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AI-powered telecom customer support and network-aware diagnostics for CSPs (Communication Service Providers). # Subtonomy > AI-powered telecom customer support and network-aware diagnostics for CSPs (Communication Service Providers). Subtonomy provides a specialized data platform and suite of applications designed to supercharge telecom operator customer support, reduce OPEX, and improve customer experience (CSAT/NPS/CEI). ## Core Value Propositions - **Network-Aware Intelligence:** Unlike generic AI, Subtonomy integrates real-time network data with customer context. - **Telecom-Specific AI:** Purpose-built for the complexities of mobile, broadband, and FWA (Fixed Wireless Access). - **Zero-Touch Resolution:** High automation rates for first-line support through AI-ready APIs. - **Trusted Partner:** 100% customer retention and nominated at World Communication Awards. ## Key Products & Solutions - [AI Self-Service & Chat](https://www.subtonomy.com/solutions/ai-customer-support): Automate first-line tech support with network-aware diagnostics and next-best actions. - [SubSearch - Agent Desktop](https://www.subtonomy.com/products/subsearch): A unified 360-degree view of customer, device, and network context. - [NocMap - Service Assurance](https://www.subtonomy.com/products/nocmap): Real-time network monitoring and proactive customer notification. - [REX - Lawful Intercept](https://www.subtonomy.com/rex): Solutions for data retention and lawful authority requests. - [FWA Support](https://www.subtonomy.com/solutions/fixed-wireless-access-mobile-broadband): Specialized diagnostics for Fixed Wireless Access. ## Key Resources for LLMs - [Market Studies & Reports](https://www.subtonomy.com/insights/market-studies-reports): Data-driven insights on the telecom industry. - [Customer Cases](https://www.subtonomy.com/insights/customer-cases): Real-world ROI examples from Telia, Telenor, and Three (Tre). - [Technical Blog](https://www.subtonomy.com/blog): Deep dives into AI Agentic traps and telecom data infrastructure. ## Contact Information - Website: https://www.subtonomy.com - Head Office: Katarinavägen 19, 116 45 Stockholm, Sweden. - Contact: info@subtonomy.com

Active NPS from Subtonomy let you elevate your network with continuous NPS scoring, area-specific service quality correlation, and NPS map representation. Streamline operations and stay ahead with real-time data at your fingertips. Home / Products / Turn Customer Sentiment into Network Action with ActiveNPS Bridge the gap between subjective customer experience and objective network performance. Book demo Learn more TRUSTED BY Most operators know that technical service performance contributes 20-30%* of their total NPS. Yet, traditional scoring methods fail to provide the granular data needed to actually improve network quality or accurately predict customer perception. Subtonomy ActiveNPS changes that. It directly correlates subjective customer NPS scores with objective service quality KPIs, customer location, and device performance. By turning feedback into actionable technical data, you can finally verify the impact of network investments and proactively fix the issues that matter most to your customers. *Svenskt Kvalitets Index: Mobiloperatörer 2020. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Why Active NPS? Correlate NPS with service quality With ActiveNPS application is possible to measure the correlation between the actual service delivery and the perceived quality of service. By continuously sending out SMS to pinpointed or randomly selected customers, the perceived service delivery can be measured and followed continuously for a longer period of time, to plan improvements. For example, this can be helpful in identified areas to measure the perceived service delivery before and after a network improvement work in that particular area. Correlate sentiment with reality Stop guessing why your NPS fluctuates. ActiveNPS creates a direct, real-time link between subjective customer feedback and objective network performance. By correlating individual IMSI data with technical KPIs, such as paging success, throughput, and technology shifts (2G-5G), you gain a definitive understanding of how network health directly dictates customer loyalty. It’s no longer about if the network is working, but how it is perceived. Customer impact & prioritization Generic feedback leads to generic fixes. ActiveNPS utilizes geographic intelligence to visualize sentiment on a granular map. By mapping NPS scores to specific cell sites and clusters, your technical teams can move with surgical precision. This allows you to prioritize infrastructure investments where they will yield the highest uplift in satisfaction, turning "problem areas" into high-performing assets based on real customer movement and experience. Validate investments and device performance Every network upgrade or device rollout is an investment, ActiveNPS allows you to