Calix Support Cloud Extends Visibility Beyond Subscribers’ Home Wi-Fi, Delivering Revolutionary Network Insights
To ensure support teams can consistently deliver unparalleled subscriber experiences, Calix Support Cloud incorporates ONT health data and alerts to existing home Wi-Fi troubleshooting, enabling teams like WAVE Rural to solve subscriber issues faster and achieve 78 percent first call resolution
SAN JOSE, CA—August 16, 2023—Calix,Inc. (NYSE: CALX) today unveiled significant advancements to the award-winning Calix Support Cloud (Support Cloud). Support teams now have seamless access to the same optical network terminal (ONT) health data and alerts used by operations teams. As a result, support teams have groundbreaking visibility, extending across the subscriber’s residential gateway, connected devices, and applications—all the way to the ONT. This enables support teams to swiftly and proactively respond to network outages or other issues with unprecedented speed and efficiency.
According to 1SQM Research, teams that increase first call resolution by just 1 percent can grow upsell opportunities by 20 percent and reduce churn by 5 percent. Broadband service providers (BSPs) like Arkansas-based WAVE Rural Connect are already harnessing these powerful new capabilities in Support Cloud to achieve an exceptional first call resolution rate of 78 percent.
When network outages occur, the latest enhancements in Support Cloud enable customer support teams to:
- Spend less time on support calls and resolve issues faster. Thanks to the new ONT-level visibility and alerts in Support Cloud, customer service representatives (CSRs) receive immediate notifications of outages. This increased awareness of network issues enables CSRs to dramatically reduce call times to diagnose the issue and resolve subscriber concerns faster.
- Collaborate seamlessly with other broadband functions. With greater awareness of issues impacting subscribers, support teams can coordinate with network operations to instantly identify the specific subscribers, systems, and ports impacted by an outage.
- Deliver exceptional service that differentiates the BSP’s brand and builds loyalty. Support teams can work closely with their marketing peers to proactively communicate service updates to subscribers. Calix-partnered BSPs can leverage Calix Marketing Cloud to push notifications to affected subscribers via the Calix CommandIQ® mobile app. Subscribers are kept up to date on service restoration, increasing satisfaction and building loyalty.
“By leveraging the Calix broadband platform, we’ve driven an impressive 80 percent take rate for our managed service offering,” said Scott O’Neal, network operations at WAVE Rural Connect. “What’s so beneficial about the Calix platform is that it gives our support and operations teams access to the same information about our subscribers. In Support Cloud, there’s no need to constantly switch between systems, and our support team can pinpoint which subscribers are affected by a fiber cut, where they’re located, and quickly send field technicians out to fix it. Our teams love the familiar and intuitive user interface. With these latest advancements to Support Cloud, we can troubleshoot with greater accuracy and speed, increasing our first call resolution to an exciting 78 percent.”
Alongside new capabilities in Support Cloud, Calix Premier Customer Success Services (Premier Success) offers new assessment and consulting services to help customer support, network operations, field installation, and go-to-market teams optimize processes and workflows. With on-site evaluation and end-to-end subscriber journey analysis, Premier Success helps support teams identify opportunity areas and implement actionable strategies to boost key metrics like first call resolution, mean time to repair, and installation quality.
“With every quarterly release, we evolve Support Cloud to ensure that customer support teams can deliver an exceptional subscriber experience,” said John Durocher, chief customer officer at Calix. “At the same time, the power of the Calix broadband platform enables BSPs to run the most efficient support team possible. These groundbreaking advancements to Support Cloud enable customer support to identify and resolve issues swiftly while working seamlessly with operations teams. With this innovation, our BSP customers will continue to transform their businesses while growing incredible value for the communities they serve.”
Support Cloud continues to garner a growing number of industry accolades, most recently winning the Software and Information Industry Association (SIIA) CODiE Award for Best Customer Service Solution. The industry’s only peer-reviewed awards recognized Support Cloud as the best tool, platform, or service that helps businesses enhance their customer service and support.
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This press release contains forward-looking statements that are based upon management’s current expectations and are inherently uncertain. Forward-looking statements are based upon information available to us as of the date of this release, and we assume no obligation to revise or update any such forward-looking statement to reflect any event or circumstance after the date of this release, except as required by law. Actual results and the timing of events could differ materially from current expectations based on risks and uncertainties affecting Calix’s business. The reader is cautioned not to rely on the forward-looking statements contained in this press release. Additional information on potential factors that could affect Calix’s results and other risks and uncertainties are detailed in its quarterly reports on Form 10-Q and Annual Report on Form 10-K filed with the SEC and available at www.sec.gov.
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