Globe taps Amdocs for $90-M IT project

Manila, Philippines - Globe Telecom, a joint venture between diversified conglomerate Ayala Corp. and Singapore’s Singtel Group, is relying heavily on world-renowned customer experience systems and services provider Amdocs to undertake its $90-million information technology transformation project.

Globe president and chief executive officer Ernest Cu said in a statement that the partnership with Amdocs would enable Globe to deliver increased value to its customers through innovative product offers and efficient execution of its most strategic, complex projects to simplify operations, and establish global business-process best practices.

Amdocs, recognized as BSS Vendor of the Year by Frost & Sullivan for the past three years, is mandated by the seven-year partnership to modernize and consolidate Globe’s business support and data warehouse systems and processes.

“Amdocs’ best-in-class business solutions will allow our customers to experience faster responses to service requests and enjoy more relevant product offerings, better credit control and loyalty programs, among many other improvements,” said Cu.

He said the new system Amdocs is currently putting into place would dramatically simplify their business support systems and operations, as well as business intelligence platforms.

“Our partnership with Amdocs will ultimately benefit our customers who can look forward to consistency in service from all Globe touchpoints including stores and contact centers, as well as compelling promos and offers relevant to specific Globe user segments,” he said.

Peter Bithos, senior advisor for consumer business of Globe, said the partnership is a strategic investment “as the dynamics in the mobile market has now changed the means of interaction between telcos and consumers.”

“Through social media and mobile Internet, customers are now looking to share experiences and make decisions at a more rapid pace. Our partnership with Amdocs will help us enable that,” Bithos said.

For his part, Amdocs vice president for global strategic sourcing Abhay Kumar said customers today are faced with an overwhelming blizzard of choice, and that the partnership would allow Globe to simplify this experience for them and offer an “entirely new mobile experience at a personal level.”

“By converting data from the BSS systems into actionable business intelligence, Globe will be able to personalize services as the company will ultimately know what a particular customer wants,” Kumar explained.

Globe is currently undergoing a massive network modernization program that would vastly improve mobile services of the company comparable to the rest of Asia.

To harness the capabilities of the company’s modern infrastructure, Globe embarked on an IT transformation using Amdocs systems to enrich the customer experience and create robust platforms for product and service delivery.