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Subtonomy, founded in 2012. We provide telecom operators with smart customer support applications, AI APIs and security solutions to enhance customer experience. Home / About / About Subtonomy Rethinking Telecom Customer Support Subtonomy is the only telecom product provider dedicated to technical customer support — and we’re proud to lead the way in this critical industry. We combine cutting-edge technology with deep telecom expertise to remove the barriers holding operators back. The result? Future-proof solutions tailored for telecom that transform customer experience, streamline operations, and strengthen telecom security. We believe that world-class support isn’t a dream. It’s a standard. And with Subtonomy, that standard is already here. Why Subtonomy? THE CHALLENGE Support that can’t keep up In a world where people expect answers here and now, too many telecoms are still working with systems that move at yesterday’s speed. Information is scattered across silos. Agents lack visibility. Customers wait. The result? Frustration, inefficiency, and missed opportunities. We see this daily — and we’re here to change it. OUR MISSION Subscriber Autonomy Our name says it all: Subscriber + Autonomy = Subtonomy. We build technology that gives customers the freedom to solve issues themselves, while giving operators full control and insight into every connection. Our philosophy is simple: when subscribers gain autonomy, operators gain efficiency — and everyone wins. The Subtonomy Difference: Intelligent Support & Security INTELLIGENT SUPPORT Smarter support for smarter networks Our ML-powered applications and AI-ready APIs break down silos and bring customer and network data together in a single, intelligent view. Operators move from reactive firefighting to proactive, predictive care — improving satisfaction, cutting resolution times, and lowering operational costs. INTELLIGENT COMPLIANCE Lawful intelligence, simplified Support and security go hand in hand. Through Subtonomy REX , we help telecoms meet their lawful intercept and data retention obligations with speed, accuracy, and complete compliance. Our platforms are built to the highest security standards, ensuring trust between operators, subscribers, and society. Our Story Born from Experience Subtonomy was founded in 2012 by four telecom professionals with more than 50 years of combined experience. After years of working inside operators and telecom software companies, we saw the same problem repeating: tools that weren’t built for real operational needs. So, we decided to create them. By co-developing with mobile operators, we’ve built a suite of operator-centric applications that fit seamlessly into real processes and deliver measurable results — from day one. 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 ISO 27001 certification Subtonomy demonstrates its ongoing commitment to information security with ISO 27001:2022 certification, the strictest global security standard for information security (ISMS). Our ISMS scope includes our product development, and support process as well as our organization, business operation and office. Read more Emission reduction targets through SBTi Subtonomy is proud to announce its commitment to reducing emissions through the Science Based Targets initiative (SBTi), aligning with the Paris Agreement’s climate goals. This commitment is consistent with what’s required to keep warming to 1.5°C – the most ambitious goal of the Paris Agreement. Read more Meet the team behind the technology Andreas Jörbeck CEO Founder icon linkedin Mail to Andreas Jörbeck icon Fredrik Edwall EVP Sales & Marketing Founder icon linkedin Mail to Fredrik Edwall icon Magnus Zimmerman CTO Founder icon linkedin Mail to Magnus Zimmerman icon Mark Moltzer R&D Founder icon linkedin Mail to Mark Moltzer icon Mikael af Ugglas CISO icon linkedin Mail to Mikael af Ugglas icon Ola Billinger VP Product & Solutions icon linkedin Mail to Ola Billinger icon OPEN POSITIONS Senior Frontend Developer (React) Read about the job Head Office Subtonomy Katarinavägen 19 116 45 Stockholm SWEDEN info@subtonomy.com

