U.S. Cable Operator Will Benefit From Improved Call Center Agent Efficiencies, Resulting in a Differentiated Customer Experience

WALTHAM, Mass.--(BUSINESS WIRE)--Netcracker Technology announced today that longstanding customer WOW! (WideOpenWest) has extended its relationship with Netcracker to provide a converged experience for its customer sales and care agents. The U.S.-based broadband provider, which offers Internet, TV and phone services in 15 markets located primarily in the Midwest and Southeast, will consolidate Netcracker’s Intelligent Agent Desktop with Netcracker Revenue Management – part of Netcracker Digital BSS – to enhance its business and improve the overall customer experience.

By integrating revenue management functions, the cloud-based, multitenant platform gives the WOW! billing operations and front-line agent teams the ability to drive efficiencies and improve customer experience through a unified billing platform. Proven benefits include shorter agent training periods and decreased call handling times.

This initiative will deliver a positive, differentiated and consistent cross-channel experience to all of the operator’s customers; boost flexibility to offer disruptive next-generation products; increase operational efficiency and improve time to market.

“We are excited to continue our close collaboration with WOW!,” said Rohit Aggarwal, GM at Netcracker. “By leveraging our latest features and functionality, we are confident in the ongoing success of our relationship and look forward to working together to realize future benefits.”

About Netcracker Technology

Rapid digitization is disrupting the status quo of today’s communications markets. Constantly evolving customer needs and behaviors require service providers to adapt quickly and diversify their businesses to deliver the outcomes that their customers expect. Building digital ecosystems, anticipating customer requirements and delivering a digital-first experience are essential for service providers to accelerate innovation, expand into new markets and become the disruptors in the 5G era.

Netcracker Technology, a wholly-owned subsidiary of NEC Corporation, has the expertise, culture and resources to help service providers around the world transform their businesses to thrive in a digital economy. Our innovative solutions – including our flagship cloud-native Netcracker Digital Platform – value-driven services and unbroken delivery track record of three decades help service providers to achieve their digital transformation goals, drive the telco to techco evolution within their organizations and realize business growth and profitability. For more information, visit www.netcracker.com.

Contacts

Media
Anita Karvé

Netcracker Technology

[email protected]