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The Telecom Customer Support market study 2022 maps trends, challenges and future investments in technical customer support. The state of Mobile & Broadband customer support 2022 This survey was conducted by Subtonomy and our research partner NextResearch & Consulting. It maps trends, challenges and future investments in technical customer support, based on the customers' perspective of telcos’ customer support offerings. In this report we use the term ‘telcos’ to refer to both fixed and mobile providers of telephony and broadband services. The results are based on answers from Swedish end-users in April 2022, as well as findings from previous research. Let’s take a look!

Subtonomy Roamers provides telecoms with a customer-centric service performance analysis in real-time for all inbound and outbound roaming traffic. Subtonomy Roamers Roaming analytics that drive revenue, loyalty, and efficiency Book demo Learn more TRUSTED BY DISCOVER MORE DISCOVER MORE Unlock the full value of roaming Roaming isn’t just another connectivity service, it’s a high-margin growth engine. As international travel rebounds and 5G adoption accelerates, global roaming revenues are projected to exceed $20 billion in 2025, up 19% over pre-pandemic levels. But as roaming becomes more competitive, telecom operators need to stand out. Differentiation hinges on delivering exceptional customer experiences, proactive care, and complete visibility into roaming behaviors. With Subtonomy Roamers, you can transform every roaming session into a revenue opportunity, while building loyalty that keeps customers coming back. Key benefits of Subtonomy Roamers PROTECT AND GROW HIGH-MARGIN REVENUE Detect silent roamers, inbound visitors, and outbound travelers in real time Optimize bundle activations and steer traffic to preferred networks Capture your share of a $20B+ market without extra infrastructure costs BOOST EFFICIENCY AND REDUCE COSTS Cut complaint calls by up to 80% thanks to clear, proactive communication Resolve issues 90% faster with advanced root cause analysis tools Free up your teams to focus on high-value tasks instead of manual investigations DELIVER EXCEPTIONAL CUSTOMER EXPERIENCES Empower customers with self-service control, using our Roaming alarms and API, they can instantly switch roaming providers if the quality drops Improve satisfaction and retention with transparent, effortless roaming journeys SEE EVERYTHING IN ONE PLATFORM Monitor inbound, outbound, and silent roaming in a single dashboard Track usage, performance, and revenue trends across networks and partners Prioritize the right actions with a clear view of how many customers are affected Your Command Center for Roaming Analytics Explore how Subtonomy Roamers visualizes, analyzes, and operationalizes roaming data, so your teams always stay one step ahead. Everything you need, all in one intuitive interface. Dynamic Roaming overview dashboard Monitor key performance indicators (KPIs) in real-time or delve into historical data. Our trend tabs allow you to track performance over time, by country or operator, ensuring you're always informed. Roaming Traffic Alarm Map Visualize service performance across countries. Our color-coded interface highlights issues, allowing immediate identification of affected users. Powered by machine learning, our system automatically adjusts alarm thresholds, ensuring optimal responsiveness. Comprehensive Alarm Table A list of the service performance for all countries where you have roaming subscribers.The alarm map gives an overview of current alarms per country and is a useful view for e.g. a NOC/SOC screen. Drill down to see a specific country, operator or subscriber/IMSI. 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 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 "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 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

Discover trends, challenges and future investments in technical customer support in this market study from 2021. The state of Telecom Technical Customer Support 2021 A vast majority prefers proactive and transparent communication A vast majority prefers proactive and transparent communication A vast majority prefers proactive and transparent communication A vast majority prefers proactive and transparent communication This survey is conducted by Subtonomy and our research partner Next Research & Consulting. It maps trends, challenges and future investments in technical customer support, based on the customers' perspective of the telcos customer support offerings in 2021. In this report we refer telco solely to mobile network operators. The results are based on answers from Swedish end-users in March 2021, as well as findings from previous research. Let’s take a look!

