Overview
A major regional telecom provider was already using standard CPE (Customer Premises Equipment) management tools for configuration and basic monitoring, but complex troubleshooting still required too much guesswork. Support teams struggled to connect device telemetry with network performance, customer history, and in-home conditions, which led to poor first-call resolution, high “no fault found” truck roll rates, and reactive support.
TechWish addressed this challenge with a targeted AIOps solution built around ATLAS, Argus, and Merlin. The solution brought together CPE telemetry, network monitoring data, Wi-Fi insights, and ITSM context to improve diagnostic accuracy, support predictive failure modeling, and guide faster root cause analysis for complex support scenarios.