Welcome to Subtonomy - Are you ready to take telecoms to the next level? Then we are a great match. Join us on our mission to Rethink Telecom Customer Support. Senior Frontend Developer (React) Apply here Shape the future of React applications at Subtonomy in Stockholm in a role with major technical influence. Join a telecom tech company where your frontend expertise will directly shape the next generation of customer support solutions. At Subtonomy , you’ll play a key role in building modern React applications used by telecom operators worldwide. You’ll have the opportunity to influence frontend architecture, component structure, and user experience from concept to production — working closely with a highly skilled and collaborative development team. About the role A key role in Subtonomy’s continued investment in modern React applications The opportunity to influence frontend architecture, component structure, and UX A close-knit and supportive team with strong technical expertise and fast decision-making A smaller, agile company where you can take ownership and make a real impact The security and benefits of an established employer, combined with flexibility and freedom We offer you Develop modern web applications using React Design and structure React flows and component solutions Collaborate closely with developers on code structure, architecture, and technical decisions Contribute ideas around UI and user experience Work together with backend developers within Java and Scala to create stable end-to-end solutions What you’ll do Flexible workplace Remote work possibilities Professional development opportunities Work with modern technologies Benefits Your team and workplace You’ll become part of a fast-moving company of around 25 employees, where most work within development. The team includes both senior and junior developers, and the culture is characterized by collaboration, knowledge sharing, and a prestige-free mindset. Frontend is a key strategic focus area going forward, and you’ll work closely with other developers to discuss solutions, structure React code, and drive development initiatives forward. Subtonomy works agilely in three-week sprints with daily stand-ups and offers a high degree of flexibility regarding where you work from. Apply here About you We’re looking for someone with several years of experience in React development and who has been involved in decisions around frontend architecture and how modern web applications should be built. You have a strong passion for frontend development, user flows, and technical solutions that create great user experiences. You thrive in collaborative environments where people support each other and move technology forward together. We also believe you are proactive, solution-oriented, and enjoy discussing new ideas and improvements. Experience in backend development with Java or Scala is considered a plus, but frontend development will be your primary focus. Please note: As the role is security classified, you must be a Swedish citizen. You should also feel comfortable communicating in English, as English is used in code, documentation, and parts of the daily communication. Life at Subtonomy Head Office Subtonomy Katarinavägen 19 116 45 Stockholm SWEDEN info@subtonomy.com

