customer

CustomerZone360 NEWS

Free eNews Subscription

PLDT Taps MATRIXX to Convert to Digital Customer Service, Invests in Part of Company

By David Delony March 31, 2016

MATRIXX Software has announced that Philippine carrier SMART Communications has selected the company’s Digital Commerce platform to handle its mobile business.

SMART’s parent company, the Philippine Long Distance Telephone Company (PLDT), has also invested in MATRIXX through its PLDT Capital arm.

“The PLDT Group continues our model of prestigious companies that are investors as well as customers,” MATRIXX founder, CEO and CTEO Dave Labuda said. “They are genuinely changing the game in Asia when it comes to digital service innovation, and we’re excited to help deliver outstanding experiences to customers of its wireless service provider, SMART Communications.”

The Digital Commerce platform is designed for companies that want to take their customer service platforms digital, offering “build your own plans” and solutions based on customer self-service.

PLDT wanted a solution that would let them convert to a digital platform without having to make a lot of IT investment, so they turned to MATRIXX. The company had the new system up and running in weeks instead of months.

PLDT’s customers now have the ability to customize their service and consequently their billing, which is crucial in a very competitive market like the one PLDT finds itself in. Outside the U.S., prepaid wireless dominates and carriers have to offer low rates to keep their customers from switching without the pain of breaking their contracts.

With over 70 million subscribers already, the company appreciates the agility that MATRIXX gives them.

“Evolution of the telco into a Digital Service Provider requires viewing the customer through a different lens, in order to identify new ways of serving them,” PLDT chief strategy advisor and co-managing director of PLDT Capital Winston Damarillo said. “We’re transforming the customer experience, and we chose MATRIXX Software because its technology and performance is unmatched, and they are able to help drive the PLDT Group’s digital vision more rapidly than anyone else.”




Edited by Stefania Viscusi
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Contributing Writer

SHARE THIS ARTICLE
Related Articles

Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility

By: Tracey E. Schelmetic    3/28/2024

Customer engagement company Verint recently announced the launch of the Verint TimeFlex Bot to redefine agent scheduling flexibility in the contact ce…

Read More

Attentive Offers Solutions for Better AI Customer Interaction and Personalization

By: Tracey E. Schelmetic    3/28/2024

AI marketing platform company Attentive recently announced the next generation of Attentive AI with two premium AI solutions - AI Journeys and AI Pro.

Read More

The Future of Customer Service? Vonage Integrates Generative AI into Conversational Commerce

By: Greg Tavarez    3/27/2024

Vonage, a cloud communications provider under Ericsson, today announced generative AI integration within its Conversational Commerce platform, powered…

Read More

Talkdesk and Verint Expand Partnership for Workforce Management

By: Tracey E. Schelmetic    3/26/2024

AI-powered contact center solutions provider Talkdesk, Inc. recently announced an expanded partnership with Verint to provide automated workforce mana…

Read More

German Multinational Henkel Expands Relationship with Adobe for Generative AI

By: Tracey E. Schelmetic    3/25/2024

Henkel, a German multinational chemical and consumer goods company, recently expanded its partnership with Adobe to advance Henkel's content supply ch…

Read More