The deployment enables PLDT to streamline its operations, improve case resolution times, and deliver a better customer experience — while also boosting employee satisfaction. PLDT’s agents now benefit from an intuitive system that offers proactive and reactive customer notifications, AI-powered automation, and integration with Microsoft’s collaboration tools such as Microsoft 365 Copilot and Dynamics 365. The platform also provides network validation and real-time dashboards for actionable insights.
Developed in partnership with Microsoft, the cloud-native, modular Customer Engagement Platform unifies marketing, sales, commerce, and service journeys into a seamless, AI-enabled experience for both consumer and B2B customers. Its capabilities include launching personalized services, integrating with PLDT’s operating support systems (OSS), and centralizing service management across multiple channels — delivering what Amdocs describes as ‘a next-generation, AI-powered, elevated customer experience.’
Additionally, the platform seamlessly integrates with Amdocs’ Intelligent Networking Suite (INS), a cloud-based OSS and network operations suite that consolidates inventory, orchestration, and automation. This connection ensures a smooth customer experience by linking service requests directly to network performance in an automated, end-to-end manner.
