Updates to EDGE Insights and EDGE Services improve remote onboarding and troubleshooting as service providers adapt to today’s new normal, ensuring the safety of staff and subscribers
SAN JOSE, CA – May 14, 2020 – Calix, Inc. (NYSE:CALX, news, filings) today announced a host of updates to the Revenue EDGE solution, specifically to the EDGE Insights and EDGE Services that enable communications service providers (CSPs) to work collaboratively with subscribers to deliver the ultimate managed Wi-Fi experience. With more people working, learning, and accessing entertainment from home, Wi-Fi has become a mission-critical service. This EDGE Insights release enables CSR teams to enhance the performance, automation, and efficiency of delivering that vital subscriber experience—all while working remotely. The release enhances Calix Support Cloud, giving customer service representatives (CSRs) the increased visibility necessary to streamline support and resolve subscriber issues quickly. Support personnel can help onboard subscribers remotely through the CommandIQ™ app, connect them quickly to EDGE Suites, and enable them to manage and troubleshoot their own experience.
“We are committed to the wellbeing of our communities, and ensuring our subscribers have uninterrupted access to a secure, dependable home Wi-Fi experience is critically important,” said Barbara Sessions, VP and chief operating officer for Wyoming-based Silver Star Communications. “We look forward to enabling our support teams to manage this experience from end to end and to helping our subscribers unlock the value of our virtual storefront. Our reps can quickly turn up applications and resolve any issues —all while making it easier for subscribers to control the experience through the mobile app. This is a complete solution that will ensure we can support every aspect of the unparalleled subscriber experience we deliver.”
The Calix Support Cloud update includes the following for CSRs:
- Real-time, remote EDGE Suites activation: Ability to activate experience and security services in real-time with just a few clicks
- Enhanced subscriber lookup: Access to richer subscriber and device information via search functions with shortcuts to relevant actions
- Advanced role-based access control: Ability to assign access to subscriber data based on role, ensuring support personnel can diagnose and resolve issues faster
The CommandIQ update includes the following for subscribers:
- Enhanced ProtectIQ™ dashboard: Instant visibility into packets analyzed, including total number of viruses, intrusions, and web threats blocked from the home network
- Improved user onboarding: Ability to skip SSID and password set-up screen for existing managed Wi-Fi subscribers; access to in-app wiring assistance for first time subscribers
- Zero-touch activation of EDGE Suites: Automated download and installation of applications directly to CommandIQ
Once CSRs have turned up EDGE Suites, subscribers receive immediate assurance of a safe and seamlessly connected home Wi-Fi experience—without extra installation steps. ExperienceIQ™ gives parents tools to control screen time, filter content consumption, and provides peace of mind regarding online usage patterns. ProtectIQ™ provides home network security, even as more subscribers drive network traffic to all-time highs by working and learning from home.
“This is a timely release, as people are more dependent than ever on high quality broadband services to work, learn and connect with their families and friends from the safety of their home,” said Martha Galley, vice president of customer engagement for Calix. “With the recent spike in home network usage, the need for security and control has never been greater. Our Customer Success teams have helped CSPs meet this need with a wide variety of resources and best practices to cope with COVID-19 demand. Concurrently, the product team is enhancing the CSPs’ ability to manage the experience and expand our remote capabilities to make a guided setup of services for new subscribers easier than ever. With this comprehensive new release, CSPs can provide a richer, higher quality experience for their subscribers through the intuitive and easy to use CommandIQ app, elevating their relationships with their subscribers and better serving their communities.”
For more information on how to support an unparalleled subscriber experience, visit us online. Click here to view the on-demand webinar “Today’s new reality: 3 things that service providers can do for their subscribers.”
Calix, Inc. (NYSE: CALX) – Innovative communications service providers rely on Calix platforms to help them master and monetize the complex infrastructure between their subscribers and the cloud. Calix is the leading global provider of the cloud and software platforms, systems, and services required to deliver the unified access network and smart premises of tomorrow. Our platforms and services help our customers build next generation networks by embracing a DevOps operating model, optimize the subscriber experience by leveraging big data analytics and turn the complexity of the smart, connected home and business into new revenue streams.
This press release may contain 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.