Manila, Philippines – IT service management firm ePLDT has recently unveiled its strategic collaboration with cloud service provider Genesys, bringing together cloud-based solutions intended to improve personalised customer experiences and workforce efficiency.
Leveraging AI and Genesys’ cloud platform, the company revealed that their next-gen contact centre- as-a-service solution will provide a comprehensive view of the customer journey. This move will allow organisations to understand customer behaviour and preferences, anticipate needs, quickly resolve issues, and create meaningful experiences with human and virtual agents.
In terms of workflow, an agent copilot feature monitors conversations and suggests relevant knowledge and actions to the agent. Predictive routing also ensures common call types are handled by the best-skilled available agents.
The said solution tracks the performance of agents, offering them feedback and comparisons with peers. Supervisors and administrators, on the other hand, can access productivity and satisfaction scores for the contact centre.
Victor Genuino, president and CEO at ePLDT, said, “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.”
George Aprane, VP, partners and alliances for APAC at Genesys, further stated, “This partnership aims to bring next-generation customer engagement solutions to the forefront by harnessing the capabilities of AI and cloud. Together, our commitment to innovation will help organisations achieve exceptional customer satisfaction and operational efficiency, thus driving long-term business success.”
