Globe Telecom (pse:GLO), one of the largest service providers in the Philippines and a subsidiary of Ayala Corporation and the SingTel Group, has entered into a seven year agreement with Amdocs DOX +0.56%, the leading provider of customer experience systems and services for the transformation and continuous improvement and upgrade of Globe Telecom's business support systems (BSS) and enterprise data warehouse.
The agreement is aimed at modernizing and consolidating Globe's BSS and data warehouse systems as well as business processes across prepaid and postpaid wireless, wireline, and broadband operations. This will enable Globe to manage its customer relationships better across various product offerings within the organization, and provide a new level of personalized customer experience that its current subscribers are looking for.
"We selected Amdocs to help us transform our IT infrastructure, having seen their track record in delivering similar data warehouse and BSS transformation projects around the world," said Ernest Cu, president and chief executive officer at Globe. "With a strategic partner like Amdocs, we can approach these two large projects in a holistic manner. We will be able to convert data from our BSS systems into actionable business intelligence that will enable us to improve the customer experience, drive service uptake and revenues, and reduce operational costs."
For the Globe BSS transformation, Amdocs will deliver multiple products from its CES 8.1 portfolio and will provide continuous upgrades across all in scope Amdocs and related third party systems. Amdocs' solutions include convergent charging and billing, customer management, ordering and enterprise wide product catalog.
For the Globe BI and data warehouse transformation, Amdocs was awarded a system integration project in November 2011 to replace the Globe existing data warehouse with new systems from Teradata, SAS, EMC, Informatica, IBM and HP and centralize information across Globe billing, customer management and ordering systems for advanced analytical capabilities.
"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 them to focus on business growth," said Brian Shepherd, group president for Amdocs. "Our processes and advanced products allow easy definition, tracking and performance level improvement, and gives Globe full control over improved operational results."
This new agreement expands on 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 time to market for new applications and customer promotions from months to weeks, drive a double digit increase in ARPU, and a triple take-up of broadband promotions.