Amdocs announced it is collaborating with Amazon Web Services (AWS) to enabling Philippine operator Globe Telecom to deliver cloud-based intelligent omnichannel routing and interactions management.
This collaboration aims to enable digital engagement and deliver ‘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, Amdocs says.
The Amazon Connect cloud-based omnichannel solution comes with open 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.
Amdocs recently signed a multi-year service agreement with Globe to assist the operator 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,” said Gil Genio, chief technology and information officer at Globe Telecom.
“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.
“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.