Motorola implements Ozmo’s assisted support platform for entire agent workforce

BLACKSBURG, Va., August 12, 2021 — Motorola Mobility, Chicago-based telecommunications giant, has chosen Ozmo’s tech support platform to empower its remote agent workforce in providing outstanding customer service for a broad range of Motorola smart devices.

With Ozmo’s robust library of virtual devices, Motorola agents can access the critical support tools they need from anywhere in the world at any time. This scalable library allows Motorola agents to effectively resolve customer inquiries for its own line of products, driving customer satisfaction and increased brand loyalty for the OEM.

The Ozmo support platform allows Motorola customers to receive effective, up-to-date support for all questions ranging from the simple to the most complex across a wide variety of Motorola devices. The introduction of the Ozmo platform has been met with strong agent adoption and overwhelmingly positive feedback.

“We are beyond excited to welcome Motorola to the Ozmo support platform,” said David Catalano, co-founder and CEO of Ozmo. “As one of the top manufacturers of smart devices, Motorola has benefitted from Ozmo’s platform since day one of implementation. We believe this partnership allows us to empower Motorola’s agents in providing the best possible support experience in a new, distributed environment.”

Motorola has implemented the Ozmo tech support platform to empower its remote agents

Every device and app is supported in the Ozmo platform across its entire lifecycle of software updates, which ensures Motorola agents can tailor support to each individual customer’s unique setup. Motorola devices operate on the Android platform which means there are hundreds of potential variations of device and operating system configurations.

[Motorola’s agents] are leveraging Ozmo on average 50% more frequently than our typical adoption rate after just a few months.

David Catalano, Ozmo co-founder and CEO

In 2020, Motorola took advantage of a free trial of Ozmo for Agents as it moved its contact center operations to a distributed, work-from-home model due to the COVID-19 pandemic. With Ozmo, Motorola received immediate value on day one of the trial and was able to execute a seamless transition to remote support operations.

The success of this trial led Motorola to permanently implement Ozmo’s platform for its entire agent workforce. And now, Motorola agents can access Ozmo’s robust library from anywhere, eliminating the need to be located in a contact center or have access to a physical library of Motorola devices.

“We are seeing really strong adoption with Motorola agents. They are leveraging Ozmo on average 50% more frequently than our typical adoption rate after just a few months,” said Catalano. “We are confident that Ozmo will continue to empower Motorola in this new distributed environment and see adoption and success rates continue to rise.”

About Lenovo & Motorola

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. Motorola Mobility LLC was acquired by Lenovo Group Holdings in 2014. Motorola Mobility is a wholly owned subsidiary of Lenovo, and is responsible for designing and manufacturing all Moto and Motorola branded mobile handsets and solutions. To find out more visit https://www.lenovo.com and read about the latest news via our StoryHub and Motorola Global Blog. 

About Ozmo

Ozmo is a technology company headquartered in Blacksburg, Va. that creates software to solve tech support at scale. The omnichannel Ozmo support platform is home to tens of thousands of answers that can be served up across all support channels – from the traditional, agent-assisted to digital, self-serve channels. Ozmo’s platform assists in over 25 million support interactions each year for customers that span the telecommunications, connected device and tech insurance spaces.

Ozmo welcomes Cellcom as a new customer to its tech support platform

U.S.-based regional wireless provider Cellcom has selected Ozmo as its support platform to provide robust customer support tools to its employees and customers as it, like many companies, adapts to a more dispersed work environment. 

As a new customer, Cellcom has complete access to Ozmo’s scalable omnichannel platform which offers comprehensive support tools for a seamless customer support experience across all channels. 

“We are eager to welcome Cellcom as our newest customer to provide our support platform to its agents and customers,” said David Catalano, CEO and co-founder of Ozmo. “This multi-year agreement represents Ozmo’s commitment to enhancing the customer experience and we’re thrilled to assist Cellcom throughout this process.”

Ozmo for Agents is a comprehensive support platform that empowers representatives  with tools and answers needed to help customers with solving complex technology issues quickly and confidently. With Ozmo’s assisted support solutions, Cellcom employees are expected to see improved first call resolution and reduced average handling time. 

“It’s just like operating the device as if it were in your hand. You can walk the customer through each screen exactly as they would see it,” said one Cellcom technical support agent about Ozmo during an initial trial.

Additionally, Ozmo’s scalable virtual device platform replaces the need for physical devices in call centers or retail locations, ultimately decreasing Cellcom’s capital costs and empowering team members to be successful no matter their work location. 

“Cellcom prides itself on providing extraordinary customer care. As device lineups and product offerings continue to diversify and technology advances at an exponential rate, providing our team members with a new tool to maintain our high level of service and customer satisfaction was imperative,” said Sallie Drier, director of customer operations.

Ozmo’s platform will empower more of our employees to answer technical questions with ease.”

