TLDR: Philippine broadband provider Converge ICT Solutions Inc., alongside international partners including Telus, AWS, Vodafone, Verizon, and RADCOM, has won the ‘ODA (Open Digital Architecture) in a Box’ category at the TM Forum’s 2025 Moonshot Catalyst Awards. Their winning innovation is an ‘Agentic AI’ or Concierge AI Agent, an intelligent assistant designed to proactively monitor customer journeys and anticipate issues, shifting telecom support from reactive to predictive. This marks Converge’s second consecutive win at these prestigious awards, highlighting their commitment to AI-driven digital innovation in customer service.
Converge ICT Solutions Inc., a leading fiber broadband and technology solutions provider in the Philippines, has once again achieved significant recognition on the global stage, triumphing at the TM Forum’s 2025 Moonshot Catalyst Awards. This innovation-driven competition, hosted by the TM Forum, a global alliance of connectivity companies, saw Converge and its international collaborators emerge victorious in the ‘ODA (Open Digital Architecture) in a Box’ challenge.
The winning solution, an ‘Agentic AI’ or Concierge AI Agent, is a proactive and intelligent assistant designed to continuously monitor the customer journey and engage with customers before problems even arise. This innovative approach directly addresses the prevalent passive and reactive nature of telecom support, where customers typically initiate contact for issues like billing errors, service disruptions, or plan queries, often navigating complex IVRs, chatbots, or enduring long wait times.
This traditional reactive model leads to slow complaint resolutions, frustrated customers, high operational costs, and limited scalability, as new products or services frequently demand staff retraining, custom integrations, and lengthy setup cycles. The Concierge AI Agent aims to revolutionize this by enabling platform components to communicate with each other, shifting the approach from reactive to predictive.
Eugene Yeo, Converge Chief Executive Adviser, emphasized the solution’s impact, stating, “We were looking for a solution that boosts proactive customer issue detection and resolution. 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. This study was done with the support of some great collaborators who helped make this happen.”
The collaborative team included industry giants such as Telus, AWS, Vodafone, Verizon, and RADCOM. Converge specifically contributed insights into the complexities of the Philippine telecom market’s customer service experience, aiding in the development of these AI-driven solutions. The team demonstrated that without the ODA framework, deploying AI agents is a cumbersome process, potentially involving inconsistent data and legacy systems, and could take up to six months for a single AI agent deployment.
Converge is actively integrating more AI-enabled tools into its operations, particularly within customer service. In the past year, the company has leveraged Salesforce to automate customer management processes. These solutions empower Converge to receive alerts on online sentiments and conversations, significantly enhancing its ability to respond effectively to potential incidents.
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This victory marks Converge’s second consecutive win at the Moonshot Catalyst Awards, underscoring the company’s unwavering commitment to digital innovation and its consistent participation in initiatives that push the boundaries of AI-driven telecom solutions.
