NXTcomm08, Las Vegas, NV, June 16, 2008—Calix,
Xangati,
and ClearAccess today announced a
software solution that enables customer service organizations (CSOs) to quickly
and simply identify and resolve network performance issues that can negatively
affect broadband services such as IPTV, streaming media, voice-over-IP (VoIP), and
other subscriber favorites. Pretested for interoperability through the Calix Compatible
Solutions Assurance program, this server-based solution integrates the
following technologies from the three companies:
- The Calix
Management System (CMS), to pinpoint for front-line support personnel the
precise location of subscribers who call in with performance issues and to
provide detailed service and device performance information for the other
components of the solution
- Xangati Rapid Problem
Identification (RPI), to give CSOs live visibility into application performance
problems across the entire broadband infrastructure they manage — sometimes
even before subscribers call to report an issue
- ClearAccess
TR-069 CPE Management Application, to provide CSOs with direct control
of the subscriber home network and customer premises equipment (CPE) beyond
the demarcation point, so they can fix problems remotely
The simplified workflow that results from this combined solution
enables CSOs to reduce churn by offering subscribers a premium service experience.
Simplified workflow also benefits service providers, which can leverage the
solution to limit truck rolls related to network performance issues as well as to
mitigate malicious traffic that may unnecessarily bog down their networks.
"Performance problems put our reputation on the line with
subscribers and also give us an opportunity to offer exceptional support," said
Harris Miller, manager of engineering at EATEL,
a Louisiana ILEC. "The integrated workflow that the Calix-Xangati-ClearAccess
solution offers would give us the most direct, cost-effective, and easy method for
fixing any performance problem, whether the source is in the access network or
in the subscriber home. Because we could handle many issues remotely, EATEL could
avoid rolling a truck to the subscriber's residence – something that can be
both costly and time-consuming."
Editors Note: Reporters and customers can
view a demonstration of the Calix-Xangati-ClearAccess solution during NXTcomm08 show hours in Las Vegas at the Calix booth, SU8010.
Transparent Troubleshooting Simplifies Support for Complex Services
High-value broadband services like IPTV, streaming media,
and VoIP have given service providers new opportunities for increasing customer
stickiness and revenue, but they also can cause new operational headaches. Real-time
networked services and applications are more sensitive to performance problems that
can be exacerbated by high subscriber expectations and "prime-time" usage
patterns for premium services. When multiple services are delivered over the
same network, the complexity of troubleshooting and resolving application
performance problems can rapidly snowball and threaten customer satisfaction.
The Calix-Xangati-ClearAccess solution radically improves
the troubleshooting workflow for CSOs, giving them the ability to locate, identify,
and fix a service problem in record time, as described below:
When a customer calls in with an issue, CMS enables the CSO
to accurately locate the subscriber premises and gather information about the
type of broadband access equipment deployed there. With the combined Calix-Xangati-ClearAccess solution, support teams can typically address a majority of issues
remotely; however, if the situation does require an on-site visit, CMS offers
an integrated Google Maps solution for rapid and precise field-technician
dispatch.
CSOs use the location information to direct the Xangati RPI
system to the appropriate broadband connection to discover the source of the
problem. With RPI, support personnel now have live, comprehensive visibility
into subscriber-generated broadband traffic and can even proactively detect
malware on the network such as a virus or spambot before subscribers even
notice the problem developing. Xangati RPI enables CSOs to quickly discover the
facts behind application performance and availability issues — even when the
source of the problem lies on the subscriber's internal home network.
Armed with RPI information on the source of the performance
problem, CSOs use ClearAccess technology integrated into CMS to promptly and directly
troubleshoot service problems. With the customer's permission, the CSO can
remotely resolve the issue without rolling a truck to the customer's site. TR-069
is the DSL Forum's management protocol, which is rapidly becoming the standard
method for CPE remote management. By using ClearAccess TR-069 technology, the
service provider is able to go beyond the demarcation on the side of the subscriber's
house and into the CPE that sits within the home, enabling complete service
management of the subscriber's home network.
The result is a truly integrated solution that provides
network performance monitoring from the hand-off to the core all the way to the
in-home network, and optimizes both customer experience as well as network and
customer service operations. Top-line revenue benefits from happier customers,
and the bottom line reflects clear opex savings from reduced churn, faster
mean-time-to-resolution, and fewer truck rolls.
Solution Integrated through the Calix Compatible Program
The Calix Compatible Solutions Assurance Program is an
interoperability and compatibility certification program that helps ensure the
viability of multi-vendor solution sets for service providers. Through this
program, Calix acts as a partner to its customers, creating a full range of
pretested service and application elements for building and maintaining
service-ready infrastructures. The Calix-Xangati-ClearAccess solution is part
of a new software-focused component for the Calix Compatible program, aimed at
simplifying the way service providers provision and support high-value services
using sustainable, cost-effective operational models.
For More Information
About Calix
Calix is the largest telecom equipment supplier focused
solely on access solutions for broadband service delivery. Service providers
deploy Calix access systems to enable a rich set of information, communication,
and entertainment services and to expand their revenue base beyond
connectivity. Calix access innovation helps service providers transform their
networks from circuit to packet, narrowband to broadband, and copper to fiber.
Calix has deployed millions of ports and tens of thousands of systems into
hundreds of service provider networks throughout North America. For more
information, visit the Calix website at www.calix.com.
About Xangati
Xangati's rapid problem identification technology enables support
organizations to be the first to respond to application and network performance
problems and ensure high productivity across enterprise and service provider
networks. The privately held company is headquartered in Cupertino, California. For more information, visit the company website at www.xangati.com.
About Clear Access
ClearAccess provides the TR-069-based ClearVision management
system, which includes Automatic Subscriber Activation, Device Management and
Advanced Service Packages. With ClearVision, the entire LAN becomes
manageable.
ClearAccess' standards-based approach to TR-069 gateway
management enables service providers to reduce support costs, truck rolls and
churn while increasing revenues through the delivery of new incremental data
services. ClearAccess supports CPEs from multiple vendors with its solution.
For more information, visit the ClearAccess website at www.clearaccess.com.
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. Actual results and the timing of events could
differ materially from current expectations.
Any information in this press release regarding future
product plans is based on current expectations, but is not a commitment,
promise or legal obligation to deliver any new product (hardware or software),
feature, or functionality. The development and release of any new product,
feature, or functionality remains at Calix's sole discretion, and no statements
in this press release should be relied upon in making purchase decisions.
Key Words
Calix, Xangati, ClearAccess, broadband access, IPTV, real-time services, customer
support organizations, customer care, Rapid Problem Identification, RPI, Virtual
Task Manager, Calix Management System, CMS
For additional information contact:
Jeannette Bitz
Engage PR
510-748-8200 x207
jbitz@engagepr.com