Sallie Drier, director of customer operations at Cellcom

Along with Ozmo for Agents, Cellcom’s customers will have access to Ozmo’s self-serve tools in a future rollout which provide interactive resources and education tools to quickly and efficiently answer their technology questions. Once implemented, Ozmo self serve will improve  Cellcom’s call deflection rates by providing customers with convenient tutorials to solve their technology issues, which boosts overall customer retention and satisfaction.

“Our live and local customer service is always happy to answer customer questions, but we’re excited to add convenient self-serve tools that are specific to our product set in the future for customers who prefer to troubleshoot questions on their own,” said Drier.

Cellcom will also have access to Ozmo’s expanded library options which provides customers with expanded support for a variety of additional devices, including tablets and smartwatches.

“With Ozmo’s support tools, agents and customers are empowered with reliable information and the confidence to serve even the most complex technology questions,” said Catalano. “The Ozmo team is looking forward to a long term partnership with Cellcom.”


About Cellcom

Cellcom is an innovative wireless company that provides nationwide service for its customer base throughout Wisconsin and Michigan, with more than 50 retail and agent locations. Cellcom is respected for its long-standing reputation of delivering extraordinary customer care, being a strong community partner, and for its renowned network, which is customized to its rural markets. Learn more at cellcom.com

Vidéotron selects Ozmo support platform

Beginning August 1, 2020, Vidéotron has joined the Ozmo support platform as a new customer. As a leading telecommunications provider in Canada, Vidéotron selected Ozmo as its tech support provider across its range of customer care channels.

“The multiplication of mobile devices and software updates generates a layer of complexity in our ability to deliver a simple, efficient and personalized customer experience that allow a connected life,” said Frederic Dery, Vice-President of Products and Customer Experience.

Ozmo’s solution is a game changer by providing our customers and agents easy access to efficient, contextual and consistent onboarding and support content.

Frederic Dery, Vice-President of Products and Customer Experience at Vidéotron

Vidéotron has implemented Ozmo’s omnichannel platform across assisted and self-support channels to provide its customers with a consistent, frictionless experience regardless of where they turn for support.

“Ozmo allows our Videotron Call Centers Agents who work from home during the pandemic to better serve our customers,” said Sylvain Brosseau, Senior Vice-President of Operations and Customer Service. “With the virtual devices solution, they now have access at all times to an ever-growing device library, right at their fingertips.”

“We are so excited to welcome Vidéotron to the Ozmo family,” said Aaron Herrington, co-founder and Chief Growth Officer at Ozmo. “Our platform empowers Vidéotron’s agents to provide the best possible service to its customers across a wide range of apps and devices. Further, Vidéotron customers will experience the self-serve nature of Ozmo’s digital support tools when they prefer to troubleshoot on their own.”

Support agents are empowered with Ozmo for Agents, the leading assisted support platform proven to improve first call resolution and customer satisfaction, in Vidéotron contact centers. And Vidéotron customers that prefer to self solve tech support issues will now access interactive self support content across digital channels.

As Dery puts it, “customers expect more autonomy from their mobile operators. Ozmo definitely empowers our customers with self-service capabilities!”

In addition to Ozmo’s robust library of devices and apps, Vidéotron also benefits from custom support of its own mobile apps to guide customers through managing their account, paying their bill and much more topics unique to the Vidéotron network.

Headquartered in Quebec, Vidéotron receives all Ozmo answers in both French and English to fully support its broad network of subscribers.

“We’re very much looking forward to the benefits Vidéotron will receive with its implementation of our support platform, as well as the strong partnership between our two organizations for years to come,” said Herrington.

COVID-19 Bluetooth-based tracking and what it means for you

In April, Apple and Google teamed up to create an exposure notification system to help track COVID-19. Originally designed to be embedded in state or country-issued apps, this API tool is now broadly available in Android and iOS operating systems.

Understanding how exposure notification works

The solution uses Bluetooth identifiers instead of geolocation data to protect user identity. Using Bluetooth-based proximity detection prevents governments from accessing personal data and keeps the information stored in the user’s mobile device. Since the API is not stored in a central database, app developers cannot access location data. Each smartphone is given random, rotating identifiers that change every ten to twenty minutes to prevent outside sources from tracking personal information. Any information approved for release is anonymous.

So how do you access this tool on your smartphone? Good question. Read on to find out more.

Downloading an Exposure Notification App

COVID-19 Safety app on iOS, Version 1

Download and install apps or widgets to add functionality that doesn’t come pre-installed on a device. Apps can be in a category such as social media, health, navigation, productivity and more. Widgets include calendar widgets, weather widgets and more.

  1. The indicator is in the center.

    From the Home screen, tap App Store.

    Step 1/9
  2. The indicator is in the bottom right.

    Tap Search.

