Netcracker Intelligent Customer Experience

Redefine customer experience with AI-fueled hyper-personalization, seamless omnichannel engagement and powerful incentives.

Netcracker Intelligent Customer Experience Solution delivers a powerful, unified and AI-driven engagement model for superior customer satisfaction and greater efficiency.

Implement a Winning Customer Experience Strategy

In today’s telecom landscape, delivering exceptional customer experiences is more than a goal — it’s vital for CSPs to survive and thrive in an increasingly competitive marketplace. The telecom environment is extremely complex, with numerous disparate silos, disconnected processes and an abundance of outdated legacy systems. In this diverse landscape, achieving a complete 360-degree customer view and curating highly personalized and consistent experiences across any service or channel in real time are significant challenges.

Netcracker Intelligent Customer Experience (CX) solution breaks through these barriers to deliver a transformative shift in customer experience. It enables faster sales conversions, efficient and accurate responses to customer needs and hyper-personalized journeys across all channels with a holistic customer view, deeply integrated AI and an innovative approach to customer loyalty.

Netcracker Intelligent CX is based on the following core principles – with each contributing to a more contextual, connected and commercially impactful engagement:

Context Through Data Unification: Bringing data and processes from disparate IT stacks and channels together creates a contextual 360-degree customer view
Deep AI Integration: AI/ML and AI Agents deliver hyper-personalization, rapid decision-making and increased productivity
Intuitive Self-Service: User-friendly user interfaces and code-free design create agility and encourage business innovation
B2B Growth: Automating complex lead-to-order processes and expanding partner offers accelerates B2B growth
Continuous Loyalty: Immersive user engagement and gamification bring a new approach to personalized rewards and interactive experiences

With Netcracker Intelligent CX, CSPs can raise the bar in customer experience by unifying customer data, streamlining engagement and integrating digital commerce across all touchpoints. Native AI agents help to automate customer journeys, deliver personalization at scale, quickly respond to customer needs and deliver consistent, high-impact experiences across every channel. A complete customer view and modern loyalty tools drive faster conversions and solidify long-term relationships with consumers and businesses.

Increase Retention and Foster Long-Term Customer Engagement

High-quality unified data fuels rich, AI-enhanced customer experiences. Netcracker’s telecom-optimized Data Analytics Platform integrates data from BSS/OSS, networks, channels and partner systems—telco and non-telco alike—into a business- and AI-ready format. This enables a 360-degree customer view with real-time, actionable insights on customer behavior, network performance and business operations.

Business-ready data marts and visualizations reveal hidden patterns in data to empower sales, marketing, customer care and network teams. With AI-optimized business processes and AI Agents, the platform supports omnichannel experiences with personalized engagement and dynamic customer context.

Through Netcracker’s unified Commerce and Care system, the Data Analytics Platform overcomes the challenges of engaging with multiple backend IT systems to provide a single source of truth for products and services, a single shopping cart experience and seamless business APIs for customer recognition, bundling and care.

API Management and Integration connects external domains—spanning Fixed, Mobile, B2B, Fintech, Healthcare and other verticals—into one continuous, actionable data flow. Designed with privacy and compliance at its core, Netcracker Intelligent CX ensures secure data handling in accordance with industry regulations.

Digital twins integrate the customer profile with operational realities, enabling event-driven actions, scenario testing for campaigns and iterative strategy refinement. Netcracker’s AI and GenAI Telco solutions extend this intelligence further by delivering predictive insights, automating responses and enhancing agent support throughout the customer lifecycle.

The result is a real-time, dynamic customer 360-degree profile, enriched by digital twins and GenAI to drive predictive insights, automate actions and continuously refine strategies for long-term customer engagement and retention.

Deep Integration with AI to Transform Customer Engagement and Boost Employee Productivity

Netcracker embeds AI across the entire solution to automate decision-making and improve business outcomes while maintaining the highest levels of quality and security. With Netcracker GenAI Telco Platform and AI Agents, customer engagement and internal employee business assistance become intuitive and automated.

Native AI Agents leverage AI, GenAI and additional technologies to make autonomous decisions and execute actions, providing exceptional value across all areas of customer experience, including sales, care, product management and marketing. Customer-facing agents can negotiate offers, apply discounts and personalize retention strategies, while internal agents detect fraud, block suspicious accounts and adjust billing in real time.

Netcracker applies AI/ML to improve accuracy in a variety of use cases, including anomaly detection, prediction, optimization and forecasting. The solution incorporates a holistic MLOps environment to orchestrate and automate an end-to-end model lifecycle from experimentation to production. Native integration of AI/ML into Netcracker Intelligent CX enables CSPs to coordinate network operations and customer insights into a cohesive approach that connects network performance with customer behavior to deliver the right experience at the right cost. By focusing on the entire customer journey rather than a single channel, CSPs can ensure a seamless, totally personalized customer approach.

