Meet Subtonomy at international events, tech shows and more! Subtonomy CEO Andreas Jörbeck on 5G FWA Support at MWC 2024 Learn directly from the leaders at Subtonomy and Scott Bichero from Telecoms.com about the future of telecommunications, and how technology is being leveraged to enhance customer experience and operational efficiency. / Events / Upcoming events ISS Europe 2027 Meet Subtonomy at ISS Europe. June 2027. Prague, CZ Coming soon MWC 2027 Meet Subtonomy at MWC. 1-4 March 2027. Barcelona, Spain Coming soon

BrandDash provides insights and analytics, enabling telecoms to manage and enhance network performance for MVNOs, MNO sub-brands, partners and regulators efficiently. Home / Products / BrandDash - Proactive IoT, MVNO and Brands Analysis & Reporting Build Trust. Guarantee Service Quality. Grow Revenue. The European MVNO market is projected to reach EUR 124 billion by 2031. To capture your share, you need more than just a network — you need total visibility and transparency. BrandDash equips you to manage, support, and grow your partnerships with a single, powerful analytics platform. Book demo Learn more OUR CLIENTS We believe every client is a valuable long-term partner. Essential analytics for exceptional wholesale support In the competitive wholesale telecommunications landscape, delivering premium support cost-effectively is non-negotiable. BrandDash provides the pivotal insights and analytics you need to manage and enhance network performance for your MVNOs, MNO sub-brands, IoT partners, and even regulators. Our platform simplifies monitoring, visualizes key performance indicators, and ensures you maintain competitive service levels across your entire brand portfolio. A single Platform for all your stakeholders A successful wholesale operation requires managing the unique needs of diverse partners. BrandDash delivers tailored, granular insights for every part of your ecosystem, turning complex network data into clear, actionable intelligence. For MVNOs partners Empower your partners with the transparency they crave. Give them a dedicated view of their own performance, from regional service quality and data trends down to the specific handset models causing customer friction. This builds trust, reduces their support burden, and helps them manage their customer experience effectively. For internal brand managers Manage your entire portfolio with precision. Use the "traffic-light" overview to instantly assess the health of every sub-brand. Compare top and worst performers to ensure your premium brands deliver a premium experience, and use detailed Mean Opinion Score (MOS) and drop-rate data to protect brand integrity across all segments. For your sales & account managers Turn analytics into revenue. Equip your sales teams with concrete data to identify upsell opportunities. Stop revenue leakage. Identify unauthorized use of bandwidth, 5G, or subscriber numbers outside of active contracts. Show a partner which applications (e.g., video streaming) are dominating their data volume to sell them a higher-tier plan, or use handset performance data to identify partners who would benefit from 5G roaming packages. For your network & operations teams Go beyond simple alarms. Use the "Worst Performing Brands" list to prioritize optimization efforts. Drill down with detailed map clusters to find the root cause of regional issues, whether it's high call setup time, data drops, or paging fails — before they impact your partners. For your IoT & B2B managers Monitor what matters for machines. Go beyond consumer metrics to track the specific KPIs for your IoT clients. Visualize fleet locations with map clusters and track key metrics like mobility (paging success) and data setup fails to guarantee rock-solid reliability for critical B2B services. From high-level overview to root-cause analysis BrandDash gives you the power to see everything. Start with a portfolio-wide summary and, in just a few clicks, drill down to the specific handset, application, or network cluster causing an issue. Centralized brand health overview & prioritized performance rankings Get an instant, portfolio-wide summary. Our "traffic-light" dashboard (red/yellow/green) shows you the real-time health of every brand across all key services: voice, data, SMS, paging, and mobility compared to the network average. Instantly spot and prioritize the brands that need attention. Focus your efforts where they matter most. Get an automatic, ranked list of the worst-performing brands based on subscriber count, data attempts, data drops, drop trends, and data volume. Proactively support partners before minor issues become a reason to churn. Deep-dive handset & MOS analytics Stop guessing. Pinpoint the root cause of poor customer experience by correlating performance by handset. Identify the worst-performing devices and see why they are failing — from voice/data drops and setup fails to high re-dials, slow call setup time, and low Mean Opinion Scores (MOS). Geographic map & regional clustering Visualize your entire network service footprints. Drill down from a national overview to detailed map clusters to spot network events and potential errors in real-time. Filter by service type (voice, data) and technology (4G, 5G) to pinpoint issues, and instantly compare your top and worst-performing regions to ensure consistent quality of service. Granular data & application analysis Understand how your network is being used, brand by brand. Go beyond total data volume to see the full breakdown: roaming data, service data (like streaming), and even application-level traffic. Track uplink/downlink trends to manage capacity and identify new commercial opportunities. We know just how important it is not being blind to the performance of a specific brand in relation to the entire network and the contract. BrandDash gives all stakeholders the transparent analytics and reporting tools to take your wholesale business to the next level. Fredrik Edwall SVP Sales & Marketing Subtonomy See also: CorpDash for Enterprise Customers Don't just take our word for it. See how leading telecom operators are using the CorpDash application to empower their teams, reduce costs, and deliver first-class care. Explore these highlights below or see all our customer cases for more. Tier 2 operator improving enterprise experience with CorpDash Read now Telia Sweden - Increasing customer support efficiency Download now Supercharge your Customer Support today Get your personalized demo Customer expectations move fast. We'll show you how to keep pace. Fill out the form for a live demo and see exactly how our AI agent assist and network-aware diagnostics can help you boost FCR, cut AHT, and empower your 'support heroes'. We'll also show you how SubSearch can plug into your existing tech stack with our integration-ready APIs.

