Calix, Inc. has introduced the Calix Agent Workforce™, a transformative solution on its next-generation Broadband Platform designed to elevate how broadband service providers (BSPs) manage marketing, customer service, subscriber communications, operations, and field technician support. By integrating advanced Artificial Intelligence within Calix Cloud®, the company aims to create a secure environment for trusted human-AI collaboration that redefines how BSPs operate, innovate, and grow in the digital age.
This major advancement reflects over 14 years of Calix’s deep engagement with BSP workflows and its ongoing evolution of the Calix Platform. The new agentic system enables service providers to deploy AI at scale, simplifying operations while enhancing subscriber experiences to counter market commoditization. Embedded across Calix Service Cloud, Engagement Cloud, Operations Cloud, the subscriber-facing CommandIQ® app, and the Field Service App, the platform’s intelligent agents will drive personalization, automate workflows, and strengthen operational precision.
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Built on a robust agentic AI architecture that emphasizes trust, data, orchestration, and security, the enhanced Calix Platform provides BSPs with seamless interoperability and reliable AI outcomes. This empowers them to achieve measurable business impact and deliver more personalized, efficient services.
Each function of the Calix Agent Workforce serves a critical role. Within Marketing Automation, Engagement Cloud’s AI-powered marketing agents will help providers design personalized offers and run omnichannel campaigns that align with customer data insights. In customer service, Service Cloud agents will assist representatives by delivering context-driven responses drawn from aggregated knowledge bases, ensuring faster and more accurate troubleshooting. Subscriber interactions through CommandIQ will also evolve, with AI agents becoming the first line of support before seamlessly transitioning queries to human representatives when needed.
For operational teams, Operations Cloud agents will monitor performance, recommend optimizations, and automate diagnostics to maintain compliance and strengthen trust. Field technicians will benefit from real-time guidance via the Field Service App, improving installation accuracy and enhancing first-touch experiences for subscribers.
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Chris Lovell, chief growth officer at CLtel, emphasized the community impact of the innovation, stating, “At CLtel, the first subscriber interaction—especially during installation—has always been a defining moment. By enabling our field technicians with the Calix Agent Workforce, we will continue to deliver exceptional, efficient first-touch experiences and spend more time on what matters—building trust, supporting our subscribers, and helping keep our communities safe.”
Shane Eleniak, chief product officer at Calix, added, “The Calix Agent Workforce is central to our mission to help service providers move beyond commoditization and lead with differentiated experiences. At a time of unprecedented opportunity in broadband, Calix is delivering the kind of transformation our customers have been waiting for—simplifying their business, innovating for their subscribers, and growing their value.”
With the Calix Agent Workforce, the company sets a new standard for Customer Experience, combining human insight with AI-driven precision to help BSPs achieve smarter operations and sustainable growth in the era of intelligent connectivity.
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