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Calix debuts new field service app
Calix has released a new field service app to enable field technicians to leverage data to optimize subscriber installations. #pressrelease
August 28, 2024
3 Min Read
Today, Calix, Inc. unveiled the Calix Field Service App for the Calix Broadband Platform. This app optimizes home visits, equipping field technicians with cloud automation and insights to deliver excellent installation services and facilitate upselling. With the launch of the app, broadband service providers (BSPs) partnering with Calix now have three data-driven residential Wi-Fi installation options: "do-it-yourself" subscriber self-installation via the CommandIQ subscriber app, assisted subscriber self-installation with remote BSP support using Calix Cloud, and field technician onsite visits fully optimized by the Field Service App. In this way, BSPs can leverage the power of the Calix Platform to impress subscribers from the first touchpoint with customized, data-driven installation experiences. At the same time, the platform allows BSPs to enhance the efficiency of their support teams while continuing to differentiate their offerings with Calix SmartHome managed services.
Residential Wi-Fi system installation options are critical to BSP growth, as the fiber-to-the-home (FTTH) market is expected to continue steadily expanding for the next decade. While subscribers are increasingly comfortable with installing their own Wi-Fi systems, field visits are sometimes necessary. Accordingly, Calix now makes three seamless installation options available so BSPs can deploy the strategy that best suits the needs of their subscribers:
"Do-it-yourself" subscriber self-installation via the CommandIQ app. Calix recently enhanced the CommandIQ mobile app, allowing BSPs to offer subscribers a self-installation option for Calix GigaSpire and Calix GigaPro systems. This gives BSPs a powerful way to elevate the subscriber experience without a truck roll. Using Calix Cloud, BSPs can pre-configure the Wi-Fi system so that it automatically provisions and syncs with the subscriber’s CommandIQ app when plugged in. The app then guides the subscriber through the setup so they can start enjoying secure broadband experiences immediately.
Assisted subscriber self-installation with remote BSP support using Calix Cloud. Earlier this year, Calix released upgraded customer support insights in Calix Cloud that enable assisted subscriber self-installation with the guidance of a remote BSP customer service representative (CSR). For subscribers who prefer convenience with added support, this assisted option combines the flexibility of self-installation through the CommandIQ app with help from their CSR. With deep visibility into the subscriber experience accessible via Calix Cloud, CSRs can seamlessly jump in to support a subscriber through a successful installation.
Field technician onsite visits, fully optimized by the Field Service App. When a home visit is necessary, the Field Service App empowers field technicians to deliver white glove service while reducing operating expenses (OPEX) by consolidating tasks and speeding up resolutions. It also captures data for backend automation, streamlining workflows and enhancing service efficiency. The app integrates cloud automation, including the Wi-Fi analyzer capability for automated diagnostics and recommendations, further boosting operational efficiency.
As they embrace new installation options to ensure they can meet the needs of every subscriber, all Calix customers can access the award-winning Calix Success organization for more personalized, hands-on support. Calix success managers help BSPs streamline the transition from truck rolls to subscriber self-installation, optimize customer support workflows, and more. They are also rolling out additional installation enablement materials and guidance to complement the launch of the Field Service App.
Read the full press release here.
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