Suddenlink taps NetCracker for customer care


Michelle Clancy

| 11 October 2015

Suddenlink Communications has deployed the NetCracker customer relationship management solution.

The cable MSO has integrated the platform with its existing NetCracker revenue management capabilities. The expanded BSS suite will help Suddenlink deliver a more comprehensive customer experience and optimise customer care, sales and marketing operations.

Suddenlink is the seventh largest cable operator in the US, 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 centres and is being used by sales, retention, customer care and technical support representatives to optimise 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.”

NetCracker continues to make inroads in the pay-TV space. In August, it announced that New Zealand satellite pay-TV provider SKY Television is expanding its use of the NetCracker Billing and Revenue Management solution with a seven-year strategic partnership for professional services.