Calix Support Cloud features QoE score
Industry Announcements, , 5/11/2022
SAN JOSE, Calif. – Calix, Inc. (NYSE: CALX) today announced Calix Support Cloud (Support Cloud) now features a Subscriber Quality of Experience (QoE) Score that combines powerful seven-day historical data with unprecedented end-to-end subscriber network visibility. Broadband service providers (BSPs) using Support Cloud reduce call times by up to 80 percent. Customer support representatives (CSRs) at BSPs that also leverage the new Subscriber QoE Score will expect to see call-handle times further reduced by another 27 percent. The award-winning Support Cloud is the only customer support solution that gives BSPs insights backed by data from both the home (Wi-Fi) and access (fiber) networks. Consolidated WAN (wide area network) health insights, available for the first time, will significantly increase efficiency for CSRs, helping them to quickly identify the root cause of issues that can be complex to solve. To reduce support calls, CSRs can now benefit from increased visibility into the subscriber mobile experience in the CommandIQ app. Support Cloud is integrated with CommandIQ and advanced network security application ProtectIQ to provide CSRs with complete visibility to make troubleshooting easier.
The expanded historical data in Support Cloud will dramatically simplify the resolution of subscriber issues for support teams. In combination with the latest updates to CommandIQ and ProtectIQ,BSPs can:
Forked Deer Connect, LLC. delivers fast, reliable broadband services to communities in rural western Tennessee that were previously unserved. It was the first to deliver broadband services to the area, making a multigenerational impact on its communities. Today it continues to bring 24/7 white glove customer service to its subscribers with the help of Support Cloud, which also improves CSR job satisfaction and helps them maintain an exceptionally low employee churn rate.
All BSPs using Support Cloud have access to Calix Customer Success Services, recently awarded a Gold Stevie for Customer Service Team of the Year from the American Business Awards. Broadband provider support teams can choose to self-serve through Success for All or add on Premier Success Services to receive personalized counsel from a customer success manager (CSM). Both programs are designed to ensure that BSPs get the most out of their Support Cloud investment with additional onboarding and guidance designed to help them reach their business objectives faster. With Customer Success Services, support teams of any size can increase efficiency to improve the subscriber experience and reduce employee churn.
Read the full press release here.
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Wednesday, September 14, 2022
1:00 p.m. New York / 6:00 p.m. London
When your broadband business adds new services and connected devices, do they also add complexity, slowing customer support teams as they navigate multiple data sources to uncover connectivity issues? We’ve worked with hundreds of support teams to help them implement a subscriber experience management platform that gives greater visibility into subscriber issues. They can proactively troubleshoot amid complexity—improving the subscriber experience and raising customer satisfaction ratings like Net Promoter Scores.
Join this webinar with experts from Calix and global research leader Omdia who will share exclusive research about how you can:
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