SAN JOSE, Calif. -- Calix, Inc. today announced Farmers Telecommunications Cooperative (FTC) has driven a 66% reduction in tech support costs with Calix Support Cloud (CSC) and is reallocating those resources to elevate the member experience with the GigaSpire, powered by EXOS. Additionally, partnering with Calix Customer Success Services is accelerating the time to value for FTC, reducing trouble call volume by 35% and average call time by 55%. This is helping to ensure the rural cooperative delivers a seamless experience over its Calix-based fiber network.
"We realized quickly that reinforcing frontline support would improve our efficiency in addressing member issues and delivering the best possible experience," said Charles Austin, manager of network engineering and operations for FTC. "Working with Calix has eliminated unnecessary truck rolls and delivered tremendous cost savings, which we are reinvesting into our members by upgrading their home WiFi systems to GigaSpires. Calix Support Cloud is the key to ensuring their experience remains consistent and seamless."
Based in Rainsville, Alabama, FTC is the largest member-owned telecommunications cooperative in the state. The regional CSP delivers services over a network that is 93% fiber built on AXOS and the E7-2 Intelligent Modular System. FTC has previously delivered managed Wi-Fi with the GigaCenter and 804Mesh satellites but is upgrading to the GigaSpire—the next-generation WiFi 6 system powered by EXOS. With this upgrade, members will benefit from better coverage and improved performance, which will enable new, customized services.
"FTC is a fantastic example of a communications service provider that has recognized the immense value of pairing CSC with the best home Wi-Fi experience on the market," said Michael Weening, executive VP of field operations for Calix. "FTC has deployed Calix solutions end-to-end, so its network capabilities are second to none. The next step is using that network to provide an unparalleled experience with the GigaSpire and leverage CSC to solve subscriber issues before they even notice."
On Jan. 23, Broadband World News hosts a Calix-sponsored webinar that explores several ways CSPs can enhance customer experience and find new business opportunities to avoid devolving into a speed race where nobody wins, not even the customer.
The lack of an accurate broadband map means states and counties are tackling this issue themselves – and sometimes finding big disparities in the data – before spending their residents' money on deploying infrastructure.
Next year many operators must decide whether to invest more in HFC or go all-in to fiber, pick their PON and choose their managed-WiFi path, writes analyst Dan Grossman, who also recommends providers bundle managed WiFi and analytics to best serve residential subscribers -- and operators' own businesses.
Public-private partnerships, investor interest, self-help in rural areas and incumbents' return set the scene for a busy year of broadband deployment in the US countryside in 2020, writes Analyst Dan Grossman.
It wasn't long ago that TV was ranked by subscribers as the most important service in the bundle provided by their communications service provider (CSP). Recent research indicates that for nearly three quarters of subscribers, broadband is now the most important service. Broadcast TV is the most important service to only 15% of North American consumers, replaced by OTT video streaming platforms like Netflix, Amazon Prime and Disney+. In addition, many different competitors are moving aggressively to stake a claim in consumers' homes.
In 2020, CSPs need to fight back by transforming their business models, which are becoming more reliant on a single source of revenue: fixed broadband services.
This webinar will focus on helping CSPs transform their business models by placing a firm focus on delivering a sensational subscriber experience and by offering compelling new services that generate value for subscribers. These actions will reinforce the CSP's strategic position in the home network and position themselves for growth in the next decade.
Key topics include:
Being the first to market with WiFi 6 technology, in response to consumer purchases of new devices over the holidays;
Having the insights needed to proactively resolve issues, often before your subscribers even know that there are issues;
Providing help desk agents with the visibility they need to resolve common subscriber issues more quickly;
Delivering a mobile app, in response to consumer demands for the ability to do some things themselves, rather than having to call technical support; and
Addressing consumer concerns around device security, privacy and control with enhanced security and parental controls.
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.