In the face of global disruption and rapid technological change, PLDT Enterprise reaffirmed its commitment to the growth and digital transformation of the Philippine contact center industry through its continued strategic partnership with the Contact Center Association of the Philippines (CCAP) the country’s leading organization for customer experience and offshoring professionals, for over 24 years.
“At PLDT Enterprise, we recognize the contact center industry as a cornerstone of the Philippine economy and a gateway to inclusive growth. Our commitment goes beyond connectivity — we are co-creating solutions with our partners like CCAP to empower the sector with the infrastructure, innovation, and talent development needed to compete globally and evolve with the digital age,” said Kaye Bondoc-Dela Cruz, Head of IT-BPM Group, PLDT Enterprise.
A Digital Partner to the Contact Center Sector
Contact centers are the largest and most dynamic component of the country’s IT-BPM industry, accounting for the majority of its workforce and export revenues. With over 170 members representing more than 83% of industry revenues and nearly 88% of its employees, CCAP plays a pivotal role in sustaining the Philippines’ position as the top global destination for outsourced customer experience services.
In line with this, PLDT Enterprise’s partnership with CCAP enables contact center operators to thrive amid rising client demands, emerging technologies, and geopolitical headwinds. With international cable systems like Apricot and Asia Direct Cable, PLDT Enterprise ensures business continuity, secure data management, and ultra-fast, low-latency connectivity for voice and digital support services.
Beyond global infrastructure, PLDT Enterprise continues to drive economic resilience through targeted programs and innovations that address the evolving needs of the contact center sector. The company also leads in enabling digital transformation through the VITRO Sta. Rosa data center, the Philippines’ first AI-ready hyperscale facility, built to support AI model training, GPU-as-a-service workloads, and cloud-native applications vital to contact centers transitioning toward high-value, knowledge-based services.
Recognizing the importance of workforce agility, PLDT Enterprise collaborates with industry associations like IBPAP and CCAP to deliver upskilling initiatives focused on analytics, cybersecurity, and AI-enhanced customer experience. It also supports innovation through partnerships with local startups for platforms that bridge data collection and real-time intelligence for smarter operations. These initiatives collectively empower the industry to not only withstand global headwinds but also become a key driver of inclusive economic growth in the Philippines.
As part of its longstanding support for CCAP and its continued commitment to the growth of the industry, PLDT Enterprise participated in Contact Islands 2025 at the first half of 2025. Held at the Fili Hotel NUSTAR in Cebu, Contact Islands is CCAP’s flagship international conference that convenes top executives, policy makers, and tech leaders to exchange insights and strategies for navigating the evolving customer experience landscape.
“CCAP is proud to collaborate with PLDT Enterprise in building a smarter, more secure, and more sustainable future for the contact center industry,” said Haidee Enriquez, President of CCAP. “Our longstanding partnership reflects a shared mission to champion the Philippines as a global leader in customer experience, innovation, and talent.”
A Commitment to Contact Centers: Driving Transformation Through Innovation
As the contact center industry evolves from transactional voice support to more complex, knowledge-based roles, PLDT Enterprise is advancing AI-powered productivity tools, private 5G solutions for BPO hubs, and cybersecurity platforms tailored to the sector’s needs. These innovations help contact centers enhance their customer experience delivery while addressing cost, security, and workforce challenges.
Moreover, PLDT Enterprise plays an active role in workforce upskilling initiatives in collaboration with CCAP and other industry stakeholders ensuring Filipino professionals are ready for high-value roles in analytics, digital services, and AI-assisted interactions.
Through secure infrastructure, scalable digital solutions, and meaningful industry engagement, PLDT Enterprise empowers the contact center sector to navigate change and unlock new opportunities for national growth and inclusive employment.
