Latest Enhancements To Calix Support Cloud Ready Broadband Teams To Join Trailblazers Like Dobson Fiber in Achieving Industry-Leading Benchmarks Such As a 60 Percent Reduction in Truck Rolls - Seite 2

“Visibility is critical to helping our subscribers manage their home networks remotely—a capability that is paramount given the cost and time required to roll trucks across our large service area,” said Ron Wilson, director, network operations center for Oklahoma-based Dobson Fiber. “A single truck roll across some parts of our coverage area can easily take half a day and cost us upwards of $200. Not only has Calix Support Cloud delivered insights that have cut our truck rolls by 60 percent, but the solution has also come with the Customer Success Services team, which was instrumental in achieving that reduction and helping us build the foundation of an unmatched subscriber experience. Calix consistently improves its products, and we look forward to unleashing these new insights of this latest Calix Support Cloud release to make our team run even more efficiently.”

The BSP support function is critical to creating and maintaining loyal subscribers. These Calix Support Cloud enhancements enable CSRs to anticipate support issues and address them proactively before they cause network outages.

“The 21.2 quarterly product release cycle includes numerous enhancements for customer support teams, and they all focus on maximizing the efficiency with which teams help subscribers stay connected,” said Martha Galley, senior vice president, customer engagement and services for Calix. “The new device-level visibility into subscriber networks enables support personnel to anticipate subscriber needs before they even surface and proactively address them, reducing or dramatically shortening support calls—if not outright eliminating them in some cases. With a single pane of glass view, support team leaders can analyze network data and build workflows that are tailored to address the specific needs of their subscribers, while enabling them to self-manage their home networks as much as possible. This makes the CSR-subscriber relationship much more of a partnership than the help desk dynamic that is typical. Keeping subscribers off the phones enables CSRs to focus on proactively elevating the subscriber experience. Not only does a more efficient support team translate to happier subscribers, but it also delivers operational efficiency improvements and exceptional business value for service providers.”