Calix Cloud now has its Calix Support Cloud to help service providers’ customer service representatives (CSRs).
Calix Cloud now has its Calix Support Cloud to help service providers’ customer service representatives (CSRs) improve their support of today’s hyper-connected, device-dependent subscribers.
The company said service provider support tools and processes have not been able to keep pace with the explosion of bandwidth-hungry, Wi-Fi-connected devices in today’s home, and subscriber experience has suffered, while expectations for quick and personalised support have continued to rise.
Calix Support Cloud offers subscriber support and efficient management of the connected home experience critical to the success of service providers by reducing churn, improving subscriber satisfaction and minimising ongoing support costs.
The Support Cloud also harness the power of data-driven insights and analytics to arm CSRs with an easy-to-use interface that simplifies the troubleshooting of expanding home Wi-Fi networks.
This simplification is said to deliver problem resolution up to 90% faster while driving significant improvement of support Key Performance Indicators (KPIs).
“The explosion of Internet of Things (IoT) devices has made our homes more connected than ever before. While Wi-Fi performance has emerged as the key determinant of a subscriber’s broadband experience, it has also caused the volume of Wi-Fi-related trouble calls fielded by service provider support centres to skyrocket,” said Miguel Alonso, Calix’s vice-president of cloud products.
“Now, with just a single click, CSRs can resolve the most common connected home support issues, leaving subscribers thrilled with their broadband service and support experience, while empowered CSRs reach new levels of efficiency and productivity.”