Solution at Immigration Forum ePLDT recently featured its contact center solution at the 5th ASEAN Immigration Intelligence Forum. Hosted by the Bureau of Immigration, the event was attended by immigration heads, intelligence chiefs, and consuls from the 10 member-countries of the Association of Southeast Asian Nations (ASEAN). As part of the exhibit, ePLDT demonstrated the Unified Contact Center Plus (UCCP) contact center solution which government institutions such as the Bureau of Immigration can employ to improve customer communications and service delivery. The forum participants had a first-hand look at how the contact center system would work via a simulation conducted by ePLDT’s technical team, using the UCCP solution to run the Bureau of Immigration’s National Operations Center (NOC).

The agency’s NOC is expected to be linked to the Citizen’s Helpline, a project launched early this year by the Commission on Information and Communications Technology (CICT) and the Civil Service Commission (CSC). The Citizen’s Helpline will interconnect the public assistance systems of various government agencies into a single hotline which the public can call to report complaints or inquire about services. Photo shows (from left) the ePLDT team led by Yohlie Jarlego, assistant vice president for IP contact center solutions (3rd from right); Andrew Smith, pre-sales support engineer (leftmost); Josie Duran, team leader (2nd from right); and Aislinn Duque, CRM support services manager (rightmost) with officers from the Bureau of Immigration: (from 2nd from left) Ralph Emmanuel Malaluan, GJ De Leon, Benjamin Latorena, Michael Gata, Calter Interior and Albert Pineda.

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