Case Study: TELUS Improves Customer Support and Reduces Calls with Ozmo

TELUS customer support is powered by the Ozmo platform

TELUS, one of Canada’s largest mobile operators, needed better tools to help contact center agents deliver faster, higher-quality support while also reducing costly no-trouble-found returns and driving customers toward self-serve channels. The company wanted a frictionless, omnichannel customer experience across phone, chat, web, and mobile, and selected Ozmo’s support platform after a global vendor review.

Ozmo implemented a unified support solution for TELUS, including Ozmo for Agents, virtual device tools, customer self-support tutorials, and API integrations. The results included 80%+ agent confidence, 8,000 monthly active agent users, 750,000 annual resolutions, and an immediate 10% reduction in calls after self-serve launch, helping TELUS lower support costs and improve resolution rates.

Telus