    Step 2/9
  3. The indicator is towards the top.

    Tap the Games, Apps, Stories, and More field.

    Step 3/9
  4. The indicator is towards the bottom.

    Enter the name of your country, region, or state's COVID tracking app.

    Note: For this tutorial we are using Virginia's COVIDWISE app. Your country, region, or state's app may be called something different.

    Step 4/9
  5. The indicator is in the bottom right.

    Tap search.

    Step 5/9
  6. The indicator is in the top right.

    Tap GET.

    Step 6/9
  7. The indicator is towards the bottom.

    Tap Install.

    Step 7/9
  8. The indicator is in the top right.

    Tap OPEN.

    Note: After this step, follow any Getting Started steps to get the app set up. Remember to enable Exposure Notifications during this process.

    Note: You will need to have an Exposure Notifications app installed and set up to turn on Exposure Notifications.

    Step 8/9
  9. There are no indicators associated with this step.
    Step 9 of 9:

    You've completed the steps!

    Step 9/9

Downloading an Exposure Notification App

COVID-19 Safety app on Android, Version 1

Download and install apps or widgets to add functionality that doesn’t come pre-installed on a device. Apps can be in a category such as social media, health, navigation, productivity and more. Widgets include calendar widgets, weather widgets and more.

  1. The indicator is towards the bottom.

    From the Home screen, tap PlayStore.

    Note: For this tutorial we are using a device that accesses settings by swiping up. Your device may follow a different path to access applications.

    Step 1/8
  2. The indicator is towards the top.

    Tap the Search for apps & games field.

    Step 2/8
  3. The indicator is towards the bottom.

    Enter the name of your country, region, or state's COVID tracking app.

    Note: For this tutorial we are using Virginia's COVIDWISE app. Your country, region, or state's app may be called something different.

    Step 3/8
  4. The indicator is in the bottom right.

    Tap the Search key.

    Step 4/8
  5. The indicator is towards the top.

    Select the app you'd like to install.

    Step 5/8
  6. The indicator is in the center.

    Tap Install.

    Step 6/8
  7. The indicator is in the top right.

    Tap Open.

    Note: After this step, follow any Getting Started steps to get the app set up. Remember to enable Exposure Notifications during this process.

    Step 7/8
  8. There are no indicators associated with this step.
    Step 8 of 8:

    You've completed the steps!

    Step 8/8

This API tool is used in government-built mobile apps. To access the app your country or region must first opt-in for the program. Once this occurs you’ll be able to manage exposure notification preferences in the setting app of your smartphone. For detailed instructions please see the above interactive guides.

Consent-based sharing

Understanding how your data will be used

COVID-19 Safety app on iOS, Version 1

Learn how the your Covid-19 tracking app will be using your data.

  1. There are no indicators associated with this step.

    All data collected using the Apple Exposure Notification feature will be stored on your device.

    Step 1/8
  2. There are no indicators associated with this step.

    Your device will periodically collect anonymous beacons of nearby smartphone devices and store them locally.

    Step 2/8
  3. There are no indicators associated with this step.

    The random IDs generated by your device will change every 10-20 minutes so that your location can't be tracked.

    Step 3/8
  4. There are no indicators associated with this step.

    Your device and the devices of those around you who are also opted into the Exposure Notification feature will periodically send the randomly generated IDs to each other via Bluetooth.

    Step 4/8
  5. There are no indicators associated with this step.

    Your device will periodically check the random IDs that your device received against a list of IDs associated with a positive COVID-19 test result.

    Step 5/8
  6. There are no indicators associated with this step.

    The app will notify you if you have been near someone with a random ID associated with a positive COVID-19 test result and will direct you on your next actions.

    Step 6/8
  7. There are no indicators associated with this step.

    You may not have had direct contact with the person who had a positive test result; they may have been in a car near you. However, precautions should be taken to ensure that you do not have COVID-19.

    Step 7/8
  8. There are no indicators associated with this step.
    Step 8 of 8:

    You've completed the steps!

    Step 8/8

Public health authorities will need permission to collect proximity data between users who test positive for COVID-19. Unless the user agrees to consent-based sharing, people they have come into contact with will not be alerted. If granted permission, the user’s identifier is uploaded to a central server for others to view. When in close contact with a person, Android and iOS users will be notified if they have been exposed to the pathogen. For accurate data collection, individuals are given a unique code that confirms the diagnostic test has been distributed and approved by healthcare professionals.

Activating exposure notification

Activating Exposure Notification on your device

COVID-19 Safety app on iOS, Version 1

You can activate Covid-19 exposure settings in your devices settings. If you come into contact with someone who has reported that they have been infected with Covid-19, you will be notified.

  1. The indicator is in the center.

    From the Home screen, tap Settings.

    Step 1/11
  2. The indicator is towards the bottom.

