{"id":30776,"date":"2025-08-19T17:51:34","date_gmt":"2025-08-19T09:51:34","guid":{"rendered":"http:\/\/www.techbeatph.com\/wproot\/?p=30776"},"modified":"2025-08-19T17:51:34","modified_gmt":"2025-08-19T09:51:34","slug":"pldt-enterprise-and-ccap-power-contact-center-evolution","status":"publish","type":"post","link":"https:\/\/www.techbeatph.com\/wproot\/pldt-enterprise-and-ccap-power-contact-center-evolution\/","title":{"rendered":"PLDT Enterprise and CCAP Power Contact Center Evolution"},"content":{"rendered":"

<\/p>\n

PLDT Enterprise and CCAP Power Contact Center Evolution<\/h2>\n

Subhead: A 24-Year Partnership That\u2019s Future-Proofing the Philippine IT-BPM Sector<\/em><\/h3>\n
\"\"
\u00a0PLDT Enterprise participated in Contact Islands 2025 in Cebu, CCAP\u2019s flagship international conference bringing together top executives, policymakers, and tech leaders to exchange insights on the evolving customer experience landscape.<\/figcaption><\/figure>\n

Contact Islands 2025: Where Strategy Meets Scale<\/h3>\n

Held at the Fili Hotel NUSTAR in Cebu, Contact Islands 2025<\/strong> wasn\u2019t just another industry conference\u2014it 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.<\/p>\n

PLDT Enterprise didn\u2019t just show up. They showed up with purpose. As a longtime strategic partner of the Contact Center Association of the Philippines (CCAP)<\/strong>, PLDT Enterprise reaffirmed its role as a digital enabler for the country\u2019s most dynamic IT-BPM segment: contact centers.<\/p>\n

Kaye Bondoc-Dela Cruz, Head of PLDT Enterprise\u2019s IT-BPM Group, summed it up:<\/p>\n

\u201cOur commitment goes beyond connectivity\u2014we\u2019re co-creating solutions with CCAP to empower the sector with infrastructure, innovation, and talent development.\u201d<\/p>\n

Why Contact Centers Still Matter\u2014A Lot<\/h3>\n

Let\u2019s not forget: contact centers are the backbone of the Philippine IT-BPM industry<\/strong>. They account for the lion\u2019s share of export revenues and employ the majority of the sector\u2019s workforce.<\/p>\n

CCAP represents over 170 member companies<\/strong>, covering 83% of industry revenues<\/strong> and 88% of its employees<\/strong>. That\u2019s not just influence\u2014it\u2019s impact.<\/p>\n

PLDT Enterprise\u2019s partnership with CCAP is designed to help these operators thrive amid rising client expectations, emerging tech, and global uncertainty. And they\u2019re doing it with more than just fiber lines.<\/p>\n

Infrastructure That Doesn\u2019t Blink<\/h3>\n

PLDT Enterprise is backing up its promises with serious infrastructure muscle.<\/p>\n

With international cable systems like Apricot<\/strong> and Asia Direct Cable<\/strong>, they\u2019re delivering ultra-fast, low-latency connectivity<\/strong> and secure data management<\/strong>\u2014critical for voice and digital support services that run 24\/7.<\/p>\n

And then there\u2019s the VITRO Sta. Rosa data center<\/strong>. It\u2019s the country\u2019s first AI-ready hyperscale facility<\/strong>, built to support:<\/p>\n

    \n
  • AI model training<\/li>\n
  • GPU-as-a-service workloads<\/li>\n
  • Cloud-native applications<\/li>\n<\/ul>\n

    This isn\u2019t just future-proofing\u2014it\u2019s future-building.<\/p>\n

    Upskilling the Workforce for What\u2019s Next PLDT Enterprise and CCAP<\/h3>\n

    Tech is only half the story. The other half? People.<\/p>\n

    PLDT Enterprise knows that digital transformation won\u2019t stick unless the workforce evolves with it. That\u2019s why they\u2019re collaborating with IBPAP<\/strong>, CCAP<\/strong>, and other stakeholders to deliver upskilling programs focused on:<\/p>\n

