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News : Globe Telecom Shifts Core Infrastructure to AWS

#contactcenterworld, @awscloud, @enjoyglobe

Singapore and Manila, Philippines, Dec 16, 2020 -- Globe Telecom has moved the majority of its technology infrastructure to Amazon Web Services (AWS) to enhance experience levels for its customers across the Philippines.

The telecommunications provider is leveraging key cloud services such as compute, database and analytics, supported by machine learning and customer engagement solutions.

The business has so far migrated "carrier-grade and mission-critical" applications from on-premises data centres to AWS, spanning contact centre operations, customer analytics, network and service assurance systems, in addition to infrastructure operations, monitoring and security tools.

With plans in place to modernise more applications in the future, the move has helped reduce the time required to provision new infrastructure resources from over two months to less than two days, while also boosting app performance by 15x and reducing infrastructure maintenance and operation costs.

"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."

Delving deeper, Globe has migrated seven core carrier-grade workloads from on-premises data centres to AWS, including its MYCOM network and service assurance system.

"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 of ASEAN at AWS. "By selecting AWS for the majority of its cloud infrastructure, Globe enables all employees across the organisation 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."

To complement the deployment, Globe recently launched a skills enablement program to ensure 100 per cent of the company’s internal IT team is AWS certified by 2021. Under the banner of Athena Globe Community of Practice, the initiative incorporates AWS training and certification programs with more than 200 employees already completing the courses this year.

#contactcenterworld, @awscloud, @enjoyglobe

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.channelasia.tech


About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
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About Globe Telecom:
Company LogoGlobe Telecom, commonly known as Globe, is a major provider of telecommunications services in the Philippines.
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Friday, December 18, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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