PLDT Goes Live with the Amdocs Customer Engagement Platform to Redefine Customer Experiences
Amdocs (NASDAQ:DOX) has announced the successful implementation of its Customer Engagement Platform for PLDT, the Philippines' leading telecommunications provider. The cloud-native, AI-enabled platform, developed in collaboration with Microsoft, modernizes PLDT's customer service operations by streamlining case management and improving resolution efficiency.
The platform integrates with Amdocs' Intelligent Networking Suite (INS) and features AI-powered automation, Microsoft 365 Copilot, Microsoft Dynamics 365, and real-time dashboards. Key benefits include reduced handling time, enhanced customer experience, and improved employee satisfaction. The solution unifies marketing, sales, commerce, and service journeys while providing seamless integration with PLDT's operating support systems.
Amdocs (NASDAQ:DOX) ha annunciato l'implementazione con successo della sua Customer Engagement Platform per PLDT, il principale operatore di telecomunicazioni delle Filippine. La piattaforma cloud-native, abilitata all'intelligenza artificiale e sviluppata in collaborazione con Microsoft, modernizza le operazioni di assistenza clienti di PLDT ottimizzando la gestione dei casi e migliorando l'efficienza nella risoluzione.
La piattaforma si integra con l'Intelligent Networking Suite (INS) di Amdocs e include automazione potenziata dall'IA, Microsoft 365 Copilot, Microsoft Dynamics 365 e dashboard in tempo reale. Tra i principali vantaggi vi sono la riduzione dei tempi di gestione, un'esperienza cliente migliorata e una maggiore soddisfazione dei dipendenti. La soluzione unifica i percorsi di marketing, vendite, commercio e assistenza, garantendo un'integrazione fluida con i sistemi di supporto operativo di PLDT.
Amdocs (NASDAQ:DOX) ha anunciado la exitosa implementación de su Plataforma de Compromiso con el Cliente para PLDT, el principal proveedor de telecomunicaciones de Filipinas. La plataforma nativa en la nube y habilitada con IA, desarrollada en colaboración con Microsoft, moderniza las operaciones de servicio al cliente de PLDT al optimizar la gestión de casos y mejorar la eficiencia en la resolución.
La plataforma se integra con la Intelligent Networking Suite (INS) de Amdocs e incluye automatización impulsada por IA, Microsoft 365 Copilot, Microsoft Dynamics 365 y paneles en tiempo real. Los beneficios clave incluyen la reducción del tiempo de gestión, una mejor experiencia para el cliente y una mayor satisfacción de los empleados. La solución unifica los recorridos de marketing, ventas, comercio y servicio, proporcionando una integración perfecta con los sistemas de soporte operativo de PLDT.
Amdocs (NASDAQ:DOX)는 필리핀의 선도적인 통신 제공업체인 PLDT를 위한 고객 참여 플랫폼의 성공적인 도입을 발표했습니다. Microsoft와 협력하여 개발된 클라우드 네이티브 AI 기반 플랫폼은 PLDT의 고객 서비스 운영을 현대화하여 사례 관리의 효율성을 높이고 문제 해결 속도를 개선합니다.
이 플랫폼은 Amdocs의 Intelligent Networking Suite(INS)와 통합되며 AI 기반 자동화, Microsoft 365 Copilot, Microsoft Dynamics 365, 실시간 대시보드를 특징으로 합니다. 주요 이점으로는 처리 시간 단축, 향상된 고객 경험, 직원 만족도 증가가 있습니다. 이 솔루션은 마케팅, 영업, 상거래, 서비스 여정을 통합하며 PLDT의 운영 지원 시스템과 원활하게 연동됩니다.
Amdocs (NASDAQ:DOX) a annoncé la mise en œuvre réussie de sa Customer Engagement Platform pour PLDT, le principal fournisseur de télécommunications des Philippines. Cette plateforme cloud-native, dotée d'intelligence artificielle et développée en collaboration avec Microsoft, modernise les opérations de service client de PLDT en simplifiant la gestion des cas et en améliorant l'efficacité des résolutions.
La plateforme s'intègre à l'Intelligent Networking Suite (INS) d'Amdocs et comprend l'automatisation alimentée par l'IA, Microsoft 365 Copilot, Microsoft Dynamics 365 ainsi que des tableaux de bord en temps réel. Les principaux avantages incluent une réduction du temps de traitement, une expérience client améliorée et une meilleure satisfaction des employés. La solution unifie les parcours marketing, ventes, commerce et service tout en assurant une intégration fluide avec les systèmes de support opérationnel de PLDT.
