Converge, Salesforce collaborate to launch PH’s first technology-driven contact centre through AI solutions 

by

Azunta Gaviola

-

2 years ago

The ‘What’s NEXT in Marketing 2025’ series is making waves in Singapore, the Philippines, Hong Kong, Indonesia, and Malaysia. Join us in shaping the future of marketing!

Manila, Philippines – Aiming to enhance customer experiences and operational efficiency in the Philippines, Converge ICT Solutions, alongside global technology company and AI customer relationship management platform Salesforce, has recently announced a strategic collaboration introducing the country’s first generative AI contact centre.

For this partnership, Converge is set to enhance its services using Salesforce’s generative AI solutions and better improve its efficiency, scalability, and data-driven insights.

In particular, said company will also foster Salesforce’s Einstein and Einstein 1 platforms using the power of predictive and generative AI. Through this, revitalised operational efficiency and digital experiences await both residential and enterprise customers.

As the first predictive and generative AI platform on CRM, Salesforce’s Einstein 1 Platform will also equip the two to streamline requests, present relevant service replies for agent-assisted support, and provide real-time analytics. This includes predicted churn for each customer profile.

In addition, Converge clients can also receive increased transparency, enabling them to leverage MuleSoft for additional integration and data connectivity across critical business platforms.

Speaking about the collaboration, Sujith Abraham, senior vice president and general manager at Salesforce ASEAN, shared, “This expanded relationship represents the next step in our journey of transforming customer experiences with Converge. Our trusted AI-powered solutions will help Converge deliver more efficient and personalised experiences to customers across all touchpoints.”

“We’re excited to work closely with an industry leader like Converge to harness the power of generative AI in one of the first-of-its-kind contact centres in the Philippines,” he added.

Meanwhile, Jesus C. Romero, chief operations officer at Converge, remarked, “We have the best-in-class network; now we are leveraging the most modern technology to give the best customer experience to our more than 2 million subscribers.”

“We paved the way for the more meaningful use of AI in our network operations (in our back-end), and now we are embedding this into our customer-facing operations in the customer experience. We are committed to innovating in every aspect of our business to better serve the broadband needs of our customers,” he concluded.

Consistent with Converge’s commitment to digitise support channels and promote self-service, this initiative aims to reduce costs, optimise productivity, and enhance the speed and quality of customer service resolution at every touchpoint.

Step into a world where creativity meets cutting-edge tech at MARKETECH APAC’s Advertising Technology Asia 2025! Coming to the Philippines on 9 September, be at the forefront of the adtech revolution—register now!
The NEXT Awards 2025 is here, and we’re seeking the most innovative marketing campaigns from Indonesiathe Philippines, Malaysia, Singapore and Asia Pacific. Submit your entry today and showcase your best work!
Share

RECENT ARTICLES

Concentrix acquires SAI Digital, expanding digital commerce, CX solutions in APAC
OutSystems appoints Muralee Kanagaratnam as regional VP for partners & alliances for APAC regional expansion
Singapore leads global AI adoption but faces shadow AI concerns
StarHub, Vectra AI introduce advanced cybersecurity solutions in Singapore
Revolut expands Google Cloud partnership to support global fintech growth
Ellipse 3

RELATED ARTICLES

Concentrix acquires SAI Digital, expanding digital commerce, CX solutions in APAC
OutSystems appoints Muralee Kanagaratnam as regional VP for partners & alliances for APAC regional expansion
Singapore leads global AI adoption but faces shadow AI concerns
Ellipse 3

FEATURED ARTICLES

Concentrix acquires SAI Digital, expanding digital commerce, CX solutions in APAC
OutSystems appoints Muralee Kanagaratnam as regional VP for partners & alliances for APAC regional expansion
Singapore leads global AI adoption but faces shadow AI concerns

Subscribe to UpTech Media Newsletter

Video Title Here: The Indonesian on-ground activation status

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos.

Video Title Here: The Indonesian on-ground activation status

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos.

Video Title Here: The Indonesian on-ground activation status

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos.