Netontell: BT Global IP Exchange helps Netontell improve the quality of its international voice services, enhancing customer satisfaction

Turkish network provider chooses BT Global IP Exchange for dependable international voice services to hard-to-reach locations

Fast-growing Netontell has established itself as a fully licensed service provider in Turkey. Note, fully licensed. With some unlicensed operators on the loose, for Voice and Partner Manager, Efe Demir, it was vital that high-quality services at value for money prices differentiated his company.

However, call quality issues when dialling abroad threatened that aim. Customer complaints were on the rise. Efe Demir had no time to lose to maintain his market position.

Switching international voice services to BT proved a smart move. BT doesn’t cherry pick only the easiest locations to reach, and it offers flexible commercial terms. The platform will support new services as Netontell’s offer develops and expands. And customer satisfaction is back where it should be.

Moving our international traffic to BT has improved our reach and substantially enhanced the quality of service we can offer our customers. It’s also added enormous credibility to our brand.”
- Efe Demir, Voice and Partner Manager, Netontell

Istanbul-based Netontell is a young and fast-growing service provider. It currently offers three main customer propositions: wholesale voice services for other resellers; voice and internet services for enterprise and consumer customers; and retail items such as calling cards and sales through call shops. It’s also got strong ambitions as a virtual mobile services provider.

The Turkish communications services market is very competitive. Efe Demir, Voice and Partner Manager at Netontell, explains: “Our clients are always looking for the best price, but quality is also very important. We are a fully licensed operator, but in Turkey there are also a number of unlicensed, illegal operators. This means the competitive environment is distorted; there is not a level playing field. In order to compete we must not only offer keen prices, but also differentiate ourselves by offering the highest quality.”

Netontell was experiencing some call-quality problems with its international services. Lost connections were becoming commonplace, resulting in growing customer complaints. If not addressed this would soon damage the company’s reputation. Netontell decided that it needed to find a more dependable and reliable international service provider to underpin its business.

Netontell approached a number of potential vendors, ultimately choosing BT for its Global IP Exchange. Designed as a wholesale product for service providers, Global IP Exchange is an interoperability service. It enables fixed, mobile, legacy, and next generation networks to reliably and cost-effectively interconnect with some 750 locations worldwide. Running over an end-to-end IP network, it minimises the need for protocol conversion, meaning higher-quality connections.

BT commercial terms were attractive too. Netontell was able to contract for services on a pay-as-you-go basis, with a minimum initial deposit equivalent to just one week’s projected revenue.

"Much of our voice traffic goes to hard-to-reach locations like Afghanistan, Turkmenistan, Iraq, Georgia, Uzbekistan, Iran, Russia, Libya, and Moldova,” says Efe Demir. “BT was able to provide us with reliable service to all those places and more.”

Now, with BT Global IP Exchange, Netontell is able to provide its customers with a higher-quality service yet still offer value-for-money prices. Call dropouts have all but ceased, resulting in far fewer complaints and much higher overall customer satisfaction. Using Global IP Exchange, Netontell has a scalable and sustainable business model, which has avoided the need for major capital expenditure. It also has a platform that can support the delivery of other services as its business develops.

Efe Demir sums up: “Although BT service is not the cheapest, the quality is excellent. BT is also very easy to contact and quick to react if ever there is a problem or we need assistance. For a small operator like us that responsiveness is very important.”

• BT Global IP Exchange