    Scroll to Exposure Notifications.

    Step 2/11
  3. The indicator is in the center.

    Tap Exposure Notifications.

    Step 3/11
  4. The indicator is towards the top.

    Tap Turn on Exposure Notifications.

    Step 4/11
  5. The indicator is towards the bottom.

    Tap Continue.

    Step 5/11
  6. The indicator is towards the bottom.

    Scroll to your Country or Region.

    Step 6/11
  7. The indicator is in the center.

    Select your Country or Region.

    Note: For this tutorial we are setting up the device to use United States as the Country and Virginia as the State. You should choose the Country or Region where you reside.

    Step 7/11
  8. The indicator is towards the bottom.

    Scroll to your State or Region.

    Step 8/11
  9. The indicator is towards the bottom.

    Select your State or Region.

    Step 9/11
  10. The indicator is towards the bottom.

    Tap Done.

    Note: If your Region has an Exposure Notification app, you will be notified on this screen. Tap Open App Store to be directed to your Region's app to download it.

    Step 10/11
  11. There are no indicators associated with this step.
    Step 11 of 11:

    You've completed the steps!

    Step 11/11

Activating Exposure Notification on your device

COVID-19 Safety app on Android, Version 1

You can activate Covid-19 exposure settings in your devices settings. If you come into contact with someone who has reported that they have been infected with Covid-19, you will be notified.

  1. The indicator is towards the bottom.

    From the Home screen, swipe up to view your applications.

    Note: For this tutorial we are using a device that accesses settings by swiping up. Your device may follow a different path to access applications.

    Step 1/8
  2. The indicator is towards the bottom.

    Scroll to Settings.

    Note: For this tutorial we are using a device that requires scrolling to access Settings. You may need to swipe left or right to access Settings.

    Step 2/8
  3. The indicator is in the bottom right.

    Tap Settings.

    Step 3/8
  4. The indicator is towards the bottom.

    Scroll to Google.

    Step 4/8
  5. The indicator is towards the bottom.

    Tap Google.

    Step 5/8
  6. The indicator is in the center.

    Tap COVID-19 exposure notifications.

    Step 6/8
  7. The indicator is in the top right.

    Tap or slide the Use Exposure Notifications switch to ON.

    Step 7/8
  8. There are no indicators associated with this step.
    Step 8 of 8:

    You've completed the steps!

    Step 8/8

To activate or deactivate the exposure notification on your device connect to the health-related app or in privacy settings as an exposure logging toggle. App users have the power to grant permission to be monitored by switching this toggle on or off. This tool will use low energy, and when turned on, it won’t drain the phone’s battery life. To protect the user’s identity, developers can only collect the bare minimum of information required to operate the app.

Fighting COVID-19 with technology

Technology is one way of fighting this pandemic. Google and Apple’s API release is paving the way to help reduce the spread of COVID-19 on a global scale. The exposure notification technology is a great example of technological innovation creating new and unforeseen benefits in our everyday lives. Please consider sharing these interactive guides with friends and family to help them stay safe and informed.

Guiding your customers to success with iOS 14

During these times of uncertainty, our devices have become necessary to achieve clear communication. Apple’s newest iOS 14 update has now made it easier and more accessible for users to stay in touch with loved ones and connected with updates on their devices. iOS 14 provides an all new visual experience that makes it more compact and organized for smartphone users. With access to iOS 14 on Ozmo’s support platform, support agents are able to familiarize themselves with the update before assisting their customers.

If you’re interested in learning more about what exciting features iOS 14 has to offer and what questions your customers are likely to have, keep scrolling.

Home screen reimagined

One of the major updates to iOS 14 is the new App Library, where users can find an organized list of all of their apps on one main screen without having to scroll endlessly to find the right app. When swiping to the far right of the home screen, users will now have all of their apps categorized into folders based on iOS 14 recommendations. These recommendations include Entertainment, Lifestyle, Productivity and more. When visiting the App Library, users will find a suggestions folder in the top left corner that provides them with their four most recently used apps. Users can also search for their favorite apps in the library via the search bar function, where all apps will be listed neatly in alphabetical order.

Adding widgets

Apple iPhone 11 Pro Max on iOS 15.0.0

Widgets allow you to do things such as preview upcoming events, see recent emails, and get quick access to your favorite contacts. Widgets are also known as modules and help you keep important information at the tips of your fingers.

  1. The indicator is towards the left.

    From the Home screen, swipe from left to right to access your widgets panel.

    Note: For this tutorial we are choosing to add a widget on the widgets panel. You may choose to add a widget on any Home screen panel, however steps may vary.

    Step 1/8
  2. The indicator is in the center.

    Tap Edit.

    Step 2/8
  3. The indicator is in the top left.

    Tap the Add widget icon.

    Step 3/8
  4. The indicator is in the center.