World-class solutions from Subtonomy to address Telecom Technical Customer Support, AI chatbots, Automations, 5G service assurance and API integrations. Home / Solutions / Changing the Way the Telecoms Does Customer Support Today with AI and Automation Learn More Elevate every interaction, Eliminate frustration Your customers deserve effortless support, and your agents need the right tools to deliver it. Subtonomy’s AI-powered, automation-driven solutions revolutionize telecom customer care by empowering self-service, simplifying processes, and enabling proactive resolution. Watch how it works Watch how it works Watch how it works Watch how it works Why our Telecom Technical Customer Support stands out Tailored for Telecoms Our tools are designed specifically for telecom operators, addressing the unique challenges your support teams face. Intuitive and Powerful With user-friendly interfaces and robust and futureproofed functionality, our tools empower your support agents to quickly resolve technical issues. Fast, Informed Responses Equip your team with real-time insights and data, allowing them to resolve customer concerns swiftly and accurately. SubSearch – Your customers deserve speed and precision Deliver instant answers through seamless integrations and real-time data access. SubSearch enables your agents to locate and resolve technical issues faster than ever. Explore SubSearch Self-Service – Empower customers to solve issues effortlessly Why wait on hold? Our self-service tools empower customers to solve problems quickly and efficiently on their own. Built for telecoms, it’s customer empowerment at its best. Explore self-service AI Chatbots – Human-like conversations Subtonomy’s AI chatbots don’t just assist - they solve. Designed specifically for telecoms, our AI tackles most tech support queries instantly, so your customers get the answers they need without the wait. The result? Effortless resolutions, happy customers, and a support team that’s always on top. Explore AI Chatbots THE NUMBERS 3s Display pre-analyzed search result in 3 seconds. 1 Everything is displayed in ONE consolidated agent desktop 360˚ 360˚ customer-centric view of service experience 60 Reduce escalations by 60%. 47% Decrease average handling time by 47% per case. 100% Satisfied client base. Real-world results from telecom leaders "This data-driven approach where we are able to look at how network data actually affects customers and respond instantly to this when engaging with the customers is, I think, the way to work." Read the full story MIKAELA KOSKIJEV Business Developer, Telenor Sweden "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." Read the full story BJØRN TORE GULLORD Head of Service Assurance Telia Norway "The result from all of this is reduced queue times and less handling time for our customers, when calling our customer service. They also get better opportunities for self-service, and whenever they call our customer service, they don't have to repeat themselves." Play Telenor interview LISA LUNDBÄCK Product Manager Mobile Telenor Sweden Discover more Frequently Asked Questions about Telecom Technical Customer Support 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 Tech Support and the Subtonomy platform. How does Subtonomy reduce pressure on technical customer support? Subtonomy reduces support volume by providing self-service tools and proactive notifications. By informing customers about network issues before they call and empowering them to troubleshoot independently, operators can significantly decrease inbound ticket rates and lower operational costs. Can customer support agents see network issues in real-time? Yes. Subtonomy provides support agents with real-time visibility into both network performance and the individual subscriber's experience. This allows for immediate diagnostics, reducing the need for technical escalations and improving first-contact resolution. Which KPIs are most improved by automating technical support? Telecom operators typically see a significant boost in First Contact Resolution (FCR), a reduction in Average Handle Time (AHT), and a marked increase in Net Promoter Score (NPS) due to faster, more accurate problem-solving. Does the platform support proactive fault handling? Absolutely. The platform identifies network anomalies as they happen and can automatically trigger mass notifications to affected users. This "proactive reach-out" prevents a surge of calls to the support center during outages. How does Subtonomy integrate with existing CRM and OSS systems? Subtonomy is built for seamless integration via robust APIs. It feeds real-time network data directly into your existing CRM (like Salesforce or Microsoft Dynamics) and OSS workflows, ensuring agents have a "single pane of glass" view without switching applications. Supercharge your Customer Support today Get your personalized demo Customer expectations move fast. We'll show you how to keep pace. Fill out the form for a live demo and see exactly how our AI agent assist and network-aware diagnostics can help you boost FCR, cut AHT, and empower your 'support heroes'. We'll also show you how SubSearch can plug into your existing tech stack with our integration-ready APIs.

