PLDT Enterprise and CCAP Power Contact Center Evolution
PLDT Enterprise and CCAP Power Contact Center Evolution
Subhead: A 24-Year Partnership That’s Future-Proofing the Philippine IT-BPM Sector
Contact Islands 2025: Where Strategy Meets Scale
Held at the Fili Hotel NUSTAR in Cebu, Contact Islands 2025 wasn’t just another industry conference—it was a high-level huddle of executives, policymakers, and tech leaders dissecting the future of customer experience. PLDT Enterprise and CCAP Power Contact Center Evolution.
PLDT Enterprise didn’t just show up. They showed up with purpose. As a longtime strategic partner of the Contact Center Association of the Philippines (CCAP), PLDT Enterprise reaffirmed its role as a digital enabler for the country’s most dynamic IT-BPM segment: contact centers.
Kaye Bondoc-Dela Cruz, Head of PLDT Enterprise’s IT-BPM Group, summed it up:
“Our commitment goes beyond connectivity—we’re co-creating solutions with CCAP to empower the sector with infrastructure, innovation, and talent development.”
Why Contact Centers Still Matter—A Lot
Let’s not forget: contact centers are the backbone of the Philippine IT-BPM industry. They account for the lion’s share of export revenues and employ the majority of the sector’s workforce.
CCAP represents over 170 member companies, covering 83% of industry revenues and 88% of its employees. That’s not just influence—it’s impact.
PLDT Enterprise’s partnership with CCAP is designed to help these operators thrive amid rising client expectations, emerging tech, and global uncertainty. And they’re doing it with more than just fiber lines.
Infrastructure That Doesn’t Blink
PLDT Enterprise is backing up its promises with serious infrastructure muscle.
With international cable systems like Apricot and Asia Direct Cable, they’re delivering ultra-fast, low-latency connectivity and secure data management—critical for voice and digital support services that run 24/7.
And then there’s the VITRO Sta. Rosa data center. It’s the country’s first AI-ready hyperscale facility, built to support:
- AI model training
- GPU-as-a-service workloads
- Cloud-native applications
This isn’t just future-proofing—it’s future-building.
Upskilling the Workforce for What’s Next PLDT Enterprise and CCAP
Tech is only half the story. The other half? People.
PLDT Enterprise knows that digital transformation won’t stick unless the workforce evolves with it. That’s why they’re collaborating with IBPAP, CCAP, and other stakeholders to deliver upskilling programs focused on:
- Analytics
- Cybersecurity
- AI-enhanced customer experience
They’re also supporting local startups that build platforms for smarter operations—bridging data collection with real-time intelligence.
It’s not just about surviving disruption. It’s about leading through it.
CCAP + PLDT Enterprise: A Partnership That Delivers
Haidee Enriquez, President of CCAP, put it best:
“Our longstanding partnership reflects a shared mission to champion the Philippines as a global leader in customer experience, innovation, and talent.”
And that mission is evolving. Contact centers are shifting from transactional voice support to knowledge-based roles.
PLDT Enterprise is responding with:
- AI-powered productivity tools
- Private 5G solutions for BPO hubs
- Sector-specific cybersecurity platforms
These aren’t just upgrades—they’re lifelines for an industry navigating cost pressures, talent gaps, and rising complexity.
The Bigger Picture: Inclusive Growth
At its core, PLDT Enterprise’s work with CCAP is about more than tech. It’s about inclusive economic growth.
By enabling contact centers to scale, innovate, and upskill, they’re helping the Philippines maintain its edge in global outsourcing—while creating high-value jobs for Filipinos.
It’s a win-win. For the industry. For the economy. And for the people behind every headset and dashboard.
