Globe Telecom ramps up CX, cloud skills base with AWS

Globe Telecom in the Philippines has moved the majority of its technology infrastructure to Amazon Web Services to accelerate its digital transformation and improve customer experience. 

So far, Globe has migrated carrier-grade and mission-critical applications, including contact centre operations, customer analytics, network and service assurance systems, and infrastructure operations, monitoring, and security, from its on-premises data centre to AWS. 

By leveraging AWS, Globe Telecom 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%.

Using Amazon Connect, a cloud-based contact centre, Globe developed better ways to serve their customers and more efficiently answer customer questions, helping more customers get connected to the Internet via a seamless online experience. 

Also, 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. 

Using Amazon Lex, a service for building conversational interfaces into any application using voice and text, Globe built an artificial intelligence (AI)-powered customer service chatbot named “Gie,” connected to Globe CRM platforms, in only 12 weeks. Gie supports self-service transactions for postpaid and prepaid mobile users, such as topping up mobile data. 

In addition to customer-facing technologies, Globe has migrated seven core carrier-grade workloads from on-premises data centres to AWS, including its MYCOM network and service assurance system, as well as infrastructure operations, monitoring, and security.

Last month the company worked with AWS to launch a skills enablement program called Athena Globe Community of Practice. The program provides cloud enablement offerings and aims to ensure 100% of its IT team is AWS Certified by next year. 

In addition, more than 200 employees have completed AWS training programs this year. By strengthening its cloud skills base, Globe is helping its employees increase their career potential and encourage a culture of experimentation, which ultimately accelerates customer innovation.

“The capabilities of AWS enable us to foster a customer-focused company culture that uses technology to solve meaningful customer problems,” said Ernest Cu, president and CEO of Globe. “This helps us develop more purposeful relationships with our customers, making us their network of choice.”