Calix Support Cloud Named 2022 Customer Experience Product of the Year
March 24 2022 - 8:25AM
Business Wire
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
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:
- Reduce OPEX and decrease repeat trouble tickets by half.
By analyzing key data sources, family-owned and operated Dobson
Fiber transformed its trouble ticket data into actionable insights
to slash truck rolls by 50 percent. This significantly reduced OPEX
and the decreased repeat trouble tickets allowed the Oklahoma-based
BSP to focus on building lasting subscriber relationships.
- Increase first call resolutions by diagnosing subscriber
issues more efficiently. Wyoming-based Silver Star
Communications leveraged real-time intelligence in Support Cloud
last year to diagnose and resolve issues quickly and efficiently
and become more proactive. By using data-driven insights, they have
increased their first call resolution rate to 83 percent, while
reducing truck rolls by 41 percent.
- Increase NPS with higher ticket close rates and shorter
subscriber call times. As it rapidly expands to connect
communities across Nebraska, Colorado, and Arizona with fiber, ALLO
Communications has effectively harnessed data in Support Cloud to
increase its ticket close ratio to 60 percent and cut call times by
30 seconds per call, while achieving an NPS of +71 for technical
support.
- Slash average subscriber call lengths by more than half in
less than a year. By resolving issues remotely, Ohio-based
broadband cooperative, Bascom Communications, used Support Cloud to
significantly reduce inbound support calls and decrease the average
length of calls by 80 percent. They also dramatically decreased
unnecessary truck rolls.
"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.”
About Calix
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.
This press release may contain 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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Press Inquiries: Alison Crisci 919-353-4323
alison.crisci@calix.com
Investor Inquiries: Tom Dinges 408-474-0080
tom.dinges@calix.com
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