Converge ICT Solutions has chosen Salesforce, to help it launch one of the first generative AI contact centres in the Philippines.
This contact centre will be one of the first of its kind in the country, and expected to be operational in the second half of 2024.
Converge is bolstering their growth strategy in the archipelago’s telecommunications industry through a technology and data-driven transformation enabled with Salesforce solutions.
The new contact centre will leverage Salesforce’s generative AI solutions to bring improvements in efficiency, scalability, and data-driven insights.
Salesforce’s Einstein 1 Platform, which is the first predictive and generative AI platform on a CRM, will help Converge to increase productivity of their Customer Service teams.
The new features will include leveraging Einstein Bots for simple requests, surfacing relevant Service Replies for agents-assisted support, and real time, or fast, analytics such as predicted churn on the profile of each customer.
This is in line with the goal of Converge to digitalise support channels and encourage self-service, reducing the time to respond to customers and resolve cases, and making insightful and meaningful decisions with data.
With the new contact centre, Converge aims to reduce costs, optimise productivity and improve the speed and quality of customer service resolution at every touchpoint.
Salesforce’s Professional Services team will work with Converge on its end-to-end delivery to help ensure a seamless implementation and maximum adoption.
The collaboration will cut across change management analysis, implementation, training and enablement for employees.
“We are leveraging the most modern technology to give the best customer experience to our more than 2 million subscribers,” said Jesus C. Romero, COO of Converge.
“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,” Romero added.
