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Fixed Wireless Access & Broadband

SOLUTIONS FOR MOBILE & BROADBAND TECH SUPPORT

  • 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

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.

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BENEFITS

Transforming the business of providing broadband

Subtonomy empowers ISPs to transform the way they provide and support broadband services. Our customer-centric Network Experience Platform 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.

Subtonomy helps simplify troubleshooting

for converged and complex

broadband networks, reducing call handling

times and boosting first call resolution.

 

Our applications help ISPs monitor their broadband experience, ensuring they can offer differentiated service levels backed by meaningful guarantees; quickly diagnose and fix any problems; and launch innovative offers such as automated smart home management services.

One single &  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 customer-centric holistic support – 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.

With Subtonomy APIs, 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. 

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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.  

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.

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.

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.

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 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