Converge ICT Solutions Inc., the country’s leading fiber broadband and technology provider, has secured top honors at the TM Forum Moonshot Catalyst Awards, reinforcing its leadership in AI-driven digital innovation in the telecom sector.
Competing alongside global telecom giants including Telus, AWS, Vodafone, Verizon, and RADCOM, Converge emerged as a winner in the “ODA in a Box” challenge with its co-developed “Agentic AI” solution—an intelligent, proactive concierge AI agent designed to detect and resolve customer issues before they arise.
The award-winning solution redefines traditional telecom support models, shifting from reactive to predictive service. Designed under the Open Digital Architecture (ODA) framework, it tackles long-standing pain points such as slow complaint resolution, high operating costs, and siloed service departments—key commercial challenges in scaling telecom operations.
“We were looking for a solution that boosts proactive customer issue detection and resolution,” said Converge Chief Executive Adviser Eugene Yeo. “This innovation enables a more personalized and efficient customer experience while significantly improving operational scalability.”
Converge’s participation brought crucial insights from the Philippine telecom market, where customer support complexity is high. The collaborative solution demonstrated that without the ODA framework, deploying a single AI agent could take up to six months due to data inconsistencies and legacy systems.
This marks the second consecutive year Converge has been part of a Moonshot Catalyst-winning team, reflecting its sustained investment in automation, digital transformation, and AI-led customer engagement. The company is currently expanding its use of AI tools, including integrations with Salesforce, to monitor customer sentiment and automate service management.
Hosted by TM Forum, a global alliance of connectivity companies, the Moonshot Catalyst Awards spotlight breakthrough innovations shaping the future of telecom services.
