November 12, 2020 by Kent Law

Reimagining Customer Support for Modern Networks


Communication service provider (CSPs) operations teams are under intense pressure to deliver a subscriber experience that keeps pace with their increasing demands and expectations. CSPs cannot afford to lose ownership of the subscriber experience, and overcoming the following challenges are paramount:

  • Rapidly evolving technology (IPv6, L3 access networks, 10G PON) outpacing the ability to natively assimilate it
  • Hiring, training, and retaining employees who have the right skillsets and mindsets to keep pace with the speed of changing technology 
  • Embracing cloud-based and software-centric tools necessary to plan and manage technology and take advantage of market opportunities

Reimagining customer support with Calix Support 2.0.

Innovative CSPs want to succeed on their business objectives, improve the subscriber experience, and be technically proficient. The best way to meet these challenges is to select a partner that can provide a support experience strategically aligned with your goals – one that celebrates your wins as their own. 

Calix is reimaging the traditional relationship between CSPs and vendors in our Customer Support 2.0 approach. It’s more than a resource to use “in case of an emergency.” Rather it’s about forming a partnership with our customers as opposed to selling a vendor support program. The new Calix Premier Support level is now available that empower CSPs with fast, direct access to specialized Customer Support Engineering Specialists that effectively operate as an extension of your operations team and that understand your environment and are fluent in the solutions you rely on. 

Accelerate time-to-knowledge among your team.

To get your staff up to speed with technical knowledge, Premier Support arms you with an exhaustive library of resources.  The library includes three-minute videos to educate your team on frequently asked questions and meticulous “knowledge base” articles featuring expert advice. You’ll also get extensive discounts on eLearning and public instructor-led technical courses, reporting capabilities to ensure your training investment is paying dividends, and access to technical specialists either directly or in an online community forum.

Impact beyond operations.

The Calix Customer Support 2.0 approach doesn’t just help your customer support team. It will also help your engineering, planning, and implementation teams. That’s because we have solutions to help you with hardware and software issues, guidance on planning and engineering activities, deployment best practices, and proactive monitoring of network health. 

The support team is knowledgeable, responsive and shares the sense of urgency to ensure your subscribers’ satisfaction. You can find out more about the new Customer Support 2.0 options by going to the Calix Support Services page. Fill out this form, and a Calix Services expert will meet with you.