Satellite outside a house in a rural area.

MOBILE BROADBAND & FWA TECH SUPPORTSOLUTIONS

Welcome to the Gigabit Society

The huge upsurge in demand that broadband networks are facing isn’t a short-term effect. As households’ appetite for bandwidth grows, so does their dependence and their expectations. Speed matters in the Gigabit Society, but reliability matters even more.

When things go wrong, customers expect to be kept informed, and for their broadband provider to locate and fix the problem quickly and efficiently. With Subtonomy you can:

Resolve up to 90% of all support calls through pro-active self-service
Support a complex mix of mobile, copper, fiber and FWA networks
Triage whether problems are due to network performance, device or service complexity
Deliver seamless omnichannel support across all channels

Subtonomy helps simplify troubleshooting
for converged and complex
broadband networks, reducing call handling
times and boosting first call resolution.

Fixed Wireless Access - Transforms the business of providing broadband

Subtonomy empowers CSPs to transform the way they provide and support broadband services. Our customer-centric support solution unifies network performance data from any type of broadband or mobile network to deliver a real-time, personalized picture of individual household’s broadband experience. This insight is simultaneously delivered to call center agents, self-service and digital channels (including chatbots) - delivering omnichannel customer support and speeding time-to-resolution.

Level up your customer service
agent experience

With new challenges like distributed workforces, increased customer expectations for 24/7 connectivity and availability, the role of customer service agents is more important – and more complex – than ever.

With Subtonomy APIs, CSPs don’t have to change existing CS tools, but can easily integrate Subtonomy’s applications into Salesforce, Pega, ServiceNow and others to quickly the omnichannel support they need.

ONE Connected Agent Desktop

The changing landscape of customer interactions is making the job as support agent more complex than ever before. Empower your agents by giving them a connected desktop and provide them with all needed customer-centric service data in ONE single tool.

Share network data across to agents and customers

Act on your large amounts of rich service data that's not used in Customer Support today. The data is collected in an aggregated customer-view and empowers the agents to identify if, and what trouble, the individual customer is experience and how to resolve it.

Self-service dominant mindset

Feed your conversational AI agents, chatbots, self-service, apps and other digital channels with the same accurate, transparent and timely data your agents receive. At least 90% of all tech issues including both mobile and broadband can be resolved in non-assisted channels.

Business & service outcomes

24/7 SUPPORT

Subtonomy enables you to provide round-the-clock support by empowering your digital channels, self-service and chatbots to support customers out of hours.

PERSONALIZED EXPERIENCE

ISPs can deliver true omnichannel support, ensuring their customers have an efficient, personalized and seamless support experience whichever combination of channels they choose - proactively notifying them of any problems and keeping them updated as the problem is resolved.

COST EFFICIENT

The cost of supporting customers is reduced by giving them the tools and data they need to solve their own problems via smarter self-service. Not only is this cheaper, but it gives customers the digital autonomy they expect.

ENHANCED SLAs

Subtonomy supports new revenue opportunities by enabling ISPs to deliver a premium network experience and offer enhanced service-level guarantees designed for homeworkers, gamers or other customer groups.

Machine Learning & Automation

One of the key benefits of Subtonomy’s customer-centric Platform is that it can collect data from anywhere – including CPE, passive probes, BSS, OSS, cells, speed tests, weather reports, CRM and device data.

Once the data is pulled together, Subtonomy mediates it to create actionable insights. All data is processed and presented into our applications in real-time, which means your CSRs are instantly empowered to identify service degradations and triage customer inquiries. At the same time, network operations can spring into action to fix trouble tickets, and prioritize their work orders according to what will have the biggest customer impact.

Machine Learning is used to pinpoint service performance anomalies in real-time and flag up where KPIs are being impacted. Predictive analytics identify which customers are likely to be affected now and in the future so that proactive actions can be taken to minimize the impact