Suddenlink Deploys Cloud-Based NetCracker CRM Solution to Optimize Customer Experience

NetCracker Platform and Customer Experience Solution to Help Cable Operator Improve Customer Care and Retention

WALTHAM, Mass.--()--NetCracker Technology announced today that Suddenlink Communications, among the largest cable broadband services providers in the United States, has deployed the NetCracker CRM solution which is seamlessly integrated with the NetCracker Revenue Management capabilities. The expanded BSS suite will help Suddenlink deliver a more comprehensive customer experience and optimize customer care, sales and marketing operations.

Suddenlink is the seventh largest cable operator in the United States, supporting the information, communication and entertainment demands of more than 1.5 million residential and commercial customers in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, West Virginia and elsewhere.

Suddenlink has gone live with several NetCracker components as part of the engagement, including the NetCracker Framework, which hosts NetCracker’s Customer Information Management and Customer Care offerings. The CRM solution is rolled out to all Suddenlink call centers and is being used by sales, retention, customer care and technical support representatives to optimize customer interactions and eliminate swivel between multiple systems.

“Our past experience with NetCracker’s Revenue Management solution, combined with its proven track record for successfully delivering cutting-edge technologies, made selecting and ultimately implementing its innovative CRM offering the easy choice,” said Bob Putnam, Senior Vice President and CIO at Suddenlink. “We are pleased to experience the advantages of integrating our billing and customer management capabilities across a single cloud-based platform.”

“Implementing a fully integrated CRM and Revenue Management solution is critical for our initiatives to drive internal innovation and enhance customer care,” said Gibbs Jones, Senior Vice President Customer Experience at Suddenlink. “The benefits of using NetCracker’s solution, including enabling next-generation customer experience and improving business agility, will allow us to continue our leadership in the cable industry.”

The successful launch of NetCracker’s CRM solution will help Suddenlink reduce agent training, minimize order fallout, proactively identify and prevent human errors and reduce average call handling times across its call centers. Combined, these new capabilities will translate into greater customer experience and help Suddenlink improve order accuracy and customer care efficiency.

“Customer experience is critical in today’s evolving business world, which means handling incoming inquiries and solving problems faster is no longer a competitive advantage, but a necessity,” said Sylvain Seignour, Vice President of Global Sales at NetCracker. “We look forward to expanding our relationship with Suddenlink and helping it optimize one of the most critical areas of any business: customer experience.”

For more information on NetCracker’s customer experience solutions and services, please contact Juliet Shavit of SmartMark Communications at jshavit@smartmarkusa.com.

About NetCracker Technology

NetCracker Technology is the proven partner for cable operators and CSPs in enabling product innovation and bringing IT and networks into the next generation. The end-to-end NetCracker 10 solutions and services portfolio brings together comprehensive business and operations management offerings, big data analytics, service and network orchestration and virtual functions management onto a single cloud-enabled platform. NetCracker’s in-depth technical and operational expertise, wide range of professional services and unbroken track record for successful implementations enables operators of all sizes to deploy hybrid virtualized environments, establish end-to-end process visibility, introduce critical new revenue opportunities and deliver personalized customer experience.

For more information about accelerating product and service delivery, optimizing customer experience management and bringing virtualization out of the lab and into production, please visit www.NetCracker.com.

About NEC Corporation

NEC Corporation is a leader in the integration of IT and network technologies that benefit businesses and people around the world. By providing a combination of products and solutions that cross utilize the company’s experience and global resources, NEC’s advanced technologies meet the complex and ever-changing needs of its customers. NEC brings more than 100 years of expertise in technological innovation to empower people, businesses and society. For more information, visit NEC at www.nec.com.

Based on its Mid-term Management Plan 2015, the NEC Group globally provides “Solutions for Society” that promote the safety, security, efficiency and equality of society. Under the company’s corporate message of “Orchestrating a brighter world,” NEC aims to help solve a wide range of challenging issues and to create new social value for the changing world of tomorrow. For more information, please visit http://www.nec.com/en/global/about/solutionsforsociety/message.html.

NEC is a registered trademark of NEC Corporation. All Rights Reserved. Other product or service marks mentioned herein are the trademarks of their respective owners. ©2015 NEC Corporation.

Contacts

SmartMark Communications for NetCracker
Juliet Shavit, +1-215-504-4272
jshavit@smartmarkusa.com
or
NetCracker Technology
Joanna Larivee, +1-781-419-3374
Joanna.Larivee@NetCracker.com

Contacts

SmartMark Communications for NetCracker
Juliet Shavit, +1-215-504-4272
jshavit@smartmarkusa.com
or
NetCracker Technology
Joanna Larivee, +1-781-419-3374
Joanna.Larivee@NetCracker.com