Chariton Valley Telephone has adopted Calix Agent Workforce Cloud to automate routine work as the Macon-based cooperative faces growing fiber and satellite competition, according to a Sept. 24 announcement.
Calix Inc. said the cooperative, headquartered in Macon, will use the software on the Calix One platform. Chariton Valley published the announcement under its CV News section. The cooperative serves homes, businesses, and community customers over a fiber network, according to its website.
Ryan Johnson, Chariton Valley's president and chief executive officer, said in the statement that the cooperative's work centers on what it calls the Ideal Customer Experience.
"Sales and support may have the first touch with a subscriber, but our technicians and installers often have the last touch," Johnson said. "They leave the lasting impression. As competition grows, those moments matter more than ever."
With Calix systems already in use, Chariton Valley has achieved an 88 Net Promoter Score while reducing operating costs by nearly $500,000 year to date, the announcement said. Those figures are company claims in the release and have not been independently confirmed by Chariton Media for this story.
The cooperative also said it has accelerated subscriber activation by 80%, shortened mean time to repair by more than three hours in two years, and resolved nearly 65% of service tickets remotely. The announcement tied those gains to keeping service quality up as the subscriber base grows, the fiber network expands, and Chariton Valley adds residential, business, and community customers.
The announcement said Agent Workforce can automate routine work, surface information in real time, and determine when action is needed across the business. Chariton Valley is already using Calix One cloud tools to produce weekly reports that flag possible service issues and connect network data to subscriber accounts, according to the announcement. New AI-powered workflows are intended to leave technicians more time for installations and same-day repairs and free other staff for subscriber and community work, the release said.
Chariton Valley and Calix described a partnership of about 15 years. The announcement framed the Agent Workforce move against rising competition in rural markets from new fiber providers and satellite alternatives.
John Durocher, Calix's chief operations officer, said in the same release that Chariton Valley has used measurement and continuous improvement to spot issues sooner and respond faster.
"With secure agentic workflows on Calix One, Chariton Valley can extend that discipline across the business, helping employees better prioritize work and focus more of their time on the subscribers and communities they serve," Durocher said.
The Chronicle previously covered Chariton Valley's recognition of Bevier as a Smart Rural Community for fiber broadband use, announced in late August from a Chariton Valley release.
Chariton Valley's corporate office is listed at 1213 E. Briggs Drive in Macon.