[Baku, Azerbaijan, May 7, 2014]: Huawei, a leading global information and communications technology (ICT) solutions provider, today announced that the HUAWEI SmartCare® Customer Experience Management (CEM) solution has been selected by Bakcell, the First Mobile Operator and the Leading Mobile Internet Provider of Azerbaijan, to build up a new service quality evaluation indicator system. This system will support Bakcell in improving service quality, operational efficiency, and raising customer satisfaction for continuous business growth.
The HUAWEI SmartCare® system will use a Key Quality Indictor (KQI) to provide network quality, service quality monitoring capabilities and VIP Care. It will also cover enterprise user Service Level Agreement (SLA) assurance, roaming analysis, complaint handling assistance, and other auxiliary functions for GSM/UMTS /LTE networks.
With the deployment of the SmartCare® system, Bakcell will be able to implement E2E multi-vendor network quality monitoring and analysis, and per user real-time, multi-dimensional voice and data services management and assessment. In addition, HUAWEI SmartCare® improves troubleshooting lead-times and service quality through intelligent insight of network performance gaps.
With HUAWEI SmartCare® CEM solution, Bakcell stepped on a new level in handling of customer complaint which enables proactively management and improving service quality. Huawei professional services will help Bakcell leverage customer experience management system investment on operational transformation to enable it to become a leading customer experience provider in Azerbaijan’s telecommunications market.
Mr. Guo Xiaobing, General Manager, Huawei Azerbaijan, said: "Huawei is very pleased that Bakcell chose SmartCare® CEM solution and that we believe we can help Bakcell provide the best customer experience to their customers."