NCC Increases First Call Resolutions by 36 Percent and Reduces Escalations 26 Percent with Calix Support Cloud and Services
Northwest Communications Cooperative proactively manages the subscriber experience, saving resources and ensuring seamless service delivery with Calix Support Cloud and Customer Success Services
SAN JOSE, Calif., Sept. 19, 2019 (GLOBE NEWSWIRE) -- (NYSE: CALX) today announced (NCC) has increased its first call resolutions by 36 percent and cut escalations by 26 percent with (CSC). As part of the solution, CSC features functionality that enables NCC to proactively address network issues before they impact the subscriber experience. Self Heal uses machine learning to optimize the Wi-Fi experience for subscribers, ensuring maximum throughput and preempting service issues to dramatically reduce support calls.
Additionally, was vital to onboarding the Customer Service Department to efficiently leverage the unprecedented visibility into a better subscriber experience. The Success Services team also ensures NCC maximizes its Calix Cloud investment by introducing best practices to measure and meet the cooperative’s success metrics.
“We are seeing stunning results in our CSR’s ability to resolve issues with fewer escalations,” said Courtney Olson, customer service supervisor for NCC. “Now with unprecedented visibility, we are able to run monthly Internet Truck Roll Roundtables consisting of CSRs, tech support, and customer care supervisors to take our proactive customer care to the next level.”
NCC provides rural communities in North Dakota with high-quality, reliable communications services utilizing a nearly all fiber network built with Calix . The rural cooperative’s current managed Wi-Fi solution delivers reliable, whole home coverage giving subscribers a consistent experience along with access to the latest services. Now NCC is looking to elevate that experience with the powered by , to deliver industry-best in home connectivity with Wi-Fi 6.
“Calix Support Cloud has enabled NCC to manage its network remotely and proactively, cutting numerous time- and resource-intensive trouble calls and truck rolls,” said Stephen Eyre, area vice president of cloud and software solutions sales for Calix. “For subscribers, this has meant a seamless Wi-Fi experience that makes it easy to enjoy the latest services. Now, as NCC looks toward upping the ante with Wi-Fi 6 to address the increased demands for best-in-class connectivity, the proactive management ability of Calix Support Cloud becomes even more essential.”
To learn more about Calix Cloud solutions, registration is now open for , the industry’s premier Innovation and Learning Conference, taking place October 26-29, 2019 at the Wynn in Las Vegas. Also, make plans to join us October 2 at 11 a.m. Pacific for our webinar: Align People, Processes, and Technology to Deliver the Ultimate In-home Wi-Fi Experience.
About Calix
(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 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
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