Subtonomy Blog

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

As 2024 draws to a close, Subtonomy’s experts got together to predict the next key trends likely to shape the telecoms customer support mark

In December 2023, we predicted the top telecoms trends that would shape the market in 2024. So how did we do? 2024 telecom trend...

Subtonomy is featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how

Interactive Voice Response (IVR) systems have long been a staple of telecom customer support, designed to streamline calls and direct...