Amdocs (NASDAQ:DOX) hat die erfolgreiche Implementierung seiner Customer Engagement Platform für PLDT, den führenden Telekommunikationsanbieter der Philippinen, bekannt gegeben. Die cloud-native, KI-gestützte Plattform, die in Zusammenarbeit mit Microsoft entwickelt wurde, modernisiert die Kundenserviceprozesse von PLDT, indem sie das Fallmanagement optimiert und die Lösungszeiten verbessert.
Die Plattform integriert sich in die Intelligent Networking Suite (INS) von Amdocs und bietet KI-basierte Automatisierung, Microsoft 365 Copilot, Microsoft Dynamics 365 sowie Echtzeit-Dashboards. Zu den wichtigsten Vorteilen zählen verkürzte Bearbeitungszeiten, verbesserte Kundenerfahrung und gesteigerte Mitarbeiterzufriedenheit. Die Lösung vereint Marketing-, Vertriebs-, Handels- und Serviceprozesse und ermöglicht eine nahtlose Integration mit den Betriebssystemen von PLDT.
- Integration with Microsoft's collaboration tools and AI capabilities enhances operational efficiency
- Cloud-native platform enables faster service rollouts and improved case resolution
- Seamless integration with operating support systems streamlines operations
- Platform unifies multiple business functions (marketing, sales, commerce, service) into one solution
- None.
Insights
Amdocs successfully implements its Customer Engagement Platform at PLDT, showcasing its AI and cloud capabilities while strengthening its position in telecom software.
The successful implementation of Amdocs' Customer Engagement Platform at PLDT represents a notable win in Amdocs' core business of telecom software. This cloud-native, AI-enabled platform was developed in collaboration with Microsoft and integrates with Microsoft 365 Copilot and Microsoft Dynamics 365.
The deployment highlights several key capabilities: streamlined operations, improved case resolution efficiency, reduced handling time, and integration with Amdocs' Intelligent Networking Suite. These features address critical pain points for telecom providers seeking to modernize customer experience.
What makes this implementation technically significant is the end-to-end nature of the solution. Rather than just addressing front-end customer interactions, the platform connects directly to PLDT's operating support systems (OSS), creating a seamless link between customer service requests and network performance. This integration is particularly valuable in complex telecom environments where service quality directly impacts customer satisfaction.
From a competitive standpoint, this deployment demonstrates Amdocs' continued relevance in the telecom software market, particularly in emerging markets. PLDT's position as the leading telecom provider in the Philippines makes this a valuable reference implementation that showcases Amdocs' capabilities in delivering modern, AI-enhanced customer engagement solutions.
The emphasis on AI capabilities aligns with broader industry trends toward automation and intelligence in telecom operations. By incorporating these technologies into their platform, Amdocs positions itself at the forefront of telecom digital transformation initiatives.
While the press release doesn't disclose financial details, this deployment reinforces Amdocs' continued execution in their core market and their strategic focus on next-generation technologies like AI and cloud-native solutions.
The cloud-native, AI-enabled Amdocs platform, in collaboration with Microsoft, modernizes PLDT's customer service, enabling faster service rollouts, end-to-end case management, and real-time network-to-service integration
JERSEY CITY, NJ / ACCESS Newswire / May 7, 2025 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today announced the successful go-live of the Amdocs Customer Engagement Platform for PLDT, Inc., 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 365 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."
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About Amdocs
Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of
Amdocs' Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters and years. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general macroeconomic conditions, prevailing level of macroeconomic, business and operational uncertainty, including as a result of geopolitical events or other regional events or pandemics, changes to trade policies including tariffs and trade restrictions, as well as the current inflationary environment, and the effects of these conditions on the Company's customers' businesses and levels of business activity, including the effect of the current economic uncertainty and industry pressure on the spending decisions of the Company's customers. Amdocs' ability to grow in the business markets that it serves, Amdocs' ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, security incidents, including breaches and cyberattacks to our systems and networks and those of our partners or customers, potential loss of a major customer, our ability to develop long-term relationships with our customers, our ability to successfully and effectively implement artificial intelligence and Generative AI in the Company's offerings and operations, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, Amdocs specifically disclaims any obligation to do so. These and other risks are discussed at greater length in Amdocs' filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2024, filed on December 17, 2024, and our Form 6-K furnished for the first quarter of fiscal 2025 on February 18, 2025.
Media Contacts
Swati Sharma
Amdocs Public Relations
Email: swati.sharma4@amdocs.com
SOURCE: Amdocs Management Limited
View the original press release on ACCESS Newswire
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