Latest Calix Cloud innovation built to radically improve service provider customer support economics and experience through breakthrough diagnostics and automated issue resolution
Calix Support Cloud was architected specifically for service provider customer support teams, providing a holistic view of their subscriber’s home network and services in one dashboard. With Support Cloud, gone are the days in which CSRs relied on the subscriber to help troubleshoot service issues. Instead, it harnesses the power of data and analytics to enable the software to investigate, correlate, and find the root cause, freeing up the CSR to focus on the relationship with the subscriber. The result is significantly improved support center metrics such as shorter average call handling time, increased first call resolution (FCR), reduced truck rolls, and higher overall subscriber satisfaction.
Calix Support Cloud features a variety of ground-breaking capabilities that transform customer support economics and experience including:
- SmartCheck – By proactively scanning subscribers’ home networks, CSRs quickly identify any issues with home gateways, Wi-Fi connected devices, determine the health of the entire in-home Wi-Fi network, and perform an immediate visual root-cause analysis.
- Recommendations engine – The intelligent network data and analytics provided in Support Cloud dashboards give CSRs a faster path to resolve issues, including many immediate fixes to problems that commonly plague the subscriber experience like “Slow Internet.”
- Remote support and visibility – With an unmatched ability to see into the subscriber’s Wi-Fi network, troubleshoot from afar, and proactively make changes, Support Cloud makes CSRs more efficient, driving significant operational savings through elimination of costly truck rolls and mitigation of premises equipment swaps.
A video introducing the features and capabilities of the Calix Support Cloud service can be seen here: https://calix.wistia.com/medias/g0g75sjmyv.
Service providers interested in a live demonstration of this new vision for connected home support and experience management can schedule their Calix Support Cloud experience here: https://go.pardot.com/l/2172/2017-05-16/3bkgyl.
Calix, Inc. (NYSE: CALX) pioneered Software Defined Access and cloud products focused on access networks and the subscriber. Its portfolio of Intelligent Access systems and software combines AXOS, the revolutionary platform for access, with Calix Cloud, innovative cloud products for network data analytics and subscriber experience assurance. Together, they enable communications service providers to transform their businesses and be the winning service providers of tomorrow. For more information, visit the Calix website at www.calix.com.