Careers at ARRIS
ARRIS’s mission is to collaborate with customers to invent the future of entertainment and communications.
ARRIS International is a provider of communications and entertainment technology. The company operates two reportable business segments:
- Network & Cloud – Includes infrastructure products (video infrastructure solutions, access and transport solutions, and CMTS/CCAP equipment), cloud solutions (software, network management, and workforce management products/services), and global services (professional services, technical support, and systems integration capabilities)
- Customer Premises Equipment – Includes set-top boxes, gateways, DSL and cable modems, and E-MTA and voice/data modems
In 1991, communications equipment-maker Anixter established a subsidiary called ANTEC that distributed cable TV equipment. In 1993 ANTEC went public, enabling it to finance three acquisitions (Electronic System Products, Power Guard, and Keptel) that expanded its portfolio to products for the broadband, Internet-access market. The confidence ANTEC gained from its new capabilities motivated it to partner with Nortel Networks to form a joint venture called Arris Interactive in 1995.
Arris Interactive’s purpose was to build products that could deliver phone and data services over HFC cable. 2001 saw the formation of Arris Group, a holding company for Arris Interactive, ANTEC, and LAN-city, which combined controlled 70% of the worldwide telephony industry. Afterwards, ANTEC merged with a subsidiary of Arris Group. Arris Group generated revenues of $747 million in 2001. In 2016 Arris Group became a subsidiary of a new holding company, ARRIS International.
Business model of ARRIS
ARRIS has a niche market business model, with a specialized customer segment. The company targets its offerings at cable and telecommunications video service providers, particularly those that are facilities-based and multi-channel. Its two largest customers, Comcast and Time Warner Cable, represented a third of business in 2015, accounting for 21% and 14.3% of revenues, respectively.
ARRIS offers two primary value propositions: innovation and brand/status.
The company has placed a strong emphasis on innovation throughout its history. It has accomplished many industry firsts, which include the following:
- First MPEG-4 and MPEG-2 digital ad insertion
- First to demonstrate HEVC compression system
- First HD set-top with DVR
- First wireless broadband gateway
- First whole-home video gateway
- First operational all-digital HDTV system
- Pioneered broadband data & voice over IP
- Pioneered security and DRM
The company has established a strong brand as a result of its performance. Between 2003 and 2012 it experienced a compound annual growth rate (CAGR) of 13.47%, and growth has been strong since. It maintains a direct presence in more than 30 countries and a channel presence in more than 85 countries. It has many prominent customers, including Comcast, Cox Communications, Time Warner Cable, Verizon, and Virgin Media. Lastly, it has been recognized with 14 technical Emmy Awards.
ARRIS’s main channel is its direct sales force, which operates worldwide. It also partners with value-added resellers, channel partners, and sales representatives to extend its presence into markets where it does not have established offices. The company promotes its offerings through its website, social media pages, advertising, sponsorships, and attendance of trade shows and conferences.
ARRIS’s customer relationship is primarily of a personal assistance nature. The company assists customers in the following ways:
Customer Service – ARRIS provides phone, e-mail, and live chat support
Training Services – ARRIS provides instructor-led training classes online and on client sites; it also offers a DOCSIS CMTS Operator Certification program so clients can ensure their employees are highly knowledgeable in DOSCIS technology and the usage of ARRIS CMTS products
Day 2 Support Services – ARRIS provides a variety of services to help clients immediately after they have completed product deployment. They include the following:
- Performance Improvement Programs – ARRIS maintains the “Baseline Service” that offers regular maintenance of implemented systems and the “Advanced Service” that uses analytics to evaluate system health and recommend ways to enhance it
- Mentoring Programs – ARRIS works with clients to develop product experts among their staff by pairing employees with category specialists for a lengthy time; e-mail, phone, and on-site formats are available
- Staff Augmentation Services – ARRIS provides support services for activities requiring specialized expertise that cannot be handled by existing staff; specific areas include hub maintenance, wiring, DC powering, Wi-Fi engineering, and CER/CMTS troubleshooting
- Engineering Assistance – ARRIS has experts who offer engineering support remotely for services outside the standard support agreement in operational areas such as design and configuration
Professional Services – ARRIS provides long-term support services from professionals that include the following:
- Systems Integration & Consulting – ARRIS has experts who can provide technology evolution, network planning, and business process improvement consulting services
- Service Provider Wi-Fi – ARRIS provides assistance for every phase of deployment and engineering of Wi-Fi networks
- Outsourcing – ARRIS provides managed services and strategic outsourcing capabilities
- Lab Services – ARRIS has validation engineers who can assist with introductions and migrations of new equipment to clients’ networks
Despite this orientation, there is a self-service component. The company’s website features a “Resources” section that includes white papers, data sheets, infographics, and videos. It also has a section that provides answers to frequently asked questions. Lastly, its training program includes a selection of self-paced virtual classes.
ARRIS’s business model entails offering services and designing, developing, and manufacturing products for its customers. The company maintains manufacturing facilities in Taipei, Taiwan; Manaus, Brazil; and Tijuana, Mexico. It also utilizes third-party contract firms in some cases, who are located in the United States, China, Brazil, Thailand, Mexico, Malaysia, and South Africa.
ARRIS maintains the Channel Program, in which it works with value-added resellers globally who purchase and sell its products so it can expand its customer base and provide more localized service. The company evaluates a variety of criteria for selection that includes revenues, number of employees trained and certified in use of ARRIS products, and quality of customer support. Companies that are chosen receive a number of benefits, including access to an online portal featuring updated sales, marketing, and technical documents; an online co-branding marketing tool; a technical training course calendar; and a Channel Identifier Logo to indicate program membership.
ARRIS’s main resource is its staff of over 1,100 technical professionals with significant data, video, and IP networking experience. In addition, the company places a high priority on its intellectual property, with 2,340 issued and 1,282 pending U.S. and foreign patents as of January 2016.
ARRIS has a value-driven structure, aiming to provide a premium proposition through significant personal service and regular product/service enhancements. Its biggest cost driver is cost of sales, a variable expense. Other major drivers are in the areas of research and development, sales/marketing, and administration, all fixed costs.
ARRIS has two revenue streams:
Product Revenues - Revenues generated through sales of equipment
Service Revenues – Revenues generated through sales of custom design/installation and other services (training, consulting, etc.)
info: Robert earned a Bachelor’s degree in Mechanical Engineering from Clemson University and a Master’s degree in Industrial Engineering from North Carolina State University. He previously served as President and CEO of Arris Interactive.
info: David earned a Bachelor of Commerce degree from Lakehead University. He previously served as CFO of Arris Interactive and held several executive roles at Nortel Networks, including VP and CFO of Bell Northern Research.
info: Phil earned a Bachelor’s Degree in Accounting from Glasgow Caledonian University and an MBA from the University of Florida. He previously served as VP, Customer Support and SVP of Business Operations at Pace PLC.
info: Ronald earned a Bachelor’s degree in Business Administration and Marketing from Auburn University. He previously served as SVP International of TSX Tesxcan and Director of Marketing for Westcott Communications.
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