To hasten its digital transformation, Globe Telecom Inc. has moved the bulk of its technology infrastructure to Amazon Web Services, Inc. (AWS), the world’s most comprehensive and broadly adopted cloud platform.
By leveraging AWS, Globe is reducing the time required to provision new infrastructure resources from more than two months to less than two days, increasing app performance 15 times and reducing its infrastructure maintenance and operation costs by 30 per cent.
AWS, an Amazon.com company, made the announcement today (Dec. 14).
Globe now draws on AWS’ portfolio of cloud services, including compute, databases, analytics, machine learning and customer engagement, to connect more communities to the internet enabling 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 telci continues to migrate applications to AWS to modernize its technology infrastructure and innovate new services.
Using Amazon Connect, a cloud-based contact center, Globe developed better ways to serve customers more efficiently.
Globe transitioned more than 3,000 customer service agents from its legacy, on-premises Avaya contact center to Amazon Connect.
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 just 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 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.
To sustain Globe’s cloud-first strategy, the telco worked with AWS to launch a skills enablement program, 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 to operate in a technical field.
In addition, more than 200 employees have completed AWS training programs this year.
By strengthening its cloud skills base, Globe helps 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,” according to 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.”