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Subtonomy Devices provides telecom operators with a customer-centric service performance analysis per device in real-time for an unmatched telecom service assurance. Home / Products / See Exactly How Devices Perform on Your Network Are the most popular devices delivering world-class customer experiences? Or are they the hidden source of your service complaints? Subtonomy Devices provides your NOC with instant, actionable intelligence on how every vendor, model, and software version impacts your network performance. Move from reactive troubleshooting to proactive problem resolution. Book demo Learn more OUR CLIENTS We believe every client is a valuable long-term partner. Turn Device challenges into operational wins The black box: is it the Network or the Device? As a Head of NOC, your team is under constant pressure to maintain service quality. Network KPIs might look green, but customers are still reporting issues. Is it a faulty software update from a vendor? A specific handset model failing to connect? Or a genuine network fault? Without clear, real-time device data, troubleshooting is slow, support costs rise, and your network is often blamed for device-specific faults. Your single source of truth for Device performance Subtonomy Devices turns that black box into an open book. We provide instant access to performance data for every device in your network , allowing you to see exactly how they perform and what usage patterns emerge. Empower your operations team to identify and resolve issues with specific vendors, models, or software versions. This isn't just data; it's the insight you need for easier problem resolution and proactive quality of service improvements. Key capabilities for your Network Operations Empower your NOC to move from reactive to proactive. Our Device Application transforms network challenges into clear, actionable insights, pinpointing critical improvement areas in seconds. Gain an immediate, in-depth look at performance metrics (KPIs) for various models and software versions, enabling you to benchmark them against other devices and your overall network service performance. This solution helps your team instantly identify the network's worst-performing devices, aggregate comprehensive data for faster, more precise issue resolution, and track performance after major OS upgrades. Streamline your operational efforts and ensure an exceptional service experience for every customer, regardless of their device. Identify & isolate issues instantly Give your NOC a clear, instant view of device-related problems to ensure your top models are running smoothly and providing an excellent customer service experience. You can immediately drill down into performance and usage pattern KPIs to pinpoint "bad actors," whether it's a specific vendor, model, or software version. Instantly identify your worst-performing devices using dashboards that track Voice Fail Rate, SMS Fail Rate, and Data Fail Rate by brand or model. The solution allows you to categorize phones and data devices, analyzing performance across all technologies from 2G to 5G. This provides detailed insights into service-specific dashboards for VoLTE, voice users per tech, and data volume per tech. Benchmark & compare everything Context is key to understanding performance, which is why our solution allows you to compare and benchmark everything. The Device Information panel lets you select a specific model, like an iPhone 17 Pro, and directly benchmark it against a competitor, like a Samsung Galaxy S24 Ultra. See detailed, side-by-side KPI comparisons for voice, data, and SMS performance across all network technologies. Most importantly, you can pinpoint potential issues after upgrades by tracking KPI progression for specific software versions (SV) over time. This allows you to see if a new OS release is causing a rise in Call drop rate or PS fail rates, catching performance regressions before they impact your entire subscriber base. Understand real-world usage & distribution Go beyond your own network borders to understand the complete device landscape. The unique Popularity Map allows you to see the geographic distribution of different phone vendors and specific models, such as the iPhone 13 or iPhone 17 Pro. This data is indicated with both figures and colors per municipality, showing you where your most popular devices are concentrated. This provides invaluable insight on device usage that can be shared with your network, device, and product departments, serving as crucial planning input for marketing and network rollouts. Integrate & act on data Get the right data to the right teams, right when they need it. The application provides detailed tables for Most used devices, KPIs per model/SV, and 5G (NSA) data volume per model, giving your teams the granular data they need for deep analysis. You can analyze trends over 7, 14, 28, or 56 days, ensuring you have both a real-time pulse and a long-term view of device performance to support your operational and planning decisions. 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 @ Three Sweden & Denmark Frequently Asked Questions about Devices 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 Devices application and the Subtonomy platform. What is Subtonomy Devices? Subtonomy Devices is an analytics application, running on the Subtonomy Platform, that gives your Network Operations Center (NOC) instant access to performance data for every device on your network. It's designed to help you understand exactly how different vendors, models, and software versions perform and affect your service quality, allowing you to move from reactive troubleshooting to proactive problem resolution. How can Devices application help my NOC reduce troubleshooting time? It ends the "network vs. device" guessing game. When a customer reports an issue, your team can instantly see if the problem is isolated to a specific handset model or software version. This allows you to pinpoint the root cause in seconds, rather than hours, drastically reducing mean time to resolution (MTTR) and support costs. How do I know if my most popular devices are giving customers an excellent experience? The Devices application allows you to identify your most used devices and see their specific performance KPIs. You can then use the benchmarking feature to compare their performance (e.g., call setup success, data speeds, VoLTE quality) against the network average or other models. This tells you if your most popular devices are secretly your biggest source of service complaints. Can I track performance regressions after a major OS update? Yes. The application lets you see software version volume and KPI progression over time. This is crucial for spotting if a new OS or software version from any vendor is causing new issues, such as increased call drops or CS Fallback failures, allowing you to quantify the impact and engage the vendor with proof. Does the platform support 5G and VoLTE? Absolutely. The Devices application fully supports and categorizes devices across 2G, 3G, 4G, and 5G networks. It includes detailed dashboards and KPIs specifically for modern services like VoLTE (LTE) and can track their performance by handset. How can I share this Device data with other teams? The data is available directly in the web application, but it can also be exported via Microsoft Excel for reporting or integrated with your other systems via a Northbound export. We also provide an IMSI export of customers affected by a specific issue, allowing your proactive care teams to act quickly. 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.

