Earlier this year PLDT, Smart and Amdocs entered into a seven-year master transformation agreement to upgrade IT applications and introduce a number of digital technologies. In doing so, PLDT says it will be able to deliver improved customer experiences across both fixed line and mobile networks.
“Our successful collaboration with Amdocs gets stronger as we continue our digital journey,” said Manuel Pangilinan (pictured), chairman, president and CEO of PLDT. “This agreement will further boost our efforts to enhance customer experience and engagement. With Amdocs running and automating our IT operations, we will be better equipped to quickly launch innovative products and services to deliver a compelling digital experience to our customers.”
Under the terms of the agreement Amdocs will consolidate, modernise and manage PLDT and Smart’s IT infrastructure. Part of this process will involve implementing artificial intelligence, machine learning, analytics, and robotics to PLDT and Smart’s operations.
In addition, with advanced automation PLDT and Smart will be able to implement predictive and zero touch operations, auto resolutions of errors and self-healing of systems. Once fully automated both companies will be able to prepare for the cloud, while at the same time reducing their operational costs, introducing innovative services and delivering an engaging customer experience.
“We are committed to expedite PLDT’s digital journey, and together we have achieved significant milestones in the last nine months,” said Gary Miles, chief marketing officer at Amdocs. “With Amdocs Intelligent Operations, PLDT will be able to inject intelligence and automation into their entire operations, enabling them to become more efficient and take smart product and service decisions. This will help them accelerate innovation to further enhance the superior experience they deliver to their customers, while increasing engagement, loyalty and affinity to their brand.”
