The client had significant challenges managing their network operations manually. The current support ecosystem was not providing actionable intelligence and insights to handle operational complexities that came with the growing scale of their business. The gaps included growing ticket volume, disjointed processes, lack of analytics for CX management, network outages, SLA compliance issues, no support ecosystem (such as sales, product support, out of warranty, RMA, cross-selling, and extended support), and incident management issues.

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