Subtonomy product suite of network-aware applications and AI-ready APIs for telecom customer support and service assurance. Home / Products / 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

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.

The Telecom Customer Support market study 2023 maps trends, challenges and future investments in technical customer support in South Africa. Home / Insights / 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.

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

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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!

Discover trends, challenges and future investments in technical customer support in this market study from 2021. Home / Insights / 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!

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 delivers excellent Customer Experience with Subtonomy As technology evolves, so do our expectations of excellent customer service. Regardless of what we want to do, we want it to happen immediately, at a time that suits us, and via our channel of choice. And when we speak on the phone or chat with customer service, we want to get our problem solved first time, every time. Download this case to find out how Telia building tomorrow's Customer Experience.