Azerconnect personalizes and centralizes
its information systems for a seamless user experience, powered by Spectra

A budding relationship

In December 2019, a collaboration of Wavetec’s sales team and their partner approached Azerconnect hoping to make them aware of the benefits of Wavetec queueing and management solutions. Having merged two companies, two sets of data, and two different management styles, they needed an optimized and tested solution.

One of their main requirements was personalized web-teller stations, which would then be integrated with Wavetec’s Spectra platform offering dashboards for a centralized information experience.

In addition to the above, they were also outfitted with Donatello digital signage solutions so that information could be displayed to the visitors in an orderly and timely fashion. All in all, they bought solutions for 49 branches, with an upcoming 41 yet to be equipped!

The Azerconnect touch

Part of their need-specific customization of the solutions was a customer priority-serving system. Given the level of priority (7 levels), the system would arrange the call order. No customer would wait more than 30 minutes, and the next-in-line would be automatically called. Over time, the system has been designed to move customers up the levels as their engagement with Azerconnect increases.

Additionally, in order to gather important feedback information, an SMS feedback system has also been installed.

Insight into Spectra Enterprise solution

Wavetec’s Queue Management System is powered by Spectra, an enterprise software that integrates with all peripheral devices to minimize customers’ efforts across all channels and touchpoints. This ensures a seamless experience every time a customer visits Azerconnect branches. This system can also be tailored to the specific needs of the client.

Key features of Spectra Dashboards

– Centralised reporting and information system 
– Real-time business intelligence reports
– Real-time staff performance reports 
– Industry benchmark reports 
– Live dashboards allow for immediate action
– Central monitoring and control of branch operations
– Voice recording options are available 

Benefits

Improved KPIs as avg. service time and avg. waiting time decrease
SOPs followed
Improved customer experience 
Improved and optimized staff productivity
Maximized multi-channel content strategy and increased marketing reach
Inform customers and staff in real-time
Increased peace of mind, safety

Key features of Digital Signage solutions

• Real-time display of important safety information regarding Covid19 and occupancy limits
• 24/7 access to content management and scheduling 
• News tickets, weather, RSS feed widgets, and more customizable options 

The results

If the years of trust and client loyalty are not enough proof, Azerconnect has found that while using Wavetec solutions, they have experienced improvements in the areas highlighted by their management. Conversion rate and continued client loyalty depend on the success of such factors. 

While Azerconnect serves the companies of Azerbaijan with communication and technology services, they need to be sure that their database is secure and provides relevant data in a seamless and frictionless manner.

Their customers had to be served well, on time, and securely. They needed a queueing and management partner they could rely on to reduce queues with a priority calling system, and direct foot traffic correctly with signage.

With Wavetec's high-quality displays, signage players, and Donatello software, and the seamlessly integrated queue management solutions help Azerconnect reaps the following results -

• Reduction of perceived wait times
   
• Ease of deployment, use, and accessibility
   
• Dissemination of real-time information on products, services, safety announcements
   
• Directing of foot traffic to their respective areas
   
• Extra revenue generation opportunities through advertisement