Latest Enhancements To Calix Support Cloud Ready Broadband Teams To Join Trailblazers Like Dobson Fiber in Achieving Industry-Leading Benchmarks Such As a 60 Percent Reduction in Truck Rolls

Rhea-AI Summary

Calix, Inc. (NYSE: CALX) has introduced enhancements to its Support Cloud and CommandIQ® mobile app, boosting management capabilities for broadband service provider (BSP) support teams. These upgrades enable customer service representatives (CSRs) to access detailed subscriber network settings, optimize SSID management, and improve Wi-Fi performance analysis. As a result, BSPs can achieve a 74% first call resolution rate and a 26% reduction in truck rolls. The enhancements position Calix as a leader in improving operational efficiency for BSPs, fostering better subscriber experiences through proactive support.

Positive

• Introduced enhancements to Support Cloud and CommandIQ applications.
• Improved visibility into subscriber network settings for CSRs.
• Enabled SSID pool management for optimized home networks.
• Achieved 74% first call resolution rates.
• Realized 26% reduction in truck rolls.

Negative

• None.

Calix, Inc. (NYSE: CALX) today announced product and service enhancements to Calix Support Cloud and the CommandIQ® mobile app that significantly upgrade management capabilities for broadband service provider (BSP) support teams. Customer service representatives (CSRs) now have unprecedented visibility into subscribers’ network and device prioritization settings in My Priorities within ExperienceIQ™, an EDGE Suites application available within CommandIQ. Thanks to the tight integration of CommandIQ and Calix Support Cloud, CSRs can also help subscribers utilize the new SSID pool management capabilities that enable them to establish multiple, simultaneous networks in their homes. These capabilities allow support teams to better understand how subscribers are using self-service features in CommandIQ to navigate and customize their connected homes. When combined with the analytics and automation built into Calix Support Cloud, these new capabilities help CSRs quickly identify and address subscriber needs. The end result is fewer inbound calls and truck rolls.

By combining Calix Support Cloud with the newly launched GigaSpire® BLAST u6x, BSPs now have the ultimate combination to drive operational simplicity and efficiency. Armed with Calix Support Cloud and the world’s first universal, carrier-class premises system, it is easier than ever for BSPs to achieve results such as 74 percent first call resolution rates and 26 percent reduction in truck rolls. The latest enhancements in Calix Support Cloud and CommandIQ bring better visibility and insights into:

• Home Network Settings: CSRs now have direct visibility into subscriber settings in My Priorities in ExperienceIQ. This feature of CommandIQ enables CSRs to easily work with subscribers to view or change their device or application prioritization settings.
• SSID Pool Management: CSRs can help subscribers optimize their home network experience by guiding them in setting up SSIDs for work-from-home or custom wireless networks that are isolated from their primary and guest networks.
• Wi-Fi Performance: A new Wi-Fi performance dashboard simplifies the process for CSRs to identify and resolve common issues such as signal strength, interference, and channel utilization to reduce inbound calls.

Customer support teams can now access all subscriber insights and view subscriber data in aggregate via the comprehensive dashboard in Calix Support Cloud, enabling them to automate processes and introduce other operational efficiencies to ensure their teams are running at maximum efficiency. To ensure that BSPs leverage all of these capabilities, Calix has enhanced the Premier Customer Success Services offering. The Calix Success team can help customers perform comprehensive analysis of domains such as help desk and ticketing systems operations. As customer success managers help customers uncover and address opportunities for improvement, they will help reduce trouble reports, simplify workflows, and improve first call resolution.

“Visibility is critical to helping our subscribers manage their home networks remotely—a capability that is paramount given the cost and time required to roll trucks across our large service area,” said Ron Wilson, director, network operations center for Oklahoma-based Dobson Fiber. “A single truck roll across some parts of our coverage area can easily take half a day and cost us upwards of $200. Not only has Calix Support Cloud delivered insights that have cut our truck rolls by 60 percent, but the solution has also come with the Customer Success Services team, which was instrumental in achieving that reduction and helping us build the foundation of an unmatched subscriber experience. Calix consistently improves its products, and we look forward to unleashing these new insights of this latest Calix Support Cloud release to make our team run even more efficiently.”

The BSP support function is critical to creating and maintaining loyal subscribers. These Calix Support Cloud enhancements enable CSRs to anticipate support issues and address them proactively before they cause network outages.

“The 21.2 quarterly product release cycle includes numerous enhancements for customer support teams, and they all focus on maximizing the efficiency with which teams help subscribers stay connected,” said Martha Galley, senior vice president, customer engagement and services for Calix. “The new device-level visibility into subscriber networks enables support personnel to anticipate subscriber needs before they even surface and proactively address them, reducing or dramatically shortening support calls—if not outright eliminating them in some cases. With a single pane of glass view, support team leaders can analyze network data and build workflows that are tailored to address the specific needs of their subscribers, while enabling them to self-manage their home networks as much as possible. This makes the CSR-subscriber relationship much more of a partnership than the help desk dynamic that is typical. Keeping subscribers off the phones enables CSRs to focus on proactively elevating the subscriber experience. Not only does a more efficient support team translate to happier subscribers, but it also delivers operational efficiency improvements and exceptional business value for service providers.”

Learn more about Calix solutions and services for customer support teams, and view our recent webinar, “The Data Driven Approach To Transforming Your Customer Support.”

About Calix

Calix, Inc. (NYSE: CALX) – Calix cloud and software platforms enable service providers of all types and sizes to innovate and transform. Our customers utilize the real-time data and insights from Calix platforms to simplify their businesses and deliver experiences that excite their subscribers. The resulting growth in subscriber acquisition, loyalty, and revenue creates more value for their businesses and communities. This is the Calix mission; to enable broadband service providers of all sizes to simplify, excite, and grow.

This press release may contain forward-looking statements that are based upon management's current expectations and are inherently uncertain. Forward-looking statements are based upon information available to us as of the date of this release, and we assume no obligation to revise or update any such forward-looking statement to reflect any event or circumstance after the date of this release, except as required by law. Actual results and the timing of events could differ materially from current expectations based on risks and uncertainties affecting Calix’s business. The reader is cautioned not to rely on the forward-looking statements contained in this press release. Additional information on potential factors that could affect Calix's results and other risks and uncertainties are detailed in its quarterly reports on Form 10-Q and Annual Report on Form 10-K filed with the SEC and available at www.sec.gov.

View source version on businesswire.com: https://www.businesswire.com/news/home/20210512005265/en/

FAQ

What enhancements did Calix launch on May 12, 2021?

Calix launched product enhancements for its Support Cloud and CommandIQ mobile app, focusing on improving management capabilities for broadband service providers.

How do the new features in Calix Support Cloud affect customer service?

The new features allow customer service representatives to better manage subscriber networks, leading to improved operational efficiency and reduced support calls.

What are the key metrics resulting from Calix's enhancements?

Calix's enhancements helped achieve a 74% first call resolution rate and a 26% reduction in truck rolls for broadband service providers.

What is the significance of the SSID pool management feature?

The SSID pool management feature allows subscribers to set up multiple networks, optimizing their home network experience.

How does Calix Support Cloud help reduce costs for broadband service providers?

By improving visibility and efficiency in customer support, Calix Support Cloud helps reduce the number of truck rolls, saving operational costs.