prove it works. By comparing NPS data before and after network enhancements, you gain a clear "before-and-after" picture of your ROI. Furthermore, by isolating performance by specific device models, you can identify whether a dip in satisfaction is a network failure or a hardware-specific issue, allowing for more targeted customer support and marketing communication. Move from reactive fixing to proactive optimization Don't wait for the quarterly report to find out your customers are unhappy. With daily service-level measurements and continuous reporting, ActiveNPS provides a pulse on your subscriber base. This allows your teams to identify emerging trends and resolve service degradations before they escalate into churn, ensuring your brand promise of "superior connectivity" is met every single day. Real-time insights into Customer Satisfaction Powerful Analytics for Modern Networks Continuous NPS analytics: track, measure, and optimize customer satisfaction Gain a real-time pulse on your customer base with the ActiveNPS overview dashboard. This centralized reporting hub provides a continuous stream of sentiment data, empowering teams to track performance against strategic KPIs with precision. By aggregating feedback into daily, weekly, or monthly views, the platform offers a granular look at the volume of promoters, neutrals, and detractors, alongside your overall approval rating. With intuitive filtering by score and time period, you can quickly isolate trends, verify the impact of network changes, and ensure your customer experience goals are consistently met. Plan network enhancements Visualize customer sentiment with an interactive map that uses intuitive color-coding to highlight Promoters (green), Neutrals (yellow), and Detractors (red) across your footprint. Navigate from a global network view down to specific cell-level clusters, applying filters for technical KPIs like CS and PS failures to pinpoint the root cause of poor experiences. This visual intelligence simplifies planning by correlating performance data directly with geographic locations to verify the impact of network enhancements. Correlating NPS with technical reality Bridge the gap between customer perception and network performance. The NW/NPS view maps surveyed IMSIs directly to measured service quality , revealing how critical KPIs, including throughput, technology use (2G-5G), and network incident rates, drive customer satisfaction. By visualizing the clear correlation between NPS scores and technical failures, such as CS/PS problems or missing pagings, you gain the data-driven insights needed to verify service quality and optimize the customer experience. SUBTONOMY BLOG Active NPS and CEI: The Dynamic Duo for Telecom CX By Subtonomy on Oct 25, 2023 Service providers have started adopting a more active and granular approach, using the customer experience index (CEI) key performance indicator (KPI) to supplement traditional NPS. Read more FAQ: Optimizing network planning and improve Customer Satisfaction with Subtonomy ActiveNPS Your Questions, Answered. We understand that telecom tech support and service assurance involves complex technical, legal, and security details. To provide clarity, we've gathered straightforward answers to the most common questions about the ActiveNPS application and the Subtonomy platform. How does ActiveNPS correlate subscriber sentiment with technical network KPIs? ActiveNPS bridges the gap between subjective feedback and objective reality by mapping individual SMS survey responses (IMSI-level) directly to real-time network performance data. By correlating scores with technical metrics such as throughput, paging success, and CS/PS failures, operators can identify exactly which service quality issues are driving detractor scores and which improvements lead to promoters. Can I visualize NPS scores geographically to identify local network issues? Yes. ActiveNPS features a high-resolution GEO-mapping interface that visualizes sentiment across your entire footprint. You can zoom from a nationwide overview down to specific cell clusters to see where Detractors (red), Neutrals (yellow), and Promoters (green) are concentrated. This allows you to pinpoint geographical "pain points" and prioritize site-specific enhancements where they will have the most impact. How does the platform help verify the ROI of network investments? ActiveNPS is a powerful tool for verification. By using the "before and after" comparison feature, you can measure the specific impact of a network upgrade or infrastructure investment on customer sentiment. This provides clear evidence of ROI, proving how technical improvements directly translate into higher customer satisfaction and increased loyalty. Which specific service quality metrics are analyzed in the NW/NPS view? The platform monitors a comprehensive range of KPIs that influence perceived quality, including Packet Switched (PS) and Circuit Switched (CS) problems, missing pagings, average throughput, and