Calix Support Cloud Becomes Service Cloud, Enabling Customers To Make a Monumental Shift to Multi-Channel Support for Subscribers
17 Outubro 2023 - 12:25PM
Business Wire
Calix evolves the powerful value proposition of
Calix Support Cloud to become Service Cloud, ensuring broadband
service providers can deliver personalized service for subscribers
across multiple channels—including chat capabilities and the new
Calix Field Service app—fundamentally transforming the support
function
At its annual customer success and innovation conference, Calix
ConneXions 2023, Calix, Inc. (NYSE: CALX) announced the evolution
of its award-winning Calix Support Cloud to Service Cloud. In
addition to its powerful existing capabilities, for the first time,
Service Cloud will enable broadband service providers (BSPs) to
leverage industry-leading, personalized support functions across
multiple channels. New features coming to Service Cloud will
continue to drive the evolution of broadband customer support from
reactive to proactive—giving customer service representatives
(CSRs) new ways to provide highly personalized customer support
that contributes to business growth.
New Service Cloud capabilities will include chat—an
insights-driven channel that gives subscribers access to support
anytime, anywhere—and the Calix Field Service App. The new app will
put the cloud capabilities inherent in the Calix broadband platform
in field technicians’ pockets to enhance installation,
troubleshooting, and upselling. With these advancements, BSPs can
leverage Service Cloud to revolutionize the support function and
drive subscriber satisfaction even higher.
Launched in 2017 as Support Cloud, Service Cloud gives support
teams end-to-end visibility into the subscriber experience to
proactively identify and rapidly resolve issues, automate their
workflows, and tap upsell opportunities. Innovative BSPs have long
taken advantage of the deep insights in Service Cloud to reduce
inbound support calls, cut unnecessary truck rolls, increase first
call resolution, and drive up subscriber satisfaction and
loyalty.
The transformation to Service Cloud emphasizes the need for
customer service and support to evolve its essential role in
providing an exceptional subscriber experience. Research shows 50
percent of consumers will switch to a competitor after just one bad
support experience. Service Cloud will enable BSPs to leverage
multiple channels to offer subscriber support—going well beyond
conventional inbound and outbound calls.
The advancements for Service Cloud will include:
- Insights-driven chat to give subscribers anytime, anywhere
access to support. Accessed through the BSP’s website or the
CommandIQ® mobile app, chat will provide an intelligent,
tailored, and convenient service experience for subscribers. Chat
will also allow BSPs to automate routine support tasks, efficiently
scaling the service experience.
- Personalized insights in Calix Field Service App will
transform field technicians into brand ambassadors. The new
Field Service app will empower field teams with end-to-end network
visibility during visits, speeding up installations and
troubleshooting while cutting operating expenses by reducing return
visits and unnecessary truck rolls. Personalized insights will
empower technicians to tap upsell opportunities by suggesting
enhanced managed services for better subscriber experiences.
- New, real-time insights will provide a more proactive
service experience. Service Cloud will enhance support teams'
proactivity and productivity. A recommendations engine will guide
CSRs with insights to proactively resolve issues and make relevant
product suggestions. Dynamic reporting will offer customized
dashboards with prioritized data for tracking actionable items and
operational improvements.
As a key component of the end-to-end Calix platform, these new
capabilities for Service Cloud will further enable BSP support
teams to keep subscriber satisfaction high—even as they adopt
managed services to grow markets, including single-family homes
(SmartHome™), community and government (SmartTown™), business (SmartBiz™), and, in the
future, multi-dwelling units (SmartMDU™).
“Our partnership with Calix helps us stand out in the market
with an exceptional subscriber experience each and every time,”
said Casey Worth, chief administrative officer at United Fiber.
“Calix has continually evolved Support Cloud with new capabilities
and greater actionable insights so that we can get even more
proactive with subscriber care. Further, Support Cloud has enabled
us to launch, support, and scale a growing portfolio of managed
services, contributing to our Net Promoter Score℠ of +62 and
underpinning our growth strategy for 2024 and beyond.”
“For many rural BSPs, exemplary customer service has long been
the ‘secret sauce’ that sets them apart from the large legacy
players with their faceless, impersonal, and remote approach to
support,” said Matt Collins, chief commercial operations officer at
Calix. “We continue to innovate to enable our BSP customers to
succeed. That is why we have evolved the value proposition of
Support Cloud to become Service Cloud. As BSPs continue to expand
their markets and grow their entire communities, support teams can
leverage Service Cloud to evolve beyond traditional support calls
and expand to multiple communication channels that they can use to
deliver highly personalized service experiences. At the same time,
Service Cloud mobilizes field tech teams, enabling them with
powerful tools to optimize service calls with faster resolution
while reducing truck rolls and repeat calls. With Service Cloud,
Calix is helping BSP support teams take giant steps higher for
their businesses, subscribers, and the communities they serve.”
Attendees of ConneXions 2023 can demo the Calix Field Service
app and insights-driven chat at the Service Cloud display in the
Innovation Showcase until October 17.
Learn how customer support teams can support broadband business
growth by reading the eBook, “How You Can Scale for Growth and
Deliver an Exceptional Subscriber Experience.”
About Calix
Calix, Inc. (NYSE: CALX)—Broadband service providers of all
sizes leverage the Calix platform and teams to simplify their
business and excite their subscribers to grow the value of their
business and for their communities for generations. The
democratizing power of the platform and portfolio of managed
services enables them to operate efficiently, acquire subscribers,
and deliver exceptional experiences. Calix is dedicated to driving
continuous improvement in partnership with our growing ecosystem to
support the transformation of our customers and their
communities.
This press release contains 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.
Calix and the Calix logo are trademarks or registered trademarks
of Calix and/or its affiliates in the U.S. and other countries. A
listing of Calix’s trademarks can be found at
https://www.calix.com/pages/trademarks.html. Third-party trademarks
mentioned are the property of their respective owners.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons
are registered trademarks of Bain & Company, Inc., Satmetrix
Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net
Promoter System℠ are service marks of Bain & Company, Inc.,
Satmetrix Systems, Inc., and Fred Reichheld.
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version on businesswire.com: https://www.businesswire.com/news/home/20231017437127/en/
Press Inquiries: Alison Crisci 919-353-4323
alison.crisci@calix.com Investor Inquiries: Jim Fanucchi
investorrelations@calix.com
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