PLDT Goes Live with the Amdocs Customer Engagement Platform to Redefine Customer Experiences

Amdocs announced the successful go-live of the Amdocs Customer Engagement Platform for PLDT, the leading telecommunications and digital service provider in the Philippines. This milestone marks a significant leap in PLDT’s digital transformation journey—modernizing end-to-end customer journeys and redefining next-generation customer experiences.

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. 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 Copilot, Microsoft Dynamics 365, with network validation and real-time dashboards for actionable insights.  

Built by Amdocs in collaboration with Microsoft, the telco-grade 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 personalized services to integrating with PLDT’s operating support systems (OSS) and centralizing service management across channels, the Customer Engagement Platform’s customer service solution and case management capabilities provide PLDT with a next-gen AI-enabled, elevated experience.

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.

“In today’s fast-evolving digital landscape, staying agile and innovative is non-negotiable. At PLDT, we’re committed to harnessing innovation and using future-ready platforms to achieve operational efficiency and enable us to deliver the best experience to our customers,” said John Y. Palanca, Senior Vice President for Sales and Development at PLDT. “Amdocs’ 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.”

“PLDT’s commitment to delivering leading-edge innovation aligns with its vision to build a seamless, future-ready digital foundation,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs. “With our Customer Engagement Platform, we combine the AI, generative AI, 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.”

Source: Amdocs media announcement