Crowds application enables real-time monitor of mobile network at events or at a specific venue. Meet specific KPI's, setup alarms and automate communication. Home / Products / Crowds - Take control of network performance at events and venues. See exactly how your network performs across events, venues or high-density environments. With a complete 360° view down to cell and handset level, you can monitor performance in real time, analyze historical trends, and act before issues impact your customers. Everything in one place. Nothing left to chance. Book demo Learn more TRUSTED BY Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Built for high-density networks. Designed for operational clarity. From large-scale events to permanent smart venues, Crowds gives you full visibility and control over network behavior in high-traffic environments. Understand how many users your network serves, how traffic evolves, and how service quality is experienced. All through an intuitive interface that makes it easy to set up, monitor, and revisit any event or venue. Structured tracking across time and geography Crowds provides the ability to track network performance across time, events, and locations through a highly structured calendar view. This interface allows teams to manage both historical analysis and upcoming event planning with ease, ensuring total visibility into network behavior at all times. Because the platform defines venues by specific cell configurations and events by selected time periods, users can quickly navigate between different scenarios to retrieve tailored reports. This level of organization ensures that every insight is fully contextualized, empowering teams to deliver a superior customer experience regardless of the location or occasion. End-to-end visibility from live action to post-event analysis Crowds allows you to understand usage, demand, and customer impact at a glance by enabling the search and analysis of any event or venue in seconds. You can track usage across voice, SMS, and data alongside active user counts and traffic volumes to gain a comprehensive view of network activity. The platform provides the flexibility to drill down from broad daily trends to granular hourly KPIs, ensuring you have the exact level of detail needed for every scenario. All insights can be exported instantly for stakeholder reporting, delivering critical real-time visibility during live events while providing the structured data required for thorough post-event analysis. Rapid diagnostics and peak demand prioritization Crowds enables teams to identify issues faster and prioritize their response with precision. By providing a clear breakdown of top-performing and underperforming cells during events, the platform allows for a deep analysis of traffic patterns, busy hours, and data volumes. This visibility helps teams understand exactly when and where demand peaks occur and how the network performs under pressure. Users can easily filter by venue, event, or specific time frames to isolate service quality issues and transition from network-wide visibility to cell-level diagnostics in seconds. Ultimately, these data-backed insights empower teams to make informed decisions that optimize capacity planning and ensure total event readiness. High-definition spatial visibility across all locations Crowds empowers teams to visualize network performance exactly where it occurs through seamless switching between high-resolution map and satellite views. This granular perspective provides NOC and SOC units with an authentic look at network behavior across all locations, making it possible to identify and prioritize geographical problem events or high-traffic venues with speed and precision. By integrating live KPIs and real-time alarms at the site level, the platform ensures that technical teams can take proactive action to maintain service excellence in any environment. Granular insights for deep event intelligence Crowds enables you to analyze subscriber volumes, device distribution, and usage patterns per event with high precision. By tracking how different handset types behave and impact network performance, your teams can fine-tune optimization strategies to significantly improve the overall customer experience. The platform also allows for a detailed analysis of roamers per operator to understand cross-network impact during major events. Users can drill down from any node, site, or cell into advanced analytics, accessing more than 50 KPIs and counters with flexible aggregation ranging from seconds to weeks. 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 Festival woves - When there's rock and roll but no data to share the experience By Subtonomy on Jun 21, 2022 Whether you’re hoping to see Taylor Swift at Roskilde, the Artic Monkeys at Sziget, Kiss and Iron Maiden at Download, or Billie Eilish at Glastonbury, Europe is just entering festival season, which attracts young people from across the continent. Read more FAQ: Optimizing network performance for large events with Subtonomy Crowds 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 Crowds application and the Subtonomy platform. How can mobile operators monitor network performance in real-time at large events? Subtonomy Crowds provides Communication Service Providers (CSPs) with a 360-degree view of network performance at specific locations such as stadiums, festivals, or city centers. By monitoring service quality down to the cell and device level in real-time, operators can ensure a seamless customer experience