Globe Telecom, Amdocs Ink Deal For Better Customer Experience

Globe Telecom, Amdocs Ink Deal For Better Customer Experience

Today, Filipino consumers are overwhelmed with a blizzard of services and solutions, but at the personal level, they are looking for those that are simple and customized according to their needs.

Through its partnership with customer experience system and service provider Amdocs, Globe Telecom is set to make this a reality for its subscribers in the country. The two companies recently signed an agreement which involves a seven year process in which Amdocs will assist Globe in upgrading and improving its business support systems (BSS) and enterprise data warehouse.

After years of research, Globe has chosen Amdocs because of its specialization. Globe’s executives emphasized that the telco giant is not just investing in IT but more in the delivery of better customer experience. Globe subscribers who are relying on the company’s prepaid and postpaid wireless, wireline, and broadband services are expected to get benefit from this partnership.

The succeeding press release provides more details:

MANILA, PHILIPPINES - Globe Telecom and Amdocs announced the signing of a seven-year agreement for the transformation and continuous upgrading and improvement of Globe Telecom’s business support systems (BSS) and enterprise data warehouse.

The agreement is aimed at modernizing and consolidating Globe’s BSS and data warehouse systems as well as business processes across prepaid and postpaid wireless, wireline, and broadband operations. This will enable Globe to better manage its customer relationships across various product offerings within the organization, and provide a new level of personalized customer experience that its current subscribers will appreciate.

“We selected Amdocs to help us transform our IT infrastructure, having seen their track record in delivering similar data warehouse and BSS transformation projects around the world,” said Ernest Cu, Globe president and chief executive officer.

“With a strategic partner like Amdocs, we can approach these two large projects in a holistic manner. We will be able to convert data from our BSS systems into actionable business intelligence that will enable us to improve the customer experience, drive service uptake and revenues, and reduce operational costs,” he added.

For the Globe BSS transformation, Amdocs will deliver multiple products from its CES 8.1 portfolio and will provide continuous upgrades across all in-scope Amdocs and related third party systems. Amdocs’ solutions include convergent charging and billing, customer management, ordering and enterprise-wide product catalog.

Amdocs was previously awarded a system integration project in November 2011 to replace Globe’s existing data warehouse with new systems from Teradata, SAS, EMC, Informatica, IBM and HP, as well as centralize information across Globe billing, customer management and ordering systems for advanced analytical capabilities.

“Transforming both BSS and data warehouse platforms with direct oversight from Amdocs positions Globe at the forefront of operational excellence in the Philippines and frees the telecom firm to focus on business growth,” said Brian Shepherd, group president for Amdocs.

“Our processes and advanced products allow easy definition, tracking and performance level improvement, and gives Globe full control over improved operational results,” Shepherd said.

This new agreement expands Amdocs’ existing relationship with Globe, following the deployment of the network-based Amdocs Service Platform in June 2010. Using the platform, Globe was able to reduce from months into weeks the time it would take to market for new applications and customer promotions, drive a double-digit increase in ARPU, and a triple take-up of broadband promotions.