Calix announced that CTC Telecom has transformed its installation and support processes with Calix services and solutions.
CTC Telecom has eliminated support calls and slashed Opex by replacing consumer-grade gateways with GigaSpire BLAST u6 systems that provide subscriber data and performance insights through Calix Support Cloud.
CTC Telecom is using insights on subscriber behavior and network performance to cut service callbacks by identifying and correcting quality issues during installation and service verification.
CTC Telecom, which provides telecommunications services throughout West Central Idaho, boasts a first-call resolution of over 68 percent, a 37 percent decrease in call volumes, and more than 34 percent reduction in truck rolls.
CTC Telecom is using Calix Marketing Cloud, the CommandIQ mobile app, and the revenue-generating applications in EDGE Suites (including ProtectIQ and ExperienceIQ), to identify, segment, and target subscribers with personalized offerings related to usage patterns.
Jerry Piper, vice-president of operations at CTC Telecom, said: “With the help of Calix, we substantially transformed the way we conduct our operations—overhauling all of our internal training and achieving 100 percent usage of Calix Support Cloud across our customer support and network operations staff.”
“By pre-empting support calls, CTC Telecom is now focusing on growing its value for the community and rapidly scaling as it joins other Calix customers who have sharply reduced truck rolls and associated expenses,” Martha Galley, senior vice president of customer engagement and services for Calix, said in a statement.