even during peak traffic periods. What data insights does Subtonomy Crowds provide regarding subscriber behavior? The solution delivers granular insights into data traffic, voice call success rates, and SMS performance within a defined geographical area. Operators can also analyze device distribution (e.g., 5G penetration), categorize domestic vs. roaming users, and compare historical performance across different events to optimize future network capacity and marketing strategies. How does real-time service assurance for crowds improve ROI for CSPs? Subtonomy Crowds boosts ROI by proactively identifying and resolving network bottlenecks before they result in customer complaints. This reduces the load on customer support (lowering OPEX) and increases Customer Satisfaction (CSAT). For marketing teams, this data validates premium network promises, driving higher conversion rates for 5G upgrades and enterprise event packages. Can mobile operators track roaming performance specifically at venues and festivals? Yes. Subtonomy Crowds allows for detailed segmentation of inbound roamers by their home operator. This ensures that visiting customers receive a high-quality experience, which is critical for protecting roaming revenues and maintaining service level agreements (SLAs) with international partner networks. How does Subtonomy Crowds help resolve network congestion and failures during events? The platform features automated alerting for key performance indicators (KPIs), such as Data Fail Rates. If performance drops below a set threshold, the Network Operations Center (NOC) is notified instantly. This allows for rapid troubleshooting and significantly reduces Average Handling Time (AHT) for event-related support issues. Is Subtonomy Crowds compatible with existing OSS/BSS and network infrastructure? Subtonomy Crowds is designed to be data-source agnostic and integrates seamlessly with existing OSS/BSS environments via robust APIs. This allows operators to leverage their existing network data without the need for costly infrastructure overhauls, ensuring a fast time-to-market. 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.

Real-time network data analysis for telecom customer support. Subtonomy pre-analyses all network and customer data for self-service, agents and AI. TAILORED FOR TELECOMS Telecom Customer Support, Supercharged with AI. Always On. Resolve issues instantly with AI chat, agent tools, and pre-analyzed real-time network data – built for CSPs and ready to plug into your existing stack. Book a demo See how it works TRUSTED BY Why CSPs choose Subtonomy Subtonomy provides real-time network data analysis for communication service providers — aggregating, mediating and pre-analysing all network and customer data in one platform, then serving it to self-service channels, support agents and AI agents. Explore solutions Automate first-line tech support, give customers instant, accurate answers Automate first-line tech support with AI chat and guided troubleshooting that delivers instant and accurate answers. Cut wait times, boost CSAT Resolve more requests in self-service, chat without human handoffs Resolve more requests in self-service and chat without human handoffs. Deflect to digital, reduce OPEX Unify the agent desktop, end swivel-chair Unify customer, device, and network context in ONE single agent desktop to lift FCR and shrink AHT. Supercharge your agents Diagnose what matters in seconds Pinpoint faults across broadband, mobile, and FWA using network-aware insights to cut AHT. Diagnose what matters Integration-ready APIs for CSPs tools Integration-ready APIs for CSPs tools Integration-ready APIs for CSPs tools Integration-ready APIs for CSPs tools Bring Subtonomy’s AI capabilities into your own apps, portals, and chatbots – securely and at scale – through our proven APIs. Talk to an Expert Power chatbots & voicebots with network-aware answers Surface a 360° customer view in the agent desktop Diagnose issues in real-time and triage intelligently Detect outages and notify customers proactively Enable self-service checks and guided troubleshooting Verify subscription status instantly to speed resolution Trusted by Europe’s most forward-thinking telecoms, we’re proud to have 100% customer retention, a testament to the strength of our partnerships and the results we deliver. We see it as a great honor with three consecutive nominations at the World Communication Awards — setting the standard for excellence in telecom support and innovation. Fredrik Edwall, EVP Sales & Marketing Subtonomy Don't listen to us. Listen to them. Bjørn Tore Gullord Head of Service Assurance & Operation, Telia Norge "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." Lisa Lundbäck Mobile Product Manager, Telenor Sweden "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.” What you can do with Subtonomy AI Self-Service & Chat Support Give customers instant, accurate answers with network-aware AI that understands telecom issues. Discover AI Self-Service Agent Assist & Desktop All context in one place — customer, device, and network — so agents resolve complex cases faster. Explore SubSearch Proactive Diagnostics & Automations Detect, triage, and automate fixes based on customer impact across mobile, broadband, and FWA. Discover Proactive Diagnostics Recent news, articles and more Read all posts Head Office Subtonomy Katarinavägen 19 116 45 Stockholm SWEDEN info@subtonomy.com map > Ready to see it live? We’ll tailor a demo to your environment and priority use-cases.