      \n
    • Analytics<\/li>\n
    • Cybersecurity<\/li>\n
    • AI-enhanced customer experience<\/li>\n<\/ul>\n

      They\u2019re also supporting local startups that build platforms for smarter operations\u2014bridging data collection with real-time intelligence.<\/p>\n

      It\u2019s not just about surviving disruption. It\u2019s about leading through it.<\/p>\n

      CCAP + PLDT Enterprise: A Partnership That Delivers<\/h3>\n

      Haidee Enriquez, President of CCAP, put it best:<\/p>\n

      \u201cOur longstanding partnership reflects a shared mission to champion the Philippines as a global leader in customer experience, innovation, and talent.\u201d<\/p>\n

      And that mission is evolving. Contact centers are shifting from transactional voice support to knowledge-based roles<\/strong>.<\/p>\n

      PLDT Enterprise is responding with:<\/p>\n

        \n
      • AI-powered productivity tools<\/strong><\/li>\n
      • Private 5G solutions for BPO hubs<\/strong><\/li>\n
      • Sector-specific cybersecurity platforms<\/strong><\/li>\n<\/ul>\n

        These aren\u2019t just upgrades\u2014they\u2019re lifelines for an industry navigating cost pressures, talent gaps, and rising complexity.<\/p>\n

        The Bigger Picture: Inclusive Growth<\/h3>\n

        At its core, PLDT Enterprise\u2019s work with CCAP is about more than tech. It\u2019s about inclusive economic growth<\/strong>.<\/p>\n

        By enabling contact centers to scale, innovate, and upskill, they\u2019re helping the Philippines maintain its edge in global outsourcing\u2014while creating high-value jobs for Filipinos.<\/p>\n

        It\u2019s a win-win. For the industry. For the economy. And for the people behind every headset and dashboard.<\/p>\n

         <\/p>\n

        <\/p>\n","protected":false},"excerpt":{"rendered":"

        PLDT Enterprise and CCAP Power Contact Center Evolution Subhead: A 24-Year Partnership That\u2019s 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\u2019t just another industry conference\u2014it was a high-level huddle of executives, policymakers, and tech leaders dissecting the future of…<\/p>\n","protected":false},"author":3,"featured_media":30777,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"categories":[12092],"tags":[15771,15764,15766,15767,15769,15760,15773,15762,15761,15774,15776,15282,15759,15768,15765,15775,15770,15772,15763],"class_list":["post-30776","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telco","tag-ai-tools-for-contact-centers","tag-ai-ready-data-center-philippines","tag-apricot-cable-system","tag-asia-direct-cable-pldt","tag-ccap-member-companies","tag-contact-islands-2025-cebu","tag-cybersecurity-for-bpos","tag-it-bpm-sector-philippines","tag-philippine-contact-center-industry","tag-pldt-and-ibpap-collaboration","tag-pldt-customer-experience-innovation","tag-pldt-digital-transformation","tag-pldt-enterprise-ccap-partnership","tag-pldt-enterprise-infrastructure","tag-pldt-hyperscale-facility","tag-pldt-startup-partnerships","tag-pldt-workforce-upskilling","tag-private-5g-for-bpo","tag-vitro-sta-rosa-data-center"],"_links":{"self":[{"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/posts\/30776","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/comments?post=30776"}],"version-history":[{"count":1,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/posts\/30776\/revisions"}],"predecessor-version":[{"id":30778,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/posts\/30776\/revisions\/30778"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/media\/30777"}],"wp:attachment":[{"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/media?parent=30776"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/categories?post=30776"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.techbeatph.com\/wproot\/wp-json\/wp\/v2\/tags?post=30776"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}