Philippine broadband provider Converge ICT Solutions Inc. and its international collaborators clinched top honors at the TM Forum’s 2025 Moonshot Catalyst Awards, a global competition that recognizes breakthrough innovations in the connectivity industry.

Teaming up with Telus, AWS, Vodafone, Verizon, RADCOM, and other technology leaders, Converge emerged as champion in the “ODA (Open Digital Architecture) in a Box” category with its innovative Concierge AI Agent—an intelligent assistant designed to transform how telecom companies handle customer support.

Unlike the current industry standard where customers must initiate contact for billing issues or service disruptions, the Concierge AI Agent is designed to proactively monitor the customer journey, anticipating issues before they escalate. The system shifts telecom customer support from reactive to predictive, streamlining problem resolution and enhancing user experience.

“We were looking for a solution that boosts proactive customer issue detection and resolution,” said Eugene Yeo, Converge Chief Executive Adviser. “When our platform components communicate with each other—not just with the customer—it shifts the approach from being reactive to predictive. This means customers get faster resolutions, more engagement, and experiences that feel uniquely tailored to them.”

Converge contributed its understanding of the Philippine telecom landscape to the collaboration, providing real-world insights into customer service pain points and how AI can improve user satisfaction in emerging markets.

The team illustrated the efficiency of their platform using a real-world scenario: without an ODA framework, deploying an AI agent across legacy systems could take up to six months. The new architecture simplifies deployment, improves scalability, and allows telcos to respond more quickly to consumer needs.

Converge has already begun integrating AI tools in its day-to-day operations. In partnership with Salesforce, the company has automated customer management systems and enhanced online sentiment monitoring—allowing it to receive real-time alerts based on public feedback and conversations.

This marks the second consecutive year that Converge has been part of a winning team at the Moonshot Catalyst Awards, further solidifying its commitment to digital transformation and leadership in telecom innovation.

Hosted by TM Forum, the Moonshot Catalyst Awards are part of a global initiative to challenge companies in the connectivity sector to develop future-ready, AI-powered solutions aimed at improving service delivery, cutting costs, and redefining customer experience.