Following the acquisition of Time Warner Cable and Bright House Networks in 2016, Charter is standardizing its core customer-facing services and processes across the combined business, and the Netcracker deal is part of that process.
Netcracker's BSS solution provides Charter with customer relationship management (CRM), ordering and billing capabilities for approximately half of its expanded customer base. As part of the multiyear extension, Charter will continue to use Netcracker's solution and services to reduce operating costs, support digital services, and improve and standardize customer-facing services and processes.
"Netcracker's Revenue Management and CRM solutions give us the flexibility and functionality needed to deliver the best possible experience to our customers as they demand more digital services," said Mike Ciszek, senior vice president of billing operations at Charter. "We will continue leveraging Netcracker's offerings as a means to standardize core customer processes."
"The cable market is rapidly evolving, with new expectations around the delivery of high-value digital services, increasingly personalized multiservice bundles, and more efficient customer interactions," said Christopher Finn, general manager of North America at Netcracker. "As one of the largest cable operators in the United States, these capabilities are of the utmost importance for Charter. We are excited to extend our relationship with Charter and help the company meet these mission-critical objectives."