Cox Communications to Enhance Operational Efficiencies and Customer Experience With New BSS Solution From Netcracker


Cox Communications has selected Netcracker to provide a multi-year managed services business support system (BSS) solution that will enhance the lead-to-cash process for Cox Business, the company’s line of service offerings designed for business customers. Known for delivering an exceptional customer experience, Cox will further enhance service delivery with Netcracker’s new solution. 

Cox Communications is one of the United States’ leading broadband communications and entertainment companies, offering advanced facilities-based voice, video, and data solutions over its own nationwide IP network. Serving over 300,000 commercial customers in the small business, healthcare, education and government industries, Cox Business represents the fastest growing segment of Cox Communications.

Cox Business will use Netcracker’s TOMS (Telecom Operations & Management Solutions) version 9.0 including:

  • Sales Force Automation: for improved sales efficiency and engagement process
  • Customer and Service Order Management: to automate order management processes, as well as increase fulfillment efficiency and capacity
  • Customer, Product and Service Information Management: for a flexible, national product catalog and a robust customer relationship information repository
  • Resource Inventory: for address management and to help reduce overall fulfillment costs
  • The above TOMS capabilities will be integrated into Netcracker’s ICOMS billing solution already in use by Cox, as well as many other business and operational support systems to create a true end-to-end BSS platform capable of meeting the specific needs of Cox Business

“It’s important we evolve to meet our customer’s demands, and this new solution is another example of how we will further improve our service,” said Mark Bowser, Cox Communications chief financial officer.  “This solution will enable Cox Business to achieve greater efficiencies as we remain on track to reach $2 billion in revenue by 2016.”

“Our decision to select Netcracker was based on their industry-leading technology,” said Kevin Hart, Cox Communications chief technology officer.  “Netcracker’s solution is built on a unified platform that will simplify our systems architecture and provide our business operations with the flexibility needed to compete in the commercial market today. We are leveraging the Cable Information Architecture (CIA) that we developed with CableLabs and other MSOs to optimize our ability to enable the business.” 

“Business services have emerged as an important and strategic market for MSOs,” said Andrew Feinberg, Netcracker’s President and CEO. “Deploying Netcracker’s BSS in a hosted environment will provide Cox Business with the next-generation infrastructure they need to rapidly capitalize on the large growth potential that business services present.”

About Cox Business

Cox Business provides voice, data and video services for more than 300,000 small and regional businesses, including healthcare providers, K-12 and higher education, financial institutions and federal, state and local government organizations. The organization also serves most of the top tier wireless and wireline telecommunications carriers in the U.S. through its wholesale division. According to Vertical Systems Group, Cox Business is one of the largest providers of business Ethernet services in the U.S. based on customer ports and has been consistently recognized for its leadership among small/midsize business data service providers. Cox is currently the seventh largest voice service provider in the U.S. and supports one million phone lines. For more information about Cox Business, Click Here or call 1-800-396-1609.

About Cox Communications

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and wireless services over its own nationwide IP network. The third-largest U.S. cable TV company, Cox serves 6.2 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers and Cox Media is a full-service provider of national and local cable spot and new media advertising. Cox Communications wholly owns and operates Travel Channel. Cox is known for pioneering efforts in cable telephone and commercial services, industry-leading customer care and its outstanding workplaces. For six years, Cox has been recognized as the top operator for women by Women in Cable Telecommunication; for four years, Cox has ranked among DiversityInc's Top 50 Companies for Diversity; and the company holds a perfect score in the Human Rights Campaign's Corporate Equality Index.