In Customer Experience Management / Subscriber Service Management

Subscriber Care: Deliver Personalized Support with Live Subscriber Insights

Mobileum’s Subscriber Care platform delivers live network and subscriber insights to help telecom agents resolve issues faster, cut costs, and increase customer satisfaction.

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Product Overview

What it is...

Live Subscriber Insights and Metrics

Mobileum's Subscriber Care is a dashboard-based tool that equips call center agents with unified, multi-dimensional subscriber profiles. Agents can instantly access live data and historical metrics—from billing and app usage to device and location history—to deliver accurate, efficient, and contextual support.

and why it matters...

Data-Driven Customer Support Delivery

Subscriber expectations have shifted toward experience-centric inquiries. Mobileum's solution reduces Average Handling Time (AHT), improves First Call Resolution (FCR), and enhances Net Promoter Score (NPS) by enabling personalized, data-driven responses using live network intelligence.

Industry Challenges

Solving Subscriber Pain with Data-Driven Support

Fragmented subscriber data creates blind spots across billing, devices, apps, and location, delaying issue resolution and frustrating customers

Supporting >30,000 device and IoT sensor types adds complexity, making it difficult to troubleshoot network and service issues accurately

High call volumes and long handling times lead to increased costs—AHT can rise by 15% and repeat calls by 20% when insights are missing

Up to 10% of OpEx is spent on customer care, and with 2 out of 3 users churning due to poor service, telecoms face rising pressure to improve quality

Key Product Features

Digital and Interactive Customer Care Cockpit

Live Subscriber Profiles:

Full visibility into subscriber usage, billing, devices, and app activity.
Interactive dashboard for local and roaming usage.

Usage Behavior & KPIs:

Network KPIs and consumption trends.
90+ days of data granularity (down to 5 minutes intervals).

End-to-End Session Visibility

Real-time insights into subscriber experience
Historical subscriber data usage
HTTP flows, session logs, and tethered device history
Drill down to packet-level traces in user/control planes
Fast root-cause analysis and contextual troubleshooting

Custom-Crafted and Secure Subscriber Care Handling

Domestic and roaming Bill Waiver optimization
Context-aware troubleshooting with user-oriented experience
Access rights control of subscriber information
User Monitoring to identify improper usage
Crypto-ID with 1to1 encryption of personal identifiers (IMSI, MSISDN, IMEI)

Improve Retention with Intelligent Customer Care

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Key Benefits

Key Benefits

Faster Resolution

Resolve 90% of issues on first call and reduce AHT by ~15%.

Lower Costs

Lower OpEx via smart automation and cut repeat calls with accurate insights.

Higher Satisfaction

Boost NPS and FCR with live insights and drive loyalty with personalized care.

Product Spotlight

Product Spotlight

App-Level Insights

Over 28,000 app components analyzed for usage behavior.

Granular Tracing

Drill to the packet level across user and control planes.

Advanced Privacy

Crypto-ID encryption and 2FA for secure access.

Audit and Monitoring

Full visibility into agent actions for compliance.

Why Mobileum

Trusted Globally:

Used by 1,000+ CSPs to unlock data value
AI-Driven Experience:

Predict, personalize, and resolve in real time
End-to-End Visibility:

Monitor journeys across voice, data, apps, and devices
Proactive, Not Reactive:

Fix issues before they impact your customers

Deliver Smarter Customer Support with Real-Time Insights

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