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Service Cloud

Simplify support and improve operational efficiency to deliver an exceptional subscriber experience with service excellence


Simplify support operations. Deliver service excellence.

Service Cloud is a purpose-built application on the Calix Cloud for customer support and field technician teams of broadband service providers that enables end-to-end visibility into the subscriber experience for proactive identification of issues and resolution, simplification of workflows, and subscriber upsell opportunities.

Smiling employee using Calix Service Cloud

Product details

Empower your customer support team with real-time intelligence

Proactive support
Proactively identify and resolve issues

With skyrocketing subscriber expectations and increasing network complexity, your support team needs end-to-end visibility into the subscriber experience to proactive solve issues with speed. Explore how Calix can provide actionable insights to anticipate subscriber needs and increase satisfaction.

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Automated insights
Automate diagnostics and recommendations

With the right systems and tools in place, you can take advantage of 30+ automated diagnostics and recommendations to simplify the complexities of troubleshooting and improve both operational efficiency and OPEX.

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Operations manager with computer and monitors
Support managed services
Enable support for managed services at scale

Long gone are the days when a BSP could win simply by offering the fastest speeds—today subscribers demand more personalized services with support to match. With Service Cloud, support teams of any size can take on managed service with ease and efficiency.

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Smiling customer service representative
Simplify complexity
Assure the broadband experience

Assuring the broadband experience gets complex, fast. Support teams need the flexibility to quickly validate the service experience with multi-gig speed and latency testing, automated subscriber diagnostics and network alerts – all integrated for speed to resolution.

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Awards and recognition

Industry awards and recognition

Benefits and features

Improve your support operations and costs

Visibility and alerts

Enable your support team to immediately act on ONT-level issues such as network outages or system health.

Workflow simplification

Streamline workflows—from FCC testing requirements to call outcome tracking—with automation capabilities.

Managed services support

Offer managed services using one, pre-integrated support solution across all services to scale with ease and efficiency.

Carrier class services

Set your business up for success with integrated access to intelligence from your operations and business systems.

Integrated analytics

Discover proactive opportunities to increase customer satisfaction with subscriber Quality of Experience (QoE) Scores for actionable insights.

Intuitive User Experience

Anticipate subscriber needs with unprecedented visibility into the subscriber experience across the WAN, Wi-Fi, 100+ CPE devices, and apps.

Technical specifications

Service Cloud

Accelerate troubleshooting with real-time access to the end-to-end subscriber experience.
  • Smart search 
  • Snapshot of issues 
  • Severity of issues and recommended actions 
  • Call outcome logging 
  • Subscriber Quality of Experience Score
data analytics and actionable insights

Empower your CSRs and Tier 1 with ONT level visibility and alerts to improve first call resolution, meantime-to-repair, and average handling time*.
integrations with network level data

*Operations Cloud required

Remotely manage and troubleshoot SmartLife managed services.
  • View service and account status 
  • Optimize settings 
  • Troubleshoot experience

News and insights

Deliver service excellence at scale

Scale for growth and deliver an exceptional subscriber experience

Subscribers want personalized digital experiences with support to match. Discover how support teams can deliver service excellence at scale.

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Case studies

Customer successes

Mohawk Networks reduces truck rolls 80% and delivers exceptional experience
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NextLight logo and field
NextLight prioritizes customer support to boost subscriber satisfaction to 98%
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CTC increases service activation and cut truck rolls by 50 percent
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