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

AI-powered telecom customer support and APIs for CSPs from Subtonomy. Resolve issues faster with self-service, agent tools and diagnostics. Book a demo. TAILORED FOR TELECOMS Telecom Customer Support, Supercharged with AI. Always On. Resolve issues instantly with AI chat, agent tools, and network-aware diagnostics – built for CSPs and ready to plug into your existing stack. Book a demo See how it works TRUSTED BY Why CSPs choose Subtonomy AI-powered telecom customer support for CSPs – self-service, agent assist & network-aware diagnostics. 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.

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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 2026 Meet Subtonomy at ISS Europe. 2-4 June 2026. Prague, CZ Learn more MWC 2027 Meet Subtonomy at MWC. 1-4 March 2027. Barcelona, Spain Coming soon

Subtonomy’s Data Platform enables telecom operators to monitor, analyze, and optimize network performance in real-time, driving operational efficiency and customer satisfaction. Home / Data Platform & Support Engine / The Subtonomy Support Data Platform UNIFIED, PROACTIVE AND INTELLIGENT Subtonomy's integrated data platform consolidates complex telecom data into a single, unified source of truth, empowering support teams and self-service channels with real-time, actionable insights. A Unified Architecture for Customer Support The core challenge in telecom support is data chaos. Information is fragmented across BSS, OSS, and network silos, making it impossible for agents to get a quick, accurate answer. The Subtonomy platform is designed to solve this. It breaks down data silos by creating a single, pre-processed, and enriched data layer. This architecture shifts support from reactive to proactive, providing 1st line agents, 2nd line technicians, and AI-driven channels with a complete, 360-degree view of the customer's experience. This is the engine that drives lower Average Handle Time (AHT), higher First Contact Resolution (FCR), and improved customer satisfaction. Comprehensive Data Sources for a 360° View The platform is data-source agnostic, built to collect, process, and correlate data from every corner of the operator's ecosystem. NETWORK PERFORMANCE DATA (2G-5G & FIXED) Collects and analyzes real-time signaling from all mobile generations (2G-5G), passive probe data (XDRs), and network element logs to understand real-time service performance for voice, data, and streaming. For Fixed Wireless Access (FWA), it ingests AP/RGW (Access Point/Residential Gateway) data to troubleshoot single-customer performance and to visualize clusters of FWA devices on a map for proactive congestion management in the NOC. CUSTOMER AND BUSINESS DATA (BSS) Integrates with multiple CRMs, billing platforms (including CDRs for activity records), and provisioning systems to instantly connect any network event to a specific customer, their subscription, and their service history. SERVICE & TOPOLOGY DATA (OSS) Collects and maps data from service inventory, topology, and assurance systems to understand the complete service chain, from the handset to the core network. DEVICE & SUBSCRIBER DATA Collects device information (TAC), SIM details, and subscription status, allowing agents to instantly validate user equipment and service eligibility. Intelligent Enrichment & Seamless Integration The platform's true power lies not just in collecting data, but in correlating and enriching it to build a clear, simple story for a support agent or API. KEY DATA ENRICHMENTS The platform combines network data with critical business context from sources like CRM, site/cell and cell planning data, speed test results, and map providers (e.g., Google Maps) to provide a complete operational view. MULTI-CRM INTEGRATION Connects to and normalizes data from multiple parallel CRM, billing, and OSS systems simultaneously, presenting a single, unified view of the customer. FLEXIBLE API FRAMEWORK & DATA FEEDS Provides high-performance, pre-processed data via its Self-Service API framework to any channel. This is the engine that feeds: 1st Line Agent Desktops (e.g., SubSearch, CorpDash) AI Chatbots & IVRs Self-Service Applications 2nd Line Troubleshooting Tools MACHINE LEARNING (ML) ENGINE The platform's ML engine proactively analyzes network performance to find deviations and service degradations before customers call, identifying root causes and affected user groups. The Subtonomy Platform manages billions of data transactions daily All data is processed in real-time, with our Machine Learning engine used for finding deviations in service performance before they impact customers. The platform is a robust, carrier-grade system built to handle the extreme volume, velocity, and complexity of new data formats from 5G Standalone (SA) networks and massive IoT deployments. BUILD FOR SPEED This high-performance architecture is the key to successful customer support. In this environment, speed is the differentiator. A customer will not wait for a slow self-service channel. Our platform is built for this reality, delivering sub-second search results that make real-time support possible. ACTIONABLE INSIGHTS This speed is the key enabler for successful AI Chatbots