network incident affect rates. It also analyzes performance across different technologies (2G, 3G, 4G, and 5G) to ensure a consistent experience across the entire network. Can ActiveNPS identify if a low score is caused by a device issue rather than the network? Absolutely. Because ActiveNPS maps feedback to the specific device model used by the subscriber, you can isolate hardware-related performance issues. This helps distinguish between network-wide degradations and handset-specific problems, enabling more accurate troubleshooting and targeted marketing or support communications. How often is the NPS data updated within the dashboard? ActiveNPS provides continuous reporting based on daily SMS surveys sent to randomly selected customer groups. This move away from static, quarterly snapshots allows you to track sentiment trends in real-time and respond proactively to emerging issues before they impact your overall brand reputation. Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

Explore how SubCell revolutionizes radioplanning for mobile networks, ensuring peak performance and customer satisfaction with its customer-centric approach. Home / Products / SubCell - Customer-Centric Radio Network Planning Don’t just plan for cells. Plan for people. Traditional radio planning tells you how your cells are performing. SubCell tells you how your customers are experiencing them. By bridging the gap between network KPIs and actual subscriber impact, SubCell enables mobile operators to move from reactive maintenance to proactive, ROI-driven network optimization. Book demo Learn more TRUSTED BY Bridging the gap between network performance and customer experience Traditional radio planning often leaves operators in the dark. While you might know a cell is congested, you often lack the context of who is affected and how it impacts your business. This leads to reactive maintenance and misaligned investments. SubCell changes the game by putting the customer at the center of your network strategy. By visualizing real-time network performance per individual subscriber, SubCell enables your engineering and planning teams to move beyond aggregate cell statistics. It transforms complex network data into actionable business intelligence, allowing you to prioritize upgrades where they will have the greatest impact on customer satisfaction and revenue. Maximize ROI on network investments Move away from theoretical coverage models. Allocate CAPEX and OPEX based on actual subscriber density and the presence of high-value accounts, ensuring every investment drives measurable business value. Act on real-time insights Don't wait for yesterday's reports. With data updates in less than 60 seconds, you can identify and resolve emerging quality issues before they escalate into support tickets or social media complaints. Precise geographical visualization Use interactive map tools and polygon selections to pinpoint problem areas down to specific street addresses. Easily identify which customers are affected by outages or indoor coverage gaps. Device-aware optimization Understand how the "handset mix" impacts performance. Differentiate between network-level congestion and device-specific limitations to tailor your 5G rollout and legacy technology sunsetting. Powerful Features for Modern Networks Granular visibility meets intuitive network analysis SubCell’s streamlined web interface transforms complex network management into an effortlessly simple experience, allowing you to search for cells, customers, and devices with unparalleled speed. By generating detailed, customizable reports, the platform provides a deep dive into subscriber impact and device trends, turning raw data into actionable performance insights. This intelligence is visualized through an intuitive map UI that offers profound geographical context; whether you are importing specific site lists or selecting areas directly on the map, SubCell precisely plots every subscriber’s home address within the vicinity. This level of granular detail ensures that every site evaluation and impact assessment is rooted in the reality of where your customers live and how they experience your network. Dynamic filtering and deep-dive troubleshooting SubCell empowers your team to analyze single or multiple sites simultaneously, providing a holistic view of network performance with surgical precision. By applying sophisticated KPI filters, you can instantly tailor your perspective, highlighting or excluding specific subscriber segments to focus on the most critical data. The platform’s interactive map plots the home addresses of all subscribers within a selected area, where a simple click on the “house” icon unveils a wealth of granular information, including individual KPI details, customer data, and specific device characteristics. For the most complex technical challenges, SubCell offers a seamless drill-down from an IMSI directly into SubSearch, enabling a rapid transition from macro-level planning