SC deploys Calix One AI platform to accelerate growth
SC expands its two-decade partnership with Calix by deploying the Calix Agent Workforce Cloud on the Calix One platform. The initiative targets growth through AI-driven subscriber engagement and operational efficiency. SC reports a 90 NPS, zero call center churn, and a 3% ARPU increase following its use of Calix systems.
*this image is generated using AI for illustrative purposes only.
SC is deploying the Calix Agent Workforce Cloud on the AI-native Calix One platform to accelerate growth and reduce operating expenses. The telecommunications provider, serving rural Kansas and Oklahoma since 1953, is expanding a more than 20-year partnership with Calix to integrate agentic-driven workflows. This strategic shift aims to enhance personalized subscriber engagement, improve segmentation, and deliver consistent experiences at scale.
The company has reported strong operational metrics from its existing use of the Calix platform. SC achieved a full return on its cloud investment in four months. It maintains zero call center churn with 100 percent support staff retention. The Net Promoter Score (NPS) rose to 90 from 79 in two years. Average revenue per user increased by 3 percent in six months, achieved without adding operational overhead.
Strategic Implementation
SC leadership is utilizing the Calix Success team and the Calix AI Leadership Playbook to guide the organization-wide adoption of agentic capabilities. The initiative focuses on enabling human-AI collaboration to drive efficiency and strengthen subscriber relationships. The transition is designed to manage operating expenses, allowing reinvestment into community expansion.
Operational Metrics
| Metric | Value |
|---|---|
| Net Promoter Score | 90 |
| Previous NPS (2 years prior) | 79 |
| Call center churn | 0% |
| Support staff retention | 100% |
| ARPU increase | 3% (in 6 months) |
| Cloud investment ROI | 4 months |
Carla Shearer, chief executive officer and general manager at SC, stated that the partnership has built a sustainable operation reflected in the 90 NPS and no staff turnover. She emphasized that the Calix vision aligns with delivering personal, responsive service while managing OPEX to reinvest in communities.
Michael Weening, president and chief executive officer at Calix, noted that the platform has evolved since November 2023 to integrate AI natively within provider workflows. He highlighted that SC has built a business driving loyalty and growth, and Calix aims to support their continued success in competing across markets.
How will the reinvestment of saved operating expenses specifically impact SC's infrastructure expansion in rural Kansas and Oklahoma?
Can the 3% ARPU increase and 90 NPS be sustained as the company scales agentic workflows across the entire subscriber base?
What competitive threats does SC face that necessitated the shift to an AI-native platform to maintain market share?
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