Service Cloud

Simplify support and improve operational efficiency to deliver an exceptional subscriber experience with service excellence

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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.

Product details

Empower your customer support team with real-time intelligence

Proactive support
Automated insights
Managed services support
Broadband assurance
Field insights and service

Proactive support

Proactively identify and resolve issues

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.

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Automated insights

Automate diagnostics and recommendations

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.

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Operations manager with computer and monitors

Managed services support

Enable support for managed services at scale

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.

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Broadband assurance

Assure the broadband experience

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.

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Field insights and service

Field teams need to ensure installations are done right the first time

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.

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Awards and recognition

Industry awards and recognition

2025 Most Innovative Use of Data in the Cloud

Calix Cloud, of which Service Cloud is part, has been recognized by the Cloud Awards as the Most Innovative Use of Data in the Cloud.

Customer Product of the Year

TMC recognized Calix Service Cloud with the 2025 Product of the Year Award, highlighting products that empower businesses to exceed customer expectations, delivering exceptional experiences and measurable results.

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.

Benefits and features

Improve your support operations and costs

Installation simplification

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.

Visibility and alerts

Enable your support team to immediately act on ONT-level issues such as network outages or system health.

Managed services support

Offer managed services using one, pre-integrated support solution across all services to scale with ease and efficiency.

Workflow simplification

Streamline workflows—from FCC testing requirements to call outcome tracking—with automation capabilities.

Integrated analytics

Discover proactive opportunities to increase customer satisfaction with subscriber Quality of Experience (QoE) Scores for actionable insights.

Intuitive user experience

Anticipate subscriber needs with unprecedented visibility into the subscriber experience across the WAN, Wi-Fi, 100+ CPE devices, and apps.

Technical specifications

Service Cloud

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

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

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Calix service cloud Field service app application interface

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

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News and insights

Leverage cloud integrated installation and support to deliver service excellence

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.

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