Calix, Inc. (NYSE: CALX) announced revolutionary advancements for data sharing between customer support and broadband operations teams. The latest evolution of Calix Service Cloud (formerly Support Cloud) and Calix Operations Cloud—integral components of Calix Cloud® on the Calix broadband platform—enable customer service representatives (CSRs) to proactively identify and solve subscriber issues faster. These updates give customer support teams streamlined and comprehensive visibility into subscriber impacts and network insights once available only to operations teams. Enhanced customer support sets rural and regional broadband service providers (BSPs) apart from legacy Tier 1 competitors struggling with data fragmentation.
The latest advancements for Service Cloud and Operations Cloud enable CSRs to seamlessly navigate between the two interfaces on a single dashboard, accessing both customer support and operations insights to quickly dig more deeply into individual subscriber issues. This level of service and support directly contributes to higher rates of subscriber satisfaction, promotes subscriber loyalty, and boosts Net Promoter Scores℠ (NPS®).
Increasingly, BSPs serving rural, regional communities are transforming their business models by embracing managed services that enable them to deliver differentiated value to their communities. Integrated managed services on the Calix platform create an opportunity for BSPs to expand to serve new markets—business, government, education—in addition to residential. As the role of the local BSP evolves and expands, CSRs need the insights that enable them to be brand ambassadors who can seamlessly solve problems and uphold brand value.
Calix is meeting this need for CSRs. The power of Operations Cloud is its amazing ability to deliver real-time network insights. These insights are immediately shared and available within a simple, streamlined, easy-to-use dashboard in Service Cloud. Customer support teams with Service Cloud can also access alerts and notification options for easy collaboration between business functions. Real-time subscriber insights give CSRs a clear view of current or potential issues so they can take proactive steps to troubleshoot.
Support teams leveraging the Calix platform can deliver a superior subscriber experience as they continue to differentiate their offerings with managed services thanks to new capabilities such as:
- Improved visibility at the ONT level and simplified real-time insights for quicker resolutions. Service Cloud provides CSRs with unprecedented information, enabling them to solve service problems and specific subscriber issues without escalating to the operations team. Automated SMS alerts offer greater visibility into network health and status for both operations and support teams—enabling them to act quickly, share information, and solve problems faster.
- Subscriber self-service and more ways to drive mobile app adoption. Self-service support options in the customizable CommandIQ® mobile app give subscribers more control over their home experience. Plus, new email functionality in Service Cloud enables CSRs to send subscribers a mobile app download link, making it easy to set up and personalize their app.
- Intuitive dashboards provide one-click access to subscriber impacts and service disruptions. New updates to the Operations Cloud dashboard allow teams to act quickly on potential service-impacting issues. With real-time visibility of active alarms, service disruption alerts, and subscriber impacts, BSP teams can streamline time to resolution during an outage.
“Sharing data between operations and customer support teams represents a significant leap forward for us,” said Matt Fennell, manager of fiber services at Tombigbee Fiber. “With these capabilities, we’re able to enter a new era of support by developing CSRs who are exceptionally well informed about the intricacies of our network. Operations Cloud has helped reduce our mean time to repair from six hours to 1.5 hours with increased network visibility and alarm functions; and, together with Service Cloud, our truck rolls have decreased with better insight into ONT health and home network visibility. This enhanced knowledge base, readily accessible at the fingertips of our team, will turn our customer support staff into star performers who wow subscribers with expert knowledge and proactive solutions. Plus, it will greatly enhance the overall subscriber experience and keep our NPS high. Our company has evolved as the Calix platform has evolved, and we’re eager to witness how Calix’s new innovations will reshape our business in the upcoming year.”
“Putting subscribers at the center of everything you do is critical, and today Calix is delivering another opportunity for customer support teams to be truly proactive in their subscriber experience approach,” said John Durocher, chief customer officer at Calix. “Customer service is a major differentiator within our customers’ managed service offerings. The BSPs we work with are elevating the role of the CSR within their organizations by enabling them to quickly resolve issues so they can operate at peak efficiency and deliver maximum productivity for their businesses. Empowering CSRs with the insights, analytics, and tools they need to be highly successful is crucial to boost subscriber satisfaction and NPS. That is what the combined intelligence of Operations Cloud and Service Cloud delivers to those on the front lines of customer experience.”
Learn more about the competitive advantages of using Service Cloud and Operations Cloud by watching the webinar, “Breaking Bad (Silos): How Teams Can Work Together To Make Subscriber Satisfaction Their Competitive Advantage.”
About Calix
Calix, Inc. (NYSE: CALX)—Broadband service providers of all sizes leverage the Calix platform and teams to simplify their business and excite their subscribers to grow the value of their business and for their communities for generations. The democratizing power of the platform and portfolio of managed services enables them to operate efficiently, acquire subscribers, and deliver exceptional experiences. Calix is dedicated to driving continuous improvement in partnership with our growing ecosystem to support the transformation of our customers and their communities.
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.
Calix and the Calix logo are trademarks or registered trademarks of Calix and/or its affiliates in the U.S. and other countries. A listing of Calix’s trademarks can be found at https://www.calix.com/pages/trademarks.html. Third-party trademarks mentioned are the property of their respective owners.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
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