A PLDT subsidiary, iPlus Intelligent Network, will provide a next generation internet protocol contact center platform for mission critical contact center applications.
The iPlus solution support multi-channel customer interactions via telephone and fax, e-mail and internet, live and message-based, fixed and wireless modes of communication.
Commercial operations began last September at the Internet Data Center in Pasig City.
PLDT’s investment in iPlus is in anticipation of more contact centers being put up in the country.
Investments in contact centers have been one of the sources of inflows into the country.
The government has prioritized the information and communication technology (ICT) following a decline in the electronics and semiconductor industry as well as in the garments and textile sector.
However, the Philippines faces strong competition from India and Thailand.
Aside from upgrading ICT infrastructure, analysts have also cited the need for the government to upgrade and promote English language education noting that the Filipinos’ English skills have deteriorated in the past few years.