Consolidating Systems Automates Mission-Critical Processes


Founded more than a century ago, Consolidated Communications witnessed firsthand the technological changes that have disrupted the telecom industry. Over its lifespan, Consolidated Communications has acquired new assets and continued to evolve to keep pace with the market. Most recently, its deployment of a modern fiber network has introduced the opportunity to provide advanced communications services to its business and residential customers. But in order to capitalize on this capability, Consolidated Communications had to undergo an internal transformation.

Part of the issue was that Consolidated Communications was managing multiple systems that it had acquired over the years. Because it had to support several solutions, Consolidated Communications found that manually moving information between systems created longer customer hold times, delays in ordering and an overall drop in customer satisfaction. Also, the cost of running all those systems was much higher than the company would have faced if it had one strategic technology partner it could rely on to ensure the easy delivery of all services.

To address these complications and ensure its continued long-term growth, Consolidated Communications needed a centralized service and resource management solution that could retire legacy systems and automate mission-critical processes. For this, it turned to Netcracker’s scalable operations support systems (OSS).

Operations Management in One Place

The use of a new OSS dramatically increased Consolidated Communications’ ability to delivery sophisticated voice, data and Internet services over its modernized network quickly and efficiently. This not only brought the costs down thanks to automated processes, but it also introduced room for future growth by opening new revenue streams.

As part of the initiative, Consolidated Communications also worked with Netcracker to upgrade its service management system which improved back-end agility and reduced the need for time-consuming data populating and validating activities.


“The OSS solution from Netcracker provided a flexible, scalable solution that was not only able to replace Consolidated Communications’ legacy systems, but is also capable of managing and supporting the latest existing and emerging technologies. We are confident our deployment of Netcracker’s OSS solution enables us to continue to build upon system efficiency and automation with a platform that scales and evolves as we continue to expand our footprint and services. We are excited about the future of our back-office and the enhanced support we will be able to offer to our customers.”
- Tom White, Chief Technology Officer at Consolidated Communications



Ensuring a modernized network can deliver advanced services without unnecessarily increasing costs or impairing customer experience


Implement a consolidated service and resource management solution to support the launch of new offerings


  • Reduced provisioning efforts per order by 40 percent
  • Improved customer experience by speeding up service delivery
  • Accelerated time-to-market


Consolidated Communications, Inc. is a leading business and broadband communications provider, offering advanced communications solutions to residential and business customers through its fiber-rich network, which extends across an 11-state service area. Consolidated Communications is dedicated to consistently meeting customer expectations with forethought and flexibility while delivering reliable services and exceptional customer care.