and Self-Service APIs; if the search is slow, customers will abandon the channel and call support, defeating the purpose of automation. This performance transforms raw, technical data into actionable insights, presenting information in easy-to-understand graphs, anomaly diagrams, map-based views, and simple overview summaries. A Trusted, Secure and Scalable Platform The Subtonomy platform is a proven, carrier-grade solution implemented at leading operators. Security and integrity are at the core of its architecture. ISO 27001 CERTIFIED Subtonomy is ISO 27001:2022 certified. This demonstrates our commitment to the highest international standards for Information Security Management Systems (ISMS) across our product development, support, and business operations. FLEXIBLE DEPLOYMENT & LICENSE MODEL The platform is provided on a SaaS license model and can be installed either on-premise for full data sovereignty or in a private/public cloud environment to fit your IT strategy. STRICT, GRANULAR ACCESS CONTROL Enforces strict Rule- and Role-Based Access to ensure agents, technicians, and APIs only see the specific data required for their role. All actions are logged for complete traceability. FUTURE-PROOF & DATA SOURCE AGNOSTIC The platform is not locked into specific network vendors or IT system providers, making it a flexible, future-proof investment. SCALABLE BY DESIGN Our licensing model is built for scalability and includes an unlimited number of users (agents, 2nd line, etc.), ensuring the entire support organization can benefit without friction. FAST INSTALLATION PROCESS Go from order to system acceptance in just 3-6 months. Our efficient, streamlined process delivers a fully functional solution, not a multi-year integration project. ANY data source, ONE great support experience Passive probes Anritsu, Polystar, Viavi, Netscout and more For example control plane data for both circuit switched and packet switched networks, user plane data which provides information about uplink and downlink data flows and throughput as well as deep packet inspection (DPI) which gives a service-level view of services being consumed. BSS Data Business Support Systems Billing data, TAP files, work orders and more. OSS Data Ericsson, Nokia, Huawei, ZTE Network inventory, service orchestration and 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. Is the Subtonomy platform cloud-native or on-premise? Our platform is designed for flexibility. It can be deployed as a cloud-native solution (private or public cloud), or on-premise, ensuring it fits your security and infrastructure requirements. How does the platform handle massive data volumes in real-time? Built on a highly scalable architecture, the platform processes billions of network events daily. It uses stream-processing technology to ensure that data is translated into actionable insights in seconds, not hours. Does the platform require new expensive network probes? No. While we can integrate with existing probes, our platform is "vendor-agnostic." We can ingest data from a variety of sources (vendor logs, multiple probes, OSS, BSS) to provide a complete view without requiring additional hardware investment. How is data privacy (GDPR) handled within the platform? Privacy is core to our architecture. The platform includes robust data anonymization, and role-based access controls (RBAC) to ensure that sensitive subscriber data is protected while still providing actionable insights for support teams. Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

Telia has refined and improved work processes to streamline its business outcomes and improve the customer experience with new customer support tools from Subtonomy. Home / Insights / Customers / Telia Sweden - Increasing customer support efficiency Telia is constantly looking to refine and improve work processes to become more efficient, streamlining its business outcomes and improving the customer experience. In particular, Telia identified the potential to improve the handling of mobile support cases. Download this case to find out how they have increased support efficiency of its second-line technical support by up to 50%.

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.

Telenor uses Subtonomy to reduce queue times and handling time for FWA customers while improving self-service opportunities. Home / Insights / Customers / Telenor delivers exceptional 5G FWA experience with Subtonomy Today, customers expect to be connected wherever they are. Customers just want an instant, reliable, high-speed and stable broadband connection - they don’t care how it’s delivered. This is where 5G fixed wireless access (FWA) is a game changer. Now service providers can connect ALL their customers affordably and reliably wherever they are - even when they’re far from fiber networks. Explore how Telenor delivers exceptional 5G FWA Experience and Telecom Customer Support to its customer with Subtonomy.

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Power your AI chatbots, IVRs, and apps with our Technical Self-Service API to automate real-time troubleshooting and deliver 24/7 expert support. Home / Products / 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.

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.