Calix Support Cloud Enables Service Providers To Deliver World-Class Subscriber Experiences in New Markets by Extending Support to Calix SmartTown
November 09 2022 - 8:25AM
Business Wire
New updates to the award-winning Calix Support
Cloud enable support teams of all sizes to increase efficiency as
their businesses embrace new managed services, including Calix
SmartTown for community use cases—ensuring exceptional subscriber
experiences, lower operating expenses, and growth
Calix, Inc. (NYSE: CALX) today announced that the award-winning
Calix Support Cloud (Support Cloud) is the only solution that
delivers insights to enable customer support across the industry’s
most extensive portfolio of managed services. Calix introduced its
8th, 9th, 10th, and 11th managed services last month at Calix
ConneXions 2022. The growing portfolio enables broadband service
providers (BSPs) to win in increasingly competitive markets by
delivering managed services. These include social media monitoring
(Bark), connected home security (Arlo Secure), connected device
protection (Servify Care™), and scalable community-wide Wi-Fi for
subscribers and smart neighborhoods (SmartTown™). To support
business growth by increasing support efficiency, BSP support teams
leverage Support Cloud, which provides increased visibility into
the complete subscriber experience. Continual updates to Support
Cloud make it easier than ever for BSP customer support teams to
provide proactive customer support that contributes to an
exceptional subscriber experience—all while reducing operating
costs. This also extends to the Calix managed service,
SmartTown.
Last year, New York-based Ontario & Trumansburg Telephone
Companies (OTTC) added managed services to their existing Wi-Fi
offerings to stand out in crowded Rochester and Buffalo markets.
Specifically, they launched ProtectIQ® home network
protection and ExperienceIQ® advanced network controls. They
also engaged Calix Premier Customer Success to help them accelerate
go-to-market times and get the most out of their technology
investments. OTTC leveraged the full Calix Revenue EDGE™
platform—including GigaSpire® BLAST systems, Calix Cloud®, and the
Calix CommandIQ® mobile app—to see several benefits. They
increased customer support workflow efficiency even as they added
new managed services. Meanwhile, Calix Marketing Cloud enabled OTTC
to find the best households to target for new managed services and
drive more subscribers to their personalized CommandIQ
mobile app. This high level of self-service, paired with the tools
and visibility into the subscriber experience in Support Cloud,
enabled the OTTC customer support team to decrease operating costs.
They reduced truck rolls by 19 percent and mean time to repair
(MTTR) by 34 percent.
As a new function in CommandIQ, subscribers can now click
through to their BSPs’ billing portal so they can easily and
quickly log in to view billing details. Customer service
representatives (CSRs) can configure their BSPs’ billing portal URL
for display in CommandIQ through Support Cloud, resulting in
convenience for the subscriber and lower inbound call volume.
Support Cloud is also launching multiple enhancements to network
operations features to make support workflows and reporting easier
to manage, edit and maintain over time.
Even as BSP offerings grow in complexity, additional
enhancements to Support Cloud help reduce support operating costs
by:
- Providing more support visibility into the complete managed
services subscriber experience. Calix continually enhances
Support Cloud to further enable CSRs and field technicians to
support a growing list of managed services. CSRs can now support
managed Wi-Fi experiences in community spaces with SmartTown. In
the same system, they have increased visibility into residential
subscriber experiences, like connected device protection from
Servify Care. This results in faster troubleshooting.
- Enabling proactive monitoring and support for new markets
with SmartTown. Calix launched SmartTown last month. Now
Support Cloud is poised to help BSPs support Wi-Fi experiences at
scale. Recent enhancements include proactive monitoring and support
of the community subscriber experience, more insights, and
troubleshooting tools.
- Leveraging the Revenue EDGE platform, including EDGE
Systems, to deliver exceptional subscriber experiences. Calix
has a growing portfolio of GigaSpire and GigaPro™ Wi-Fi systems
that includes the upcoming u4g and just-launched p6he. These
Revenue EDGE Wi-Fi systems integrate with Support Cloud to give
CSRs end-to-end visibility into the subscriber experience. This
means support teams can seamlessly provide proactive support. At
the same time, subscribers can also self-service using the
CommandIQ mobile app.
- Collaborating with Customer Success Services to support
enablement and business growth for managed services. Calix has
a dedicated customer support organization, Calix Customer Success
Services (Customer Success). This award-winning team provides
step-by-step guidance to help support BSPs as they grow their
businesses. That support extends to all managed services Calix
offers. New content is available to support SmartTown community
implementation with hands-on technical workshops and new service
introduction guidance.
Oklahoma-based Centranet also successfully leveraged Revenue
EDGE to launch ProtectIQ and ExperienceIQ earlier
this year, resulting in almost all their subscribers using these
managed services. Part of their success is due to their 92 percent
app adoption rate, which gives subscribers more control of their
managed services experience and frees up CSRs to provide proactive
subscriber support. This results in a better subscriber experience
and fewer inbound calls. In a recent customer satisfaction survey,
Centranet scored 9.5 out of 10.
“We understand that exceptional subscriber experiences are the
most important differentiator,” said Mark Prather, president of
fiber and technology at Centranet. “The more information and
visibility our customer support team can access through Support
Cloud, the more we are able to troubleshoot quickly for our
subscribers while also increasing efficiency and reducing
unnecessary truck rolls for our team. Support Cloud helps us ensure
that the resolution doesn’t depend on how well a subscriber can
describe the issue they are experiencing. With Support Cloud, our
CSRs can see what is going on for themselves to ensure a better
overall subscriber experience.”
“As BSPs launch growing portfolios of managed services to excite
and delight their subscribers, customer support teams continue to
play a pivotal role in driving these experiences,” said Martha
Galley, executive vice president of customer engagement and
services at Calix. “Innovative market giants are leveraging Support
Cloud with guidance from Customer Success to increase efficiency
while launching new revenue streams. Visibility and enhanced
support tools enable even the smallest customer support team to
deliver world-class support regardless of which managed service the
subscriber uses. Centralizing customer support needs in one
solution unlocks the pathway to growing businesses with new managed
services.”
Every 91 days, Calix releases updates for its award-winning
cloud and software platforms. This consistent cadence enables BSPs
to further their transformations from utility providers into
experience providers. In this way, even the smallest service
providers get the opportunity to accelerate their innovation,
differentiate, and become giants in their markets.
Learn how customer support teams of all sizes are leveraging
Support Cloud to deliver world-class support for new managed
services while also increasing efficiency.
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 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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Press Inquiries: Alison Crisci 919-353-4323
alison.crisci@calix.com
Investor Inquiries: Jim Fanucchi 408-404-5400
investorrelations@calix.com
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