Customer care KPI tracking and role-based access control further enhance a cloud platform already reducing support calls by 24 percent and increasing marketing efficiency by 26 percent
SAN JOSE, CA – May 21, 2019 – Calix, Inc. (NYSE: CALX) today announced enhancements to the Calix Cloud platform that increase communications service providers’ (CSPs) ability to access critical insights to improve performance and differentiate the subscriber experience. Calix Support Cloud (CSC), which is already helping CSPs to reduce truck rolls by an impressive 30 percent, has added customer care KPI tracking to further improve support center operations. CSC has also upgraded support for CAF Performance Testing, allowing CSPs to run their own Ookla test servers. In addition to improving its Churn Prediction machine learning algorithm, helping one innovative CSP realize a 23 percent growth in revenue, Calix Marketing Cloud (CMC) has added role-based access control to ensure the right teams are tapping into the insights they need to capture even more opportunity. Finally, Calix Customer Success Services and Education Services have been updated to support these enhancements.
This latest release of Calix Cloud includes the following exciting updates:
For CSC, the new Customer Care KPI tracking system delivers the built-in ability to log call outcomes. It provides increased intelligence while eliminating the need for an expensive ticketing system. This dramatically improves the tracking and analysis of support center operations, all without having to correlate information from different systems and spreadsheets. The new functionality is yet another enhancement in a long list of innovations, including last year’s well received launch of CSC’s Network Self-Heal. This capability enables CSPs to proactively identify subscriber needs and automatically address Wi-Fi network performance issues before they turn into trouble tickets.
“As Pioneer constantly works to improve our customers’ in-home experience with our broadband and Wi-Fi services, it is critical that our support teams have the best tools available,” said Randy Mowdy, division manager of Internet/DTV/Telco customer care and dispatch, assignment, repair and test for Oklahoma-based Pioneer Telephone Cooperative. “With this new Calix Support Cloud Call Outcome feature, we will be able to track critical KPIs that are pertinent to our customers’ experience. The KPI detail level at which we will be able to track is more robust than systems we have used in the past, and the reporting feature is also something we look forward to using.”
The CMC upgrades are critical to CSPs who need to deliver insights to internal and external teams strategically – especially as platform algorithms like Churn Prediction continue to improve and produce more refined and actionable insights. The addition of role-based access control enables CSPs to set parameters and select which teams receive which data.
To accelerate the time-to-value for all Calix Cloud deployments, Calix Customer Success Services ensures service providers are getting the most out of their Cloud investments by proactively partnering to define success goals and continuously align people, processes and systems to meet them. In addition, Calix Education Services has updated both the CMC and CSC courses, and has included those in new foundational learning paths that come with proficiency testing and achievement badging targeted towards marketing and support services teams.
“Customer care organizations of all sizes need to effectively track and assess KPIs, but historically it has meant expensive systems or tedious worksheets,” said Shane Eleniak, SVP of platforms for Calix. “Calix has listened closely to our customer needs and this is just one example of how we are finding ways to continuously augment our Cloud solution capabilities. These upgrades ensure that our customers receive the actionable insights they need to delight their subscribers and keep their businesses running at maximum efficiency.”
For more information on Calix Cloud capabilities, view the “Improving Customer Satisfaction Through Analytics” webinar, and register here for our upcoming June 26 Subscriber Experience Spotlight webinar.
Calix, Inc. (NYSE: CALX) – Innovative communications service providers rely on Calix platforms to help them master and monetize the complex infrastructure between their subscribers and the cloud. Calix is the leading global provider of the cloud and software platforms, systems, and services required to deliver the unified access network and smart premises of tomorrow. Our platforms and services help our customers build next generation networks by embracing a DevOps operating model, optimize the subscriber experience by leveraging big data analytics and turn the complexity of the smart home and business into new revenue streams.
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.