Customer Support Teams Can Now Access Relevant Operational Insights in Calix Cloud With One Click To Drive Faster Issue Resolution
15 Novembre 2023 - 2:25PM
Business Wire
With the launch of Calix Service Cloud for the
Calix broadband platform, customer service representatives can
proactively identify and solve subscriber issues faster thanks to
real-time access to ONT and network issues with just one click,
enabling broadband providers to align customer support and
operations teams and deliver a subscriber experience that
differentiates them from any competition
Calix, Inc. (NYSE: CALX) announced revolutionary advancements
for data sharing between customer support and broadband operations
teams. The latest evolution of Calix Service Cloud (formerly
Support Cloud) and Calix Operations Cloud—integral components of
Calix Cloud® on the Calix broadband platform—enable customer
service representatives (CSRs) to proactively identify and solve
subscriber issues faster. These updates give customer support teams
streamlined and comprehensive visibility into subscriber impacts
and network insights once available only to operations teams.
Enhanced customer support sets rural and regional broadband service
providers (BSPs) apart from legacy Tier 1 competitors struggling
with data fragmentation.
The latest advancements for Service Cloud and Operations Cloud
enable CSRs to seamlessly navigate between the two interfaces on a
single dashboard, accessing both customer support and operations
insights to quickly dig more deeply into individual subscriber
issues. This level of service and support directly contributes to
higher rates of subscriber satisfaction, promotes subscriber
loyalty, and boosts Net Promoter Scores℠ (NPS®).
Increasingly, BSPs serving rural, regional communities are
transforming their business models by embracing managed services
that enable them to deliver differentiated value to their
communities. Integrated managed services on the Calix platform
create an opportunity for BSPs to expand to serve new
markets—business, government, education—in addition to residential.
As the role of the local BSP evolves and expands, CSRs need the
insights that enable them to be brand ambassadors who can
seamlessly solve problems and uphold brand value.
Calix is meeting this need for CSRs. The power of Operations
Cloud is its amazing ability to deliver real-time network insights.
These insights are immediately shared and available within a
simple, streamlined, easy-to-use dashboard in Service Cloud.
Customer support teams with Service Cloud can also access alerts
and notification options for easy collaboration between business
functions. Real-time subscriber insights give CSRs a clear view of
current or potential issues so they can take proactive steps to
troubleshoot.
Support teams leveraging the Calix platform can deliver a
superior subscriber experience as they continue to differentiate
their offerings with managed services thanks to new capabilities
such as:
- Improved visibility at the ONT level and simplified
real-time insights for quicker resolutions. Service Cloud
provides CSRs with unprecedented information, enabling them to
solve service problems and specific subscriber issues without
escalating to the operations team. Automated SMS alerts offer
greater visibility into network health and status for both
operations and support teams—enabling them to act quickly, share
information, and solve problems faster.
- Subscriber self-service and more ways to drive mobile app
adoption. Self-service support options in the customizable
CommandIQ® mobile app give subscribers more control over
their home experience. Plus, new email functionality in Service
Cloud enables CSRs to send subscribers a mobile app download link,
making it easy to set up and personalize their app.
- Intuitive dashboards provide one-click access to subscriber
impacts and service disruptions. New updates to the Operations
Cloud dashboard allow teams to act quickly on potential
service-impacting issues. With real-time visibility of active
alarms, service disruption alerts, and subscriber impacts, BSP
teams can streamline time to resolution during an outage.
“Sharing data between operations and customer support teams
represents a significant leap forward for us,” said Matt Fennell,
manager of fiber services at Tombigbee Fiber. “With these
capabilities, we’re able to enter a new era of support by
developing CSRs who are exceptionally well informed about the
intricacies of our network. Operations Cloud has helped reduce our
mean time to repair from six hours to 1.5 hours with increased
network visibility and alarm functions; and, together with Service
Cloud, our truck rolls have decreased with better insight into ONT
health and home network visibility. This enhanced knowledge base,
readily accessible at the fingertips of our team, will turn our
customer support staff into star performers who wow subscribers
with expert knowledge and proactive solutions. Plus, it will
greatly enhance the overall subscriber experience and keep our NPS
high. Our company has evolved as the Calix platform has evolved,
and we’re eager to witness how Calix’s new innovations will reshape
our business in the upcoming year.”
“Putting subscribers at the center of everything you do is
critical, and today Calix is delivering another opportunity for
customer support teams to be truly proactive in their subscriber
experience approach,” said John Durocher, chief customer officer at
Calix. “Customer service is a major differentiator within our
customers’ managed service offerings. The BSPs we work with are
elevating the role of the CSR within their organizations by
enabling them to quickly resolve issues so they can operate at peak
efficiency and deliver maximum productivity for their businesses.
Empowering CSRs with the insights, analytics, and tools they need
to be highly successful is crucial to boost subscriber satisfaction
and NPS. That is what the combined intelligence of Operations Cloud
and Service Cloud delivers to those on the front lines of customer
experience.”
Learn more about the competitive advantages of using Service
Cloud and Operations Cloud by watching the webinar, “Breaking Bad
(Silos): How Teams Can Work Together To Make Subscriber
Satisfaction Their Competitive Advantage.”
About Calix
Calix, Inc. (NYSE: CALX)—Broadband service providers of all
sizes leverage the Calix platform and teams to simplify their
business and excite their subscribers to grow the value of their
business and for their communities for generations. The
democratizing power of the platform and portfolio of managed
services enables them to operate efficiently, acquire subscribers,
and deliver exceptional experiences. Calix is dedicated to driving
continuous improvement in partnership with our growing ecosystem to
support the transformation of our customers and their
communities.
This press release contains 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.
Calix and the Calix logo are trademarks or registered trademarks
of Calix and/or its affiliates in the U.S. and other countries. A
listing of Calix’s trademarks can be found at
https://www.calix.com/pages/trademarks.html. Third-party trademarks
mentioned are the property of their respective owners.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons
are registered trademarks of Bain & Company, Inc., Satmetrix
Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net
Promoter System℠ are service marks of Bain & Company, Inc.,
Satmetrix Systems, Inc., and Fred Reichheld.
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version on businesswire.com: https://www.businesswire.com/news/home/20231115985047/en/
Press Inquiries: Zach Burger 669-369-1991
zach.burger@calix.com
Investor Inquiries: Jim Fanucchi
investorrelations@calix.com
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