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Modernized BSS/OSS Capabilities Help GCI Optimize Customer Experience, Improve Business Agility and Enable New Business Models
General Communication, Inc. (GCI), the leading communications service provider in Alaska, has selected Netcracker to enable its Polaris Program, which is the transformation of GCI's customer, revenue and operations management systems. These new capabilities will deliver a better customer experience, reduce operational costs through managed services and greater automation in call center operations and bring services to the market more quickly through an automated and streamlined fulfillment and provisioning process.
As the largest telecommunications company in Alaska, GCI provides multiplay services, including voice, video, broadband and wireless services, to businesses and consumers across the region. Its broadband network accounts for roughly 70 percent of the consumer broadband market in Alaska.
GCI will use the Netcracker 10 product suite to provide an improved customer experience through a more streamlined and simplified digital omnichannel journey. With a single product catalog covering all of GCI's businesses, the company will be able to provide one invoice for all consumer products and reduce the time it takes to provide customers with accurate quotes for new services, leading to faster sales and higher overall customer satisfaction. Netcracker 10 makes this possible because it is a true end-to-end, analytics-driven revenue, customer and operations management solution.
The Netcracker 10 product suite will also enable an automated customer interaction environment that will help GCI reduce costs and increase revenue by allowing its customer service representatives (CSRs) to prioritize critical queries. These wide-ranging improvements in customer service will help raise GCI's overall net promoter score (NPS), a customer satisfaction measurement standard that gauges how loyal customers are to a brand or service.
To help reduce operational costs and enable a more efficient use of resources, GCI is using Netcracker's multiyear hosted managed services program. With Netcracker as its strategic partner, GCI will also be able to fully integrate the wireless customers and assets acquired from Alaska Communications.
"Our need to improve IT process efficiency and accelerate service delivery methods to optimize customer experience led us to select Netcracker, which has proven itself to enable large-scale digital transformations successfully," said John Hegarty, Vice President/General Manager of the Polaris Program at GCI. "With the combination of innovative solutions, robust roadmap, managed services and expertise in handling complex business transformations, we are confident that our partnership with Netcracker will deliver the right outcomes which will enhance our customer experience leadership position."
"We look forward to helping GCI provide the experience that its customers not only demand, but expect from an integrated telecommunication provider," said Sylvain Seignour, Vice President of Global Sales at Netcracker. "Our Netcracker 10 solution is a game changer and we are excited to validate its ability to enable critical digital transformations."
GCI delivers communication and technology services in the consumer and business markets. Headquartered in Alaska with additional locations in the U.S., GCI has delivered services for more than 35 years to some of the most remote communities and in some of the most challenging conditions in North America.