Amdocs, a provider of software and services to communications and media companies, is collaborating with Amazon Web Services (AWS) in enabling Globe Telecom, one of the Philippines’ largest telecommunications providers, to deliver cloud-based intelligent omnichannel routing and interactions management.
This collaboration aims to bring digital engagement to life, delivering effortless experience across all Globe Telecom touchpoints including web, portal, self-service and mobile applications, social media and messaging platforms, hotline, as well as email. This is powered by capabilities such as Artificial Intelligence, Machine Learning and Agent Desktop Unification, enabling Globe Telecom to continue to level up the care it gives to customers.
The Amazon Connect cloud-based omnichannel solution comes with open application programming interfaces (APIs), allowing Globe Telecom the flexibility to integrate with the AmdocsONE solution set, internal and third- party software systems. Amdocs will integrate these into the Globe Customer Engagement Center (CEC) infrastructure, also providing process automation with Intelligent Operations services. The solution will also provide real-time analytics for deeper insight and improvement to the customer journey.
“Our commitment is to deepen our relationships with customers, for the long haul. This starts with making each and every interaction with them as effortless as possible,” said Rebecca Eclipse, chief customer experience officer at Globe Telecom. “We are inspired by this collaboration with Amdocs and Amazon Web Services, and we believe this will enhance the experience of our customers beyond just self-service empowerment; truly caring for them and ushering them into an enriching digital lifestyle.”
Amdocs recently signed a multi-year service agreement with Globe to assist the telecommunications company in modernizing its IT operations for several lines of businesses, including prepaid and postpaid mobile services, fixed-line broadband, and enterprise services.
“Modernizing IT operations constantly is important in providing a more efficient customer experience. With the transition, Globe expects to deliver better customer interactions, by intelligently routing customer support requests to a more efficient type of assistance,” Gil Genio, chief technology and information officer at Globe Telecom, said.
“A modern, cloud-based omnichannel solution will provide Globe Telecom with an agile and robust environment that can be easily configured to meet their current and future needs”, said Nick Walton, managing director, at Amazon Web Services ASEAN. “With deep domain know-how and a strong track record of successfully delivering complex digital transformation projects, Amdocs is ideally suited to move the IT infrastructure and service aware network of communications and media companies into the cloud.”
“As consumers are increasingly expecting convenient, portable and user-friendly capabilities, telecom and media companies are moving to microservices, cloud and DevOps for the flexibility required to more quickly adapt and evolve to these fast-changing consumer demands,” said Gary Miles, chief marketing officer, Amdocs. “In collaboration with AWS, we help accelerate our customers’ cloud journeys and are excited to partner with agile innovators such as Globe Telecom who are expanding their use of cloud to transform customer engagements.”