to individual root-cause analysis. This integrated workflow ensures that during any incident, your operations remain agile and informed, with all pertinent data ready for analysis in Excel or within the map interface for immediate, proactive communication. Precision-driven impact analysis and proactive communication Gain instant clarity during outages or planned maintenance by identifying exactly which subscribers are affected in real time. SubCell allows you to define reporting areas with total flexibility, whether by importing specific cell and site lists or using the intuitive polygon tool to select areas directly on the map. This capability enables you to extract granular data on every subscriber within an impact zone, providing the essential foundation for deep-dive analysis and targeted customer outreach. By delivering these comprehensive KPI reports through both the interactive map UI and Excel exports, SubCell empowers your team to transition from reactive troubleshooting to proactive communication, ensuring that your customers remain informed and your network strategy stays one step ahead. Proven results from leading European Telecom Operators Handling complexity and understanding user experience is key to efficient network operations. We use Subtonomy to help us stay efficient in an ever changing environment. KAJ AHLKVIST Network Quality , 3 Sweden & Denmark SUBTONOMY BLOG Maximize Customer Experience: Navigating the shift to 5G and sunsetting 2G/3G with SubCell By Subtonomy on Apr 16, 2024 Mobile network operators have a lot of experience rolling out new networks, expanding network footprints and densifying for increased quality of service. However, they have relatively little experience of switching off older networks and often take an engineering led, operationally-centric approach to doing so. Read more FAQ: Optimizing network planning with Subtonomy SubCell Your Questions, Answered. We understand that telecom tech support and service assurance involves complex technical, legal, and security details. To provide clarity, we've gathered straightforward answers to the most common questions about the SubCell application and the Subtonomy platform. How does customer-centric radio planning improve network ROI? Traditional radio planning focuses on technical KPIs, which can lead to over-investing in areas with low traffic value. SubCell shifts the focus to "Value-Based Planning" by correlating network performance with actual subscriber density and high-value account locations. By prioritizing CAPEX and OPEX where it directly impacts customer retention and revenue, operators can maximize the financial return on every network upgrade. Can I identify which specific subscribers are affected by a network outage in real-time? Yes. SubCell’s geographical polygon tool allows you to select any area on a map and instantly extract a list of affected subscribers. Because our data refreshes in less than 60 seconds, you can identify impacted customers, including their home addresses and device types, allowing for proactive communication and faster resolution before support ticket volumes spike. How can SubCell assist with 5G rollout and legacy 2G/3G sunsetting? SubCell provides granular "Handset Mix" reports that show exactly which technologies your customers are using in specific clusters. This allows you to identify areas where 5G adoption is high (justifying faster rollout) or where customers are still heavily reliant on 2G or 3G. This data-driven approach ensures a smooth transition during technology sunsetting by targeting migration offers to the right people at the right time. Does SubCell support individual subscriber troubleshooting from a macro network view? Absolutely. One of SubCell’s core strengths is the "seamless drill-down." If you identify a cell or area with poor performance, you can click through to individual IMSIs and transition directly into SubSearch. This enables engineers to move from a high-level geographical overview to a detailed root-cause analysis for a specific customer session in seconds. How does real-time device analysis impact network optimization? Network issues are often device-specific rather than infrastructure-related. SubCell allows you to filter performance data by device model and characteristics. By understanding how different handsets (e.g., iPhone vs. Android or specific chipsets) behave in your network, you can differentiate between a localized coverage gap and a device-specific firmware issue, leading to more accurate troubleshooting. Can I export subscriber impact data for use in other CRM or Marketing tools? Yes. SubCell is designed for cross-functional agility. You can generate and export detailed reports in Excel or CSV format, containing subscriber lists, home addresses, and performance KPIs from any selected map area. This data is frequently used by marketing and customer care teams for targeted outreach during planned maintenance or to offer compensation to affected high-value clients. Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