    Select the widget you would like to add.

    Step 4/8
  5. The indicator is towards the right.

    Swipe to choose a widget size.

    Note: Some widgets may have multiple sizes.

    Step 5/8
  6. The indicator is towards the bottom.

    Tap Add widget.

    Step 6/8
  7. The indicator is in the top right.

    Tap Done.

    Step 7/8
  8. There are no indicators associated with this step.
    Step 8 of 8:

    You've completed the steps!

    Step 8/8

Along with the new App Library comes a whole new user experience with widgets on the home screen. iOS users now have more freedom than ever before to manage, customize and adjust their home screens based on their personal preferences with the widget SmartStack option. This SmartStack option gives users the power to prioritize their most used widgets by size and shape throughout their main screen. Additionally, users can adjust which widgets will appear on their screen based on their daily needs and personal use throughout the day.

Using Picture in Picture

Apple iPhone 11 Pro Max on iOS 15.0.0

With the Picture-in-Picture function of your device, you can keep a minimized version of some apps open while you navigate the rest of your device.

  1. There are no indicators associated with this step.

    Note: Picture in Picture mode allows you to continue watching a video while navigating your device.

  2. The indicator is towards the bottom.

    From a full screen video, swipe up from the bottom of the screen to access the homescreen.

    Note: For this tutorial we will be using a video that we are watching on YouTube from the Safari app.

    Step 1/6
  3. The indicator is in the top right.

    Drag the video to the desired location.

    Step 2/6
  4. The indicator is towards the right.

    Tap Settings.

    Note: You can access other apps while your video is playing.

    Step 3/6
  5. The indicator is in the top left.

    Tap the video to bring up options.

    Step 4/6
  6. The indicator is towards the top.

    Tap the Full screen icon to go back to full screen mode.

    Step 5/6
  7. There are no indicators associated with this step.
    Step 6 of 6:

    You've completed the steps!

    Step 6/6

Say goodbye to having to pause your call or your favorite episode, because now with Picture in Picture, iOS 14 users can continue watching videos or maintain Facetime calls all while using other apps. These calls and videos will now pop up as a separate, smaller window while you explore the rest of your device.

Ozmo’s simple-to-follow tutorials are available for hundreds of different devices, apps and software updates making it easier for both agents and customers to follow along.

A new way to communicate

Replying to a message in a group

Apple iPhone 11 Pro Max on iOS 15.0.0

While in a group chat in your messages app, you can respond to a specific message in a thread of messages.

  1. The indicator is in the center.

    From a group text message, press and hold the message you would like to reply to.

    Note: You can reply to a message to start a message thread within the group to keep all messages for a certain topic in one thread.

    Note: All devices in the group will need to be on iOS 14 in order for the threaded message to show up for all group participants.

    Step 1/6
  2. The indicator is in the center.

    Tap Reply.

    Step 2/6
  3. The indicator is towards the bottom.

    Enter your reply

    Note: All messages not in the current thread with be temporarily blurred out so that you can focus on the message thread.

    Step 3/6
  4. The indicator is towards the right.

    Tap the Send icon.

    Step 4/6
  5. The indicator is towards the top.

    Tap outside of the message thread to return to the group chat.

    Step 5/6
  6. There are no indicators associated with this step.
    Step 6 of 6:

    You've completed the steps!

    Step 6/6

One way that users can now interact more effectively is through Mentions, where individuals can now ping someone within a group conversation. If you are direct messaged, your name will be highlighted within the group conversation, making it clear when you’ve been mentioned, even when the chat is muted. Users can also customize their direct messages for if and when they’d like to receive separate notifications.

Along with Mentions in group conversations comes Inline Replies. Inline Replies give users the space to reply directly to certain messages within group conversations, making it more user friendly to communicate in certain conversations. All iOS users in group conversations will be able to view these replies in both the full conversation as well as a part of individual conversation threads.

Pinning a text message

Apple iPhone 11 Pro Max on iOS 15.0.0

In the messages app, you can favorite conversations with the contacts you message the most.

  1. The indicator is in the top left.

    From the Messages app, swipe from left to right on the message you would like to pin.

    Step 1/6
  2. The indicator is in the top left.

    Tap the Pin icon.

    Step 2/6
  3. The indicator is in the top left.

    To unpin a message, tap Edit.

    Step 3/6
  4. The indicator is towards the top.

    Tap Edit Pins.

    Step 4/6
  5. The indicator is towards the top.

    Tap the Minus icon beside the pinned message you would like to unpin.

    Note: You can also pin messages from this view.

    Step 5/6
  6. There are no indicators associated with this step.
    Step 6 of 6:

    You've completed the steps!

    Step 6/6

iOS 14 also allows users the ability to highlight their conversations with the new Pinned Conversations feature. By swiping left on a conversation and selecting the “Pin” option, individuals can now easily see their common threads and conversations at the top of their Messages screen.

