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!

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