Subtonomy Blog

Many customers fear that GenAI will simply become another obstacle between them and an agent. In fact, research by the Harvard Business School has shown that 30-50 per cent of people are willing to wait hours for a human to respond to their problem, rather than receive an instantly generated AI response.

From reactive crisis centers to proactive relationship hubs In the past, the majority of customer support resources in telecoms were dedicated to handling inbound inquiries – whether these were complaints, requests for support, informational or educational requirements, or sales inquiries. Telecom call centers were reactive, crisis management centers, which were viewed as a cost center and whose main KPIs therefore centered around operational performance (answering calls as q

The real story behind AI-led cost-cutting in telecom customer support In a recent issue of Euromedia magazine  (May-June 2025), analyst Teresa Cottam outlined how UK telecom operator Sky aims to decrease its customer support costs by laying off 2,000 staff and replacing them with a combination of AI and outsourced workers. Sky claims this is because customers no longer wish to call customer service agents, preferring to use their app and website instead. What customers actua

A recent article by Analysys Mason highlighted the emergence of customer experience index (CEI) as a measure. Older measures of customer satisfaction (such as NPS) are limited in their accuracy and usefulness. Such methods offer static snapshots of experience which don’t relate to satisfaction, help CSPs understand what is influencing the score, or reveal what can be done to change it. The Power of CEI CEI has emerged as a more dynamic way of measuring experience that is gra

In today’s hyper-competitive telecom market, customer experience (CX) is the battleground. Yet many support teams are held back by siloed...

As 2024 draws to a close, Subtonomy’s experts got together to predict the next key trends likely to shape the telecoms customer support mark

Subtonomy is featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how

Discover 5 ways how to address silent customers to improve customer engagement and 5G support experience

Telecom operators must shift from a culture of apologies to one of action.

Interactive Voice Response (IVR) systems have long been a staple of telecom customer support, designed to streamline calls and direct...

The most frustrating part of the care experience is waiting in the support queue. 29% are unwilling to wait longer than 5 minutes for help.

With the switch to human-centric telecoms, this article explores the benefits of empowering your customer service reps with the right tools.

For FWA to work as expected by customers, a level of insight that many service providers haven’t traditionally had is necessary.

The TM Forum recently published a report on utilizing AI in telecoms customer service. Subtonomy’s Tina Rosen caught up with the author,...

Andreas Jörbeck, CEO of Subtonomy, shared his insights on revolutionizing telecom customer support at MWC2023 in Barcelona.

Subtonomy Broadens Support-Announces General Availability of its Network Experience Platform for Broadband and Gigabit Fiber Networks

CSPs love them and have spent millions on them, but customers frequently aren’t so impressed. Back in 2016 bots were spoken about by the...

When customers don’t interact with their CSPs the result is a range of negative outcomes.

Customers expect 5G to deliver a step-change in their experience and have distinct ideas about how they wish to be supported.

CSPs are betting big time on 5G. To justify this high level of spend, they need to ensure that all the critical success factors required to