World-class solutions from Subtonomy to address Telecom Technical Customer Support, AI chatbots, Automations, 5G service assurance and API integrations. 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% Satsified 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

Subtonomy world-class solutions for telecoms customer support and network operations; 5G customer support, fixed wireless access and lawful intercept. Telecom Solutions - that goes above and beyond Digital technologies are transforming almost every aspect of our society at an unprecedented speed and scale – from AI in the connected home, to 5G-powered industries, remote working and metaverse-based gaming. Wherever they are and whatever they’re doing, one thing all your customers agree upon is the need to stay connected. Our Solutions The Total Solution for Telecom Customer Support Discover the most extensive solution for technical customer support that is tailored for the telecom industry. Meet today's challenges and ever increasing demands and deliver an outstanding customer service and support with a unified customer-centric view. Read more Revolutionize 5G FWA and Mobile Broadband Support Experience Accelerate into 5G broadband with our Fixed Wireless Access (FWA) support suite, designed to operate seamlessly across all your digital channels - from AI chatbots and mobile apps to self-service platforms, automations, IVR, and call centers. Read more Secure Data Retention and Geolocation Services Automate, secure and speed your responses to lawful mass geolocation, emergency call location and criminal investigations requests. While remaining completely compliant. Read more Consolidate multiple complex data sources Aggregate data from diverse sources - such as passive probes, BSS & OSS, cells, devices and more. Run multiple CRM systems or probes in parallel, or switch to new sources as your telecom data setup evolves and get a real-time, individualized 360° view of customer experiences. Read more Solutions for Technical Customer Support Rethink Telecom Tech Support This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information. Put brains to your AI chatbot This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information. Level up Fixed Wireless Access and 5G Broadband This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information. Automations to ease your mind This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information. 5G Service Assurance for all customers This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information. Speed responses to Lawful Requests This is your Service description. Use this space to describe what the service entails, benefits for users and any other important information.

The Telecom Customer Support market study 2023 maps trends, challenges and future investments in technical customer support in South Africa. Attitudes to Customer Support in South Africa 2023 The global wave of increased digitalization hasn’t bypassed Southern Africa. As internet access has grown, and smartphone penetration increased, its youthful population and rapid urbanization have emerged as strong drivers of increased digitalization. When they get online, South Africans quickly adopt similar behaviors to those seen in mature Western European markets. Subtonomy’s study reveals, for example, that: 97% are using at least one social media platform 88% are watching the latest movies or streaming TV 86% are paying bills or reading news online 74% are using their mobiles to work from home or to access video conferencing apps 56% are gaming on their handsets 28% are controlling smart home applications.

The State of Telecom Customer Support in UAE share the latest insights from one of the world's most advanced telecom networks in the world. The State of Telecom Customer Support in 2024 The world of telecom customer support is changing fast! Are you ready to meet customer demands for faster, smarter, and more proactive support? Our State of Telecom Customer Support 2024 report maps out the key trends shaping the future of telecoms. Get your free copy to learn more! Download this report to find out Telecoms customers' expectations from operators What customers want from their provider Current customer support experience Recommendations to meet customers' support needs and desires to stay relevant and increase customer loyalty.

Subtonomy is the world-leading product provider for telecom customer support - offering a wide range from agent desktop, technical self-service and APIs. Subtonomy products Subtonomy offers a comprehensive product portfolio tailored to meet the critical needs of the telecom industry. Products for Telecom Customer Support SubSearch - Consolidated agent desktop Unlock seamless Tech Support with our 360˚data driven dashboard. Elevate agent performance and deliver personalized experiences – All in ONE centralized hub. Read more Automation & Self service APIs Elevate your customer support with our 360˚ data-driven platform, providing accurate tech support, real-time updates and targeted alerts across all digital channels - chat, IVR, mobile apps or website. Read more CorpDash - Support your Enterprise Customers Proactively support your Enterprise Customers and ensure 5G quality with precision control. Automate SLA reporting, and proactively manage handovers and network slices – All in ONE dynamic solution. Read more BrandDash - analyze and benchmark MVNOs, brands & IoTs Benchmark and analyze slices of your network with ease. Get full picture of brand performance and detect misusage outside of contract and see number of devices and users. Read more Products for Telecom Service Assurance NocMap - Customer-centric performance in real-time Analyze network performance through the lens of customer impact and understand the real-world experiences of each customer. Read more Optimize network performance for every Device Enhance your network's efficiency with tailored insights into how each device, from cutting-edge smartphones to older models, impacts your network. Read more Crowds - Monitor your Smart Places With an accurate 360˚ view of your venue, event or smart place, you can instantly monitor how your network performs down to cell and handset level and empower your operations center with historical and real-time data. Read more SubCell - customer-centric radioplanning Revolutionize how you plan, build, and adapt your mobile network with customer-centric radioplanning across all technologies and spectrums, ensuring peak performance and customer satisfaction. Read more Interconnect - filter traffic by carrier or country Automatically analyze problematic destinations, plan destinations and do follow-up SLA:s and correlate user related issues with interconnect alarms. Read more Roamers - analyze ALL roaming traffic Significantly improve customer service experience for all roaming traffic and decrease complaint calls by 80% and improve case efficiency by 90%. Read more

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. 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.

