Calix (NYSE:CALX) announced the availability of Calix Support Cloud, an addition to Calix Cloud, intended to improve how service provider customer service representatives (CSRs) support WiFi home networks. It's intended to provide 90% faster problem resolution while improving support key performance indicators (KPIs) via data-driven information and analytics.
"The explosion of IoT devices has made our homes more connected than ever before. While WiFi performance has emerged as the key determinant of a subscriber's broadband experience, it has also caused the volume of WiFi related trouble calls fielded by service provider support centers to skyrocket," said Miguel Alonso, Calix vice president of cloud products. "Calix Support Cloud is transformational for service providers, reinventing how they support their subscribers with automated troubleshooting capabilities, analytics-based diagnostics, and unprecedented network visibility. 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."
Calix Support Cloud was designed to provide a holistic view of subscriber's home network and services in one dashboard. It uses data and analytics to enable the software to investigate, correlate and find the root cause of the problem. It's intended to reduce average call handling time, increase first call resolution (FCR), reduce truck rolls, and improve overall subscriber satisfaction.
Product features include:
- SmartCheck - By proactively scanning subscribers' home networks, CSRs can identify any issues with home gateways, WiFi connected devices, determine the health of the entire in-home WiFi network, and perform a visual root-cause analysis.
- Recommendations engine - The network data and analytics provided in Support Cloud dashboards are intended to give CSRs a faster path to resolve issues, including fixes to common problems like "slow Internet."