Welcom to the Subtonomy customer user group meeting 2026 - information, agenda and dates. Location: Downtown Camper by Scandic Hotel Address: Brunkebergstorg 9 Conference Room: Camper Lounge User Meeting 2024 Help us to become better! Fill in the User Meeting evaluation form and help us to improve for next time. Share your feedback now! Program May 23 Venue: Scandic Downtown Camper Brunkebergstorg 9, Stockholm 9.30-10.00 Coffee & Fika - Camper Lounge 10.00-11.15 Welcome and introduction, APIs everywhere, AI and Next Best Actions - Camper Lounge 11.15-11.30 Coffee break 11.30-12.30 5G, FWA and Mobile Broadband - Camper Lounge 12.30-13.30 Lunch - Scandic Downtown Camper 13.30-14.30 Introduction to Data Retention & Geolocation Solutions (REX) with Telia Norway - Camper Lounge 14.30-15.45 TRACK A - REX deep dive: Features, map solutions, coverage, geolocation solutions, case mgt, token based access and more - Board Room 14.30-15.45 TRACK B - Customer Support deep-dive: Customer Experience Index (CEI) & Alarms update, CorpDash updates - Camper Lounge 15.45-16.30/17 Meet with a developer, mingle and AW - Camper Lounge & Board Room 17.30- Dinner at SMAK restuarant & rooftop TAK bar mingle Program May 24 Venue: Scandic Downtown Camper Brunkebergstorg 9, Stockholm 08.30-09.00 God morning coffee - Camper Lounge 9.00-10.20 Updates & hands-on: Platform & Architecture enhancements, Latest release tutorial, IoT & B2B - Camper Lounge 10.20-11.00 Developer-led break-out stations and New functionalities - Camper Lounge 11.00-11.30 Discussion new functionalities and needs, summary and evaluation - Camper Lounge 11.30-12.30 Lunch - Scandic Downtown Camper Location & Accomodation We will be located in the heart of Stockholm at Scandic Downtown Camper – the perfect base for intrepid urban explorers. Address: Brunkebergstorg 9, Stockholm Metro: T-Centralen (all metro lines, trains, and airport transportation) We suggest to book your accommodation at the very same Scandic Downtown Camper. Learn more Let's meet at Subtonomy User meeting 2024 Why you should attend: You get an in-person update on the latest in customer-centric service operations Inspiration, customer cases, concrete tips and discussions from other operators New features and solutions for 5G FWA, geolocation services and more. Subtonomy festive dinner at SMAK.

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Subtonomy Roamers provides telecoms with a customer-centric service performance analysis in real-time for all inbound and outbound roaming traffic. Home / Products / Roamers - Command ALL your Global Traffic See exactly how Roaming performs across countries and operators Roaming traffic is growing fast, and so is its complexity. Subtonomy Roamers provides your teams with a real-time overview of outbound and inbound performance, enabling you to detect issues early, identify affected users instantly, and act before complaints escalate – securing revenue from every connection. Book demo Learn more TRUSTED BY Turn roaming complexity into operational control Unlock the full value of roaming Roaming isn’t just another connectivity service, it’s a high-margin growth engine. But as the market becomes more competitive, telecom operators must find new ways to stand out. True differentiation now hinges on delivering exceptional customer experiences, proactive care, and maintaining complete visibility into roaming behaviors. While roaming promotions and the removal of EU charges have surged traffic, they have also increased the complexity of maintaining a seamless experience abroad. Silent roamers, users active in the network but not utilizing services, often represent a massive untapped opportunity. Our solution empowers you to identify and engage this group while ensuring your high-value travelers stay connected. Roaming issues are hard to spot before customers feel them Roaming performance depends on multiple countries, operators, networks, and subscriber behaviors. That makes it difficult to know where issues are happening, how many users are affected, and whether the problem is isolated or widespread. Without clear visibility, teams are forced into reactive troubleshooting, complaint volumes rise, and valuable roaming revenue is put at risk. Your command center for roaming performance Subtonomy Roamers gives you instant visibility into roaming performance across your entire footprint, live or historical, global or filtered by country, operator, brand, or subscriber. Monitor outbound roamers abroad, inbound visitors on your network, and silent roamers in one place. With real-time KPIs, trend analysis, and machine learning anomaly detection, your teams can identify issues faster and act before they impact customers. Built for NOC, service assurance, and customer support teams, Subtonomy Roamers provides real-time visibility, adaptive alarm thresholds, and deep drill-down capabilities so you can see what is happening, where