Calix Support Cloud wins TMC’s CUSTOMER Product of the Year in recognition of the transformational customer support benefits it gives even the smallest broadband service provider, reducing costly truck rolls by as much as 50 percent, customer call times by 80 percent, and increasing first call resolution by 83 percent
SAN JOSE, CA -- March 24, 2022 -- Calix, Inc. (NYXE: CALX) announced today that TMC, a global, integrated media company and publisher of CUSTOMER magazine, has named Calix Support Cloud (Support Cloud) a 2022 Product of the Year Award winner. As one of the lead products in a portfolio developed over 11 years, with more than $1 billion invested, to produce the broadband industry’s most innovative end-to-end platforms, Support Cloud is purpose-built for customer support teams. Support Cloud combines predictive analytics and real-time insights to give broadband service providers (BSPs) unique visibility into the subscriber experience to diagnose, resolve, and troubleshoot subscriber issues remotely—often before subscribers know there is a problem. This proactive approach to customer support lowers costs and increases subscriber satisfaction by decreasing repeat trouble tickets, increasing first call resolutions, and driving Net Promoter Scores (NPS) far above the industry average.
Wi-Fi issues account for more than half of all BSP helpdesk calls. If a resolution is not provided over the phone, costly truck rolls are required. Calix developed Support Cloud so that even the smallest BSP call center has complete visibility of the home network, resulting in fewer truck rolls and lower costs, leading to happier subscribers:
"By integrating Calix Support Cloud into our customer support processes, we quickly saw our ticket close rates increase and our customer call times shorten significantly,” said Brad Moline, president and chief executive officer at ALLO Communications. “As we continue to bring fiber connectivity to communities across Nebraska, Colorado, and Arizona, customer service experts need to solve subscriber issues efficiently and handle customer issues in an educated and hassle-free manner. Partnering with Calix gives us access to the insights needed to anticipate subscriber issues and enhance their Wi-Fi experience.”
Support Cloud is also seamlessly accessed on mobile devices, giving field technicians immediate access to necessary information to improve efficiency during and after installations, leading to more satisfied subscribers. Fueled by a recent integration with the iVUE trouble management solution from National Information Solutions Cooperative (NISC), BSPs can resolve subscriber issues faster, dramatically reduce call times, save on OPEX, and boost subscriber satisfaction. Another recent enhancement to Support Cloud is the subscriber quality of experience score, which provides a comprehensive view of the subscriber experience so that customer support teams can more easily identify issues.
“Award-winning innovations like Support Cloud are born from listening to our customers,” said Shane Eleniak, executive vice president of products at Calix. “Support Cloud makes it easy for any BSP to run an efficient, low-cost call center that leverages advanced analytics to proactively anticipate and solve potential subscriber issues. Providing fast, comprehensive technical support reduces support costs and has a powerful, positive impact on the overall subscriber experience, which increases customer satisfaction and NPS metrics.”
The 2022 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, customer relationship management (CRM), and teleservices industries one solution at a time. The award highlights products that enable companies to exceed the expectations of their customers.
To learn more on how BPSs are delivering unparalleled subscriber experiences while achieving critical business objectives, check out this white paper, “Optimizing the Support Center.”
Calix, Inc. (NYSE: CALX) – Calix cloud and software platforms enable service providers of all types and sizes to innovate and transform. Our customers utilize the real-time data and insights from Calix platforms to simplify their businesses and deliver experiences that excite their subscribers. The resulting growth in subscriber acquisition, loyalty, and revenue creates more value for their businesses and communities. This is the Calix mission; to enable broadband service providers of all sizes to simplify, excite, and grow.
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