Bakcell, a mobile operator in Azerbaijan, has selected Huawei SmartCare Customer Experience Management (CEM) solution to set up a new service quality evaluation indicator system in order to better customer experience.
This system will support Bakcell, the first telecom carrier in Azerbaijan, in improving service quality, operational efficiency, and raising customer satisfaction to ensure business growth, said Huawei, the China headquartered telecom network vendor.
Huawei, which is competing with Ericsson, Nokia Networks, etc. said its SmartCare system will utilize a Key Quality Indictor (KQI) to provide network quality, service quality monitoring capabilities and VIP Care.
In addition, it will cover enterprise user Service Level Agreement (SLA) assurance, roaming analysis, complaint handling assistance, and other auxiliary functions for GSM/UMTS /LTE networks, said Huawei in a statement.
The deployment of the SmartCare system will enable Bakcell to implement E2E multi-vendor network quality monitoring and analysis, and per user real-time, multi-dimensional voice and data services management and assessment. Huawei SmartCare improves troubleshooting lead-times and service quality through intelligent insight of network performance gaps.
Bakcell is looking at becoming a top customer experience provider in Azerbaijan’s telecom market.