Meet Subtonomy at MWC 2026 and explore AI-powered customer support and future-proof legal data retention. Book a meeting or demo with our expert team on-site. Meet Subtonomy at MWC 2026 See how future-proof data retention and telecom-ready AI can transform your operations. We’re heading to MWC Barcelona 2026, and this year we’re putting the spotlight on two areas shaping the future of telecom operations; AI in Customer Support and Legal Data Retention. Meet our expert team on-site for hands-on demos, technical deep dives and 1:1 sessions in our private meeting room. Book a Meeting at MWC Fuel Your AI With Smart, Telecom-Ready Data Supercharge your customer support AI with accurate, real-time telecom intelligence. Most AI chatbots still struggle with technical issues — not because the AI is weak, but because the input data is. Subtonomy changes that. With Subtonomy’s telecom-ready data APIs, your AI can: Understand real network conditions in real time Solve complex technical issues, not only simple FAQ Improve CSAT and FCR instantly Reduce escalations and operational costs Deliver human-like support powered by verified telecom data Experience the AI Demo Legal Data Retention for New EU Requirements Stay compliant with a secure, operator-controlled retention solution. Regulatory expectations are increasing across Europe. Subtonomy REX gives telecom operators a reliable and efficient way to manage legal data retention and lawful requests — without adding operational complexity. With REX, you can: Meet national and EU data retention regulations Handle lawful requests with accuracy and full traceability Expedite quick data freeze Provide validated data to authorities quickly and securely Reduce manual steps and operational risk Maintain strict access control and compliance Experience REX Why Meet Subtonomy at MWC? Meeting us on-site gives you direct access to: New AI data capabilities purpose-built for telecom A future-proof approach to data retention and compliance Insights from operators across Europe A private room for in-depth discussions Dedicated experts ready to explore your use cases Location: MWC Barcelona – Fira Gran Via Subtonomy Private Meeting Room (Hall 2, Meeting Room 2A61MR Dates: 2-5 March 2026 Availability: Book a meeting, schedule a demo or request a technical deep dive. Slots are limited. Ready to meet us at MWC? Secure your session and discover how Subtonomy is rethinking telecom support and legal data retention.

Welcome to Subtonomy - Are you ready to take telecoms to the next level? Then we are a great match. Join us on our mission to Rethink Telecom Customer Support. Senior Software Developer We are looking for a Senior Software Developer to join our DevOps team. Our DevOps team is responsible for our product development, architecture, software development, and maintenance of the Subtonomy platform and associated products and solutions. Subtonomy is a scale-up company with an agile way of working. Our DevOps team is focused on delivering code to a high standard ensuring we meet the security, performance, and scaling demands that help keep Subtonomy’s and our clients’ data secure. Who you are: You have a Master’s in Computer Science or equivalent area of technical studies (experience that can substitute for a degree) You have excellent problem-solving and troubleshooting skills, and can communicate your ideas clearly. You have a best practice knowledge of IT Operations in an always up, always-available service. You have experience with agile software development using C/C++, Java, Scala, SQL, PHP, Javascript, Spark and, Kafka, and enjoy challenging yourself and your team to improve your ways of working. You are experienced in administering and deploying development in CI / CD tools such as Git, Jira or Jenkins. You are an excellent communicator in spoken and written English with a keen sense of customer service. You are a team player who cares about the success of the project and your team. You have operational responsibility for the services owned by your team, which may include participating in an on-call rotation. You are an EU citizen working from Sweden (due to security clearance). We offer: Competitive salary and pension package. Flexibility to choose your work tools, such as computer and mobile phone. Work from our modern office in Stockholm Slussen, or the comfort of your own home or a mix. We value work-life balance. A fun workplace with activities both at the office and outside of work. Kind and helpful colleagues. About Subtonomy Since 2012, Subtonomy has been a product company specialized within the telecom industry providing our tailored solutions to mobile network operators. If you are curious to find out more what exciting things we have done in the past together with some of our clients you can take a look here: subtonomy.com/cases We would love to hear from you and learn more about your qualifications and interests. Please send your CV to info@subtonomy.com to apply for this exciting opportunity. If you have any questions, please feel free to reach out to our CTO, Magnus Zimmerman, at magnus.zimmerman@subtonomy.com . We look forward to your application! Stockholm / Hybrid / Remote Senior Software Developer Read More Open positions Life at Subtonomy Head Office Subtonomy Katarinavägen 19 116 45 Stockholm SWEDEN info@subtonomy.com

