Converge joins IBPAP at this year’s International IT-BPM Summit

Converge ICT Solutions Inc., the Philippines’ top pure fiber broadband and business solutions provider, took part in this year’s International IT-BPM Summit, hosted by the IT and Business Process Association of the Philippines (IBPAP). The two-day gathering, held at Okada Manila, showcased the new ideas and big wins of the IT-BPM industry in the Philippines. The summit also focused on how the industry helps society and boosts the economy.

This year’s summit celebrates a big milestone—20 years of the Philippine IT-BPM industry. The theme looks at the challenges the industry faces: talent and skills gaps, cyberattacks, and global political issues. The summit also served as a platform for the industry to set goals to grow and change in the future, giving attendees ideas and plans to deal with these issues and to lead the next phase of great IT-BPM work.

Jesus C. Romero, Senior Executive Vice President and Chief Operations Officer of Converge ICT Solutions Inc., opened the summit with a post-luncheon talk. Speaking from the perspective of a customer, he discussed how the BPO industry needs to adapt and update to stay strong and competitive as AI technology grows.

“The way we use AI today is to make the existing agents better. AI would allow agents to become experts, proactive, efficient, and effective. We have to think about how to leverage all of the capabilities of our people with emerging technology,” Mr. Romero explained.

Mr. Romero pushed attendees to rethink their view on competition. He pointed out that they’re up against more than just other businesses and nations—they’re also competing with tech itself: “We need to start thinking that there is a new generation of competitors. Software companies that develop products and services that do the same thing that we do.”

As the talk wrapped, Mr. Romero stressed that the end result should always match what customers want. “For customers, it really doesn’t matter if the information or resolution is delivered by an agent, by a robot, by automation, or a great mobile app. The outcome we want is to have very happy customers who have amazing experiences.”`

The International IT-BPM Summit marks a new era for the IT-BPO industry, showing how far the sector has come and how tough the challenges ahead are. By sharing its insights from the customer’s point of view, Converge reaffirmed its commitment to helping the industry grow and remain competitive as it finds the right balance between humans and artificial intelligence technology.