital age.”
Through this partnership, PLDT Enterprise provides contact center operators with the infrastructure needed to adapt to changing client requirements and technology. International cable systems such as Apricot and Asia Direct Cable are part of its network investments, ensuring business continuity, secure data management, and reliable connectivity for both voice and digital support services.
The company also works with CCAP and other industry groups to develop workforce skills. Initiatives include training programs on analytics, cybersecurity, and artificial intelligence (AI) for customer experience. PLDT Enterprise also collaborates with local startups on platforms that connect data collection and real-time intelligence to improve operations.
These programs are intended to help the industry remain competitive amid global challenges and position the Philippines as a hub for high-value business process management services.
Earlier this year, PLDT Enterprise joined Contact Islands 2025, CCAP’s annual international conference. The event was held at the Fili Hotel NUSTAR in Cebu and brought together business leaders, policy makers, and technology experts to discuss strategies for the customer experience sector.
“Our longstanding partnership reflects a shared mission to champion the Philippines as a global leader in customer experience, innovation, and talent,” said Haidee Enriquez, president of CCAP.
PLDT Enterprise is advancing solutions tailored to contact centers, including AI-powered productivity tools, private 5G for BPO hubs, and cybersecurity systems. These efforts aim to improve customer support operations while addressing cost efficiency, data security, and workforce readiness.
The company also continues to invest in workforce development with CCAP and other stakeholders to prepare Filipino professionals for roles in digital services, analytics, and AI-enabled interactions.