Netcracker Intelligent CX embeds AI throughout the full technology stack, providing insights for a wide range of focus areas:

Customer Management: Real-time profiling, segmentation, sentiment analysis/Voice of the Customer (VoC) and predictive insights for churn and purchasing potential
Product & Service Catalog: AI-driven configuration assistance, smart bundling, augmented analytics and an intelligent FAQ knowledge base
CPQ: Complex service designs and predictive profitability analysis to support price negotiation
Interaction Management: Channel performance, predictive call behavior and proactive issue resolution with AI-powered sales and marketing guidance
Decisioning Engine: Real-time customer journey orchestration across all touchpoints with personalized recommendations, content and dynamic campaigns
Loyalty Management: Data-driven personalization, such as high discounts, and intelligent rewards management

Enabling Intuitive Self-Service and Agile Operations With a Consistent, Omnichannel Experience

Customer journeys span digital and physical worlds—and Netcracker’s solution ensures their connections stay seamless, intuitive and consistent at every step. From mobile apps and web portals to care centers and retail stores, customers and agents interact through a common, intuitive workspace built for speed, personalization, scale and innovation.

Designed with low-code/no-code tools and plug-and-play components, CSPs can create and adapt journeys in days rather than months. Out-of-the-box UI elements and a central design canvas allow instant changes across all touchpoints, with no need to rework front-end logic per channel.

The role-tailored dynamic interfaces adjust to each user—agent, customer or partner—supporting relevant workflows while maintaining design consistency. A lightweight, agile front end is decoupled from the back end, simplifying updates and reducing operational overhead. Meanwhile, back-end orchestration streamlines complex business operations across any system, supported by open API integration for fast connectivity.

Embedded AI Agents enhance every interaction with real-time guidance, automation and content generation. Integrated analytics and reporting offer insights into behavior, intent and sentiment, helping CSPs continuously optimize experience and performance.

Whether enabling self-service or assisted support, Netcracker’s omnichannel approach ensures CSPs can adapt quickly, engage meaningfully and operate efficiently—all while delivering a seamless experience across every device and interaction point. It equips CSPs with the tools they need to overcome longstanding obstacles to innovation and responsiveness to customer demands.

Driving B2B and B2B2X Growth With a Unified, Configurable Commerce Foundation

Generic CPQ is not up to the task of embracing multiple enterprise-focused opportunities emerging in the marketplace. Netcracker Intelligent CX platform empowers CSPs to configure, price and quote even the most complex offerings across consumer, enterprise and partner segments with speed and precision. From converged bundles to IoT plans, private networks and 5G slicing, every offer is managed through a centralized, AI-enhanced catalog and orchestrated into seamless omnichannel journeys.

Netcracker excels in B2B CPQ by simplifying complex orders and automating the lead-to-order processes. Sales teams can handle multi-service, multi-site and multi-partner deals with confidence, supported by AI agents that optimize pricing, build contracts and simplify complex service designs. Our agents accelerate tasks like proposal creation and guided selling, reducing onboarding time and shortening sales cycles.

Netcracker’s unified Product Catalog dynamically adapts pricing, offers and sales flows in real time—across digital storefronts, assisted sales and partner portals—enabling CSPs to quickly monetize traditional and digital services based on customer type, behavior and business logic. Commerce becomes agile. Sales becomes smarter. Monetization becomes future-ready.

As CSPs move toward ecosystem-based service delivery, including NaaS offerings, Netcracker supports flexible partner management—enabling third parties to onboard, co-create offers, monitor performance and engage customers through CSP channels with minimal friction. By streamlining data orchestration, journey logic and channel delivery, Netcracker Intelligent CX ensures that every experience—customer or partner—is timely, relevant and scalable.

Redefining Customer Loyalty Through Tailored Experiences and Gamification

One of the key reasons for customer churn is a negative experience resulting from inconsistent, unimpressive and non-personalized loyalty programs.

Netcracker Intelligent CX brings an innovative approach to loyalty management by transforming routine loyalty operations into incentive-driven engagement that helps connect CSPs’ customers more deeply with the brand. Instead of momentary customer involvement to reach a reward, the Netcracker solution enables continuous CSP and partner marketplace-driven reward potential through a gamified environment. This method results in continuous customer engagement and satisfaction by converting positive experiences and perceived value into business benefits across the providers’ and partners’ ecosystems of products and services.

Netcracker Intelligent CX is AI-native, making multiple operations related to gamified loyalty management (customer profiling, partner settlement, points to rewards conversion and analytics etc.) insight-powered, dynamic and self-optimizing. This allows CSPs to enhance the range of gamified incentives, from AR/VR-powered shopping with game currency to exclusive hyper-personalized offers. When successfully implemented, these programs reduce churn, encourage repeat sales and generate a strong return on investment.