Case Study: Globe Telecom achieves improved contact center performance, real-time reporting and reduced operational costs with Alvaria

Globe Telecom - Customer Case Study

Globe Telecom, one of the Philippines’ largest telecommunications providers with over 74 million mobile subscribers, relied on a single 24/7 hotline to handle after-sales and technical support for more than 20,000 enterprise customers—about 36,000 calls per day. Persistent stability and reporting issues with its previous interaction management vendor, plus the need to serve a growing customer base more efficiently and cut costs, prompted Globe to seek a more capable contact center solution.

Globe implemented Aspect Unified IP with support from Aspect Professional Services and local partner Trends, gaining omnichannel interaction management and real-time reporting. The deployment improved voice quality and stability, increased calls handled, enabled timely performance metrics that drove process changes, and allowed Globe to consolidate from outsourced to fully in-house agents—reducing operating costs and improving customer engagement.

Globe Telecom

Matt Slee

Head of Service Command Center