The modernisation deals see Globe strike a multi-year deal with Amdocs to update its IT operations across several business lines as it looks to boost customer self-service tools.
Amdocs will work with AWS to deliver cloud-based intelligent omnichannel routing and interactions management. This is powered by capabilities such as Artificial Intelligence, Machine Learning and Agent Desktop Unification.
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.
"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."
"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."
