Overview
Your mobile operations center for field service
Level up your field team with the Calix Field Service App, a Calix Cloud integrated mobile app. Field technicians can validate the service experience to increase satisfaction and resolve any issues on the spot to deliver service excellence for residential subscribers, small business owners, and MDU tenants.
- Onsite installation and repairs
- Calix Cloud integration
- Comprehensive speed testing
- Wi-Fi analyzer
- Field certificate
Differentiate from the competition by providing an exceptional experience for residential subscribers, business owners, and MDU tenants that starts at installation. With just a few steps, field technicians can ensure installations are done right the first time, validate the service experience, recommend new services, and resolve any issues before leaving.
Field techs can easily connect to Calix Cloud and gain end-to-end visibility across subscribers, systems, and services. These actionable, data-driven insights help simplify troubleshooting and enable white glove treatment. Subscriber insights also equip technicians to offer recommendations that personalize and enhance the experience, such as additional SmartHome and SmartBiz managed services or mesh units.
Field techs can easily validate the service experience with speed and latency tests to the GigaSpire System (residential gateway) and/or to the ONT* to verify the quality of the fiber connection. Additional speed tests (up to 10 Gbps**) throughout the residence allow field techs to identify weak areas, optimize device placement inside and outside the home, and if needed, recommend additional mesh units to ensure an optimal experience.
*Requires Calix Operations Cloud
**Requires Calix Speed & Performance Insights multi-gig service
With insights similar to those in Service Cloud, the Wi-Fi analyzer helps field teams review service quality and troubleshoot connectivity issues. Powerful capabilities enable teams to pinpoint and solve problems proactively—reducing escalations and costly follow-up truck rolls.
These include:
- Topology that provides a network visualization, allowing techs to drill down to each device
- The quality of experience (QoE) score that measures the subscriber’s experience and helps field teams identify and resolve issues quickly
- Speed and latency test results, bandwidth utilization, WAN status, and configuration
- Insights into the wireless gateway and any associated mesh units
- Site scans that provide detailed information on radio frequencies and channels to identify potential congestion or interference
The Field Service App provides a detailed summary of the onsite visit, documenting every aspect of the installation, repair, or upgrade. This timestamped summary—the field certificate—is captured as a PDF, uploaded to Service Cloud, and can be emailed to the field tech and other recipients. This information gives support and operations teams an important reference point and comparison to speed future troubleshooting and improve quality.
Real-time insights across subscribers, systems, and services enable field teams to personalize the service experience and streamline processes, boosting satisfaction and productivity.
Task workflows, which can be guided or ad hoc for flexibility, make it easy for field teams to deliver service excellence with every installation, repair, and upgrade.
With white glove service, BSPs improve the subscriber experience, increasing both satisfaction (reflected in higher CSAT) and loyalty (as measured by higher Net Promoter ScoreSM).
By validating and documenting the entire onsite visit as captured in the field certificate, BSPs can reduce errors and provide support and operations teams the foundation to speed up troubleshooting and resolution of problems in the future.
By raising the bar on installation and repair quality, BSPs can reduce return visits and unnecessary truck rolls and lower OPEX.
Empower your frontline employees with the tools needed to be more productive, increase quality, and deliver service excellence with every interaction.
Service Cloud
Simplify support and improve operational efficiency to deliver an exceptional subscriber experience with service excellence.
Operations Cloud
Transform broadband operations into a subscriber experience differentiator with insights, predictive analytics, and automation.
SmartHome
Give your subscribers the tools to enhance, operate and secure their connected lifestyle through a growing portfolio of SmartHome managed services.
SmartBiz
SmartBiz meets the needs of the small business with an all-in-one managed service that increases staff productivity, secures critical business systems, and drives customer loyalty.
SmartMDU
SmartMDU is a purpose-built managed service for any broadband service provider to service multi-dwelling units, both inside and outside their current footprint.