PLDT Inc. (PLDT) has successfully launched a next-generation Customer Engagement Platform developed by Amdocs, in collaboration with Microsoft. The rollout marks a major step forward in PLDT’s digital transformation and aims to modernize customer journeys and redefine service experiences across its operations.
The platform enables PLDT to streamline customer service operations, significantly reduce handling times, and enhance both customer and employee experiences. With artificial intelligence (AI)-driven automation, real-time dashboards, and integrated Microsoft tools, including Microsoft 365 Copilot and Dynamics 365, PLDT’s service agents now have access to a more intuitive, efficient system for case management and proactive customer communication.
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John Y. Palanca, Senior Vice President for Sales and Development at PLDT, said, “Amdocs’s Customer Engagement Platform helps us simplify case handling, boost automation, and enhance both customer satisfaction and employee productivity, laying the groundwork for us to deliver next-gen end-user experiences.”
Designed as a modular, cloud-native solution, the Amdocs Customer Engagement Platform unifies marketing, sales, commerce, and service journeys for both consumer and business customers. It supports personalized service offerings, integrates with PLDT’s existing operating support systems (OSS), and centralizes service management across multiple channels.
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In addition, the platform’s seamless integration with Amdocs’s Intelligent Networking Suite (INS)—a cloud-based OSS and network operations system—enables automated, end-to-end connectivity between customer service and network performance. This allows PLDT to deliver consistently high-quality experiences by aligning front-end support with real-time network insights.
Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs, shared, “With our Customer Engagement Platform, we combine the AI, generative AI (GenAI), cloud, and deep telecom expertise from both Amdocs and Microsoft to deliver a robust, telco-grade solution. We’re thrilled to support PLDT with our end-to-end platform that elevates customer experience management, driving higher agent productivity, operational efficiency, and significantly improved customer loyalty.”
