Calix, Inc., a global provider of the cloud and software platforms, has announced a new visual reporting dashboard within EDGE Insights. It will allow communications service provider (CSP) support teams to easily view and analyze customer-care operations data and address issues with maximum efficiency. By offering an instant, unobstructed view of essential network issues and subscriber experience, this new Calix Support Cloud platform provides customer support teams with information to help them proactively address problems and minimize excessive truck rolls along with other support costs to improve the user’s value.

Such updates to the Revenue EDGE provides new optional security measures through the CommandIQ mobile app for onboarding GigaSpire BLAST systems and possess the ability to activate EDGE Suites using a simple Application Program Interface (API). These updated features render everyday customer support operations more convenient, as well as saves time and money on every new subscription.

“We’re already seeing the value in call-outcome tracking with Calix Support Cloud—it has helped us in a number of ways,” said Kristy Rhodes, Store Supervisor for Wyoming-based Union Wireless. “First, we’ve identified that 30 percent of our truck rolls are avoidable. The improvements have also helped us track the types of inbound trouble calls we receive, so we can build a business case for rolling out the Calix subscriber self-help app, CommandIQ. Call-outcome tracking has always been the first stage in gaining additional insights into our business management processes, and now with the new dashboards as step two, the improvement is going to be amazing. We’re very excited to have this new reporting dashboard built into the solution. It’s going to make it much easier to analyze trends quickly and identify more opportunities to improve our operations.”

The Calix Support Cloud update consists of the following:

  • Display of reports on the dashboard – Displays a new, easily accessible data visualization report that also includes customization options
  • Enhanced optional security: Provides secure onboarding for GigaSpire BLAST systems, fixed through CommandIQ
  •  API and administrative enhancements: Seamless activation of EDGE Suites by new API thus eliminating “swivel chair management” across multiple displays

“We continually enhance our solutions to create value for our customers and deliver the best results for their businesses,” said Shane Eleniak, Senior Vice President of Revenue EDGE products for Calix. “We are extremely proud of the efforts among our network operations and customer support teams that have taken this data visualization solution from concept to reality. This new dashboard brings the power of analytics into focus for customer support leaders, enabling them to discover opportunities to improve their operations and delight their subscribers. By keeping the complexity behind the scenes, we enable every CSP to isolate data that help them grow business and enable support teams to efficiently deliver the ultimate subscriber experience.”