Globe Telecom Accelerates Cloud Journey With AWS to Transform Customer Experience

Today, Amazon Web Services, Inc. (AWS), an Amazon.com company, announced that Globe Telecom, the largest mobile network operator in the Philippines with over 80 million customers, has moved the majority of its technology infrastructure to AWS to accelerate its digital transformation and improve customer experience. Globe is drawing on AWS’s broad and deep portfolio of cloud services, including compute, databases, analytics, machine learning and customer engagement, to enrich the lives of Filipinos by connecting more communities to the internet to enable them access to digital finance, healthcare, and education services. To date, Globe has migrated carrier-grade and mission-critical applications, including contact center operations, customer analytics, network and service assurance systems, and infrastructure operations, monitoring, and security, from its on-premises data centers to AWS. The telecom company continues to migrate applications to AWS to further modernize its technology infrastructure and innovate new services. 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 15x, and reduced infrastructure maintenance and operation costs by 30%.

Using Amazon Connect, a cloud-based contact center, 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. Globe transitioned more than 3,000 customer service agents from its legacy, on-premises Avaya contact center to Amazon Connect to innovate new customer service features that integrate with the open Amazon Connect platform. 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 of Globe, connected to Globe CRM platforms, in only twelve 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 centers to AWS, including its MYCOM network and service assurance system, as well as infrastructure operations, monitoring, and security. 

In order to sustain Globe’s cloud-first strategy and ensure its employees are equipped to continuously innovate, 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. It incorporates AWS Training and Certification programs, which provide employees with courses to build practical AWS Cloud knowledge that is essential to operating in a technical field, in order to empower employees to innovate on behalf of customers. 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. 

“Globe is committed to delivering new services that promote digital inclusion and improve the lives of Filipinos, and AWS helps us do just that,” said Ernest Cu, President and CEO of Globe. “The capabilities of AWS enable us to foster a customer-focused company culture that uses technology to solve meaningful customer problems. This helps us develop more purposeful relationships with our customers, making us their network of choice.”

“Globe is successfully transforming to become more innovative and agile to better meet the rapidly changing demands of its customers,” said Conor McNamara, Managing Director, ASEAN, at AWS. “By selecting AWS for the majority of its cloud infrastructure, Globe enables all employees across the organization to access the technology and applications needed to innovate new services at speed and scale, bringing opportunities to deliver new customer experiences and further drive digital inclusion in the Philippines.”

About Amazon Web Services
For 14 years, Amazon Web Services has been the world’s most comprehensive and broadly adopted cloud platform. AWS offers over 175 fully featured services for compute, storage, databases, networking, analytics, robotics, machine learning and artificial intelligence (AI), Internet of Things (IoT), mobile, security, hybrid, virtual and augmented reality (VR and AR), media, and application development, deployment, and management from 77 Availability Zones (AZs) within 24 geographic regions, with announced plans for 18 more Availability Zones and six more AWS Regions in Australia, India, Indonesia, Japan, Spain, and Switzerland. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—trust AWS to power their infrastructure, become more agile, and lower costs. To learn more about AWS, visit aws.amazon.com.