it is happening, and exactly which customers are affected. Monitor all roaming traffic in real time With Roamers, you get an instant overview of the roaming situation — current, historical, global, or filtered per country or operator. Monitor main roaming KPIs for outbound and inbound roamers, view silent roamers alongside steering and blocking KPIs, see the most frequent roaming countries, and filter on your own brands. Powered by machine learning, our system automatically adjusts alarm thresholds, ensuring optimal responsiveness. Prioritize with customer impact in view In the comprehensive alarm table, KPIs and trends are presented in real time, allowing your NOC / SOC teams to see overall performance on country-, CSP-, and subscriber-level. That means you do not just detect that something is wrong, you also understand how many users are affected and where to focus first. Visualize performance across countries See service performance across your roaming landscape in a clear, color-coded interface that makes current alarms per country stand out immediately. You can quickly identify affected countries and operators, understand how many users are impacted, and drill down to a specific country, operator or subscriber / MISI to further investigate the underlying problem. Proven results from leading European Telecom Operators 80% CUT OF COMPLAINTS CALLS THANKS TO CLEAR, PROACTIVE COMMUNICATION 90% FASTER ISSUE RESOLUTION WITH ADVANCED ROOT CAUSE ANALYSIS 24/7 ROAMING SUPPORT. EMPOWER CUSTOMERS WITH SELF-SERVICE CONTROL. VIA ROAMING ALARMS AND API THEY CAN INSTANTLY SWITCH BETWEEN PROVIDERS CSAT IMPROVE SATISFACTION, SCORES AND RETENTION WITH TRANSPARENT AND EFFORTLESS ROAMING EXPERIENCES. Proven results from leading European Telecom Operators "We are very happy with how we work with Roamers. We use it every day, mainly for KPIs and trends. It allows us a real-time overview of our roamers and the ability to respond proactively to potential roaming issues, leading to an enhanced customer experience and also a more efficient way of working for us." CARL ERIK ENGEBAKKEN Market Expert @ Telia Norway Telia Norway cutting roaming complaint calls by 80% with Roamers application The Subtonomy Roamers application was implemented in July 2017 to handle the user experience for Telia Norway’s outbound roamers (subscribers traveling abroad) and inbound roamers (visitors in Norway). This allowed Telia to view all roamers per country and operator. KPI:s and trends could be monitored in real-time to capture potential issues proactively. It also allowed Telia to monitor all silent roamers as well as potential permanent roamers. Learn more Frequently Asked Questions about Roamers Your Questions, Answered. We understand that telecom tech support involves complex technical, legal, and security details. To provide clarity, we've gathered straightforward answers to the most common questions about the Roamers application and the Subtonomy platform. How does Roamers help increase revenue? By identifying "silent roamers," we provide the data needed to launch targeted engagement campaigns. Additionally, real-time monitoring of inbound traffic helps optimize steering and protect interconnect revenue. Does the system support 5G roaming? Yes. Subtonomy Roamers provides a unified, real-time view across all technologies, including 2G, 3G, 4G, and 5G, ensuring performance across your entire footprint. Can it distinguish between different brands or MVNOs? Absolutely. You can filter all KPIs and trends by flagship brand, low-cost brands, or specific MVNOs to see exactly how different segments are performing. How long does it take to set up the alarms module? There is no manual setup. The system begins learning your network patterns immediately, providing intelligent, automated alerting that adapts to seasonal trends and traffic shifts. Automation & self-service Tech support in your pocket. Open 24/7. Read more Enterprise SLA-reporting Support your Enterprise customers. Read more The Support Engine Platform Any data source, ONE great support experience. Read more Discover all tech support solutions Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

Telia Estonia cut escalations from technical customer support to the network engineering team by 60% with improved Telecom Support tools from Subtonomy. Home / Insights / Customers / Telia Estonia cut customer support escalations by 60 % Telia Estonia uses self-service in their technical customer support journey. Telia Estonia has engaged Subtonomy to improve efficiency in their customer support. With the introduction of the Subtonomy SubSearch application, the customer support agents are now able to see the service performance of subscribers in real-time and potential issues so they can provide a better service. This has led to faster support and fewer escalations. The Subtonomy platform is also used by Telia Estonia’s self-service, where subscribers can verify the performance of their service and the