NetCracker Technology has announced that Suddenlink Communications has expanded its partnership with NetCracker by engaging in a multi-year managed services programme.
As part of this initiative, NetCracker will deliver its cutting-edge customer relationship management (CRM) solution to Suddenlink via a fully hosted managed service model with industry-leading service level agreements (SLAs).
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.
NetCracker’s Managed Services will enable Suddenlink to focus on its core business while NetCracker manages, operates and maintains all IT aspects of the CRM offering. Utilizing the NetCracker CRM solution as a service allows Suddenlink to reduce OpEx and enable more agile business operations.
“NetCracker has been our proven partner for managed services. We have further expanded the relationship to include its hosted CRM solution, giving us a comprehensive BSS capability fully integrated with NetCracker’s Revenue Management,” said Bob Putnam, senior vice president and CIO at Suddenlink. “This expanded managed services relationship will enable us to streamline mission-critical processes and reduce overhead, while delivering more functionality to improve customer experience and loyalty.”
“Having the ability to prioritise customer experience management and new revenue-generating initiatives, rather than spending a lot of time on back-end maintenance and management, will allow us to rapidly adapt to market changes and evolving customer demands,” said Gibbs Jones, senior vice president Customer Experience at Suddenlink. “NetCracker’s Managed Services are foundational to our growth and will help us focus on what really matters: our customers.”
NetCracker’s full set of Managed Services and its CRM solution as a service will improve Suddenlink’s flexibility and scalability, thereby reducing OpEx and enabling it to deliver more personalized offerings to customers across the United States.
“Our engagement with Suddenlink validates the in-depth capabilities of our Managed Services that enable operators of all sizes to cut down on unnecessary costs and improve their responsiveness to market changes,” said Sylvain Seignour, vice president of Global Sales at NetCracker. “We are excited to continue our relationship with Suddenlink and help it experience a wide range of benefits that will further its leadership position in a highly competitive communications industry.”
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