Additional text features include new updates to your Memoji. Users can now customize their Memoji to fit their profile and personality with over twenty new style and personality options to choose from.

iOS 14 is also bringing a whole new app that is dedicated to interpreting conversations across eleven different languages. The Translate app offers real, in-time translation, making it smoother and more natural to communicate between languages.

User experience updates

Along with a more organized home screen, Apple has made adjustments to other main elements like Siri. The updated, more condensed version of Siri now allows users to request assistance while still having the flexibility to navigate their devices. To use Siri, users will have to long press on their home buttons or the side power button, and Siri will appear as a small circle icon at the bottom of the home screen.

Completing tasks such as paying for parking or ordering lunch are just a tap away with iOS 14’s newest feature, App Clips. When customers are in a rush but don’t have the right app to complete a purchase or locate a restaurant, simply pair the device with the contactless card reader and available App Clips will appear on the device. From here, users can select the “open” option, which will then lead them to the available app.

Smartphone users will now receive phone call notifications that no longer take up the entire screen. The Compact Call feature gives users the chance to continue using other apps before responding to a call. Calls will now appear as a banner notification at the top of users’ screens with both accept and decline options.

Privacy and exposure tracing

Like previous security efforts, Apple has updated their privacy measures by granting users access to adjust their privacy settings based on their comfortability. These updates include: informing a user of app privacy practices before downloading, notifying customers when an app is using the camera or the microphone, and enabling approximate location access. These features will provide customers with safer, more secure access to their data.

For real-time updates of potential COVID-19 outbreaks near you, iOS 14 now allows you to turn on exposure notifications from the Public Health Authority.

Closing

Major updates can be complicated, and at times, frustrating for some individuals. Complex language and instructions can make it nearly impossible for select smartphone users. In order to combat this, it’s important to have the proper tools to ease that stress. Contact center assistance is now more comprehensive than ever before with Ozmo for Agents. With Ozmo’s platform, your agents will be equipped with a robust virtual device library with all of the right tools to improve your customer interactions. Additionally, Ozmo’s self-serve options also give individuals the confidence to manage their own device and app questions. Major software updates have the potential to make a significant difference in customers’ lives, and being able to assist in those experiences is crucial for the success of your customers.

Ozmonauts team up with local community to fight COVID-19

Author: Ally Sopata

How community members are using their technical skills to combat the spread

The rapid spread of COVID-19 has left many people feeling helpless and wondering what they can do to assist. Frontline workers across the country are in desperate need of personal protective equipment (PPE) to keep themselves and those they interact with safe. Makers around the world have seen this as an opportunity to use the 3D printers in their homes to create masks, shields and other PPE to advance the supply chain forward and to protect their communities.

How Ozmo and Modea are helping

Ozmo is doing just that by working with sister company Modea to drive an increase in the availability of PPE in Southwest Virginia. Brian Rowe, David Bates, Michael Kessler and Lukas Lozovski of Ozmo are focused on the creation of two medically-approved shield models, NIH and Prusa, along with pleaters and mask straps while Chris Riegger of Modea is using their connections with numerous local hospitals to understand what materials are needed and to communicate product delivery details. Ozmo is donating money for printing material and Modea is covering shipping and disinfectant to support their efforts. Local non-profit maker space Hacksburg has also been imperative to these efforts by providing the plastic shields for the masks.

PRUSA bands PPE
Boxes of Prusa bands printed at home by our Ozmonauts.

Lozovski mentioned that his wife works at a hospital which made him realize just how real the shortage of supplies is. At times she has to wear her mask several days in a row, putting herself and others at risk. Lozovski explained that 3D printing PPE is a “good way to feel less helpless in these times and feel like you’re contributing something.”

Since beginning their efforts in March, Ozmonauts have printed a total of 245 NIH and Prusa bands. Rowe has eight 3D printers at home that he originally used to make functional prints such as table hinges, cup handles and even a steering wheel for online racing that he now has focusing entirely on printing PPE.

NIH PRUSA PPE models
Left: NIH model in Slicer Software. Right: Stacked Prusa model in Slicer Software

Behind the scenes of printing PPE

The printing process is not easy, however. After finding the appropriate 3D model, software slices it up into cross sections for printing. Environmental factors such as barometric pressure, humidity and alignment can easily cause the print to fail. This usually will happen in the first 20 to 30 minutes but errors can occur throughout. Rowe describes 3D printing as an “iterative process.”

Failed PPE print
Most of the Ozmonauts have the same 3D printer and use the same filament but due to environmental factors they all have to tune their printers differently. Rowe explains that they have each done “dozen of prints that have failed before getting prints that start to come out really well.” See an example of a failed print above.

