14 May 2025
Amdocs, a leading provider of software and services for communication and media companies, has announced the successful launch of its Customer Engagement Platform for Philippine service provider PLDT.
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.
