Solution: Contact center

Empower MVNOs with smarter tech support

Mobile virtual network enablers, or MVNEs, provide the infrastructure that powers MVNO operations — delivering everything from connectivity and billing to CRM tools and SIM management. But in an increasingly competitive landscape, infrastructure alone is no longer enough.

Today’s MVNOs need more than technical enablement. They need reliable, scalable support that helps reduce churn, improve customer satisfaction and streamline operations.

In Ozmo’s latest MVNE checklist and strategy guide, organizations will find a detailed overview of what modern support solutions should offer. Whether an MVNE is expanding its platform or evaluating new partners, the guide covers:

  • A comprehensive checklist of essential support capabilities, including AI-powered tools, all-in-one support and built-in analytics
  • The role of centralized device and app support in reducing call volume, improving onboarding and lowering costs
  • How white-labeled solutions can support multiple MVNO brands within a single MVNE platform
  • A list of expert-recommended demo questions to ask potential support providers

Tech support has become a critical component of the MVNE value proposition. Without it, MVNEs risk falling short of delivering a complete, customer-ready offering.

Download the guide to evaluate your current support capabilities and discover what’s needed to round out your MVNE platform.

About Ozmo Self Serve

Ozmo’s self-serve solution provides 24/7 access to consistent, accurate answers across all digital channels. Regardless of channel preference, Ozmo’s self-serve support solution caters to a wide range of devices, apps and services-specific needs.

With our robust API, tailored experiences are available at any customer support stage, from presale education to post-sale support and more. Ozmo self-serve support solution educates customers about new features and seamlessly onboards them to their new technology. Customers receive continued, extensive support assistance post-sale from initial setup to getting the most out of their tech.

To optimize technology over its lifecycle, customers have access to the latest and most up-to-date answers with Ozmo’s real-time updates for devices, operating systems, applications and more. And best of all, these self-serve tools can be integrated into a wide variety of channels and formats to meet customer preferences.

Learn more about Ozmo Self Serve.

The ultimate guide to tech support automation for MVNEs

MVNEs are under growing pressure to attract and retain MVNO clients — and offering scalable, seamless support solutions is no longer optional. As competition intensifies, tech support automation is emerging as a key differentiator.

In our latest e-book, we explore how MVNEs can strengthen their value proposition, streamline support at scale and deliver better outcomes for MVNOs and their end users.

This guide covers:

  • What tech support automation is and how it works
  • How automation helps MVNOs reduce costs, improve resolution times and serve customers 24/7
  • Real-world use cases for scalable, AI-powered support across device types and service lines
  • How automation complements human agents by freeing them up to handle complex requests
  • Why offering built-in support capabilities helps MVNEs win and retain more MVNO partnerships
  • And more

Tech support automation doesn’t replace people — it empowers them. Give your MVNO clients the tools they need to meet rising expectations and reduce support burdens.

Download the e-book today to discover how tech support automation can elevate your offering and help your MVNE stand out in a crowded market.

About Ozmo Self Serve

Ozmo’s self-serve solution provides 24/7 access to consistent, accurate answers across all digital channels. Regardless of channel preference, Ozmo’s self-serve support solution caters to a wide range of devices, apps and services-specific needs.

With our robust API, tailored experiences are available at any customer support stage, from presale education to post-sale support and more. Ozmo self-serve support solution educates customers about new features and seamlessly onboards them to their new technology. Customers receive continued, extensive support assistance post-sale from initial setup to getting the most out of their tech.

To optimize technology over its lifecycle, customers have access to the latest and most up-to-date answers with Ozmo’s real-time updates for devices, operating systems, applications and more. And best of all, these self-serve tools can be integrated into a wide variety of channels and formats to meet customer preferences.

Learn more about Ozmo Self Serve here.

Answers API: Empowering conversational systems

The demand for smarter, more adaptive support systems has never been higher. Whether in telecom customer support, broadband customer support or self-service experiences, businesses need solutions that deliver precise, real-time answers at scale.

Ozmo’s Answers API is built to power next-generation conversational support, seamlessly integrating with both dynamic and traditional Retrieval-Augmented Generation (RAG) workflows. This white paper explores how the API enhances support experiences with:

  • Always up-to-date content to keep pace with evolving devices, apps and OS updates
  • Dynamic RAG capabilities for real-time, context-aware responses
  • Visual-driven user experiences that simplify troubleshooting
  • Seamless API solutions for easy integration into existing support platforms

For telecom and broadband service providers, the Answers API reduces call center volume, improves first-call resolution and enhances customer self-service experiences — all while future-proofing your support ecosystem.

