Globe Telecom Inc. said Monday it teamed up with Amazon Web Services Inc. to accelerate its digital transformation and improve customer experience.
The telecom unit of the Ayala Group said it would draw on AWS’s broad and deep portfolio of cloud services, including compute, databases, analytics, machine learning and customer engagement, to enrich the lives of Filipinos by connecting more communities to the internet.
“Globe is committed to delivering new services that promote digital inclusion and improve the lives of Filipinos, and AWS helps us do just that,” Globe president and chief executive Ernest Cu said.
“The capabilities of AWS enable us to foster a customer-focused company culture that uses technology to solve meaningful customer problems. This helps us develop more purposeful relationships with our customers, making us their network of choice,” he said.
Conor McNamara, managing director for ASEAN at AWS, said Globe was successfully transforming to become more innovative and agile to better meet the rapidly changing demands of its customers.
“By selecting AWS for the majority of its cloud infrastructure, Globe enables all employees across the organization to access the technology and applications needed to innovate new services at speed and scale, bringing opportunities to deliver new customer experiences and further drive digital inclusion in the Philippines,” McNamara said.
Globe has migrated carrier-grade and mission-critical applications, including contact center operations, customer analytics, network and service assurance systems and infrastructure operations, monitoring, and security, from its on-premises data centers to AWS.
Globe said it continued to migrate applications to AWS to further modernize its technology infrastructure and innovate new services.
It said that by leveraging AWS, it reduced the time required to provision new infrastructure resources from more than two months to less than two days, increased app performance by 15 times and reduced infrastructure maintenance and operation costs by 30 percent.
Using Amazon Connect, a cloud-based contact center, Globe developed better ways to serve customers and more efficiently answer customer questions, helping more customers get connected to the Internet via a seamless online experience.
Globe said it transitioned more than 3,000 customer service agents from its legacy, on-premises Avaya contact center to Amazon Connect to innovate new customer service features that integrate with the open Amazon Connect platform.
Globe uses Amazon Polly, a machine learning service that turns text into lifelike speech, to help customers that call Globe with service inquiries such as bill payments or updating subscription details.