Calix, Inc., has announced the Calix Agent Workforce on its next-generation Broadband Platform, designed to pioneer secure and trusted human-AI collaboration for broadband service providers (BSPs). This evolution integrates an agentic workforce within Calix Cloud to revolutionize core business functions, including marketing, customer service, operations, and field technicians. By augmenting capacity at an unprecedented scale, the new capabilities are built to help BSPs of any size simplify their operations, enhance subscriber experiences, and increase their business value in the AI era.
Calix launched the Calix Agent Workforce on its next-generation Broadband Platform and Calix Cloud.
The solution uses agentic AI to transform five core areas: marketing, customer service, operations, subscriber communications, and field technicians.
The system is designed to support secure, trusted human-AI collaboration, acting as a force multiplier for BSP teams.
AI-powered agents will be embedded across Calix Service Cloud, Engagement Cloud, Operations Cloud, CommandIQ, and the Field Service App.
The architecture is built on a modern framework that prioritizes data, knowledge, orchestration, trust, and security.
CLtel, a customer, confirms the value, noting the ability to deliver exceptional first-touch experiences and build trust.
The introduction of the Calix Agent Workforce is the result of 14 years of Calix building deep expertise in BSP business models, refined through continuous customer collaboration. This new, large-scale deployment of secure AI is timed to help BSPs, who are facing intense market pressures, build lasting value propositions centered on differentiated subscriber experiences, moving beyond commoditization.
The next generation of the Calix Platform is founded on a modern agentic AI architecture that incorporates data, knowledge, orchestration, trust, and security. These elements provide the foundational capabilities and interoperability necessary for BSPs to confidently transform their operations and achieve reliable, trustworthy AI outcomes.
Shane Eleniak, chief product officer at Calix, summarized the mission:
“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.”
The next-generation Calix Platform empowers BSPs to securely activate and integrate AI agents across their entire business ecosystem, dramatically expanding workforce capacity:
Marketing: With Engagement Cloud, AI-powered marketing agents simplify the interface, expand segmentation, and apply advanced intelligence to generate personalized subscriber offers. These agents analyze data and segment audiences to quickly launch high-impact, omnichannel campaigns for acquisition and service guidance.
Customer service: Within Service Cloud, AI-powered service agents augment customer service representatives (CSRs). When queried, agents draw from an aggregated knowledge base to deliver contextual answers, enhancing troubleshooting and accelerating time to resolution.
Subscriber communications: The CommandIQ mobile app will integrate AI-powered subscriber agents to manage direct subscriber interactions, whether through calls or in-app chat. These agents serve as the initial line of support and seamlessly hand off complex issues to a CSR when necessary.
Operations: Using Operations Cloud, AI-powered operations agents collaborate with experienced teams to monitor performance, suggest context-specific optimizations, and automate troubleshooting. This boosts productivity, improves efficiency, and enforces actions that follow business rules, compliance, and best practices.
Field technicians: The Field Service App utilizes AI-powered service agents to automate diagnostics, streamline troubleshooting, and optimize installations in real time. This augmentation provides field teams with actionable insights and automated workflows, resulting in faster, more accurate installations and elevated subscriber onboarding.
Chris Lovell, chief growth officer at CLtel, praised the impact of the new agent-driven capabilities:
“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. As AI elevates the role and responsibility of our teams, it is inspiring future technology leaders to join us in delivering lasting, positive impact to our communities.”
Calix, Inc.—Calix is an agentic AI cloud and appliance-based platform and managed services company. Communications service providers leverage the Calix agentic platform and managed services to simplify operations, engagement, and service, innovate for their consumer, business, and municipal subscribers, and grow their value for members, investors, and the communities they serve. Our end-to-end agentic AI platform and managed services democratize the use of data enabling our customers of any size to operate efficiently, acquire subscribers, and deliver exceptional experiences. Calix is dedicated to driving continuous improvement in partnership with our growing ecosystem to support the transformation of our customers and their communities.
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