CETS Recognizes Calix’s Support Cloud for Advances in Subscriber Success

Imagine a world where broadband service provider (BSP) support teams can anticipate subscriber needs and personalize the experience with value-added support. Calix is on a mission to provide BSPs with cloud technology to enable this experience, and the industry is taking notice.

The Customer Experience & Telco Sales Association (CETS) recently awarded Calix Support Cloud (Support Cloud) the 2023 Best in Class Award for a second consecutive year. “Each year, CETS recognizes teams and companies that demonstrate innovation and excellence related to customer experience and telco sales,” said Ellis Hill, President of Research First, Inc. “This year’s awards went to one service provider, MTA, and One vendor Company, Calix, each of which executed best-in-class practices over the last year.”

This award, along with the 2023 TMC Best Product of the Year Award, places Support Cloud in a unique position. Few cloud solutions are purpose-built for broadband service providers (BSPs) and their support organizations, and even fewer have received as many accolades as Support Cloud. Key benefits for BSP support teams and their subscribers include:

• Support teams can view the entire subscriber network from the WAN to residential gateways, Wi-Fi, managed services, connected devices, and even apps, all within a single subscriber support system.
• Automated subscriber issue/resolution identifications and the Quality of Experience Score augment human capabilities to quickly identify, diagnose, and repair issues impacting the subscriber experience, even proactively.
• Specialized tech support teams can use advanced diagnostics to solve even the most complex problems remotely without sending a field technician to conduct an onsite repair.
• If a field technician is required, they have access to the same subscriber data as the call center in a mobile format, enabling them to assess network connectivity conditions and home coverage before leaving the site ensuring optimal customer satisfaction as a brand ambassador.

As customers become more reliant on their Wi-Fi connection to work, learn, and play, the connected experience becomes even more important. Support Cloud is constantly evolving to optimize support for the connected lifestyle playing a critical role as the backbone of support teams to deliver the highest level of service to subscribers and elevate their role as the primary caretaker of the subscriber experience.

OTTC Reduces Truck Rolls by 19% With The Help of Support Cloud

How does Support Cloud help BSPs reduce costs while expanding into new markets? Ontario & Trumansburg Telephone Companies (OTTC), a New York-based BSP, launched Calix Revenue EDGE managed services on top of their Wi-Fi offerings in weeks instead of months with the help of Support Cloud. The BSP leveraged the end-to-end visibility in Support Cloud paired with guidance from Calix Premier Customer Success Services to prepare its support team for launch. This winning combination led the 100-year-old BSP to successfully expand into competitive fiber markets by delivering differentiated value while at the same time increasing customer support workflow efficiency. As a result, OTTC lowered operating costs, reduced truck rolls by 19%, and reduced mean time to repair (MTTR) by 34%.

Want to know more about how Support Cloud simplifies complexity and enables the move to proactive support? Check out this video for key insights.