Suddenlink Selects NetCracker for Customer Management and CRM Transformation
Leading Cable Operator Chooses NetCracker to Improve Customer Experience and
Drive Operational Efficiencies
WALTHAM, Mass. -- January 15, 2014
NetCracker Technology announced today that Suddenlink Communications will
implement NetCracker’s Customer Management and CRM solution to accelerate
ordering and problem resolution, improve customer service efficiency, reduce
training cost and effort, and minimize overall “time to serve,” in order to
increase customer satisfaction.
Suddenlink is a top 10 cable TV and broadband provider in the United States
with approximately 1.4 million consumer customers, and thousands of commercial
customers, across Arkansas, Louisiana, North Carolina, Oklahoma, Texas, and
West Virginia. The company offers combinations of high speed Internet, voice,
HDTV, online video, and home security services.
NetCracker is the primary hosted billing solution provider for Suddenlink and
will now expand its relationship by implementing its web-based Customer
Management and CRM solution for the operator to facilitate a broad range of
CSR functions. It will present an enhanced, guided process to improve the
sales process, minimize or eliminate errors that can lead to order fallout,
and reduce average call handling time.
“We're constantly looking for ways to both improve the customer experience and
reduce costs,” said Bob Putnam, Senior Vice President and Chief Information
Officer at Suddenlink. “We're excited to work with our partner NetCracker to
help achieve these strategic goals.”
Suddenlink’s customer service representatives will be able to accelerate
ordering and issue resolution while concentrating on improved customer
interactions and experiences. This guided process will make the CRM desktop
easier for CSRs to learn and use, which in turn will reduce training time and
cost for Suddenlink.
“Suddenlink is like many of our clients worldwide who face rising complexity
and cost as they evolve to digital business models and enable more
transactions and customer interactions,” said Sylvain Seignour, Vice President
Americas and Europe at NetCracker. “We look forward to enabling Suddenlink to
enhance its customer experience while reducing core operational costs and
improving its ability to sell products and solve increasingly complex problems
About NetCracker Technology
NetCracker Technology, a subsidiary of NEC Corporation, is the proven partner
for communications service providers and cable operators offering
comprehensive, end-to-end solutions and delivery capabilities to optimize
their enterprise. With its global reach, leading-edge technology, and unbroken
track record of successful implementations, NetCracker helps eliminate
operational and business silos and delivers real-time experience in an
on-demand world. For more information, please visit www.NetCracker.com.
NetCracker is a registered trademark of NetCracker Technology Corp. All other
company or product names mentioned in this press release may be trademarks or
registered trademarks of the respective companies with which they are
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 http://www.nec.com.
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. © 2013 NEC Corporation.
SmartMark Communications for NetCracker
Juliet Shavit, +1-215-504-4272
Joanna Larivee, +1-781-419-3374
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