Find out the latest about Subtonomy. Pressreleases, announcements, press coverages and company information. Subtonomy Newsroom Find out the latest about Subtonomy. Pressreleases, announcements, press coverages and company information. 1 2 3 4 5

Telia Finland released a new customer support tool from Subtonomy for their second line agents in just a few months to improve their customer support experience. Home / Insights / Customers / Telia Finland - 10 keys to success in an cross-division implementation project "We acted as one team with a common goal" "We acted as one team with a common goal" "We acted as one team with a common goal" "We acted as one team with a common goal" Telia has implemented a completely new service assurance solution for analyzing and simplifying troubleshooting of mobile networks for customer service in just a few months. The target has been - to streamline the daily business in customer service - become more cost-effective - launch innovative service solutions for customers - stand out in the competition.

Subtonomy's AI Telecom Customer Support chatbots offer telecom support and effortless AI technical self-care 24/7 through telecom self-service automation. Home / Solutions / AI CUSTOMER SUPPORT SOLUTIONS Your AI isn’t failing. It’s just starving for context. Standard LLMs can only recite FAQs. Subtonomy’s integration-ready APIs feed your AI with pre-analyzed, real-time network data, turning basic chatbots into network-aware diagnostic experts via MCP or A2A. Book a demo See the architectural difference ↓ From legacy FAQ chatbots to diagnostic experts Stop building chatbots that just say "Have you tried restarting your router?" LEGACY FAQ CHATBOT Error: context not found The legacy FAQ chatbot When an FWA customer experiences a slow connection, a legacy FAQ chatbot blindly tells them to restart their router. This creates frustration and leads to expensive human escalations. #MCP #A2A NETWORK-AWARE DIAGNOSTICS AI The diagnostic expert Fed via our APIs, your AI knows instantly if there’s a cell outage, a firmware issue, or an FWA degradation. Zero-touch resolution, zero hallucinations. #LLM THE INTELLIGENCE ENGINE Don’t feed your AI with raw logs. Feed it the pre-analyzed truth. Telecom networks generate millions of fragmented data points every second. Dumping raw OSS/BSS logs directly into an LLM causes massive latency, cloud costs, and hallucinations. Subtonomy’s Data Platform & Support Engine sits in between, ingesting the chaos and serving your AI a clean, deterministic Service Status in milliseconds. Explore the Data Platform Deterministic accuracy Your AI doesn't need to guess or correlate. Our APIs deliver a definitive, factual root cause for every specific customer, whether it's an active mast outage, a degraded FWA cell, or an outdated router firmware. Millisecond latency Conversational AI requires real-time speed. Our engine correlates complex network data in the background, ensuring your chatbots and voicebots can retrieve the exact technical context instantly, without awkward pauses. Customer-level context We don't just provide generic network status. We fuse network telemetry with device and subscription data to give your AI a 360-degree technical view of the exact customer it’s talking to. THE AI TELECOM SOLUTION-AGNOSTIC INTEGRATION Bring your own AI. We’ll supply the truth. Your AI strategy is unique to your business. That’s why Subtonomy is agnostic by design. Whether you are building autonomous agents using the latest LLM frameworks, upgrading legacy self-service apps, or designing complex machine-to-machine automations, our APIs give you the freedom to choose your path. Regardless of the framework you choose, we deliver the exact same payload: pre-analyzed, deterministic network truth. Give your AI the context it needs to stop guessing and start resolving. Model Context Protocol (MCP) Future-proof your Agentic AI. Empower advanced LLMs to dynamically fetch real-time telecom context. Give your autonomous agents the tools they need to diagnose network faults securely and instantly. Agent-to-Agent (A2A) Orchestrate multi-agent workflows. Enable customer-facing support bots to query a dedicated network agent powered by Subtonomy service status APIs. Let your AI agents collaborate, verify facts, and resolve issues silently behind the scenes. Conversational AI & Chatbots Turn legacy bots into experts. Plug our APIs directly into your existing conversational platforms. Transform generic chatbots and IVRs into network-aware experts that confidently resolve FWA, mobile, and data issues. Self-Service Channels Zero-touch resolution. Feed proactive service status and guided troubleshooting directly into apps, IVRs, and web portals. Solve the problem before the customer even types. Explore our APIs -> BEHIND THE CHAT Watch the APIs in action See how an LLM dynamically calls real-time network status from the Subtonomy APIs to diagnose a technical issue instantly, ensuring complete accuracy without hallucinations. FROM COST CENTER TO EXPERIENCE DIFFERENTIATOR Measurable results for Telecom Operators Maximized AI containment & FCR By giving your AI the right answers, more issues are resolved autonomously without ever reaching a human agent. Lower Customer Effort Score (CES) Faster, clearer resolutions with fewer repeat contacts. Reduced AHT and operational costs Automated diagnostics and pre-processed insights accelerate resolutions. Scalable support for 5G and IoT Handle growing complexity without linear growth in headcount. MIKAELA KOSKIJEV Business Developer Telenor Sweden "This data-driven approach where we are able to look at how network data actually affects