Centralized customer profile with personal, service, billing & device details.

Complete history of complaints, tickets, payments, interactions, notes, and touchpoints.

AI-powered sentiment and behaviour insights for proactive support.

Real-time sync with subscriber accounts and service provisioning.

One-click ticket creation from CRM, mobile app, WhatsApp, IVR or call center.

Auto-capture of issue category, priority, location, and customer device details.

Guided issue-categorization to reduce incorrect ticket assignments.

AI auto-suggests probable causes & solutions at the time of ticket creation.

Auto-routing of tickets to the right team: technical, billing, field ops, provisioning, etc.

Priority-based assignment using SLA rules.

Escalation workflows for overdue tickets.

AI-driven ticket triage to minimize human errors.

SLA templates for different ticket categories (billing, network, service, hardware).

Automatic due-date calculation and reminders.

Real-time SLA compliance dashboard for supervisors.

AI predicts SLA breach risks and alerts teams for early action.

Auto-assign tickets to technicians based on area, skills, workload & availability.

Integrated GPS map for route optimization & technician tracking.

Field technicians receive job details on mobile app.

Real-time status updates: Assigned → On the Way → Completed.

Category-wise knowledge base for faster resolution.

AI auto-suggests articles to agents and customers.

Self-service troubleshooting guides for common issues.

Reduces call volume and improves first-contact resolution rates.

Real-time tracking of ticket progress with status updates.

Attach images, videos, logs, and notes for detailed diagnosis.

Internal collaboration between teams inside one ticket.

AI ensures ticket resolution steps follow standard guidelines.

Supports complaints from WhatsApp.

Supports complaints from Email.

Supports complaints from Mobile App.

Supports complaints from Web Portal.

Supports complaints from IVR / Call Center.

Supports complaints from Retailer / LCO dashboards.

AI consolidates all channels into one unified ticketing queue.

SMS/Email/WhatsApp updates for ticket creation, progress, and closure.

Personalized messages with technician ETA and job details.

AI-based apology messages and service-correction suggestions for unhappy customers.

Identifies recurring issues by region, device, package, or network category.

Helps operators identify operational inefficiencies.

AI predicts future incidents based on historical patterns.

Generates RCA report templates with auto-filled technical insights.

Post-resolution feedback collection via SMS/WhatsApp/App.

Star rating, comments, and service quality scoring.

AI sentiment analysis to detect unhappy customers.

Automated win-back workflows for low ratings.

Track response time, resolution time, SLA adherence & customer ratings.

Leaderboard and KPI dashboards for performance comparison.

AI recommendations to improve agent efficiency.

Identification of training needs based on ticket trends.

Technician login with assigned tickets.

Navigation to customer location.

Capture photos, notes, device details, service completion proof.

Close tickets on-site with customer digital signature.

Multi-level escalation matrix for unresolved issues.

Automated triggers for escalation based on SLA deadlines.

Supervisor intervention tools for complex cases.

AI-based auto-escalation for critical or high-risk customers.

Check subscriber's billing, service activation, plan details & payment history.

Raise billing disputes directly linked to customer account.

Auto-detection of service-related issues caused by plan expiry or payment delay.

AI suggests corrective actions like plan upgrades or prepaid recharge reminders.

Ticket volume trends by time, category, region & device.

SLA compliance, agent productivity, and resolution metrics.

High-failure device or network segment identification.

AI predictive breakdowns & future workload forecasting.

Integrates call centre systems (ACD/IVR/Softphone/VoIP).

Auto-populates customer details on incoming calls (CTI Pop-up).

Logs call recordings and conversation summaries inside the ticket.

AI analyses call sentiment and urgency.

Supports simultaneous chat + call + email handling by agents.

Auto-responds to common queries with instant solutions.

Allows customers to open, track, or close tickets via WhatsApp.

AI detects intent and creates tickets automatically.

Reduces agent workload by resolving repetitive issues instantly.

Displays customer complaints on a live map.

Identifies cluster-based outages or area-specific failures.

Helps operators dispatch technicians more efficiently.

AI predicts regions likely to face issues based on patterns.

Auto-detects large-scale service outages.

Bulk ticket suppression for known issues to reduce agent load.

Sends mass alerts via SMS/WhatsApp/App.

Real-time outage dashboard for network teams.

AI estimates outage impact and recovery timelines.

Unified chronological view of all customer interactions—calls, emails, chats, tickets, payments, activations, complaints.

Eliminates the need for agents to search multiple modules.

AI highlights critical interactions or red flags in the timeline.

Special routing rules for VIP and corporate customers.

Faster SLA timelines and auto-escalations for premium accounts.

Dedicated agent or relationship manager allocation.

AI identifies high-value customers needing urgent attention.

Tracks technician availability, skill sets, and geographic zones.

Suggests the best technician for each case using AI.

Balances load to avoid overbooking or long delays.

Improves first-visit resolution rates and reduces operational costs.

Tracks device warranties (STB, ONT, Router, Accessories).

Auto-validates if a repair or replacement is under warranty.

Manages AMC contracts and service eligibility.

AI predicts upcoming warranty expiries and sends reminders.

Auto-creates tickets when network alarms or faults occur.

Links NOC alerts with CRM tickets for faster diagnosis.

Real-time sync between CRM & monitoring dashboards.

AI correlates network issues with customer complaints.

Manage goodwill gestures: discounts, service credits, coupons.

Auto-apply compensation based on SLA breach or outage.

AI suggests the right compensation to retain dissatisfied customers.

Tracks compensation history to avoid misuse.

Full audit trail for every ticket edit, status change, and assignment.

Access control and approval workflows for sensitive tickets.

Automatically generates compliance-ready reports.

AI flags suspicious modifications or unauthorized access.

Auto-generates tickets based on device health, network metrics, or error logs.

Reduces downtime by proactively identifying faults.

AI predicts which devices or areas are likely to fail soon.

Moves operators from reactive → proactive customer service.

Allows billing, technical, provisioning, and field teams to collaborate inside one ticket.

Attach internal notes, documents, or diagnostic results.

Eliminates siloed communication and speeds up resolution.

AI detects internal bottlenecks and suggests improvements.

Access tickets, customer profiles, and service history on the go.

Real-time notifications for new or escalated tickets.

Speech-to-text notes for faster documentation.

Offline mode for low-connectivity regions.

AI assistant to help agents with troubleshooting steps.

Real-time sentiment scoring for each interaction.

Predicts customer frustration before they complain again.

Helps agents personalise communication tone and priority.

Reduces churn by intervening before dissatisfaction escalates.