Suddenlink Communications announced it will expand its agreement with business services vendor NetCracker to include CRM solutions, in addition to billing and other backend services it already uses from the vendor.
"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 VP 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."
Waltham, Mass.-based NetCracker will operate and maintain all the IT infrastructure behind its CRM service for Suddenlink.
NetCracker also supplies operations support systems to AT&T (NYSE: T), Cablevision's (NYSE: CVC) Lightpath unit, Sprint (NYSE: S) and Canadian cable MSO Shaw Communications.
Suddenlink is the seventh largest cable operator in the U.S., serving 1.5 million residential and commercial customers. In 2012, the MSO renewed an agreement with NetCracker to use the company's billing system and business support service products.
"Having the ability to prioritize 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 VP of customer experience at Suddenlink. "NetCracker's managed services are foundational to our growth and will help us focus on what really matters: our customers."
Suddenlink is in the process of deploying 1 Gbps Internet services in a variety of its markets. The company is also in the process of closing its transaction with Europe's Altice, which is buying Suddenlink for $9.1 billion in a deal initially announced in May.
- read this NetCracker press release
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