diagnostics functionality helps find solutions to potential issues. About Telia Estonia Telia is the leading telecommunications service provider in Estonia with more than 975 000 subscribers. The company is part of Telia Group, founded back in 1853 and today serving 23.5M subscriptions in Europe and Asia. Telia Estonia has always had much focus on being able to help their customers fast. One major issue was when subscribers contacted customer support with technical issues. The agents did not have a clear overview of the delivered service performance for the subscriber and could not see clearly if there had been any technical issues that could have affected the subscriber. These tickets therefore often had to be escalated to the network engineering team to be investigated. This led to long lead times for the subscribers’ tickets to be resolved and it also took lots of resources. “Using big data for different purposes, such as finding technical issues and trigger alarms, is getting more and more important to us and it’s great to use Subtonomy’s API:s to retrieve this post-processed data from the network.” Roland Tyri – Development Manager at Telia Estonia Let's talk about Numbers 60% REDUCED ESCALATIONS 2hrs FASTER TROUBLESHOOTING API USED FOR SELF-SERVICE Solution and Results By introducing the Subtonomy SubSearch application to customer support, all agents are now able to see the service performance of a subscriber, in real-time and historically. Any deviations in the performance or any technical issues are flagged and highlighted. This allows customer support to help subscribers immediately with many issues without the need to escalate them internally for further investigation. Another action that Telia Estonia has taken to enable faster subscriber support is their launch of a self-service portal. Here, subscribers can log in and see how well their service has been performing and use the diagnostics functionality to see suggested solutions if they have had issues. The self-service uses, among other sources, Subtonomy’s platform API:s to collect network data as input for the service. Telia Estonia has been able to cut escalations from customer support to the network engineering team by 60% since implementing Subtonomy SubSearch. The time spent on investigating each case has been dramatically reduced, in some cases up to 2 hours in trouble-shooting time. Telia Estonia’s self-service has also helped to make customer care more efficient. 25% of customers with technical questions get their answers from the self-service without contacting helpdesk. “With Subtonomy, we have the ability to drill down network statistics to a single customer level and quickly and easily understand the reason for potentially bad performance and if it’s affecting other customers as well. It gives us the view of what actual impact our network KPI:s have on our customers.” Janno Viskus – Network Planning at Telia Estonia

Automate interconnect link monitoring with real-time visibility. Optimize carrier SLAs, troubleshoot failures (SIP/ISUP), and protect the global customer experience. Home / Products / Interconnect - Secure the Global Connection Automated interconnect monitoring In a borderless digital economy, the quality of your international connections defines your brand. Interconnect provides the automated oversight needed to ensure every call and message reaches its destination, transforming complex network data into actionable intelligence. Book demo Learn more TRUSTED BY From blind spots to borderless visibility For modern operators, managing the web of international carriers and interconnect links is a constant balancing act. A single failing route can lead to dropped calls, poor voice quality, and frustrated customers, often before your operations team even knows there is a issue. Interconnect eliminates these blind spots. By automatically monitoring interconnect links in real-time, the application allows your operations team to move from reactive firefighting to proactice optimization. Whether it’s managing SLAs with international partners or troubleshooting a specific problematic destination, Interconnect provides the clarity needed to keep global traffic flowing smoothly. Precision engineering for Network Operations Teams Designed for the rigors of modern Network Operation Centers (NOC / SOC), Interconnect aggregates data from 5-minute intervals up to monthly trends. This allows teams to spot micro-outages that traditional tools might miss, while also identifying long-term degradation in carrier performance. Instantly visualize performance across specific carriers or countries. Our intuitive alarm tables highlight which links are underperforming, allowing you to re-route traffic and maintain service integrity without delay. Whether your traffic is running on ISUP, MAP, or SIP, Interconnect provides a unified view of your network's health, covering everything from voice call success rates to SMS transaction times. Beyond simple dashboards, Interconnect