How PLDT Delivered Customer Experience Gains in Just Six Weeks
See how PLDT transformed customer service operations with Amdocs Unified Case Management and the Customer Engagement Platform, achieving a 27-point NPS improvement for a targeted use case, a 48% reduction in L1 ticket resolution time, and eliminating more than 2,200 hours of customer wait time through AI-driven automation and unified customer engagement.
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PLDT, the Philippines' largest integrated telecommunications provider, set out to modernize customer service operations and simplify a fragmented technology environment that required agents to navigate multiple systems to resolve customer issues.
Working with Amdocs, PLDT deployed Unified Case Management on the Amdocs Customer Engagement Platform, creating a single, AI-enabled environment for case creation, tracking, routing, and resolution.
The results were immediate:
- 27-point NPS improvement for a targeted use case
- 48% reduction in L1 ticket resolution time
- 2,200 hours of customer wait time eliminated
- 50% reduction in agent screens
- 2,000+ daily Copilot users
- 87% of cases resolved with AI-assisted support
Read this IDC Customer Case Study to learn how PLDT modernized customer care, streamlined operations, accelerated service delivery, and laid the groundwork for its next phase of CRM and AI transformation.
