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Dec 19, 2024
3 min

5 New Ways Calix Helps You Innovate the Support Experience

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There’s nothing more powerful at driving meaningful innovation than the customer’s voice. At Calix, we continuously capture and analyze customer feedback through channels like our Customer Advisory Board, Calix Community, and field requests so we can address common challenges and create solutions that benefit all our customers.
 

These forums are critical for gathering input on new capabilities, aligning on strategic growth, and developing offerings that help broadband service providers (BSPs) deliver an exceptional subscriber experience. We are committed to helping our customers advance along the customer support continuum to achieve service excellence.
 

Here are five ways Calix is helping BSPs innovate the support experience, now and into the future.

  1. Providing small businesses with white-glove service. The Calix Cloud-integrated Field Service App now supports SmartBiz™ installations, repairs, and upgrades—including a new troubleshooting workflow and checklist for the CommandWorx self-service app. With a white-glove service experience, you can expand business installation options, reduce operational costs with efficient workflows, and boost customer satisfaction.

  2. Personalizing speed and performance testing. BSPs can now brand the web-based graphical user interface of the Calix Speed and Performance Insights multi-gig speed testing service, giving subscribers a personalized experience for speed and latency testing. This will heighten your brand visibility while enhancing subscriber satisfaction—increasing retention and loyalty.

  3. Increasing efficiency by analyzing support operations. Calix Success developed a BSP assessment for support and operational health that identifies factors impacting process efficiency, employee expertise, and the subscriber experience. By leveraging data-driven insights, BSPs can continuously improve support and operations functions that underpin broadband assurance. Blackfoot Communications undertook the assessment and increased efficiency by 12 percent, reduced unnecessary equipment replacements by 23 percent, and cut their truck roll rate to under 15 percent.

  4. Supporting expansion into new market segments. Support for SmartMDU™, Calix Cloud with PropertyWorx enables you to serve multi-dwelling units (MDUs) and streamline operations. Service Cloud plays an integral role in providing visibility into the MDU subscriber experience to troubleshoot and resolve issues with immediacy and easily identify the status of connected devices, simplifying the work of support teams.

  5. Simplifying support for 160+ third-party gateways. With Service Cloud, BSPs can easily migrate and manage over 160 TR-069 certified third-party gateways. Thanks to this growing interoperability, BSPs can dramatically improve operational efficiency, accelerate time to market, and enhance the subscriber experience.


With each new capability and enhancement, we reinforce our commitment to helping you achieve service excellence and deliver exceptional subscriber experiences.
 

Learn how Service Cloud can help you advance on the service and support continuum. Schedule a demo today.

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