Converge spearheads Philippines’ first AI-powered call center
PAMPANGA, PHILIPPINES — Broadband provider Converge ICT Solutions is set to open the first-ever artificial intelligence (AI)-powered contact center in the Philippines.
Set to launch by mid-2024, the pioneering facility will integrate Salesforce’s Service Cloud, Field Service, MuleSoft, and Einstein AI platforms to optimize operations and revolutionize customer experiences across every touchpoint.
Converge said they are building on their existing use of Salesforce solutions to manage cases since 2022. With AI capabilities like predictive analytics and smart bots handling simple queries, the next-generation contact center aims to boost agent productivity, slash costs, and accelerate response times.
“We paved the way for the more meaningful use of AI in our Network Operations (in our back-end), now we are embedding this into our customer-facing operations, in customer experience,” said Converge Chief Operations Officer Jesus Romero.
The move cements Converge’s reputation as an innovator expanding connectivity and advancing Philippine telecommunications.
Salesforce will work closely with Converge, providing change management and training to ensure smooth adoption of the trailblazing AI systems.
Industry analysts expect the AI contact center to significantly improve customer satisfaction while establishing Converge as a digital telecom leader. The company democratized fiber internet nationwide and has set its sights on pioneering AI adoption to deliver unmatched subscriber experiences.
The contact center also marks a new chapter in Converge’s rapid growth trajectory since launching in 2016 and highlights the promise of AI to elevate customer service in the Philippines.
