Calix Agent Workforce Cloud Expands Workflows That Increase ARPU, Resolve Service Disruptions, and Improve Efficiency Across the Service Provider Business

Calix, Inc. announced an expansion of Calix Agent Workforce Cloud™ on the AI-native Calix One™ platform, adding secure agentic workflows that help service providers operationalize AI across marketing, support, and operations. Building on the initial workflows introduced in May, the new agentic capabilities help teams collaborate seamlessly across functional boundaries—with humans in the loop—to create targeted campaigns and upsell offers, accelerate troubleshooting and issue resolution, and detect and remediate network disruptions. Together, these workflows accelerate how service providers acquire subscribers, strengthen loyalty, and operate more efficiently.

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“With Calix One, AI is no longer a new tool we are experimenting with. We are actively working to make this an integral part of how we serve our subscribers and grow our business,” said Brooks Goodall, COO and assistant general manager at RTC Networks.

The latest expansion to Agent Workforce Cloud introduces powerful capabilities for service providers:

• Agentic workflows for campaign creation and upsell recommendations help marketing and support teams identify ready-to-buy subscribers, build targeted campaigns, and deliver personalized offers that drive subscriber growth. These workflows evolve platform capabilities that have increased monthly recurring revenue by as much as 500 percent.

• Agentic workflows for troubleshooting and resolution allow support teams to combine subscriber and network intelligence to guide troubleshooting and accelerate issue resolution during service disruptions. These workflows build on platform capabilities that have reduced inbound support calls by up to 88 percent.

• Agentic workflows for network detection and remediation enable operations teams to identify emerging issues sooner and accelerate remediation by unifying subscriber context and network health. These workflows advance platform capabilities that have reduced mean time to repair (MTTR) by up to 75 percent.

• Agentic workflows that enable subscriber self-service—coming soon—will help service providers extend intelligent, on-demand assistance directly to subscribers via the CommandIQ® mobile app. Subscribers will be able to identify issues, review recommended actions, approve changes, and resolve problems in real time through a guided experience. These workflows will grow the subscriber experiences that have helped service providers achieve industry-leading Net Promoter Scores℠ (NPS®) in the 70s, 80s, and 90s.

Brooks Goodall, chief operations officer and assistant general manager at RTC Networks, said: “What makes Agent Workforce Cloud different is that it fits into the way our teams already work. Instead of asking employees to learn entirely new processes, AI is embedded into the workflows they use every day, helping teams move faster, make better decisions, and see value sooner. Our teams can spend less time on manual tasks and more time focused on what matters most: delivering secure, differentiated experiences to the communities we serve. With Calix One, AI is no longer a new tool we are experimenting with. We are actively working to make this an integral part of how we serve our subscribers and grow our business.”

As service providers move from AI pilots to operationalized AI, Agent Workforce Cloud helps them embed secure agentic workflows across marketing, service, and operations to deliver measurable business outcomes at predictable cost. Built on more than 26 years of broadband expertise and over $2 billion in platform investment, Calix One processes more than a petabyte of data daily and executes over 4.3 billion workflows annually, helping providers increase average revenue per user (ARPU), reduce churn and operating costs, and achieve industry-leading NPS.

Michael Weening, president and chief executive officer at Calix, said: “Anyone can build an agent, but achieving a sustainable ROI is a different story. At Calix, we have invested three years evolving our platform to be AI-native, deeply rooted in an understanding of our customers’ operations and identifying the workflows that enable them to deliver measurable business outcomes and sustainable ROI. Calix Agent Workforce Cloud turns that knowledge into trusted and secure agentic workflows that service providers can deploy at predictable cost, without the uncertainty of token-based pricing. These latest workflows are just the beginning. Now, we will deliver new capabilities faster and faster, helping our customers continuously transform their operations and compete to win in the AI era.”

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