Amdocs, a provider of software and services to communications and media companies, has announced the successful go-live of the Amdocs Customer Engagement Platform for Philippines service provider PLDT.
Amdocs explains that the successfully deployed customer service solution allows PLDT to streamline operations and improve case resolution efficiency while significantly reducing handling time, elevating customer experience and enhancing employee satisfaction.
Amdocs adds that PLDT’s agents are already benefiting from an intuitive system that delivers proactive and reactive customer notifications, AI-powered automation and Microsoft’s collaboration tools like Microsoft 365 Copilot and Microsoft Dynamics 365, with network validation and real-time dashboards for actionable insights.
Built by Amdocs in collaboration with Microsoft, the Customer Engagement Platform is a cloud-native, modular solution that unifies marketing, sales, commerce and service journeys into a seamless, AI-powered experience for consumer and B2B customers.
From launching new personalised services to integrating with PLDT’s operating support systems (OSS) and centralising service management across channels, the Customer Engagement Platform’s customer service solution and case management capabilities provide PLDT with what Amdocs describes as "a next-gen AI-enabled, elevated experience".
In addition, the seamless integration with Amdocs’ Intelligent Networking Suite (INS) – a unified, cloud-based OSS and network operations suite that brings together inventory, orchestration, and automation – ensures a seamless customer experience by connecting customer service needs directly to underlying network performance in an automated, end-to-end manner.
