Overview
Deliver exceptional subscriber experiences
Service Cloud simplifies support operations with integration to the new Calix Field Service App, one of three data-driven residential Wi-Fi installation options enabling you to leverage the power of the Calix Platform and delight subscribers from the first touchpoint.
- Proactive support
- Automated insights
- Managed services support
- Broadband assurance
- Field insights and service
With skyrocketing subscriber expectations and increasing network complexity, your support team needs end-to-end visibility into the subscriber experience to proactively solve issues with speed. Explore how Calix can provide actionable insights to anticipate subscriber needs and increase satisfaction.
With the right systems and tools in place, you can take advantage of 30+ automated diagnostics and recommendations to simplify the complexities of troubleshooting and improve both operational efficiency and OPEX.
Long gone are the days when a BSP could win simply by offering the fastest speeds. Today subscribers demand more personalized services with support to match. With Service Cloud, support teams of any size can take on managed services with ease and efficiency.
Assuring the broadband experience gets complex, fast. Support teams need the flexibility to quickly validate the service experience with multi-gig speed and latency testing, automated subscriber diagnostics and network alerts—all integrated for speed to resolution.
With a Calix Cloud integrated mobile app, field techs can leverage real-time insights across subscribers, systems, and services along with guided workflows to deliver service excellence for Calix system installations ensuring the best possible experience for SmartLife managed services.
Customer Product of the Year
TMC recognized Calix Service Cloud with the 2024 Product of the Year Award, highlighting products that enable their clients to meet and exceed customers’ expectations for service quality, timeliness, and effectiveness.
BMMA Best in Class Award
BMMA honors Calix Service Cloud with the 2024 Call Center Award, recognizing innovation and excellence related to customer experience and telco sales.
CODiE Award for Best Customer Service Solution
Calix Service Cloud won the Software and Information Industry Association (SIIA) CODiE Award for Best Customer Service Solution as the best tool, platform, or service that helps businesses enhance their customer service and support.
Power up your field service with the Calix Field Service App, one of three residential Wi-Fi installation options that leverages the power of the Calix Platform to simplify operations and ensure installations are done right the first time.
Enable your support team to immediately act on ONT-level issues such as network outages or system health.
Offer managed services using one, pre-integrated support solution across all services to scale with ease and efficiency.
Streamline workflows—from FCC testing requirements to call outcome tracking—with automation capabilities.
Discover proactive opportunities to increase customer satisfaction with subscriber Quality of Experience (QoE) Scores for actionable insights.
Anticipate subscriber needs with unprecedented visibility into the subscriber experience across the WAN, Wi-Fi, 100+ CPE devices, and apps.
Accelerate troubleshooting with real-time access to the end-to-end subscriber experience.
- Smart search
- Snapshot of issues
- Severity of issues and recommended actions
- Call outcome logging
- Subscriber Quality of Experience Score
Empower your CSRs and Tier 1 with ONT level visibility and alerts to improve first call resolution, meantime-to-repair, and average handling time.*
*Operations Cloud required
Remotely manage and troubleshoot SmartLife managed services.
- View service and account status
- Optimize settings
- Troubleshoot experience
Power up field teams with the Calix Field Service App, a mobile operations center to:
- Optimize field service for subscribers and small business owners by leveraging real-time cloud insights across subscribers, systems, and services to validate the service experience and increase satisfaction
- Empower remote support and operations teams with field service certificates that provide detailed summaries of the onsite work
- Deliver consistent, high-quality installations and repairs with guided workflows to simplify support operations and improve OPEX
Calix Speed and Performance Insights
To speed troubleshooting and validate the service experience, BSPs can leverage Calix Speed and Performance Insights—a platform integrated solution that simplifies support operations and gives BSPs flexible speed and latency testing options. BSPs can easily deploy speed testing for up to 10Gbps-capable systems, which includes TR-143 as a standard, to cover any market size and location as well as open access networks. Speed and latency testing can be easily performed using Calix Service Cloud as well as CommandIQ® and CommandWorx, mobile apps from Calix.
Expanded capabilities include:
- On-demand optical network terminal (ONT) broadband service testing enabling support and network operations teams to validate network performance, including use cases for open access networks
- Ability to add multiple servers for geo diversity helping to mitigate latency during testing, increase accuracy, and validate service performance
- Branding capability for the web-based graphical user interface (GUI) of the multi-gig speed and latency testing option (for up to 10Gbps-capable systems) enabling BSPs to brand their instance of the web-based GUI and promote their brand to subscribers who use the webpage for speed and latency testing
Delight subcribers and small business owners with flexible installation options
Personalize the service experience from the first touchpoint of installation. Discover flexible installation options, including the Calix Field Service App with cloud integrated insights across subscribers, systems, and services to validate the service experience right on the spot.
Success Support
Take your customer support to the next level with comprehensive offerings that meet the technical, operational, and staffing needs of today's service providers.
Success Education
Meet the diverse training needs of your employees with flexible education solutions for deploying, configuring, maintaining and growing broadband networks.
Success Guidance
Value-added resources and expert guidance to achieve and exceed objectives, accelerate time-to-value, and obtain maximum return on Calix Cloud, premises, and access investments.
Engagement Cloud
Make every interaction with residential and business subscribers count with insights that enable you to deliver experiences they want while growing your business and brand value.
Operations Cloud
Transform broadband operations into a subscriber experience differentiator with insights, predictive analytics, and automation.
Broadband Academy
Learn what it takes to build and manage broadband services through Broadband Academy's five stages of building a successful broadband business.