Contact Center as a Service (CCaaS)

PLDT Cloud Contact Center as a Service (CCaaS) is a revolutionary new way to operate contact centers of any size, whether small or large. You get all the full-featured services you need on a pay-per-use and pay-per-application model that’s hosted in the VITRO Data Center for absolute flexibility and scalability. Secure, resilient, cost-effective, highly flexible and readily scalable according to your ever-changing needs, PLDT CCaaS is the ideal solution for any call center looking for better business agility and complete features.

Application Modules:

Automatic Call Distribution (ACD): This application automatically matches customers to the right agents, based on criteria such as language preferences and/or expertise. Its intelligent and flexible software with skill based routing enables your customers to get the right agent, regardless of the agent location.

Reporting and Call Recording: Now your call center can keep a record of all calls and interactions, even desktop screenshots, in cloud-based archives. These archives furnish supervisors with key indicators, to manage operations more efficiently.

Agent Performance Analytics: This allows your management team to oversee and optimize agent performance through interactive quality metrics and sophisticated analyses.

Professional Services: PLDT CCaaS boasts seamless integration with any current CRM, workforce management, and business intelligent software you currently use.

Interactive Voice Response (IVR): Maximize your call center efficiency through highly-advanced voice recognition software with silent human guides. PLDT offers a broad range of IVR – DTMF IVR, speech recognition IVR, conversational IVR (human assisted speech recognition), secure data IVR (for PCI compliance and secure data) and IVR for customer satisfaction surveys.

Remote Agent Desktop: Optimize your desktop application management and deliver uniform virtual applications to agents through a reliable CITRIX environment. All needed applications are hosted on a virtual desktop interface.


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