GLDS and Calix Empower BSPs for a Superior Broadband Experience

In an effort announced around ConneXions 2023, GLDS and Calix have moved into new territory together, linking customer experience features that reshape how broadband operations teams handle network issues for an exceptional subscriber experience. This game-changing collaboration empowers broadband service providers (BSPs) to respond within seconds to network disruptions—a significant leap from the time-consuming process that has historically taken hours to identify and communicate.

What sets this enhancement apart is its seamless integration with GLDS’s broadband management system (OSS/BSS). Calix recently recognized GLDS’s integration effort with their “Innovation Partner Award” at ConneXions 2023.

The City of Longmont’s community-owned BSP, NextLight, takes the lead in leveraging this industry-leading feature. Recognized by PC Mag as the Best Gaming ISP for 2023, NextLight boasts a remarkable 98 percent customer satisfaction rating. The new integration is the perfect complement to NextLight’s customer-first approach.

Valerie Dodd, executive director at NextLight, City of Longmont, emphasized the importance of customer service during service interruptions, stating, “By collaborating with trusted partners Calix and GLDS to streamline our operational and back-office systems using this breakthrough solution, we’re able to support our subscribers when they need us most.”

Instant Information Access: Thanks to automated machine-to-machine communications, Calix Operations Cloud provides GLDS with real-time insights on outages. Webhooks streamline the automation process, helping BSPs avoid delays associated with manual communication among different teams and back-office systems.

Proactive Subscriber Updates: Leveraging GLDS’s ability to communicate with customer service teams and with subscribers about service outages, BSPs can now proactively update those impacted by network issues within seconds, ensuring transparent and timely communication. Customer Service is in the know, telephone systems communicate outage information to inbound callers, and subscribers receive SMS and email notifications with up-to-date outage and restoration information. Leveraging native outage management functionality within the GLDS systems, subscribers can even ask about outage details via two-way SMS messaging.

Faster Issue Resolution: In addition to the existing automated health monitoring, Operations Cloud now delivers actionable insights via webhooks, acting as an “early warning system” for network health. GLDS translates those alerts into proactive operational alerts—empowering operations teams to investigate and troubleshoot network issues promptly, significantly reducing mean time to repair, and minimizing downtime.

Garrick Russell, COO and president at GLDS, highlighted the collaboration’s significance, stating, “The ability to integrate proactive outage detection and service monitoring is a key benefit of the GLDS broadband management platform, enabling service providers to detect problems faster, initiate repairs sooner, and serve customers better. Our new collaboration with Calix marks a breakthrough in the fiber broadband industry, harnessing the power of webhooks for lightning-fast machine-to-machine communication of service-impacting events.”

Shane Eleniak, chief product officer at Calix, underscored the critical nature of quick communication during outage situations, stating, “This latest update to Operations Cloud marks a genuine breakthrough in the fiber broadband industry, as showcased by the integration with our Elite partner GLDS and deployment by one of the country’s most acclaimed networks: City of Longmont’s NextLight.”

Contact GLDS to learn how to supercharge your subscriber experience with GLDS and Calix. www.glds.com and sales@glds.com.