Rapid technological evolution, intense competition, shifting consumer expectations and the rollout of advanced technologies like 5G, AI, and cloud computing has created opportunities but also exposed gaps in legacy infrastructure, leading to costly modernization efforts.
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Fragmented Systems Across Departments
- OSS (Operational Support Systems), CRM (Customer Relationship Management), BSS (Business Support Systems) and Call Center Software often operate in silos
- Manual data transfers lead to errors and delays in customer service
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Overwhelmed Support Service Desks
- High volumes of common questions, access issues, and device support requests strain Support teams
- Long resolution times frustrate customers
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Inconsistent Service Delivery
- Customers face delays in setting up services, resolving issues, and reporting outages
- Lack of visibility into request status causes confusion
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Limited After-Hours Support
- Many institutions lack 24/7 support, leaving customers without help during critical times
Multiple platforms like Customer Relationship Management, Customer Support Ticketing, Business Support Systems, Operational Support Systems, and Engineering Systems that don't natively communicate, leading to manual data entry, delays, and errors.
iPaaS connects on-premise and cloud applications without custom code, enables real time data flow between departments, and reduces manual data entry to ensure more accurate and timely results.
Older systems can have compatibility issues with newer technologies, hampering innovation
Use iPaaS to integrate legacy systems with modern applications, by bridging the communications gap between systems, and rejuvinate your business.
Becoming more difficult to find and attract critical talent
Upskill existing workforce through targeted training. Use Skilled consulting firms to augment and train your team.
Repetitive task cost too much time and money on work that could be automated, which impacts profitability.
Adopt and implement automated workflows, integrations and AI powered analytics to reduce manual intervention, cut costs, and improve accuracy and efficiency.
Customers frequently need help with connectivity, billing, activation, and tech issues — especially after hours. Human agents can’t scale to meet demand consistently
Conversational AI deflects repetitive tickets using natural language understanding and guided flows. It operates 24/7, handling FAQs, routing complex issues to ITSM, and triggering iPaaS workflows.