Vivacom and Netcracker Deepen Alliance for Next-Gen IT Overhaul

WALTHAM, Mass. & SOFIA, Bulgaria – February 11, 2026 – In a strategic move to fortify its position in a fiercely competitive market, leading Bulgarian operator Vivacom has announced an extension of its long-standing partnership with Netcracker Technology. The initiative centers on a significant IT modernization program, upgrading Vivacom to the latest version of Netcracker’s Revenue Management platform, a core component of its Digital Business Support System (BSS) suite.

This upgrade is designed to enhance scalability, boost system performance, and lay the groundwork for a new generation of digital services, impacting all B2C and B2B customers across Vivacom’s mobile and fixed-line businesses. The move signals a clear commitment to future-proofing its operations as the telecommunications landscape rapidly evolves.

The Unrelenting Pace of Telecom Modernization

The decision by Vivacom is reflective of a powerful trend sweeping the global telecommunications industry: the critical need for continuous IT modernization. Legacy systems, often rigid and siloed, are ill-equipped to handle the demands of 5G, the Internet of Things (IoT), and increasingly sophisticated customer expectations. For operators, standing still is no longer an option.

In Bulgaria, the market is a hotbed of competition, with major players like A1 and Yettel constantly pushing the boundaries of service quality and innovation. While Vivacom has carved out a strong position, particularly with its leading 5G availability, maintaining a competitive edge requires more than just a strong network. It demands a highly agile, efficient, and intelligent back-office infrastructure. This is where modern BSS platforms become a strategic differentiator.

Industry analysts note that the future of telecom revenue is shifting. While consumer connectivity remains vital, significant growth is projected in the enterprise sector, with a forecast CAGR of 3.82% for enterprise connectivity in Bulgaria through 2030. To capture this growth, operators must be able to offer complex, customized solutions like network-slice-as-a-service (SlaaS) and manage intricate B2B2X business models. This requires a BSS that is not only robust but also exceptionally flexible—a core objective of Vivacom's current modernization effort. The upgrade is less a simple technical refresh and more a foundational investment in future agility and growth.

A Decades-Long Digital Alliance

The collaboration between Vivacom and Netcracker is not a new venture but the latest chapter in what both companies describe as a "decades-long partnership." This enduring relationship highlights a model of sustained evolution, where a regional telecom leader and a global technology provider work in concert to navigate technological shifts.

The history of their collaboration shows a consistent pattern of proactive upgrades. In 2014, Vivacom moved to Netcracker's converged BSS platform to manage its quad-play offerings from a single system, a crucial step for unifying its diverse services. More recently, in 2023, the operator consolidated its postpaid mobile and fixed-line revenue management onto the Netcracker Digital BSS suite. Each step has built upon the last, creating a stable yet adaptable technological foundation.

This long-term trust is a key enabler of such complex transformation projects. “We are looking forward to the next phase of our IT evolution with Netcracker Revenue Management, which will provide long-term stability and support our rapid growth,” said Asen Velikov, CEO at Vivacom Bulgaria. His statement underscores the strategic importance of having a reliable partner for mission-critical systems that underpin the entire customer financial cycle.

Echoing this sentiment, Bob Titus, Chief Technology Officer at Netcracker, highlighted the proven success of their history. “We have enjoyed a decades-long partnership with Vivacom, through which we have demonstrated operational success and positive business results,” he stated. “We are proud to continue our engagement and anticipate additional benefits for Vivacom and its customers.”

Unlocking Next-Generation Capabilities

At the heart of this modernization is the Netcracker Revenue Management platform, a cloud-native solution built with a microservices architecture. This modern design allows it to be deployed across private, public, or hybrid clouds, offering the on-demand scaling and resiliency required by a dynamic digital service provider.

The platform is a key part of the Netcracker Digital BSS suite, which automates the entire lead-to-cash process. This includes everything from managing usage data from any source to convergent charging, billing, and debt collection. By embedding Artificial Intelligence (AI) and Generative AI (GenAI), the system moves beyond simple automation. It can proactively detect billing anomalies to improve accuracy, accelerate the resolution of customer issues, and provide insights that enable greater personalization of services.

A critical capability of the upgraded platform is its readiness for 5G monetization. As operators worldwide seek to recoup their massive investments in 5G infrastructure, the ability to create and charge for new services is paramount. Netcracker's solution is designed to handle complex 4G/5G switchover scenarios and supports charging based on a wide array of attributes, such as device type, latency, and network throughput. This will empower Vivacom to develop and launch innovative offerings, from enhanced mobile broadband to guaranteed-quality network slices for its enterprise clients, turning network capabilities into tangible revenue streams.

Translating Tech Upgrades into Customer Value

While the technical specifications are complex, the ultimate goal of this IT overhaul is simple: to deliver a better experience and more value to Vivacom's customers. The upgrade from a back-end system will manifest in numerous tangible benefits for both individuals and businesses across Bulgaria.

For residential customers, the modernization promises greater accuracy and transparency in billing, reducing potential frustrations. The platform's agility will also enable Vivacom to bring new products and personalized tariff plans to market faster, giving consumers more choice and control. The integration of AI into customer experience management, a recognized strength of Netcracker's suite, aims to create more seamless and personalized interactions across all touchpoints, from online portals to customer care centers.

For Vivacom's B2B clients, the impact is even more direct. The enhanced scalability and performance of the revenue management system are crucial for supporting the complex billing and service-level agreements (SLAs) required by large enterprises. The platform’s ability to handle sophisticated B2B2X models and monetize 5G network slicing opens the door for Vivacom to become a central player in the digital ecosystem, offering advanced solutions that power other businesses' digital transformations.

By investing in this foundational technology, Vivacom is not just optimizing its current operations; it is building the engine that will power its future growth and innovation. The company's commitment to creating the "best possible experience to all our customers" is directly supported by this strategic move, ensuring it has the stability and agility to meet and exceed customer expectations in the rapidly advancing digital era.