Globe seeks to improve customer services with upgraded tech system

Globe Chief Information Officer Henry Aguda, (second from left), shakes hands with Oracle’s Fusion Middleware Vice President Chin Ying Loong (center) during the joint event of Globe and Oracle to announce the upgrade plan of Globe.. MATIKAS SANTOS/INQUIRER.net

MANILA, Philippines – Globe Telecom Philippines is set to unleash its upgraded central IT infrastructure system, powered by Oracle’s latest technology solutions, that will improve customer services such as billing and promos registration.

“Globe decided to move away from the existing IBM-based middleware infrastructure and choose Oracle Fusion Middleware solutions to modernize its IT infrastructure,” Globe said in a statement at the joint event with Oracle last January 24.

Oracle Fusion Middleware, along with the Oracle Exalogic Elastic Cloud fully integrated system, will improve Globe’s operations support systems and business support systems.

Henry Aguda, Globe’s Chief Information Officer, said in an interview during the launch that their upgraded systems would make it easier for subscribers to register to their promos and to know about Globe’s new products.

Subscribers can also expect no more delays in the delivery of their billing statement with the improvement of Globe’s billing system because of their infrastructure upgrade, Aguda said.

The upgraded system will also create a better customer experience because of their business center and call center integration, he said. This will allow Globe customer representatives in authorized business centers in malls to know any queries a subscriber has made with the call center, Aguda added.

The system is one that will connect the many cell sites of Globe network to the central billing system of the office. It is what turns the network information into billing information, Aguda said.

“By October to November everything will be complete,” Aguda said. The implementation will be in three phases, first for postpaid subscribers, second for prepaid subscribers, and then third for broadband subscribers.

Aguda also said that the upgrade of the cellular network was still ongoing and could be finished by the first quarter of 2013.

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Tags: Customer service , globe , Globe Telecommunications Philippines , infotect , IT , technology , Telecommunications