ePLDT, PLDT's ICT subsidiary, announced a partnership with Genesys to offer cloud-based solutions that will help businesses create a more personalized customer experience and boost workforce efficiency.
Powered by the all-in-one Genesys Cloud platform, the ePLDT Next-Gen Contact Center as-a-Service (CCaaS) uses AI to provide a 360-degree view of the end-to-end customer experience. This helps organizations understand customers' behavior and preferences and even predict their needs to quickly address their issues and orchestrate meaningful experiences using both human and virtual agents.
"For 20 years, ePLDT has been providing CCaaS solutions to enterprises in the Philippines, understanding their pain points and interconnecting these with the capabilities of the platform we have been offering to deliver the right solutions," said Victor S. Genuino, President and CEO of ePLDT. "With Genesys, now part of the ePLDT partner ecosystem, we are in an even stronger position to bring our clients cost-effective, highly flexible, and readily scalable solutions according to their ever-changing needs."
ePLDT Next-Gen CCaaS offers an omnichannel approach, allowing customers to easily connect with contact centers via calls, SMS, email, and social media chats. For customers on hold, it automatically recommends alternative channels to reduce waiting time. This solution also gives agents a holistic view of end-customers' profile, history, and interactions, ensuring seamless resolution through their preferred channels, making them feel valued and important.
ePLDT Next-Gen CCaaS helps improve workflow through its agent copilot, which monitors the conversation and suggests relevant knowledge and actions to the agent. It also uses predictive routing to match common call types with the best-skilled available agents.
Moreover, the solution tracks the agents' performance and provides them with feedback and comparisons with their peers. Supervisors and administrators can also see the contact center's productivity and satisfaction scores.
"With the Genesys AI-powered experience orchestration capabilities complemented by ePLDT's local expertise, we are excited to orchestrate the future of CX for organizations and shape the transformation of contact centers across the Philippines. 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 organizations not only achieve exceptional customer satisfaction and operational efficiency but also drive long-term business success, making them feel optimistic and forward-thinking."
To learn more about ePLDT's multi-cloud and AI-powered offerings, contact your PLDT Enterprise Relationship Manager or ePLDT Solutions Sales Manager or send an email to inquiry@epldt.com
Comments