customers and respond instantly to this when engaging with the customers is, I think, the way to work." Read Customer Story Discover FWA solution 75% tech support cases automated 24/7 resolving tech issues around-the-clock BJØRN TORE GULLORD Head of Service Assurance Telia Norway "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." Read Customer Story Discover SubSearch 60% cut in escalations 47% reduced average case handling time CUSTOMER TESTIMONIALS SUBTONOMY BLOG Discover AI in Customer Support Frequently Asked Questions: AI & Agentic AI in Telecom Your Questions, Answered. We understand that AI in 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 AI and the Subtonomy platform. What is Agentic AI in telecom and why is it considered a "trap" for many operators? Agentic AI refers to autonomous AI agents that can perform multi-step reasoning and take actions to resolve complex issues without human intervention. The "trap" for telecom operators is attempting to deploy these agents on top of poor-quality or fragmented data. Most AI vendors connect only to CRM systems, leaving the AI "blind" to the actual network state. Without real-time network and device intelligence, even the most advanced AI will hallucinate or fail to resolve technical issues, leading to higher customer frustration and wasted investment. How does Subtonomy prevent AI hallucinations in customer support? AI hallucinations occur when an LLM (Large Language Model) lacks the specific facts needed to answer a query and instead "guesses" an answer. Subtonomy prevents this by providing a "Telecom-ready API" layer that grounds the AI in real-time truth. By feeding the AI verified data about the customer's specific network connection, device configuration, and local outages, the AI provides deterministic, fact-based answers instead of generic or incorrect assumptions. What is the difference between a standard chatbot and a "network-aware" AI? A standard chatbot is typically restricted to knowledge base articles and CRM data, making it useful only for billing or simple policy questions. A "network-aware" AI, powered by Subtonomy, possesses a real-time "technical brain." It understands the current status of the network, detects if a specific cell tower is down, and identifies if a customer’s router has incorrect settings. This enables the AI to move beyond simple conversation to actually diagnosing and resolving technical issues directly within the chat. Why is data quality more important than the AI model itself for CSPs? As highlighted in our research, the execution gap in telecom AI isn't the choice of LLM (like GPT-4 or Claude), but the underlying data infrastructure. Telecom data is notoriously complex and siloed. To scale autonomous support, operators need a data layer that pre-analyzes and correlates millions of network events into a simple "service status." Without this "clean" data, AI agents cannot make the accurate decisions required for high-stakes telecom support. How does Subtonomy's AI solution impact operational costs and ROI? With $90 billion spent annually by CSPs on customer experience labor, the potential for ROI is massive. Operators who successfully bridge the data gap and implement network-aware AI report an average 8% improvement in customer satisfaction. Subtonomy helps capture this ROI by automating up to 75% of technical support cases, reducing expensive escalations to second-line support and minimizing "truck rolls" (technician visits) through accurate remote diagnostics. Can Subtonomy integrate with our existing AI infrastructure and LLMs? Yes. Subtonomy is data-source and model-agnostic. We act as the "Intelligence Layer" or "Technical Brain" that sits between your complex backend (OSS/BSS) and your frontend engagement tools. Our APIs can be plugged into any existing AI chatbot, IVR, or CSR Copilot, instantly upgrading them with real-time network intelligence without requiring you to replace your current AI stack. Ready to Transform? Let's connect Book a personalized demo to see how Subtonomy can elevate and streamline your customer care operations. What can you expect? A customized demo aligned with your objectives Targeted discussions on how to rethink and elevate your customer support with Subtonomy Expert guidance on enhancing User & Agent Experience and a seamless service delivery

Telia Norway improves the roaming customer experience while improve efficiency internally with Roamers NOC app from Subtonomy. Home / Insights / Customers / Telia Norway manage new roaming behavior with Subtonomy Roamers By implementing Subtonomy Roamers, Telia Norway has been able to improve the user experience for their roaming subscribers while the work of handling roaming traffic has been made more efficient internally. Dec, 2017 Telia Norway has seen an increase in roaming traffic since introducing free roaming in all EU countries and Switzerland. More usage means subscribers also put higher demands on their user experience while abroad. Telia used to have a somewhat reactive approach when handling subscribers abroad with network data coming from different sources without a clear overview of roaming stats. About Telia Norway Telia Norway is a nationwide Norwegian mobile operator with more than 2.6M subscribers. It is part of Telia Group, founded back in 1853 and today serving 23.5M subscriptions in Europe and Asia. In March 2016 Telia, as the first operator in Norway, launched their “Roam like home” offer, allowing subscribers to roam freely without extra charge in the Nordic and Baltic countries. In June 2017 the free roaming was expanded to cover all EU countries and Switzerland, in line with the new EU regulations. This