Working at home has been a huge advantage to these efforts as they can switch out the printing filament throughout the day instead of having to wait for when they get home from the office. Their families can be involved in the process, too. Bates’ kids insisted they name their printers. “For instance, Frank is my workhorse modified ender-3 and Bob is my resin printer,” he said.

3D printing PPE gear
Left: Rowe’s at home printing station with two completed Prusa masks. Right: Five printed ear savers. These are used to alleviate tension on the ears from surgical masks and allow users to wear them longer with more comfort.

The local community comes together

The efforts to quickly produce PPE has led to a large community of makers coming together around the world. After working with the national Health Ministry, Czech maker Jo Prusa shared a face shield design online to aid in creation around the globe. Local communities have rallied together by organizing groups to lead the initiative and help protect nearby hospitals and essential workers. In Southwest Virginia, the Facebook group “3D Printed PPE Roanoke VA” led by a Roanoke maker group has served as a centralized location to share printing tips, ask questions and request equipment. A team at Virginia Tech is also underway to create thousands of face shields for medical professionals in the New River Valley.

So far, the masks created by our Ozmonauts have been sent to Carilion Roanoke Memorial Hospital, Goodwin House Hospice, Mary Washington Healthcare as well as police, first responders and a funeral home in Roanoke and Salem, Virginia.

Co-founder and Chief Growth Officer, Aaron Herrington, touches on how proud he is to have Ozmo take part in this initiative.

A core value of being an Ozmonaut means being a part of something bigger than yourself and being willing to help others. This was the perfect opportunity for us to do that and Ozmo was more than happy to support our employees in these efforts.

Aaron Herrington, Co-founder and Chief Growth Officer at Ozmo
Assembling PPE
Bates and Kessler assembling masks for the Goodwin House Hospice prior to packing up and shipping.

Get involved

Interested in assisting local makers in their efforts? Even if you don’t have the means to print masks, you can help in other ways. Contact your local maker group to help with assembly days or use your sewing skills to stitch masks and bands. Take advantage of your social media presence to promote maker groups or your local connections to match makers with essential workers. Finally, you can donate to organizations concentrating on these efforts such as MatterHackers or Operation Shields Up! All physical equipment and donations must be properly sanitized before delivery so be sure to coordinate with your point of contact on how to do so.

Rowe demonstrates how to correctly wear a Prusa shield on top of a face mask

If you would like more information about Ozmo’s efforts to help fight COVID-19, please contact fightcovid@ozmo.com.

#BlacksburgFightingCovid #FloydFightingCovid #RoanokeFightingCovid

Ozmo to offer free virtual device access in response to COVID-19

As we all adapt to the current reality with the spread of COVID-19, Ozmo will support both enterprises and their customers as they face the uncertainties and complexities that result from a pandemic.

Now more than ever, customers are relying on their smartphones, connected devices and various apps to keep them informed, connected and entertained while practicing social distancing.

Even during times such as these, the need for customer support persists. Ozmo is here to help as businesses seek to responsibly manage their customer support and contact center operations.

To do our part, we are offering free access to our Ozmo for Agents platform that features hundreds of virtual devices now through June 15, 2020 with no strings attached.

This will immediately provide a scalable library of virtual devices to empower at-home or remote agents and remove the risk of handling shared physical devices, allowing agents to continue supporting customers safely.

Please send us an email today at newbiz@ozmo.com if you would like to enable Ozmo for Agents access. We’ll set up a brief call to discuss and get you up and running right away.

In addition, Ozmo has assured its customers that there is no foreseeable disruption to our services. Like many others, Ozmonauts are currently working from home as we adhere to CDC and state guidelines for the containment of the virus.

From all of the Ozmonauts, each of us working from home, stay safe.

Ozmo to share 2020 and beyond strategic roadmap at MWC

For the fourth consecutive year, Ozmo is excited to exhibit its one-of-a-kind support platform at Mobile World Congress in Barcelona, Spain from February 24 – 27, 2020. As the largest mobile event in the world, MWC features the latest innovations and leading-edge technology.

This year at MWC, Ozmo will demonstrate further advances in its omnichannel support platform and will be sharing its strategic roadmap for 2020 and beyond.

Included will be live demos of new and upcoming product features, previews of innovations to come with key Ozmo customers and a glimpse of Ozmo’s vision for the future of support.

Ozmo’s vision will touch on plans to expand both the scope and the scale of its omnichannel platform, serving more people than ever as they seek to adopt new technology into their lives.

Ozmo booth 5B2

Ozmo’s exhibit space is located in hall 5 at booth 5B2. Stop by the Ozmo booth or schedule a meeting with us for a product demonstration and to learn more about Ozmo’s strategic roadmap.

Ozmo tech support platform is implemented by Google Fi

Initial customer support rollout exceeds expectations

Ozmo’s tech support platform was selected by Google to provide tailored support for Google Fi’s supported devices, and its broader device, app and service offerings.