Supercharge telecom support with SubSearch. Our agent assist gives CSRs, CSMs & CX Managers a 360° view to boost FCR, cut AHT by 47%, and automate 75% of support. SubSearch The Unified Agent Desktop for First-Class Telecom Support Transform your customer service with a true 360° view of your customers and network. SubSearch is the premier agent desktop application for the Subtonomy Platform, translating complex, multi-source data into one-click answers. It empowers your team with every insight at their fingertips , enabling them to deliver first-class care , reduce call times, and proactively solve issues. Book demo Learn more OUR CLIENTS We believe every client is a valuable long-term partner. How it works: From siloed data to empowered teams STEP 1 INGEST AND INTEGRATE ALL YOUR DATA The core Subtonomy Platform connects to all your sources. Plug into your existing tech stack, network probes, OSS/BSS, CRM, billing, and more, with our integration-ready APIs. We ingest and enrich terabytes of data in real-time STEP 2 ANALYZE AND CORRELATE IN REAL-TIME The Subtonomy platform's powerful ML engine contextualizes this data 24/7. It correlates network events with individual customer experiences, identifies root causes, and generates network-aware diagnostics and actionable insights for any customer, service, or network cell. STEP 3 POWER DIGITAL SELF-SERVICE VIA API The platform's insights are delivered via API to your digital channels. Deflect routine tickets by powering your chatbots, customer apps, and IVR with real, network-aware answers to automate 75% of routine technical support. STEP 4 EMPOWER 1ST LINE ' SUPPORT HEROES ' VIA SUBSEARCH SubSearch delivers this same unified intelligence to your first-line agents. This is true agent assist: we guide agents with real-time context and diagnostics, empowering them with one-click troubleshooting to boost FCR and become 'customer heroes'. STEP 5 EQUIP 2ND LINE AND EXPERTS WITH DEEP DIAGNOSTICS SubSearch provides the deep diagnostics your 2nd line support and technical experts need. They use the same platform and interface to access rich historical data, pre-analyzed map views, and advanced analytics to solve the most complex issues without escalation and cut AHT. Tailored benefits for your entire service team For Customer Service Managers: Build a team of Support Heroes Turn your call center into a hub of excellence. The platform's unified data, delivered through SubSearch, gives your agents the confidence and the answers to solve issues on the first call. This slashes AHT by 47%, reduces escalations by 60%, and dramatically cuts new agent training time. For Product Managers: All service insights at your fingertips SubSearch is your first window into rich, real-world data. See what network issues are really driving calls. Use the pre-analyzed map views and customer history within SubSearch to spot performance trends and inform your network and product strategy. For CX Managers: Drive digital transformation & customer loyalty Drive true digitalization and CX. The SubSearch solution, including its self-service APIs, provides the unified insight to automate 75% of routine support, dramatically decreasing service costs . This enables personalized, omni-channel support 24/7 by powering your digital channels with the same trusted data your agents use. This seamless experience improves customer loyalty , stops churn, and reveals service insights to enable new revenue streams. The complete toolkit for First-Class Support Deliver an exceptional experience across all your support channels. The Subtonomy platform unifies your data, and our applications deliver it where you need it most. Combine SubSearch for your agents with our Self-Service APIs for your digital channels to create a seamless, intelligent support ecosystem One-click troubleshooting Make daily life in the call center much easier with a hassle-free onboarding process, simplified troubleshooting already in first-line boosting first call resolution. Your agent will be empowered to identify if, and what trouble, the individual customer is experience and next best actions on how to resolve the potential issues. Any issues affecting the customer’s network experience or device performance is clearly stated to support agents via color-coded and clear text messages. Seamless support in a second (real-time & historical data) No more long wait time and slow systems. Get instant access to real-time and historical data, boosting efficiency and valuing your customer's time. Support agents can view a customer's complete action history, including previous troubleshoots or speed tests. This enables agents to validate both current and past network experiences for each customer, fostering accurate and transparent dialogue. Pre-analyzed map search & Google Maps integration SubSearch gives your Support Agents access a complete history of cell connections over specific time frames, all within our user-friendly map view. The Support Agents can dive deeper to spot potential issues with detailed cell views. And thanks to Google Maps integration, they can swiftly switch to Street View to understand geographical factors that might be impacting performance. Proven results from leading European Telecom Operators 75% AUTOMATED TECH SUPPORT 60% REDUCED ESCALATIONS 47% DECREASED CASE AHT 20% REDUCED CALLS TO CONTACT CENTER 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 The Complete Subtonomy Support Application Suite Automated self-service APIs Scale your support effortlessly with Subtonomy's Technical Self-Service API. Designed to integrate seamlessly into all digital support channels, our API delivers real-time, personalized tech support, providing the same level of transparent and accurate information to your customers that your agents have on their desktops. Discover more AI-powered Chatbots 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. Discover more Support enterprise customers CorpDash empowers your team to pinpoint underperforming enterprises and resolve issues before they disrupt relationships. With advanced 5G control, automated SLA reporting, and real-time insights, you’ll be able to enhance service quality, unlock cross-sell opportunities, and proactively manage networks - all from one seamless platform. Discover more Frequently Asked Questions about SubSearch 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 SubSearch and the Subtonomy platform. What is Subtonomy SubSearch? SubSearch is a unified agent desktop application that runs on the Subtonomy Platform. It gives telecom support agents a 360° view of customer and network data to solve issues faster and provide first-class care. Do I need the Subtonomy Platform to use SubSearch? Yes. The Subtonomy Platform is the essential foundation for the SubSearch application. The platform connects to all your data sources and provides the real-time and historical analysis, while SubSearch is the application that delivers those powerful insights to your teams. How does SubSearch empower support agents? SubSearch empowers agents by providing them all the data (network, device, service, billing) in one place and at single customer level. The platform's analysis provides clear root causes and next-best actions, eliminating guesswork and turning agents into "support heroes" who can solve problems on the first call. How long does it take to launch SubSearch and the Subtonomy Platform? A typical project to launch the Subtonomy Platform and SubSearch takes 3-6 months, largely depending on the number of data sources that are part of the project. Once the platform is up and running, adding new applications on top of it is done in just a couple of days or weeks. You can read how Telia Finland describes their implementation project here. What is the pricing structure for SubSearch? SubSearch is offered as a SaaS license. Our pricing is primarily based on the number of IMSIs (subscribers) on your platform, and we include a generous number of licenses for your support agents. We want as many people as possible within your organization, from customer service agents to product and CX teams, to learn from the insights. This model ensures the application and platform remain an "evergreen" source of value for your entire business. SubSearch in action: Telecom customer cases Don't just take our word for it. See how leading telecom operators are using the SubSearch application to empower their teams, reduce costs, and deliver first-class care. From Telia Finland's rapid implementation to Telia Estonia's 60% reduction in escalations and Telia Sweden's boost in support efficiency , the results are clear. Explore these highlights below or see all our customer cases for more. Telia Company delivers excellent customer experience Download now Telenor's automated self-service offers improved customer experience Download now Telia Finland: 10 keys to success in an cross-division implementation project 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.

