According to Carlo Malana, Chief Information Officer of Globe Telecom said that from big investments in traditional physical servers, moving to cloud services will provide for smooth and speedy changes in technologies.
This is in line with Globe’s goal of “virtualization” to better serve customers in the new normal.
“There are certain things you can do that you were never able to do before. With the cloud, as we approach peak periods like the holidays, you can scale things up and prepare a lot more for the demand, and then be able to downsize this when the demand is no longer there,” Malana said in a briefing on Monday.
“In the past, these decisions are done a lot more carefully because you’re stuck with your investments when you do that.”
Some processes which take months to days before can now be done in “minutes, even seconds,” he said.
Globe used AWS’ Amazon Connect, a cloud-based contact center for more efficient customer service, and Amazon Polly, which turns texts into lifelike speech, helping customers with their queries.
AWS’ Amazon Lex also helped Globe build their artificial intelligence (AI)-powered customer service chatbot named Gie of Globe in only two weeks.