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

Crowds application enables real-time monitor of mobile network at events or at a specific venue. Meet specific KPI's, setup alarms and automate communication. Home / Products / Crowds - Take control of network performance at events and venues. See exactly how your network performs across events, venues or high-density environments. With a complete 360° view down to cell and handset level, you can monitor performance in real time, analyze historical trends, and act before issues impact your customers. Everything in one place. Nothing left to chance. Book demo Learn more TRUSTED BY Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Crowds is Highly Commended at the World Communications Awards 2023 in the 'Smart Places' category. Built for high-density networks. Designed for operational clarity. From large-scale events to permanent smart venues, Crowds gives you full visibility and control over network behavior in high-traffic environments. Understand how many users your network serves, how traffic evolves, and how service quality is experienced. All through an intuitive interface that makes it easy to set up, monitor, and revisit any event or venue. Structured tracking across time and geography Crowds provides the ability to track network performance across time, events, and locations through a highly structured calendar view. This interface allows teams to manage both historical analysis and upcoming event planning with ease, ensuring total visibility into network behavior at all times. Because the platform defines venues by specific cell configurations and events by selected time periods, users can quickly navigate between different scenarios to retrieve tailored reports. This level of organization ensures that every insight is fully contextualized, empowering teams to deliver a superior customer experience regardless of the location or occasion. End-to-end visibility from live action to post-event analysis Crowds allows you to understand usage, demand, and customer impact at a glance by enabling the search and analysis of any event or venue in seconds. You can track usage across voice, SMS, and data alongside active user counts and traffic volumes to gain a comprehensive view of network activity. The platform provides the flexibility to drill down from broad daily trends to granular hourly KPIs, ensuring you have the exact level of detail needed for every scenario. All insights can be exported instantly for stakeholder reporting, delivering critical real-time visibility during live events while providing the structured data required for thorough post-event analysis. Rapid diagnostics and peak demand prioritization Crowds enables teams to identify issues faster and prioritize their response with precision. By providing a clear breakdown of top-performing and underperforming cells during events, the platform allows for a deep analysis of traffic patterns, busy hours, and data volumes. This visibility helps teams understand exactly when and where demand peaks occur and how the network performs under pressure. Users can easily filter by venue, event, or specific time frames to isolate service quality issues and transition from network-wide visibility to cell-level diagnostics in seconds. Ultimately, these data-backed insights empower teams to make informed decisions that optimize capacity planning and ensure total event readiness. High-definition spatial visibility across all locations Crowds empowers teams to visualize network performance exactly where it occurs through seamless switching between high-resolution map and satellite views. This granular perspective provides NOC and SOC units with an authentic look at network behavior across all locations, making it possible to identify and prioritize geographical problem events or high-traffic venues with speed and precision. By integrating live KPIs and real-time alarms at the site level, the platform ensures that technical teams can take proactive action to maintain service excellence in any environment. Granular insights for deep event intelligence Crowds enables you to analyze subscriber volumes, device distribution, and usage patterns per event with high precision. By tracking how different handset types behave and impact network performance, your teams can fine-tune optimization strategies to significantly improve the overall customer experience. The platform also allows for a detailed analysis of roamers per operator to understand cross-network impact during major events. Users can drill down from any node, site, or cell into advanced analytics, accessing more than 50 KPIs and counters with flexible aggregation ranging from seconds to weeks. Proven results from leading European Telecom Operators Handling complexity and understanding user experience is key to efficient network operations. We use Subtonomy to help us stay efficient in an ever changing environment. KAJ AHLKVIST Network Quality , 3 Sweden & Denmark SUBTONOMY BLOG Festival woves - When there's rock and roll but no data to share the experience By Subtonomy on Jun 21, 2022 Whether you’re hoping to see Taylor Swift at Roskilde, the Artic Monkeys at Sziget, Kiss and Iron Maiden at Download, or Billie Eilish at Glastonbury, Europe is just entering festival season, which attracts young people from across the continent. Read more FAQ: Optimizing network performance for large events with Subtonomy Crowds Your Questions, Answered. We understand that telecom tech support and service assurance involves complex technical, legal, and security details. To provide clarity, we've gathered straightforward answers to the most common questions about the Crowds application and the Subtonomy platform. How can mobile operators monitor network performance in real-time at large events? Subtonomy Crowds provides Communication Service Providers (CSPs) with a 360-degree view of network performance at specific locations such as stadiums, festivals, or city centers. By monitoring service quality down to the cell and device level in real-time, operators can ensure a seamless customer experience even during peak traffic periods. What data insights does Subtonomy Crowds provide regarding subscriber behavior? The solution delivers granular insights into data traffic, voice call success rates, and SMS performance within a defined geographical area. Operators can also analyze device distribution (e.g., 5G penetration), categorize domestic vs. roaming users, and compare historical performance across different events to optimize future network capacity and marketing strategies. How does real-time service assurance for crowds improve ROI for CSPs? Subtonomy Crowds boosts ROI by proactively identifying and resolving network bottlenecks before they result in customer complaints. This reduces the load on customer support (lowering OPEX) and increases Customer Satisfaction (CSAT). For marketing teams, this data validates premium network promises, driving higher conversion rates for 5G upgrades and enterprise event packages. Can mobile operators track roaming performance specifically at venues and festivals? Yes. Subtonomy Crowds allows for detailed segmentation of inbound roamers by their home operator. This ensures that visiting customers receive a high-quality experience, which is critical for protecting roaming revenues and maintaining service level agreements (SLAs) with international partner networks. How does Subtonomy Crowds help resolve network congestion and failures during events? The platform features automated alerting for key performance indicators (KPIs), such as Data Fail Rates. If performance drops below a set threshold, the Network Operations Center (NOC) is notified instantly. This allows for rapid troubleshooting and significantly reduces Average Handling Time (AHT) for event-related support issues. Is Subtonomy Crowds compatible with existing OSS/BSS and network infrastructure? Subtonomy Crowds is designed to be data-source agnostic and integrates seamlessly with existing OSS/BSS environments via robust APIs. This allows operators to leverage their existing network data without the need for costly infrastructure overhauls, ensuring a fast time-to-market. Transform your Telecom Operations today Get your personalized demo Alarms are just noise without context. We'll show you how to find the signal. Fill out the form for a tailored demo and see exactly how our real-time geographical map and ML-powered anomaly detection can help you prioritize based on real customer impact, slash resolution times, and empower your 'operations heroes'. We'll also show you how our ML platform and integration-ready APIs can share this vital network-impact data with your customer support teams and existing 3rd-party systems.

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!

Download and read our telecom customer success stories - read how Telia and Telenor have improved their customer experience with tools from Subtonomy. Home / Insights / Telenor Sweden delivers exceptional 5G FWA experiences Download now Telia Norway sharpens precision in SAR operations Read now Telia Company delivers excellent customer experience Download now Telia Sweden - Increasing customer support efficiency Download now Telenor's automated self-service offers improved customer experience Download now Telia Finland: 10 keys to success in an cross-division implementation project Download now Telia Estonia cut customer support escalations by 60% Read now Telia Norway improves Roaming customer experience Read now Customer success stories Customers' success is our success. Download and read how telecom operators like you use Subtonomy's solutions to elevate their customer support and service operations center.

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!