Power your AI chatbots, IVRs, and apps with our Technical Self-Service API to automate real-time troubleshooting and deliver 24/7 expert support. Intelligent Technical Self-Service & Automation API Transform Frustrating Chatbots into 24/7 Expert Solvers. Elevate your customer support by connecting your AI chatbots, IVRs, and apps to our 360° data-driven platform. Go beyond simple Q&A and deliver accurate, real-time technical support, troubleshooting, and proactive alerts across all your self-service channels. Book demo Learn more OUR CLIENTS We believe every client is a valuable long-term partner. Stop frustrating your Customers with unintelligent Self-Service Chatbots are now the most popular self-service channel, but they are seldom intelligent. Most AI chatbots lack access to real-time network and customer data, leading to failed troubleshooting, endless loops, and intense customer frustration. They can answer "What's my bill?" but fail at "Why is my internet slow?" This is where your support breaks down. To deliver real automation, your channels need real-time data. They need to think like an expert agent. The API That Makes Self-Service Smart Subtonomy's Technical Self-Service API is the solution. It's designed to integrate seamlessly into all your digital support channels, providing the same transparent and accurate information to your customers that your expert agents see on their desktops. Powered by our core SubSearch API, this solution provides the deep technical intelligence to make your existing chatbots and apps smart. By leveraging our 360° data-driven technology, your self-service channels can finally: Execute advanced troubleshooting: Allow customers to diagnose and solve complex technical issues directly in-chat, from device problems to network performance. Deliver hyper-personalized support: Use real-time data to understand the customer's unique service experience and provide answers specific to them, not generic FAQs. Provide real-time Updates: Keep customers in the loop. Proactively inform them about open trouble tickets and network faults, eliminating needless callbacks. Automate with confidence: Automate up to 75% of your technical support interactions with an intelligent, responsive, and cost-efficient operation that is always on point. A comprehensive API Framework built to grow Our Technical Self-Service API is the foundation for your entire digital support strategy. This being the most important one to get started, it is part of our more comprehensive API framework. Once your intelligent chatbot is running with our SubSearch API, you can easily add more capabilities. For example, add our Roaming API to showcase detailed roaming information and troubleshooting in the very same self-service channels. Start with one solution and build a complete, automated support experience. Proven results from leading European Telecom Operators 75% AUTOMATE 75% OF YOUR TECH SUPPORT CASES, LEAVINGS YOUR CSRS FREE TO HANDLE THE MOST COMPLEX CASES. 24/7 DELIVER ROUND-THE-CLOCK, PERSONALIZED AND ACCURATE SUPPORT ACROSS BOTH DIGITAL CHANNELS AND IVR. 300% INCREASE YOUR DIGITAL ENGAGEMENT AND USE THE RESULTING INSIGHT TO PRIORITIZE NETWORK DEVELOPMENT. 20% REDUCE STRESS ON YOUR CONTACT CENTER WITH SELF-SERVICE THAT PROVEN TO REDUCE CALLS TO CUSTOMER SERVICE BY 20%. 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. MIKAELA KOSKIJEV, NOW AHLNAS Business Developer, Telenor Sweden Self-service in action: Telecom customer cases Don't just take our word for it. See how leading telecom operators are using the SubSearch API for self-service and integrating with their current support stack to empower their teams, reduce costs, and deliver first-class care. From Telenor Sweden's automated self-service in app and IVR to Telia Sweden's boost in support efficiency , the results are clear. Explore these highlights below or see all our customer cases for more. Telia Company delivers excellent customer experience Download now Telenor's automated self-service offers improved customer experience 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.

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