On February 16, 2023, Calix, Inc. announced that its award-winning Calix Support Cloud now provides expanded capabilities to assist broadband service providers (BSPs) in delivering exceptional experiences to small business subscribers. As a result, BSP support teams can now leverage the same platform and management solution they employ to serve their community and residential subscribers (such as schools) to deliver an exceptional experience to small businesses simply and efficiently.
The new Calix SmartBizTM managed service is purpose-built to allow BSPs to provide small businesses with vital productivity capabilities. Although small businesses account for nearly all U.S. businesses, only half remain open for longer than five years, and the lack of excellent broadband services poses a challenge for small businesses in rural communities. With SmartBizTM, BSPs can solve this issue for small businesses by assisting them in moving beyond basic connectivity with a managed service. In addition, support Cloud enables its client's support teams to guarantee an exceptional customer experience by providing enhanced support and remote troubleshooting for SmartBiz.
Calix's portfolio of SmartLife™ managed services also includes SmartHome™ for residential clients and SmartTown™ for communities. Support Cloud and SmartHome™ managed services help Calix customers generate market-leading Net Promoter Scores℠ (NPS®) in the 50s, 60s, and even 90s. The solution helps high-growth BSPs advance their value proposition and lower operational expenses, such as reducing truck rolls by 40%.
The new features in Support Cloud enable BSP support teams to assist small business owners by providing IT support, offering customization and network controls, and leveraging a single support system without increasing workloads. Support Cloud enables CSRs to expedite escalation processes for partner-based SmartHome™ managed services for residential subscribers. Additionally, it simplifies navigation and usability for account details and onboarded devices for SmartTown™ managed services for communities. Call outcome tracking now lets CSRs choose from a drop-down list to populate subscriber data. These improvements streamline workflows to minimize resolution times, make support teams' lives easier, and provide more proactive support.
About Calix
California-based Calix provides platforms that innovative communications service providers use to master and monetize the complex infrastructure that connects their subscribers to the cloud. It enables clients to streamline their operations, excites their subscribers, and increase their value. The platform and managed services allow its customers to expand their subscriber base, profitability, revenue, and subscriber satisfaction, thereby transforming the communities they serve. The company is dedicated to driving continuous improvement in collaboration with its expanding ecosystem to facilitate the growth of its BSP customers and their communities.