Find our insights, white papers, webinars, guides and customer success stories. Download and enjoy! Home / Insights / Insights Find our insights, white papers , events, webinars , guides and customer success stories. Download and enjoy! The AI Survey Report 2025 Subtonomy has teamed up with GMSA in this global AI Survey 2025, as a sponsor of the AI in Customer Care chapter, Subtonomy is proud to support this essential industry report — giving you direct insights from mobile professionals worldwide. Download now The State of Telecom Customer Support in UAE 2024 The United Arab Emirates (UAE) has one of the world’s most advanced mobile networks. But how well do they support their customers' needs of service and support? This new research will give you all the insights. Download now Attitudes to Customer Support in South Africa 2023 This new research on the telecoms customer support market, looking at the South African market, which provides key insights into the online habits and customer support expectations of South Africans. Download now The state of Mobile & Broadband customer support 2022 This report maps trends, challenges and future investments in mobile & broadband customer support, – focusing on how customers use the internet and their experience of customer support. Download now Annual Global Telecom Industry Survey 2021 Subtonomy has teamed up with Telecoms.com in this years prestigious Annual Industry Survey 2021. Download now How telcos can create value with multi-faceted automation Join Subtonomy and Telecoms.com insights team in this white paper to and learn how automation is at the centre of improving efficiency and growing top line for telecom operators. Download now The state of Telecom Technical Customer Support 2021 Discover trends, challenges and future investments in technical customer support in this market study from 2021. Download now Communication Service Provider technical support preferences 2020 Discover how consumer prefer to interact with their CSPs technical customer support in this market survey from 2020. Read now

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

Get in touch with Subtonomy. Whether you have questions about our products or are ready to start transforming your customer support experience, we're here for you! Head Office Subtonomy Katarinavägen 19 116 45 Stockholm SWEDEN info@subtonomy.com map > We'd love to hear from you Have questions about our products, features, or pricing? Need a demo? Want to meet?Our teams are ready to help. Let's connect! Asterisk (*) indicates required field.

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

Telia Estonia cut escalations from technical customer support to the network engineering team by 60% with improved Telecom Support tools from Subtonomy. Home / Insights / Customers / Telia Estonia cut customer support escalations by 60 % Telia Estonia uses self-service in their technical customer support journey. Telia Estonia has engaged Subtonomy to improve efficiency in their customer support. With the introduction of the Subtonomy SubSearch application, the customer support agents are now able to see the service performance of subscribers in real-time and potential issues so they can provide a better service. This has led to faster support and fewer escalations. The Subtonomy platform is also used by Telia Estonia’s self-service, where subscribers can verify the performance of their service and the diagnostics functionality helps find solutions to potential issues. About Telia Estonia Telia is the leading telecommunications service provider in Estonia with more than 975 000 subscribers. The company is part of Telia Group, founded back in 1853 and today serving 23.5M subscriptions in Europe and Asia. Telia Estonia has always had much focus on being able to help their customers fast. One major issue was when subscribers contacted customer support with technical issues. The agents did not have a clear overview of the delivered service performance for the subscriber and could not see clearly if there had been any technical issues that could have affected the subscriber. These tickets therefore often had to be escalated to the network engineering team to be investigated. This led to long lead times for the subscribers’ tickets to be resolved and it also took lots of resources. “Using big data for different purposes, such as finding technical issues and trigger alarms, is getting more and more important to us and it’s great to use Subtonomy’s API:s to retrieve this post-processed data from the network.” Roland Tyri – Development Manager at Telia Estonia Let's talk about Numbers 60% REDUCED ESCALATIONS 2hrs FASTER TROUBLESHOOTING API USED FOR SELF-SERVICE Solution and Results By introducing the Subtonomy SubSearch application to customer support, all agents are now able to see the service performance of a subscriber, in real-time and historically. Any deviations in the performance or any technical issues are flagged and highlighted. This allows customer support to help subscribers immediately with many issues without the need to escalate them internally for further investigation. Another action that Telia Estonia has taken to enable faster subscriber support is their launch of a self-service portal. Here, subscribers can log in and see how well their service has been performing and use the diagnostics functionality to see suggested solutions if they have had issues. The self-service uses, among other sources, Subtonomy’s platform API:s to collect network data as input for the service. Telia Estonia has been able to cut escalations from customer support to the network engineering team by 60% since implementing Subtonomy SubSearch. The time spent on investigating each case has been dramatically reduced, in some cases up to 2 hours in trouble-shooting time. Telia Estonia’s self-service has also helped to make customer care more efficient. 25% of customers with technical questions get their answers from the self-service without contacting helpdesk. “With Subtonomy, we have the ability to drill down network statistics to a single customer level and quickly and easily understand the reason for potentially bad performance and if it’s affecting other customers as well. It gives us the view of what actual impact our network KPI:s have on our customers.” Janno Viskus – Network Planning at Telia Estonia