ePLDT, Inc. is positioning its Next-Gen contact center as a service (CCaaS) platform to capitalize on growing enterprise demand for artificial intelligence (AI)-powered customer experience solutions, the company said in a statement on Wednesday as reported by BusinessWorld.
The cloud-native platform combines AI, omnichannel engagement, scalability, and cybersecurity features to help enterprises modernize customer experience operations and move beyond traditional contact center models, ePLDT explained. It aims to address the growing need for intelligent automation and seamless customer interactions across multiple channels.
The move comes as enterprises increasingly adopt AI and omnichannel strategies to improve customer service efficiency and personalization. ePLDT's CCaaS offering positions the company to compete in the expanding Philippine contact center market, where digital transformation and customer experience are key priorities.