Subtonomy Blog

Welcome to the heart of innovation in telecom support — the Subtonomy Blog. This is where industry meets expertise, offering you a deep dive into the technologies and strategies that are transforming customer support and lawful intercept as we know it.

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Key takeaways for Telecoms Service providers from "Svenskarna och internet 2025"

The New Digital Frontline: Key Takeaways for Telecoms from "Svenskarna och internet 2025"

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

INSIGHTS

Oct 24 min read

An human-like robot working as a customer support agent in a call center

Will AI Replace Call Centers? The Future of Customer Support

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.

CUSTOMER SUPPORT

Sep 16 min read

Transforming Telecom Call Centers: How AI Drives Blended, Proactive Customer Service

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

CUSTOMER SUPPORT

Aug 113 min read

Multiethnic people showing diverse positive and negative emotions while posing isolated over colorful backgrounds

The Future of Telecom Customer Support: Balancing AI Efficiency with Human Empathy

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

CUSTOMER SUPPORT

Jul 213 min read