BUSINESS TECH | Converge taps Salesforce to pioneer genAI contact center in PH

Converge ICT Solutions, the fastest-growing fixed broadband service provider in the Philippines, has selected Salesforce, a global technology company specializing in AI-powered customer relationship management (CRM) solutions, to establish one of the country’s initial generative AI contact centers. Expected to be operational by the second half of 2024, this transformative initiative aims to enhance customer experiences and operational efficiency.

Converge’s strategic collaboration with Salesforce involves the deployment of Salesforce’s Service Cloud, Field Service, and MuleSoft. The partnership builds upon Converge’s existing adoption of Salesforce solutions, including Service Cloud, Marketing Cloud, and MuleSoft in 2022, which significantly improved case routing processes and average case handling times.

“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 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. We are committed to innovating in every aspect of our business to better serve the broadband needs of our customers.”

Key highlights:

Technology-Driven Transformation: Converge leverages Salesforce’s technology and data-driven solutions to fortify its growth strategy and position itself as a leading disruptor in the telecommunications industry.

Comprehensive Solution Suite: The new contact center will deploy Salesforce’s Service Cloud, Field Service, and MuleSoft, providing Converge with an omni-channel view, advanced case management functionalities, and scalable automation.

Generative AI Integration: Salesforce’s Einstein 1 Platform, the first predictive and generative AI platform on a CRM, will power the contact center. This integration aims to boost the productivity of Converge’s Customer Service teams by introducing features like Einstein Bots, Service Replies, and real-time analytics for more informed decision-making.

Enhanced Customer Experiences: Converge aims to digitalize support channels, encourage self-service, and reduce response times by leveraging generative AI to predict customer needs and preferences.

Expanded Integration with MuleSoft: Converge will extend its use of MuleSoft to facilitate further integration, connecting data across critical business systems.

Operational Efficiency: The collaboration aims to reduce costs, optimize productivity, and enhance the speed and quality of customer service resolution at every touchpoint.

“Our trusted AI-powered solutions will help Converge deliver more efficient and personalized experiences to customers across all touchpoints,” said Sujith Abraham, senior vice president and general manager, Salesforce ASEAN.

The collaboration includes end-to-end delivery, involving change management analysis, implementation, training, and employee enablement to ensure a seamless implementation and maximum adoption.

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