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. Crowds Crowds Crowds Crowds Monitor your Smart Places. Instant and over time. With an accurate 360˚ view of your venue, event or smart place, you can instantly monitor how your network performs down to cell and handset level and empower your operations center with historical and real-time data. And with everything in one place, you’ll never be caught off guard. 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. Revolutionize venue monitoring: from pop-ups to smart established places For bigger gatherings, such as sport events and music festivals, there are many things to be handled. Network needs to be planned and optimized properly in advance and during the event. It needs to monitored in a good way so appropriate actions can be taken if something happens. Meanwhile reporting status and KPI's to different stakeholders. Afterwards a proper event follow-up is in place. When managing all this, it is not enough to just know the network behaviors; what users are attending, what devices they have and their usage behavior for a certain kind of event will be just as important. Monitor network related KPIs Crowds gives you control over how many users were served by your network, how much traffic they generated and how they perceived the delivered service quality. With the intuitive web interface it is easy to setup and mange new and previous events and venues. The user can filter and select a specific venue or event and time period to see network related KPIs, such as which cells are causing poor service experience during an event. An overview visualizes usage per day and services (voice / SMS / data) and number of active subscriber. It is possible to drill down to hourly data for each KPI. Different reports from each selected event can be generated and shared within your organization and it is possible at a later stage to go back and look at old events. 1. Calendar overview Access historical reports for both events and venues, tailored to your needs. In our system, a venue is defined by a specific cell configuration, while an event covers a designated time period. Get the comprehensive data you need, when you need it. 2. Cell footprint Gain insights into cell performance during events with a real-time breakdown of top-performing and underperforming cells. Make data-driven decisions to optimize your network. 3. Roamers per operator Get a comprehensive view of all users at an event, whether they're roaming or permanent. Our dashboard highlights key performance indicators, device usage, and service quality insights, enabling you to understand user behavior and experience in real time. 4. Easy stakeholder reports While delivering real-time reports and key performance indicators to stakeholders, our platform ensures robust post-event follow-ups. Equally crucial is understanding attendee profiles, device types, and usage patterns for each specific event. With Subtonomy, you get a 360˚ view for better decision-making. Advanced analytics In the side panel, easily filter by venue, event, or time frame to view critical network KPIs. Identify problematic cells affecting service quality during events. Our dashboard offers daily overviews of service usage — voice, SMS, data — and active subscriber counts. You can also delve into hourly KPI details. Generate and share event-specific reports across your organization, with the flexibility to revisit past data anytime. Cell Performance: Gain actionable insights into each event by identifying top-performing and underperforming cells. 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 Get in touch for a free demo

Telia Norway improves the roaming customer experience while improve efficiency internally with Roamers NOC app from Subtonomy. Telia Norway handling 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% -80% -80% -80% complaint calls -90% -90% -90% -90% reduced investigation time for roaming cases CX CX CX 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

Subtonomy's AI Telecom Customer Support chatbots offer telecom support and effortless AI technical self-care 24/7 through telecom self-service automation. AI THAT TALKS TELECOM Tech Support That’s Always On, Powered by AI 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. Contact Sales See it in action Explore our AI-powered chat solution Intelligence empowering every interaction AI-powered self-care Give your customers the tools to be their own tech experts. With Subtonomy’s AI-driven self-care, they can resolve issues instantly, all on their own. Telecom-specific insights Unlock the power of data with insights tailored specifically for telecom operators. Stay ahead of the curve with solutions built to solve the unique challenges of your network. 24/7 Intelligent Support Offer round-the-clock, personalized and smart tech support via chatbots, enhancing customer experience and operational efficiency with AI and ML-driven insights. Your customers deserve effortless care Always-on, always available Your customers never have to wait. Subtonomy’s AI-powered solution offers instant tech support around the clock, resolving issues in real-time and keeping your ticket queues clear - day or night. Seamless integration, instant results Our AI chatbot and self-service APIs seamlessly integrate into your existing telecom systems, and support operations providing immediate value. Personalized experiences, happier customers Deliver seamless, cross-channel customer support, from mobile apps to web-based tools. Tailor each conversation to your customers’ needs, delivering hyper-personalized, human-like support that boosts satisfaction and keeps them coming back. Powered by real-time insights With pre-analyzed data at its fingertips, the AI becomes incredibly smart, delivering personalized, instant support based on a deep understanding of your customers’ service experience. Behind the Chat: Watch the step-by-step guide to our AI solution TESTIMONIALS "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 Business Developer Read Customer Story 75% tech support cases automated 24/7 resolving tech issues around-the-clock "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 Read Customer Story 60% cut in escalations 47% reduced average case handling time Frequently asked questions Who can use Subtonomy AI chatbot agents? Subtonomy AI is available to telecom clients using the SubSearch customer tech support application and self-service APIs. What AI models power Subtonomy's solution? The Subtonomy data platform leverages Machine Learning to analyze all telecom data, including OSS, BSS, passive probes, customer data, and more. GenAI powers human-like chatbot conversations. Read more in this article. Can we integrate with our AI agent? Yes, Subtonomy's AI-powered chatbot solution can be accessed through the Subtonomy app interface or integrated with your existing chat solution via our technical self-service APIs. Is all customer data safe? Yes, all customer data is safe and secure. Subtonomy is ISO 27001 certified , the highest global standard for information security (ISMS), and we fully comply with GDPR regulations. All data transferred to the GenAI model is completely anonymized. Additionally, the AI chatbot solution can be implemented on-premise for enhanced control. SUBTONOMY BLOG Discover AI in Customer Support 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