Converge ICT Solutions has chosen Salesforce, an AI customer relationship management (CRM) platform and global technology company, to help it launch one of the first generative AI contact centers in the Philippines.
This contact center will be one of the first of its kind in the Philippines, spearheaded by the nation’s fastest-growing fixed broadband service provider. It is expected to be operational in the second half of 2024.
The new contact center will deploy Salesforce’s Service Cloud, Field Service, and MuleSoft.
Converge will leverage the power of predictive and generative AI through Einstein and Einstein 1 Platform to transform operational efficiency and enhance digital experiences for their residential and enterprise customers.
This builds off the existing relationship between Converge with Salesforce to deliver exceptional customer experience and democratize connectivity for all across the Philippines.
In 2022, Converge adopted Salesforce’s solutions, including Service Cloud, Marketing Cloud, and Mulesoft to significantly improve case routing processes and average case handling times.
The new contact center 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.
With the new contact center, Converge aims to reduce costs, optimize productivity, and improve the speed and quality of customer service resolution at every touchpoint.
