The Answer is in the Device! Discover How to get Connected Devices to Identify their Own Issues.

Your subscribers expect Wi-Fi just to work. When an issue comes up, they call in and expect your CSR to fix it quickly. But without the right information and insight, CSRs may struggle to identify the problem, let alone resolve it. And with more and more subscribers requiring smart home coverage, bandwidth demands will only continue to increase.

Now think about this: what if problematic devices could identify and share the actual problems with your CSRs, empowering them to resolve connectivity issues quickly? For example, let’s say a subscriber calls in because the video they’re trying to stream is tiling. They’re already paying for high-speed bandwidth. They’re not happy.

With connected devices, your CSRs can avoid the usual "have you tried this” conversation (which can frustrate already frustrated subscribers even more). Instead, your connected devices will tell you everything you need to know so you can have a different conversation. For example:

1. An older generation 802.11g device tells your CSR that it’s only capable of HD streaming, not 4K
   OR
2. A newer 4K capable device tells your CSR that it’s operating in a poor signal area

Either way, your CSR instantly knows the best way to resolve the call and, in the second example, may even be able to generate additional revenue by upselling the subscriber an 804Mesh satellite solution.

Here’s the great news: Wi-Fi capable devices provide this information now.

It’s true. Wi-Fi capable devices already generate usage data and the performance of the Wi-Fi network to which it’s connected.  And here’s a nice competitive advantage: Only you, as the service provider, have access to all the data generated by every device connected to each subscriber’s home network. All you need is a tool that can present the data in an easy-to-interpret and easy-to-use interface. Calix has you covered. 

In the age of the connected home, service providers must be able to resolve Wi-Fi issues quickly and efficiently. It's become a differentiator in a fiercely competitive market where devices are proliferating exponentially, and subscriber churn is constant. Calix Support Cloud can help you gain visibility into your subscribers' home networks, transform that data into faster resolutions and help you increase customer retention.

Using the Wi-Fi capability score in Calix Support Cloud, you can monitor key performance indicators in device-generated data and present relevant information to your CSRs in a way that’s easy to understand and act on. Your CSRs are empowered to resolve issues faster, and customers can get back to enjoying your service as it was meant to be: uninterrupted.