Baku, Finance Time. Bakcell, the First Mobile Operator and The Leading Mobile Internet Provider of Azerbaijan, is investing on Customer Experience Management system to provide the best network experience for its customers. Bakcell stepped on a new level of customer complaint handling enabling proactive detection and service quality improvement through intelligent insight on network performance gaps.

In cooperation with Huawei, a leading global information and communications technology (ICT) solutions provider, Bakcell will build up a new service quality evaluation indicator system which will help Bakcell to improve service quality, operational efficiency and raise customer satisfaction for continuous business growth.

In recent years, Bakcell strategic focus has shifted toward improving customer experience and satisfaction all across the network technologies and services that Bakcell is providing to its customers. Bakcell invested in end-user experience management domain to provide top-ranking experience and best in class service availability and quality to the customers.

“Through efficient operational transformation, Bakcell will leverage customer experience management system investment to become an absolute leader at Azerbaijan telecommunication market as a customer experience focused company”, says Yigit Berktash, Chief Technology Officer of Bakcell.   

Huawei SmartCare® system provides real-time E2E multi-vendor network quality monitoring and analysis environment together with multi-dimensional voice and data services assessment. System introducing so called Key Quality Indicator (KQI), VIP Care capabilities, enterprise users SLA assurance, roaming analysis, complaint handling assistant and other auxiliary functions for GSM/UMTS/LTE networks.

Guo Xiaobing, Huawei Azerbaijan General Manager, stated that “Huawei is very pleased that Bakcell chose SmartCare® solution and we believe that we can help Bakcell provide the best customer experience to their customers”.