The seamless integration of Support Cloud and popular trouble management platform, NISC, will enable broadband service providers to dramatically reduce support call times, save on OPEX, and boost subscriber satisfaction
SAN JOSE, CA – February 10, 2022 – Calix, Inc. (NYSE:CALX, news, filings) today launched the integration of Calix Support Cloud and the iVUE trouble management solution from National Information Solutions Cooperative (NISC). The latest of many planned integrations with leading software systems, the Support Cloud/NISC integration gives customer support representatives (CSRs) faster access to all the information they need to resolve subscriber issues. By eliminating the need to swivel-chair and automating information exchange between multiple, disparate systems, CSRs can dramatically cut the length of inbound support calls. Broadband service providers (BSPs) such as Wyoming-based Silver Star Communications estimate this integration will shave at least one minute off each trouble call. These time savings translate directly to lower operating costs, higher subscriber satisfaction, and greater customer support productivity.
“We’re very excited to see this integration between Calix and NISC,” said Ryan Wirth, service delivery manager, Ontario & Trumansburg Telephone Companies. “Separately, Support Cloud and iVUE have been integral elements in our support strategy, and now the integration of the two systems will enable us to serve our subscribers even more efficiently. As we continue to expand into new markets and welcome new subscribers, it’s critical that we have the right systems in place to support that growth. Calix is giving us exactly what we need to move our business forward.”
As an integral part of the industry-leading NISC Enterprise System, trouble management’s efficient process leverages full integration between NISC SmartHub, a powerful customer account management solution, and NISC’s agile AppSuite offering. This brings enterprise data into the field, supported on iOS and Android devices.
A component of the comprehensive Revenue EDGE solution, Support Cloud gives BSPs the real-time intelligence and insights they need to diagnose and resolve issues quickly and efficiently. The integration between Support Cloud and NISC iVUE builds on these capabilities, enabling even the smallest service providers to achieve these efficiencies:
- Cut average call handling time by 13 percent. With the Support Cloud/NISC integration, CSRs now have a consolidated view of the subscriber. They can easily see helpdesk tickets, troubleshoot issues, and resolve or escalate (if necessary). With fewer clicks to access subscriber information, CSRs can significantly reduce average call times—Silver Star estimates the integration will cut their call times by 13 percent.
- Automate manual processes to drive operational savings. Customer support teams can take advantage of new levels of automation to eliminate manual processes. Essential information such as subscriber profile, details on the reported issue, and call disposition flows seamlessly across both systems. This eliminates the need for CSRs to enter the same data multiple times. By streamlining multiple processes, the integrated solution delivers valuable time and OPEX savings.
- Become more proactive to excite subscribers and tap upsell opportunities. Because the integrated Support Cloud/NISC iVUE solution enables support teams to resolve issues faster, they have more time for proactive troubleshooting. For example, they can identify subscribers repeatedly hitting service limits. They can also identify subscribers who could benefit from EDGE Suites, such as ProtectIQ™ for network security or ExperienceIQ™ for enhanced parental controls. Reps can offer upsell opportunities that increase average revenue per user (ARPU) and improve the subscriber experience.
“NISC and Calix share a common vision to ensure critical data and customer insights are at the CSRs’ fingertips to provide an impactful—and efficient—customer interaction,” said NISC vice president of product management David Bonnett. “Optimizing the customer experience will help providers foster customer relationships and loyalty which are essential in today’s competitive market, and this integration will do just that.”
“With every successive quarterly release, we deliver innovative new capabilities that enable BSP customer support organizations to become even more efficient, productive, and proactive,” said Martha Galley, executive vice president of customer engagement and services at Calix. “We are thrilled to launch the integration of Support Cloud and NISC, the first of many planned integrations to help support teams streamline processes, save time, reduce costs, and increase subscriber satisfaction. This will transform how our BSP customers support their subscribers.”
Learn more about Calix Support Cloud.
Calix, Inc. (NYSE: CALX) – Calix cloud and software platforms enable service providers of all types and sizes to innovate and transform. Our customers utilize the real-time data and insights from Calix platforms to simplify their businesses and deliver experiences that excite their subscribers. The resulting growth in subscriber acquisition, loyalty, and revenue creates more value for their businesses and communities. This is the Calix mission; to enable broadband service providers of all sizes to simplify, excite, and grow.
This press release contains 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.
NISC is an information technology organization that develops, implements and supports software and hardware solutions for its members. It delivers advanced solutions, services and support to 913 independent broadband companies, electric cooperatives and other public power entities. NISC is an industry leader providing information technology solutions including financials, service, operations and marketing as well as many other supporting platforms and business services. With facilities in Mandan, N.D., Lake Saint Louis, Mo., Cedar Rapids, Iowa, and Blacksburg, Va., NISC and its subsidiaries employ more than 1,200 professionals between the four locations and remotely throughout the United States. Additional information about NISC can be found at www.nisc.coop.