User Manual Q&AAnswer
Jan 20, 2025 - 09:38 PM
The Calix End-to-End Premises Platform Standardization is designed to help BSP (Broadband Service Provider) Customer Support teams offer an unmatched subscriber experience by standardizing the premises platform. Here's how it works:
1. What is the purpose of premises platform standardization?
Premises platform standardization aims to provide a consistent and seamless experience for subscribers, regardless of the equipment they choose to use. It helps alleviate the strain on technicians and Customer Support teams by reducing call times and call-backs, ultimately leading to happier subscribers.
2. How does premises system standardization benefit the Customer Support team?
- Provides visibility into issues for better troubleshooting: Standardization allows Customer Support teams to have a clear view of the premises platform, enabling them to identify and resolve issues more efficiently.
- Offers actionable processes and exceeds KPI objectives: By implementing standardized procedures, Customer Support teams can streamline their operations and achieve their key performance indicator (KPI) goals more effectively.
- Fills knowledge gaps: Dealing with premises equipment from multiple vendors can be challenging for support teams. Standardization helps bridge these knowledge gaps by providing consistent processes and troubleshooting methods.
3. What does the end-to-end journey with Calix entail?
The end-to-end journey with Calix involves the following components:
- GigaSpire BLAST Systems at the subscriber premises: These systems provide faster installation, product consistency, and easier troubleshooting for technicians.
- Calix Support Cloud in the Network Support Center (NSC): The Support Cloud integrates with billing and ticketing systems, enhances tracking of key metrics, and provides visibility into the entire subscriber experience.
- Calix Premier Customer Success: This program offers a customized strategy for setting, tracking, and achieving KPI goals. It helps shift organizations to become data-driven and provides enablement sessions for technicians and Customer Service Representatives (CSRs).
4. How can I get started with the Calix End-to-End Premises Platform Standardization?
To begin your journey with Calix and implement premises platform standardization, you can reach out to Calix Premier Customer Success. They will work with you to develop a customized strategy, set KPI goals, and provide enablement sessions for your team. By leveraging the GigaSpire BLAST Systems and Calix Support Cloud, you can enhance the subscriber experience and streamline your support operations.
For more detailed instructions and information, please refer to the Calix End to End Premises Platform Standardization User Guide.
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