Case Study: Leading North American Mobile Network Operator boosts VoIP support with Ozmo

Ozmo partners with tier one MNO for VoIP support

Leading North American Mobile Network Operator, a tier one North American mobile operator, needed better VoIP support for its business phone offering. Support agents lacked easy access to devices and account app information, making it difficult to answer questions about VoIP services and provide thorough assistance to end users. Ozmo was brought in to help support the operator’s unified communications and business VoIP environment.

Ozmo implemented its omnichannel support platform, including Ozmo for Agents, virtual devices, apps, and self-serve tutorials for desktop, mobile, web, and VoIP devices such as Yealink desk phones. The solution enabled agents to guide customers more effectively and gave end users self-serve help, resulting in 15,000+ agent-supported VoIP interactions, nearly 70,000 self-serve support sessions, and support for 20+ VoIP devices and customer apps.