Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies, today announced its collaboration with Amazon Web Services (AWS) in enabling Globe Telecom, one of the Philippines’ largest telecommunications providers, to deliver cloud-based intelligent omnichannel routing and interactions management.
This collaboration aims to bring digital engagement to life, delivering effortless experience across all Globe Telecom touchpoints including web, portal, self-service and mobile applications, social media and messaging platforms, hotline, as well as email. This is powered by capabilities such as Artificial Intelligence, Machine Learning and Agent Desktop Unification, enabling Globe Telecom to continue to level up the care it gives to customers.
The Amazon Connect cloud-based omnichannel solution comes with open application programming interfaces (APIs), allowing Globe Telecom the flexibility to integrate with the AmdocsONE solution set, internal and third- party software systems. Amdocs will integrate these into the Globe Customer Engagement Center (CEC) infrastructure, also providing process automation with Intelligent Operations services. The solution will also provide real-time analytics for deeper insight and improvement to the customer journey.
“Our commitment is to deepen our relationships with customers, for the long haul. This starts with making each and every interaction with them as effortless as possible,” said Rebecca Eclipse, chief customer experience officer at Globe Telecom. “We are inspired by this collaboration with Amdocs and Amazon Web Services, and we believe this will enhance the experience of our customers beyond just self-service empowerment; truly caring for them and ushering them into an enriching digital lifestyle.”
Amdocs recently signed a multi-year service agreement with Globe to assist the telecommunications company in modernizing its IT operations for several lines of businesses, including prepaid and postpaid mobile services, fixed-line broadband, and enterprise services.
“Modernizing IT operations constantly is important in providing a more efficient customer experience. With the transition, Globe expects to deliver better customer interactions, by intelligently routing customer support requests to a more efficient type of assistance,” Gil Genio, chief technology and information officer at Globe Telecom, said.
“A modern, cloud-based omnichannel solution will provide Globe Telecom with an agile and robust environment that can be easily configured to meet their current and future needs”, said Nick Walton, managing director, at Amazon Web Services ASEAN. “With deep domain know-how and a strong track record of successfully delivering complex digital transformation projects, Amdocs is ideally suited to move the IT infrastructure and service aware network of communications and media companies into the cloud.”
“As consumers are increasingly expecting convenient, portable and user-friendly capabilities, telecom and media companies are moving to microservices, cloud and DevOps for the flexibility required to more quickly adapt and evolve to these fast-changing consumer demands,” said Gary Miles, chief marketing officer, Amdocs. “In collaboration with AWS, we help accelerate our customers’ cloud journeys and are excited to partner with agile innovators such as Globe Telecom who are expanding their use of cloud to transform customer engagements.”
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Amdocs is a leading software and services provider to communications and media companies of all sizes, accelerating the industry’s dynamic and continuous digital transformation. With a rich set of innovative solutions, long-term business relationships with 350 communications and media providers, and technology and distribution ties to 600 content creators, Amdocs delivers business improvements to drive growth. Amdocs and its 25,000 employees serve customers in over 85 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.9 billion in fiscal 2017. For more information, visit Amdocs at www.amdocs.com.
About Globe Telecom
Globe Telecom is a leading full service telecommunications company in the Philippines, serving the needs of consumers and businesses across an entire suite of products and services including mobile, fixed, broadband, data connections, internet and managed services. Its principals are Ayala Corporation and Singtel who are acknowledged industry leaders in the country and in the region. For more information, visit www.globe.com.ph. Follow us on Twitter: http://twitter.com/talk2Globe and Facebook: http://facebook.com/GlobePH.
Amdocs’ Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs’ ability to grow in the business markets that it serves, Amdocs’ ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company’s filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2017 filed on December 11, 2017 and our quarterly 6-K form furnished on February 12 and May 21, 2018.