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Globe partners with Amdocs to bring you personalized customer experience

Don’t you hate calling any customer support hotline and before you can speak to an actual person, you have to go through a number of service offerings that doesn’t concern you, then pay close attention to a lot of options before actually learning that the support personnel on the other end can’t really help you and will have to escalate your issue leaving you with nothing, not even the assurance that you need.

Globe Amdocs

Globe’s President and CEO, Ernest Cu, announcing their 7-year agreement with Amdocs

That’s just one of the thing’s Globe is going to address through their recent 7-year partnership with Amdocs, a leading provider of customer experience systems and services. Through this agreement, Globe is aiming to modernize their business support systems (BSS) and data warehouse, as well as their business processes across all their operations including wireline and broadband.

Not only will this partnership enhance a customer’s support experience but also gives customer the personal experience they need from the service. Say for example offering promotions that you will most likely be interesting in, like getting roaming services options once you land in a foreign country, or not getting prepaid services promotions¬† on your phone if you’re a postpaid subscriber.

This agreement with Amdocs 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.

“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 of Amdocs. “Our processes and advanced products allow easy definition, tracking and performance level improvement, and gives Globe full control over improved operation results,” he further added.

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 new applications and customer promotions, drive a double-digit increase in ARPU, and a triple take-up of broadband promotions.

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  • Kazuyen

    Bulok parin ang service as usual kahit ano pa ang announce na partnerships, mga telcos puro pasikat wala namang improvements sa mga services

  • rick cruz