The Solution & Results

Ultimately, 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 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