Calix Support Cloud enhancements will help broadband providers arm their customer support teams to increase revenue by up to 25% by ensuring exceptional subscriber experiences for new managed services, including Bark and Servify Care
New activation information in Calix Support Cloud provides dedicated Tier 1 troubleshooting tools and information, to help broadband support teams of all sizes quickly and easily deliver unparalleled customer support for differentiated managed services for Calix Revenue EDGE
SAN JOSE, CA, August 11, 2022–(BUSINESS WIRE)–Calix, Inc. (NYSE:CALX) today announced that Calix Support Cloud (Support Cloud) now offers even more ways for broadband service providers (BSPs) to launch and easily support differentiated managed services for the Calix Revenue EDGE™. Across the continent, BSPs of all sizes are transforming their value propositions and increasing their revenues by embracing Calix’s growing portfolio of managed services. As a result, they provide more value to their communities and retain more followers. Support Cloud is an essential component of these managed services as it allows BSP support teams to quickly access information to identify and resolve potential issues for their subscribers. This information, combined with guidance from the award-winning Calix Customer Success Services (Customer Success) team, enables broadband support teams to proactively contribute to business growth. This week, Calix launched two new managed services for Revenue EDGE: AI-powered social media monitoring (Bark) and comprehensive device protection (Servify Care™). These new managed services help BSPs drive growth, delight subscribers, and drive Net Promoter Scores (NPS) of 50, 60, and even 90.
Broadband providers are launching Revenue EDGE managed services on top of their Wi-Fi offerings in weeks instead of months with the help of Support Cloud and Customer Success. Ontario & Trumansburg Telephone Companies (OTTC) reported 25% annual revenue growth after launching two Revenue EDGE managed services. Last year, OTTC launched ProtectIQ® home network security and experienceIQ® advanced parental controls to its upstate New York subscribers. The BSP leveraged end-to-end visibility in Support Cloud combined with guidance from Premier Customer Success Services to prepare their support team for launch. This winning combination has led the century-old BSP to successfully expand into the competitive fiber markets near Rochester and Buffalo by delivering differentiated value.
Calix helps BSPs maintain the same level of world-class subscriber support every time they introduce a new managed service. Now, Calix allows a BSP of any size to:
Plan, launch and support new managed services with the help of Calix Services. Award-winning solutions Customer Success and Calix Support have launched two new offerings to help BSPs introduce new services such as Bark and Servify Care. Calix Smart Start for Managed Services and Calix Support for Managed Services help BSPs seamlessly plan, launch and support new managed services. Both provide comprehensive new service introduction guidance, data-driven go-to-market planning, and cross-functional and team BSP readiness.
Manage new services with more visibility into the subscriber experience using Support Cloud. Support Cloud gives Customer Support Representatives (CSRs) new ways to contribute to the successful launch of their company’s Revenue EDGE Managed Services. Support teams of any size can gain visibility into account activation status and subscription details for Tier 1 troubleshooting of managed services such as Bark and Servify Care.
Provide self-service support and reach more audiences with Calix CommandIQ®. For more comfort, the customizable Calix CommandIQ The mobile app allows easy access to managed services support. Expanded functionality and an updated user interface provide subscribers with more self-service options, reducing the number of help desk calls. For example, subscribers can easily view and track their Servify Care claims. Also, orderIQ and Support Cloud now offer support in German, allowing CSRs to help a wider audience of subscribers.
“The valuable guidance from Calix Premier Customer Success, coupled with the visibility of Support Cloud, has been instrumental in the rapid transformation of the business and the year-over-year revenue growth of OTTC,” said Paul Griswold, Vice President Senior Global Marketing and New York General Manager at OTTC, Upstate Fiber Networks and GoNetspeed. “Customer Success has worked closely with our entire organization to increase efficiency and support the deployment of ProtectIQ and experienceIQ. The innovative Revenue EDGE platform has been essential to our expansion by facilitating the introduction of new services that meet unique market needs. We look forward to seeing where Calix’s continued innovation takes our business next.”
In an industry notorious for low subscriber satisfaction, Calix partner BSPs achieve higher NPS scores for a reason. Support Cloud provides CSRs with enhanced end-to-end visibility into the subscriber experience of managed services through extensive wide area network (WAN) and optical network endpoint (ONT) status information. This allows them to efficiently access critical subscriber experience data to proactively identify and resolve issues faster, allowing BSPs to continue to deliver world-class support as they grow their businesses.
“With expert guidance from the award-winning Calix Customer Success team, unique in the industry, broadband providers of all sizes can quickly launch a host of differentiating, value-added services on top of their managed Wi-Fi offerings,” said said Martha Galley, executive vice president of customer engagement and services at Calix. “As BSPs grow their businesses and include compelling managed services like social media monitoring and comprehensive device protection, Premier Customer Success and end-to-end visibility in Support Cloud gives them everything they need to align their entire organization for an extraordinary subscriber experience. From preparing for launch to supporting and troubleshooting technical issues, we work with BSP support teams to create easy-to-follow plans to ensure launch successful and continued operation of new managed services that delight their subscribers and ultimately help generate new revenue streams.
Learn how Support Cloud and Customer Success Services empower support teams to proactively contribute to business success and increased subscriber satisfaction.
Calix, Inc. (NYSE: CALX): Calix cloud and software platforms enable service providers of all types and sizes to innovate and transform. Our customers use real-time data and insights from Calix platforms to simplify their businesses and deliver experiences that inspire their subscribers. The resulting growth in subscriber acquisition, loyalty, and revenue creates more value for their businesses and communities. That’s Calix’s mission: to enable broadband service providers of all sizes to simplify, excite and grow.
This press release contains forward-looking statements based on management’s current expectations and which are inherently uncertain. Forward-looking statements are based on information available to us as of the date of this release, and we undertake no obligation to revise or update these forward-looking statements to reflect any event or circumstance after the date of this release, unless necessary. by the law. Actual results and the timing of events could differ materially from current expectations depending on the risks and uncertainties affecting Calix’s business. Readers are cautioned not to rely on any forward-looking statements contained in this press release. Additional information about potential factors that could affect Calix’s results and other risks and uncertainties is 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.
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