Case Study: Azerconnect achieves centralised, personalised customer experience and reduced wait times with Wavetec's Spectra Queue Management

Azerconnect personalises and centralises their information systems for a seamless user experience, powered by Spectra

Azerconnect, a provider of ICT services managing Bakcell and NAR Telecom, faced the challenge of merging two companies with separate data sets and management styles while needing personalised, centralised customer service systems. Wavetec was engaged to supply its Queue Management System powered by Spectra and Donatello digital signage, with implementations across 49 branches (and 25+ machines in 25+ locations) to deliver personalised web teller stations and a unified information platform.

Wavetec implemented Spectra-driven queueing (including a seven-level priority calling system, SMS feedback and central Spectra dashboards) alongside Donatello signage to direct customers and display real-time information. As a result Azerconnect can track office workload and staff KPIs in real time, has reduced average service and waiting times (no customer waits more than 30 minutes under the priority system), improved customer satisfaction and staff productivity, and lowered perceived wait times while expanding multi-channel communication and marketing reach.

Azerconnect

Emiliya Alakbarova

Head of the Quality and CX Department