meant an increase in roaming traffic for Telia, both in terms of users and volume of data per user. This new behavior also put new demands on Telia. With customers starting to use their devices the same way abroad as at home meant they also expected a similar user experience abroad. Managing the user experience of roamers was historically done rather reactively. Faults in a particular country were picked up if enough roaming users in that country started complaining. It was also difficult to get an instant overview of all roaming trends for different countries since data needed to be gathered and aggregated from different places. "We are very happy with how we work with Roamers. We use it every day, mainly for KPI:s 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." BJØRN TORE GULLORD | Head of Service Assurance & Operation @ Telia Norge Let's talk about Numbers: 80% REDUCED COMPLAINT CALLS 90% REDUCED ROAMING AHT CX OVERALL IMPROVED Solution and Results 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. Since implementing Subtonomy Roamers, Telia is able to proactively work on service performance issues. While before, they would wait for customers to complain before starting trouble-shooting, a process that could easily take 30min or more, it is now done directly. A specific example of this is when a CSP in one of the major western European countries had issues during the Summer of 2017. Calls could not be set up properly and Telia could see KPI:s going down for that CSP in real-time as well as how many of their subscribers were affected. A traffic redirection moving all subscribers to the other CSP:s in the country was then done. Roaming reports and dashboards are now also generated automatically in an instant, something that before could take hours when manually gathered and put together from different systems. This has led to a much more effective way of working, but the overall gain is how it drives improved user experience. Both on a network level since issues are noted and analyzed directly, but also when customers are in contact with support since the availability of these reports has increased the rate with which roaming issues can be solved while the customer is on the line, without the need for escalations. “The overall roaming behavior is really changing globally and it’s clear CSP:s need to start thinking of foreign partner networks almost as an extension of their own. Working with Telia Norway on this has been extremely interesting and together we have managed to lift the user experience for their roaming subscribers while also automating a lot of their internal work, making it a win on many levels. While working together, I think it’s especially fun to see how Telia constantly(!) keep their end-users in mind when evaluating different functionalities.“ Andreas Jörbeck | CEO at Subtonomy

Discover NocMap by Subtonomy. Get a real-time, geographical view of your entire network service performance. Detect anomalies with ML, analyze customer impact, and resolve issues faster. Home / Products / NocMap: Prioritize Network Efforts with Real-Time Customer Impact Build Trust. Guarantee Service Quality. Grow Revenue. Staying on top of service performance is crucial to prevent a negative customer impact. Subtonomy's NocMap visualizes your entire service performance on a geographical map in real-time, providing your operations center with the full picture. The key is not just seeing an issue, but understanding its impact. NocMap instantly shows you how many users may be affected by poor service in any area, allowing your operations center to prioritize efforts based on actual customer impact and resolve the most critical issues faster. Book demo Learn more TRUSTED BY Why NocMap? Your Network Operations Center, empowered. The true measure of your network is your customer's experience. NocMap is built on this principle, offering a groundbreaking, customer-centric view of your service performance. It moves beyond traditional monitoring by visualizing the actual number of users affected by any disruption on a real-time map. This is the game-changing insight: the power to correlate technical alarms with real-world customer impact. Instead of just managing network nodes, you can now prioritize efforts correctly, safeguard customer satisfaction, and build loyalty. Real-time & historical view Visualize service quality metrics on a geographical map to identify issues faster and shorten resolution times. You can analyze this data historically or see performance as it happens, with data presented in real-time 5-minute intervals. ML anomaly detection Automatically calculate and detect anomalies in service performance using Machine Learning. NocMap's intuitive display indicates the severity and scale of issues, such as outages, on both service and subscriber levels — ensuring precise prioritization for efficient resolution. Customer impact & prioritization NocMap's intuitive display indicates the severity and scale of issues, such as outages, on both service and subscriber levels. This allows you to see instantly how many users are affected, correlate low-level alarms with customer impact, and ensure precise prioritization for efficient resolution. Instant, color-coded alarms Get instant, color-coded alarms at the cluster, node, and site levels. Machine Learning sets the alarm thresholds. Deep-dive drilldown Zoom from high-level subscriber clusters down to individual sites and cells. 