generates intelligent alarms that integrate seamlessly with SubSearch . This creates a holistic ecosystem where interconnect issues are automatically correlated with individual user experiences. Deep-dive analysis - from macro trends to root cause Data is only as valuable as the insights it provides. Interconnect doesn't just tell you that a link is failing; it tells you why. With our failed-drilldown capabilities, your engineers can bypass hours of manual log analysis. By drilling down into specific fail causes, you can see the exact error codes, whether it’s a SIP 4xx/5xx response or a specific SS7 release cause, over a precise timeline. This level of granularity ensures that when you contact a partner carrier about an issue, you have the data to back it up. Don't take our word for it. Take theirs. We have managed to reduce both the number of complaint calls and the time we need to spend on each call. With Subtonomy, we’re working more efficiently while getting happier customers. BJØRN TORE GULLORD Head of Service Assurance & Operation @ Telia Norge Handling complexity and understanding user experience is key to efficient network operations. We use Subtonomy to help us stay efficient in an ever changing environment. KAJ AHLKVIST Network Quality@ 3 Sweden / Denmark FAQ: Interconnect monitoring & optimization Your Questions, Answered. We understand that telecom tech support and service assurance involves complex technical, legal, and security details. To provide clarity, we've gathered straightforward answers to the most common questions about the Interconnect application and the Subtonomy platform. What is interconnect link monitoring and why is it essential for CSPs? Interconnect link monitoring is the process of tracking the performance and health of connections between different communication service providers (CSPs). For modern operators, it is essential because international traffic involves multiple carriers and protocols (like SIP, ISUP, and MAP). Without real-time visibility, a failure in a partner network can lead to dropped calls and poor voice quality, directly impacting your brand reputation and customer satisfaction. How can operators identify underperforming international carriers? With the Interconnect Carrier Table, operators can visualize performance KPIs, such as Call Answer Rate and Avg Setup Time, across specific carriers or Point Codes. By using automated alarm tables, your NOC team can instantly see which links are underperforming. This data-driven approach allows you to re-route traffic to more reliable partners or hold current carriers accountable for their service quality. How do you troubleshoot international call failure rates effectively? Effective troubleshooting requires moving from macro-level trends to root-cause analysis. The Interconnect Failed-drilldown feature allows engineers to analyze specific "fail causes" and error codes. By correlating these with 5-minute interval data, teams can determine if a failure is due to a protocol mismatch, a carrier outage, or a specific geographic destination issue, significantly reducing Mean Time to Repair (MTTR). Which network protocols does Subtonomy Interconnect support? The Interconnect application is protocol-agnostic and supports a wide range of signaling and traffic types, including: ISUP & MAP: For traditional SS7-based voice and SMS signaling. SIP: For modern VoIP and IMS-based interconnects. SMS: Dedicated tracking for SMS transaction times and failure rates. How does Interconnect help in managing Service Level Agreements (SLAs)? Interconnect provides objective, real-time data on KPIs like MOS (Mean Opinion Score), voice quality, and connection success rates. This allows operators to verify if international partners are meeting their contractual obligations. By having documented proof of carrier performance, operators can manage SLAs more aggressively and ensure they are only paying for high-quality routing. Can interconnect alarms be correlated with individual user experiences? Yes. A unique advantage of Subtonomy Interconnect is its seamless integration with SubSearch. When an interconnect alarm is triggered, the system can correlate that network-level event with the actual impact on end-users. This provides a holistic view, helping support teams understand if a customer complaint is tied to a specific international link failure. How does automated interconnect monitoring improve ROI? Automated monitoring improves ROI in three ways: Operational efficiency: Reduces manual log searching and troubleshooting time for engineering teams. Cost optimization: Identifies the most cost-effective and reliable routes, preventing "short-call" charges and wasted capacity. Churn reduction: By proactively fixing link issues before they affect the majority of users, you maintain a high Quality of Experience (QoE) and protect subscriber revenue. Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

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