From ATG to Oracle Service Cloud - Why Suddenlink Chose CPI

Success Story

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Success Story

From ATG to Oracle Service Cloud - Why Suddenlink Chose CPIThe ChallengeThe 48 agents in Suddenlink’s iCare department (where all customer chat and email conversations are routed) had been using Oracle ATG. In spite of some of its limitations, the software had served the department well. However, following ATG’s announcement of a December 2015 end of life deadline, Suddenlink decided to migrate to Oracle Service Cloud (Oracle’s next generation customer experience platform).

With iCare’s primary focus being on chat and inbound email customer care, Suddenlink was looking for a smooth and seamless transition to Oracle Service Cloud. In addition, they wanted to achieve increased agent efficiency, provide a better customer experience and automate customer communications.

The Solution and ResultsUltimately, Suddenlink chose CPI, an Oracle Service Cloud specialized partner, to help with the migration from ATG to Oracle Service Cloud. Greg Ewton, Suddenlink Senior Manager for iCare, explains, “The platform has a familiar feel since it’s based on windows and the feeling was that it would be easy for my agents to use.” Equally important was selecting a company experienced with migrating from ATG to Oracle

About SuddenlinkSuddenlink was established in February, 2003 and serves more than 1.4 million residential and business customers in Texas, West Virginia, Louisiana, Arkansas, North Carolina, Oklahoma, Arizona and elsewhere. Suddenlink is committed to bringing customers the fastest Internet, most advanced TV services, phone and other services, all while providing superior customer care.

For more information:www.suddenlink.com

Is your organization ready to make the transition from ATG to Oracle Service Cloud?If so, please contact us:Chris Dellen - Vice President of Marketing 317.596.7966 - cdellen@commprod.com

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Service Cloud. “Not only is CPI an expert in Oracle Service Cloud but they are one of the few partners in the United States who is well-versed in the latest skills-based routing functionality,” Greg says.

Since implementation, Greg and his iCare agents have noticed improvements in the following areas:

• Robust reporting (team and agent reporting now available)

• Personalized and branded customer responses

• Insightful work space information

• Streamlined incident and email management

Here are Greg’s tips for those migrating from ATG to Oracle Service Cloud:

• Find an Oracle Service Cloud partner, like CPI, who has experience implementing both ATG and Oracle Service Cloud. Choosing such a partner, who can truly understand what you need through the migration process, enables you to customize the platform to your organization’s specific needs.

• Establish buy-in from key players (IT, operations and marketing).

• Test drive the new product – have the product demonstrated for your team and make sure any unfamiliar terms are explained.

“In every interaction I’ve had with CPI, I can tell they genuinely care about us and our customers’ experience.”

- Greg Ewton, Suddenlink Senior Manager for iCare

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If your organization needs to migrate from ATG to Oracle Service Cloud, we invite you to contact us to learn more about how we can help. We would like to make your transition a smooth and seamless experience.

The team at CPI has been exceptional to work with,” Greg says. “Anyone in this industry knows that migrating to a new platform can be stressful, but the CPI team went above and beyond to provide us with highly responsive and consistently outstanding service and support. They really are top notch!

Greg Ewton - Suddenlink Senior Manager for iCare

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Headquarters Communications Products, Inc. 7301 E. 90th Street Suite 111 Indianapolis, IN 46256

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Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communication solutions of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.