3rd-party integration Alarms can be sent to 3rd-party systems or individuals to cover specific issues. Experience the power of real-time network insights with NocMap In the realm of telecom service assurance, NocMap introduces a groundbreaking approach - analyzing network performance through the lens of customer impact. This isn't just about monitoring network nodes or data traffic; it's about understanding the real-world experiences of each customer. Unlike traditional systems, NocMap provides a unique perspective that reveals the actual number of customers affected by service disruptions. This insight is a game-changer in the industry. With this innovative approach, NocMap ensures that you're not just managing a network; you're safeguarding customer satisfaction and loyalty. Our technology dissects network performance from a customer-centric viewpoint, offering unparalleled insights into how service disruptions truly affect your user base. This enables proactive management and resolution of issues before they escalate into significant customer concerns. See your network and its customer impact Start with a high-level, real-time map of your entire network. Instantly see subscriber clusters, color-coded by performance, and understand the scale of any issue by seeing how many customers are affected in each area. Filter by technology (2G, 3G, 4G, 5G, WiFi) or services (Subscribers, Voice, Data, CSFB, Mobility) to understand the full picture. Drill down and find the source Don't just see a problem; find its source. From the main map, zoom in to see performance per cluster or individual site. Click any element to open a detailed information window with granular KPIs for voice and data . This allows you to quickly isolate the cause of a customer-affecting issue and drill down to the Subtonomy Graphs application for deeper technical analysis. Monitor node dashboards for technical triage Get a technical overview of your core infrastructure in the node dashboard. Instantly see how all your nodes (BSCs, RNCs, and TACs) are performing in real-time. A color-coded table indicates precisely which service is affected, helping your NOC team connect a high-level customer impact with the specific technical-level alarm. Conduct deep analysis with Graphs For the deepest technical analysis and fastest resolution, drill down from any node, site, or cell into the Graphs application. Analyze over 50 general KPIs and counters with aggregations from 10 seconds up to weekly. This allows you to drill down to individual events and perform deep analysis on release causes, VoLTE, or APN statistics. FWA: Visualize fixed routers in NocMap NocMap offers a complete visualization of network routers and their data, all mapped for ease of access. Users can tailor their view to focus on critical alerts by filtering for alarming routers. Additionally, customizable graphs allow for frequency-specific filtering, providing insights into data volumes and signal strengths. Proven results from leading European Telecom Operators We are very happy with the outcome of this HLR migration which did take lots of preparation. Using NocMap for monitoring during the migration was of great help for us. For a critical project like this, you cannot afford to wait several minutes to see if something goes wrong and NocMap let us see all graphs in real-time and had something happened we would have been able to just click in the graph to immediately get directed to the source of the issue. MAGNUS JOHANSSON Radio Planning @ Telenor Sweden Telenor Sweden modernized its HLR network using Subtonomy's NocMap for essential real-time monitoring. This safeguarded the customer experience during the seamless migration of 6 million SIMs and the consolidation of one HLR in just 14 hours. Read the full story CUSTOMER CASE Seamless network modernization with Telenor Sweden Frequently Asked Questions about NocMap 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 NocMap and the Subtonomy platform. What is Subtonomy NocMap? NocMap is a powerful application running on the Subtonomy Platform, which collects, pre-processes, and analyzes network data. NocMap visualizes this data as a geographical map in real-time. Unlike traditional systems that focus only on network elements, NocMap focuses on customer impact, showing you exactly how many users are affected by any service issue. How is NocMap different from a traditional NOC system? A traditional NOC system typically provides network-centric alarms (e.g., "Node is down"). NocMap provides a customer-centric view . It translates low-level alarms and performance data into real-world customer impact , so you can instantly see that "5,000 users in this area are experiencing poor service" and prioritize accordingly. How does NocMap work with other Subtonomy products like SubSearch? When you use both NocMap and SubSearch, you break down internal communication silos. Technical insights from NocMap (like a known outage) can be shared, providing detailed, real-time information to your support teams in SubSearch and even powering automated self-service channels. This ensures everyone is instantly working from the same data. Can I drill down from customer impact to root cause? Yes. This is a core workflow. You can start at the high-level customer-impact view on the map, then zoom from subscriber clusters down to individual sites and cells. From there, you can drill down directly into the Subtonomy Graphs application for a deep technical analysis to find the root cause. What kind of data can I see in NocMap? You can see real-time (e.g., 5-minute) and historical service quality metrics. The dashboard allows you to filter by technology (including 2G, 3G, 4G, 5G, and WiFi) and by services (including Subscribers, Voice, Data, and Mobility) . 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.

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.