Subtonomy Blog

STOCKHOLM, SWEDEN – October 15, 2025  – Subtonomy AB, a leading provider of Software as a Service (SaaS) for telecom customer service assurance, today announced it has achieved the internationally recognized ISO/IEC 27001:2022 certification. This upgrade to the latest version of the standard affirms Subtonomy’s unwavering dedication to the highest levels of information security and data protection. ISO/IEC 27001:2022 is the most current and rigorous global standard for inform

The latest 2024 and 2025 customer satisfaction reports from across the Nordics are in, and they paint a picture of a telecom market at a crossroads. While network quality and speed have become table stakes, the real battleground for customer loyalty has shifted decisively to the customer experience. The data from SKI and EPSI reveals a stark divide: some operators are pulling ahead by mastering the service experience, while others are seeing satisfaction levels drop. For Comm

The Swedish Internet Foundation's latest report, " Svenskarna och internet 2025 ," (The Swedes and the Internet), is a comprehensive look into Sweden's digital habits. For the telecommunications industry, it’s more than just a report; it's a roadmap to the modern customer's expectations and frustrations. The data reveals three critical trends that every provider must address: the unstoppable shift to third-party communication apps, the perilous gap between digital convenience

5G FWA is growing alongside the rollout of 5G across the continent, driven by the demand for faster, lower latency connectivity – particularly in France, Germany and the UK. Increased digitization and the adoption of AI and IoT is also boosting the demand for higher speed access by business customers, but both businesses and consumers are still often plagued by slow and unreliable broadband connections.

Many customers fear that GenAI will simply become another obstacle between them and an agent. In fact, research by the Harvard Business School has shown that 30-50 per cent of people are willing to wait hours for a human to respond to their problem, rather than receive an instantly generated AI response.

From reactive crisis centers to proactive relationship hubs In the past, the majority of customer support resources in telecoms were dedicated to handling inbound inquiries – whether these were complaints, requests for support, informational or educational requirements, or sales inquiries. Telecom call centers were reactive, crisis management centers, which were viewed as a cost center and whose main KPIs therefore centered around operational performance (answering calls as q

The real story behind AI-led cost-cutting in telecom customer support In a recent issue of Euromedia magazine  (May-June 2025), analyst Teresa Cottam outlined how UK telecom operator Sky aims to decrease its customer support costs by laying off 2,000 staff and replacing them with a combination of AI and outsourced workers. Sky claims this is because customers no longer wish to call customer service agents, preferring to use their app and website instead. What customers actua

A recent article by Analysys Mason highlighted the emergence of customer experience index (CEI) as a measure. Older measures of customer satisfaction (such as NPS) are limited in their accuracy and usefulness. Such methods offer static snapshots of experience which don’t relate to satisfaction, help CSPs understand what is influencing the score, or reveal what can be done to change it. The Power of CEI CEI has emerged as a more dynamic way of measuring experience that is gra

The Summer Surge: A Challenge for Mobile Networks As festival season in Europe gets underway, the role of telecoms in delivering a great...

In today’s hyper-competitive telecom market, customer experience (CX) is the battleground. Yet many support teams are held back by siloed...

SUBTONOMY , the leading vendor of precision lawful intercept request technology, has announced it will exhibit at ISS World Europe ( 3-6...

Artificial Intelligence (AI), Machine Learning (ML), Generative AI (GenAI), and Large Language Models (LLMs) represent distinct, though inte

Stockholm, Sweden - 10 am 25 February 2025  - SUBTONOMY , the world’s leading telecoms technical customer support vendor, has announced...

93% OF OPERATORS ARE ALREADY USING AI-DRIVEN CHATBOTS BUT EVOLUTION IS CONSTRAINED BY INTERNAL RESOURCES AND DATA ISSUES   Stockholm,...

Telecom industry accelerates ESG efforts to meet sustainability goals Telecom operators are increasingly focusing on environmental...

SUBTONOMY, the leading vendor of precision lawful intercept request technology, has announced it will exhibit at ISS MEA 2025.

Subtonomy combines the intelligence used in the Subtonomy Machine Learning platform with the capabilities of OpenAI’s GPT-4 to deliver more