Ready to transform your support strategy? Download the white paper now and discover how Ozmo’s Answers API can revolutionize your customer interactions.

About Ozmo Self Serve

Ozmo’s self-serve solution provides 24/7 access to consistent, accurate answers across all digital channels. Regardless of channel preference, Ozmo’s self-serve support solution caters to a wide range of devices, apps and services-specific needs.

With our robust API, tailored experiences are available at any customer support stage, from presale education to post-sale support and more. Ozmo self-serve support solution educates customers about new features and seamlessly onboards them to their new technology. Customers receive continued, extensive support assistance post-sale from initial setup to getting the most out of their tech.

To optimize technology over its lifecycle, customers have access to the latest and most up-to-date answers with Ozmo’s real-time updates for devices, operating systems, applications and more. And best of all, these self-serve tools can be integrated into a wide variety of channels and formats to meet customer preferences.

Learn more about Ozmo Self Serve here.

The ultimate guide for optimizing your support

Holistic customer support is essential for meeting rising customer expectations and staying ahead in today’s competitive market. By delivering consistent, effective support across channels, businesses can build trust, enhance loyalty and drive long-term satisfaction. Research shows that robust support solutions help reduce churn, improve retention and increase customer lifetime value.

With tools like self-serve support, AI-powered solutions and virtualized agent training, your team can tackle even the most complex customer inquiries. These innovative strategies streamline resolutions, empower agents and create more personalized customer experiences that set your brand apart from the competition.

Whether you’re looking to enhance efficiency, optimize workflows or deliver personalized service at scale, our guide provides the roadmap to success. Ready to elevate your customer support strategy? Download our free guide to discover actionable insights for delivering exceptional, holistic support.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including remote video support as well as virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here.

How to enhance customer service to drive sales growth

Learning how to enhance customer service is not an easy feat; however, customer support plays a pivotal role in driving sales growth for most telecom or broadband businesses. Exceptional customer service has the power to foster loyalty, encourage repeat purchases and generate a wealth of positive word-of-mouth referrals. In fact, 87% of customers who say they had a great customer experience from a business will end up repurchasing from them. By addressing customer needs promptly and effectively, companies can build trust and satisfaction, reducing churn and increasing customer lifetime value.

Additionally, superior customer support can differentiate a brand in competitive markets, attracting new customers who prioritize service quality. Investing in comprehensive training for support teams and leveraging technology to streamline interactions can lead to quicker resolutions and more personalized experiences, ultimately contributing to higher sales and sustained business growth.

Discover how to enhance customer service and drive significant sales by downloading our free guide today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including remote video support as well as virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here.

Remote video customer support guide

Seventy-one percent of consumers expect companies to deliver personalized interactions. Without it, customers are more likely to churn. That's why remote video customer support is the new frontier for personalized customer service.

Remote video customer support is a two-way video experience used to troubleshoot, guide and solve consumer tech support inquiries. This allows customer support agents to visually assess and address customer issues in real time and see the full device or app issue, right at their fingertips. Not to mention, customers gain a more personalized and secure support experience that solves their issue in seconds without having to deploy a technician to their home.

In addition to ease of use and personalization, remote video support has the power to drastically improve contact center KPIs, such as first call resolution, handling time and more. By providing accessible remote video tools to agents and customers, businesses can expect lower overhead costs by cutting unnecessary truck rolls and repeat requests.

Say "goodbye" to costly installations and lengthy troubleshooting calls and say "hello" to a brand new world of effective customer support. To learn more about what businesses should expect with a robust remote video customer support tool, download this guide today.

About remote video support in Ozmo for Agents

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and app emulators, for ease of use and customer satisfaction.

With Ozmo's latest remote video support feature, agents now have the ability to see exactly what the customer sees, allowing for better understanding of the problem and faster resolution. To learn more about Ozmo's robust remote video tool and experience live support for yourself, click here.

How to take your broadband customer support to the next level

Looking to advance your broadband customer support?

Across the globe, the broadband market is rapidly growing and evolving. Whether it's the newest connect home devices or the latest home internet offerings, broadband providers today are left juggling the need to quickly adapt to the market along with having to continue to differentiate themselves among competitors.

It's critical that businesses today think strategically about their current support models in an effort to improve each and every customer support interaction. In this white paper, we'll cover how providers can improve their broadband customer support – for both agents and customers alike – all while standing out in this constantly-evolving market.

