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Converge ICT Solutions has chosen Salesforce, an artificial intelligence (AI) customer relationship management (CRM) platform and global technology company, to help it launch one of the first generative AI contact centres 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.

Converge is bolstering its growth strategy and reputation as a leading disruptor in the Philippines’ telecommunications industry through a technology and data-driven transformation enabled by Salesforce solutions. The new contact centre 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 expanded relationship represents the next step in our journey of transforming customer experiences with Converge. Our trusted AI-powered solutions will help Converge deliver more efficient and personalised experiences to customers across all touchpoints,” said Sujith Abraham, Senior Vice President and General Manager at Salesforce ASEAN. “We’re excited to work closely with an industry leader like Converge to harness the power of generative AI in one of the first of its kind contact centre in the Philippines.”

This builds off the existing relationship between Converge with Salesforce to deliver exceptional customer experience and democratise 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.

Realising the untapped potential to further streamline processes while strengthening customer relationships, Converge sought a system that provides an omni-channel view, offers more case management functionalities and automation at scale.

Transforming Customer Experiences and Efficiency with Generative AI 

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 the 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 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 Field Service, Converge customers are offered greater transparency. Converge will also expand their use of MuleSoft for further integration, connecting data across key business systems.

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 have the best-in-class network, now we are leveraging the most modern technology to give the best customer experience to our more than 2 million subscribers,” said Jesus C. Romero, Chief Operations Officer at 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. We are committed to innovate in every aspect of our business to better serve the broadband needs of our customers.”

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