The total solution for technical 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.
Imagine focus on each individual customer's satisfaction at every step of the customer journey.
With the Subtonomy solution in place, MNOs' customer service and support organization will be able to act on large amounts of service data and deliver extraordinary and personalized support experiences across all channels.
The vast majority of MNOs already have large amounts of rich customer data that they do not use efficiently in Customer Support. With this data collected in an aggregated customer-view the support agent is empowered to identify if, and what trouble, the individual customer is experience and recommendations on how to resolve the potential issues.
Display pre-analyzed search result
in 3 seconds.
Everything is displayed in ONE
consolidated agent desktop
360˚ customer-centric view of
Reduce escalations by 60%.
Decrease average handling time
by 47% per case.
Satsified client base.
STREAMLINE CUSTOMER SUPPORT
The Subtonomy tech support solution will improve both your agents' desktop and enable them to a provide world-class support experience, it will also streamline your operations and cut costs.
Thanks to extensive insights to the service experience - wether it is 2G, 5G SA, FWA or anything in between our ML powered support brings together data from a wide range of sources – including passive probes, BSS & OSS, cells, devices and more – to create an accurate, real-time picture of what your customers are actually experiencing. Subtonomy delivers a 360 degree view of real-time service experience – empowering your service team with the insight they need to support and add value to the organization and the customer
With new challenges like distributed workforces, increased customer expectations for 24/7 connectivity and availability, the role of customer service agents is more important –
and more complex – than ever.
Level up your support agent experience
The changing landscape of customer interactions is making the job as support agent more complex than ever before.
Empower your agents by giving them a connected desktop and provide them with all needed customer-centric service data in ONE single tool.
Share network data across to agents and customers
Act on your large amounts of rich service data that's not used in Customer Support today. The data is collected in an aggregated customer-view and empowers the agents to identify if, and what trouble, the individual customer is experience and how to resolve it.
Real time results in
Real-time and historical results are displayed in an instant, improving both efficiency and value your customers time.
Color-coded and clear text messages will tell your agent what services are affected, whether any live trouble tickets are associated with the disruption and the likely time it will take to resolve the issue.
Your agent will be empowered to identify if, and what trouble, the individual customer is experience and recommendations on how to resolve the potential issues.
Omnichannel support journey
Your agent will be empowered to see previous self-care searches done by the customer in other support channels, 3 rd party speed tests results, so customer don't need to repeat themselves.
SELF-SERVICE & AUTOMATIONS
Customers have their preferred service channels. With Subtonomy APIs, you can assist them seamlessly, even on-the-go at 3 am. Younger demographics lean towards chat, while the youngest groups often seek solutions on Google or YouTube.
Enhance self-service to gain an edge, attracting loyal younger customers faster. Steer support from unreliable sources to your content-controlled systems, avoiding silent churn. From basic chatbots to advanced conversational AI, self-service via chat has evolved, offering richer troubleshooting and solutions.
Customers prefer chat to solve their issues. With Subtonomy's API you'll support your customer at an individual level in within your solution for chat or virtual agent, and help them to resolve their issue within the same channel.
Interactive Voice Response
Implemented the Subtonomy API for self-service into your IVR and do real-time searches at the individual customer in just a few seconds to identify if, and if so, what issues they're experiencing and an estimated time when it can be resolved. This will reduce calls to the contact center by at least 20%
Update your customers with proactive and personalized service notifications about ongoing disruptions or planned network performance issues, as 90% of customers now expects. Follow through with timely updates until the issue is solved as 99% expects.
Intelligent Self-Service: Meeting Customer DIY Demand
With an accurate 360˚ customer-centric service view, you can instantly alert only customers affected by a service anomaly to provide a personalized customer support experience, and real-time updates. And with personalized tech support in your customers' pocket, you’ll always be open to serve.