How To Empower Operations To Move From Network Management To Experience Management

Two operational employees smiling while looking at a computer monitor

Today, a core challenge for broadband service providers (BSPs) is to move beyond commoditized, speed-based services and deliver something subscribers truly value: exceptional experiences. In other words, BSPs must become experience providers.

To do so requires deep insights into subscriber behavior; real-time, actionable network intelligence; streamlining and automating operations, and the ability to proactively assure service performance and delivery.

Transforming Operations From Network Management to Experience Management

Operations teams play a pivotal role in this shift. Their challenge? Sifting through massive amounts of network and service data to uncover meaningful insights. This manual approach isn’t sustainable.

That’s where the power of the Calix One platform and Agent Workforce Cloud come in. Operations Cloud, as part of the Agent Workforce Cloud, automates the hard work of data analysis, transforming raw network data into real-time, actionable recommendations. This enables operations teams to predict and proactively resolve issues before they impact subscribers—optimizing performance and enhancing the broadband experience.

3 New Ways Operations Can Optimize Experiences

Agent Workforce Cloud introduces new capabilities every quarter, ensuring operations teams get access to new tools to monitor, troubleshoot, and optimize broadband services. Our most recent enhancements provide operations teams with:

Enhanced network and service visibility with multi-layer geomapping. By supporting both imported map overlays and dynamic ArcGIS Online map layers, operators can visualize network health, events and status in the context of real-world infrastructure and environmental conditions.
Agent Workforce Operations Agent. The Operations Agent provides AI-driven, natural-language answers to NetOps questions, troubleshooting guidance, and operational know-how using Calix knowledge plus provider-uploaded content
Proactive troubleshooting of network performance. ONT speed and performance testing, network anomaly detection, alarm contextualization and predictive monitoring provide faster troubleshooting and reduced mean-time-to-repair (MTTR) resulting in fewer outages and a better subscriber experience.

These capabilities enable BSPs to move beyond reactive troubleshooting to proactively providing great subscriber experiences—ultimately shifting the operations team’s role from network maintenance to experience management.

Learn more in our new webinar, “Want to Elevate Productivity for Network Teams in 2025? Think Automation.

By Alan Marks

Senior Product Marketing Manager, Operations Cloud, Calix

Alan Marks is a senior product marketing manager at Calix, focused on helping broadband service providers transform operations using SaaS and cloud technologies. He has over 25 years of experience in the broadband industry. Prior to Calix, Alan held product marketing and product management leadership roles at Nokia, Alcatel-Lucent, and AT&T. Alan is graduate of Worcester Polytechnic Institute.