Case Study: Verizon saves millions in support costs with Ozmo

Verizon saves tens of millions of dollars each year with Ozmo

Verizon, America’s #1 Network and one of the largest mobile operators in the U.S., partnered with Ozmo to improve device support across its contact centers and self-serve channels. The company needed better agent tools, lower the cost of maintaining physical device labs, and more intelligent online support for customers using a scalable support platform.

Ozmo implemented a virtual device and self-serve support solution that gave Verizon agents a single, up-to-date source of answers while also powering interactive troubleshooting on the web and in apps. The results were significant: Verizon reported about $100M in average annual cost savings, 85% call deflection with Ozmo self-serve, over 2K physical devices cut each year, and roughly 1.5M agent calls using Ozmo each month.

Verizon