Fixed Wireless Access & Broadband

Transform Customer Support for  

MOBILE & BROADBAND

• RESOLVE UP TO 90% OF ALL CALLS THROUGH PRO-ACTIVE SELF-SERVICE  

• SUPPORT A COMPLEX MIX OF MOBILE, COPPER, FIBRE AND FWA NETWORKS

• TRIAGE WHETHER PROBLEMS ARE DUE TO NETWORK PERFORMANCE, DEVICE OR SERVICE COMPLEXITY

• DELIVER SEAMLESS OMNICHANNEL SUPPORT ACROSS ALL CHANNELS

CONTACT

Key support challenges for Gigabit broadband

Households are one of the most promising revenue growth sectors for ISPs.  That's why they're investing billions on gigabit fiber networks – rolling them out beyond city centers and business parks into smaller towns, villages and rural areas. Gigabit fiber will help support the demand for more bandwidth, faster throughput, lower latency and symmetrical service provision. But full fiber networks will not be delivered overnight, and different areas will need different mixes of technology. The hardest to reach areas are being connected by solutions such as mobile broadband and fixed-wireless access, or a combination of fiber and mobile, or even satellite connections (LEOs).

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ISPs have to make good on their investments by retaining customers and building value. To do this they must ensure all customers get the network experience they expect, as network and service complexity increase. But with broadband being delivered over so many network types, it’s becoming far harder to support a quality network experience.

This is why a new approach is needed.

BROADBAND ACCESS NETWORKS IN SUBURBAN AREAS 

are often not dimensioned for the services now being used in the home, driving customer frustration.

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TRIAGING PROBLEMS IS CHALLENGING 

because a degradation in service could be due to the broadband network, the CPE, the in-home WiFi network, the device, service conflicts, or the application.

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VISIBILITY OF NETWORK EXPERIENCE

is usually fragmented across different systems, making the multi-technology broadband network a headache for ISPs to support.

SERVICE INNOVATION AND VOLATILITY

means it’s becoming harder to predict how services will perform on the network and how they will affect network performance.

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CUSTOMER EXPECTATIONS

are evolving fast, with customers becoming increasingly impatient about resolving network issues and unwilling to queue for support.

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NETWORK PERFORMANCE
is becoming increasingly important with the rise in home working and more demanding applications. Customers are also interested in meaningful service level guarantees to back this up.

ONE flexible tool for CSRs

Instead of struggling in multiple analytical tools, agents get everything they need to troubleshoot in a single pane of glass in real-time.

This enables ISPs to deliver hyper-personalized support to their customers – not only helping agents pinpoint the exact causes of why an individual customer’s experience is not up to their expectations, but delivering support in the channel the customer prefers. ISPs can even deliver fully automated proactive support that optimizes experience by solving problems before the customer is aware of them.

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Open APIs mean ISPs 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. 

Solve 90% of support calls with world-class self-service

9 in 10 customer inquiries are due to routine, easy-to-resolve issues that are well understood. With Subtonomy, resolution can be automated and solved proactively or via efficient and easy-to-use self-service. This addresses customers’ expectations for more digital autonomy by providing them with the ability to solve their own problems without the need to contact a CSR. A better support experience creates a virtuous circle of happier customers, increased loyalty, lower support costs, more customer interactions and higher profitability.  

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.

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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.

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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

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One of the key benefits of Subtonomy’s customer-centric Network Experience 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

Broadband assurance apps to support the household's needs

In addition to its Network Experience Platform that draws all relevant data together, Subtonomy provides two easy-to-use apps that help ISPs provide a better service to their broadband customers. SubSearch is our application for your call centre agents – enabling them to provide faster resolution of technical support problems. NocMap is our application for operational teams which gives them an overview of the entire network and helps them optimize service performance in real-time.

SubSearch transforms technical customer support

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SubSearch puts hyper-personalized, accurate and current data on network & router performance at your agents’ fingertips - boosting productivity, speeding customer interactions and delivering a better support experience. SubSearch transforms every agent into a superagent.

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• Troubleshoot at customer level in real-time

• Increase first call resolution

• Reduce handling time by 50%

• Provide easier access to network data

NocMap - customer-centric service performance 

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NocMap gives an overview of the entire network, presenting service performance in real-time. Agents can zoom in on certain areas and sites for more detailed information. Graphs highlight performance at the network and cell level, where you can drill down even further to view specific events. Operational teams are able to prioritize actions that have the most customer impact.

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• Uses Machine Learning to set automatic thresholds

• Enables service metrics to be plotted in real-time on geo-maps

• Provides intuitive analysis of problem severity & impact

• Helps operational teams to prioritize actions that have the most customer impact

Telia Sweden improves efficiency in technical customer support by 50% with SubSearch

Telenor offers faster
CX while reducing
agent workload