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

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Azunta Gaviola

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7 months ago

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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.

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