To learn more about how to provide the best broadband customer support experience possible, download the available white paper today.

About Ozmo's omnichannel support platform

At Ozmo, our team of experts are dedicated to ensuring broadband providers and end customers can get the most of their tech support by providing all-in-one omnichannel platform that’s personalized to their devices and apps. 

With Ozmo’s omnichannel platform, support teams have access to a variety of robust contact center solutions to set their customers up for success. Along with contact center support, businesses can drive digital adoption among their customers with the help of accurate self-serve support solutions. For those that are looking to effectively onboard new customers to their devices, apps or services, Ozmo's service adoption support solution helps streamline customer onboarding. Ozmo helps businesses in a variety of industries improve annual cost savings, increase contact center satisfaction and advance customers’ support experiences.

Ozmo’s support solutions provide easy-to-use tools to contact center agents and millions of customers across the globe with its contact center, self-serve and digital adoption solutions.

Ready to learn more about how your team can provide the best broadband customer support? Get started by requesting a demo with our team of experts today. 

Software launch support with Ozmo

Ozmo consistently helps telecom providers manage an influx of customer support questions for every software launch. Software releases like iOS and Android bring new features and updates to existing ones that customers will ask about along with questions that your contact center agents may have.

With a rapidly changing technology landscape, there's no time to waste. Businesses are in need of effective software launch support resources to satisfy customers while empowering customer service teams. With the help of an omnichannel support solution, your team can do just that.

Download this free guide to learn about the value Ozmo brings to our customers before, during and after every device and app software release.

About Ozmo’s self-serve solution

Ozmo’s self-serve solution provides 24/7 access to consistent, accurate answers across all digital channels. Regardless of channel preference, Ozmo’s self-serve support solution caters to a wide range of devices, apps and services-specific needs.

With our robust API, tailored experiences are available at any customer support stage, from presale education to post-sale support and more. Ozmo self-serve support solution educates customers about new features and seamlessly onboards them to their new technology. Customers receive continued, extensive support assistance post-sale from initial setup to getting the most out of their tech.

To optimize technology over its lifecycle, customers have access to the latest and most up-to-date answers with Ozmo’s real-time updates for devices, operating systems, applications and more. And best of all, these self-serve tools can be integrated into a wide variety of channels and formats to meet customer preferences.

Learn more about Ozmo’s self-serve solution here.

How to implement measurable customer support goals

In recent years, federal and state government officials have made increased efforts to fund broadband accessibility for thousands of households across the United States. This expansion of broadband is only expected to continue each year. If one thing is for certain, this is the year of broadband. As the need for broadband accessibility surges across the nation, so does the need for more advanced customer service. Before implementing your support strategy this year, there's one question you should ask yourself first: has your team defined your customer support goals?

Prior to outlining your annual or quarterly objectives, it's critical that you take the time to assess your current support goals and determine if they are: smart, measurable, actionable, realistic and time-bound, otherwise known as SMART goals. Do your current goals meet a specific timeline? Are they reasonable to achieve? By benchmarking your objectives with this criteria, your customer service team is more likely to see advancements to your overall support, customer satisfaction rates and more.

As we know, goal-setting isn't always easy though: that's why our tech experts at Ozmo have created a customizable worksheet for you to outline and establish attainable and measurable customer support goals. Simply download the guide to start outlining your goals and next steps. Afterwards, take the time to assess your items to ensure they are SMART for the timeline you aim to implement them. Then, your team is ready to get started!

From industry trends including broadband market expansion, competitive customer service, self-serve experiences, remote workforces, virtualization in the contact center and more, this goal-setting worksheet provides your team with the workspace to make actionable steps towards achieving your goals.

With this rapid expansion in broadband, there's no time to waste. Download the free goal-setting worksheet to help outline your team's support goals and benchmarks for success today. 

The ultimate contact center key metrics glossary

When it comes to driving your support team towards success, it’s critical that your team understands how to identify and measure your contact center’s performance. The contact center key metrics glossary includes over 35 of the most frequently used metrics that will help your team analyze agent effectiveness, problem resolution, customer satisfaction and more along with the top key metrics your contact center should be tracking.

With customer churn rates that are over 20% in the telecom industry, it's imperative that customer service teams understand the key metrics that impact their business the most today. This comprehensive glossary highlights the key metrics that will provide your team with all of the information they need to properly benchmark progress, outline success and enhance support goals within your business.

To learn more about each of the key metrics that your team should know more about to set up your team for success, download the available ultimate contact center key metrics glossary today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here.