In August 2019, Ozmo began providing tailored support for all Google Fi devices, including those sold directly by Fi, such as Google’s own Pixel series, and devices that Google Fi customers can bring to the Fi network, which includes a range of both Android and Apple devices.

Additionally, Ozmo is providing custom support for the Google Fi app across all customer journeys, including paying a bill, migrating to the network, managing customer plans and more.

Ozmo’s support platform allows Google Fi customers to receive support for thousands of questions through any channel, from agent-assisted to self-serve. Within just one month, Google Fi had exceeded Ozmo’s annual utilization projections by over 25%.

We chose to partner with Ozmo because of their scalable platform’s ability to support our ecosystem of devices, apps and services. Having Ozmo in the hands of Google Fi agents is great because it allows for complex, personalized troubleshooting for our customers.

David Hoare, Director of Tools & Content for Google’s gTech Users & Products

“We are thrilled to partner with Google on bringing their support operations to life for Google Fi with our omni-channel technology platform” said David Catalano, Ozmo CEO and co-founder. “The Ozmo platform will seamlessly scale to provide the best customer experience across all support channels, whether that’s assisted support by a Google agent or through any number of digital channels for customers to self support.”

Ozmo looks forward to continued collaboration, innovation and growth of the partnership to give Google Fi’s customers the support they need when and where it’s needed.

Ozmo to expand, adding 40 new jobs

Governor Ralph Northam today announced that Ozmo, a technology company that builds software products for mobile operations and their customers, will invest over $200,000 to expand its existing operation in Montgomery County. The project will position the company to meet increasing demand for its products from top mobile operations and device manufacturers from around the world, creating 40 new jobs.

Since its arrival in Montgomery County just three years ago, Ozmo has grown from a small startup to a thriving company. The New River Valley’s impressive cluster of technology businesses continues to grow thanks to the region’s renowned educational institutions that will supply a tech talent pipeline for years to come. The Commonwealth is proud to support Ozmo’s job creation efforts and we thank the company for choosing to expand and reinvest in here in Virginia.

Governor Ralph Northam

With a customer base including Verizon and TELUS, Ozmo helps mobile operators and their consumers solve any device, application, or software issue quickly and effectively. Over 75,000 contact center agents use the company’s support platform, which scales to assist mobile operators and device manufacturers of all sizes. The Ozmo platform assists in over 25 million support interactions each year.

“Information technology is evolving rapidly in the Commonwealth and beyond, and we rely on innovative companies such as Ozmo to keep Virginia at the forefront of this industry,” said Secretary of Commerce and Trade Brian Ball. “This exciting expansion will nearly double Ozmo’s workforce in Virginia, demonstrating that the sky is the limit for homegrown IT firms in the New River Valley. We thank Ozmo for its commitment to growth in Montgomery County, and for the creation of 40 new, 21st-century jobs in the Commonwealth.”

“Ozmo is doubling down on its commitment to growing in downtown Blacksburg,” said CEO of Ozmo David Catalano. “Our proximity to Virginia Tech provides us a unique advantage of access to top talent, while also being able to offer exceptional quality of life for our employees. We look forward to growing locally in order to support the increasing demand for our products worldwide.”

The Virginia Economic Development Partnership worked with Montgomery County to secure the project for Virginia. VEDP will support Ozmo’s job creation through the Virginia Jobs Investment Program (VJIP). VJIP provides consultative services and funding to companies creating new jobs or experiencing technological change in order to support employee training activities. As a business incentive supporting economic development, VJIP reduces the human resource costs of new and expanding companies. VJIP is state-funded, demonstrating Virginia’s commitment to enhancing job opportunities for citizens.

Ozmo is currently participating in VEDP’s award-winning Virginia Leaders in Export Trade (VALET) Program. VALET is an application-based, two-year global export acceleration program that provides participating companies with assistance from a team of experienced international service providers to help meet their export goals.

“We value businesses like Ozmo that are investing in our community and creating even more technology-based jobs, which are attractive to both our citizens and others who wish to relocate to our region,” said Montgomery County Board of Supervisors Chair Todd King.

“Ozmo’s expansion in Montgomery County demonstrates a burgeoning high-tech business environment in the New River Valley with a workforce prepared to meet the needs of a growing mobile market,” said Senator John S. Edwards. “Since 2012, VJIP has assisted in more than 2,000 jobs brought to Montgomery County, and its support in this expansion is yet another testament of its commitment to job creation in the region.”

“David Catalano and his team at Ozmo work tirelessly to build and maintain relationships with some of the most impactful telecommunications companies in the world,” said Delegate Chris Hurst. “I am thrilled that Ozmo will be making additional investments in the New River Valley, proving that the region around Virginia Tech and Radford University is one of the best for tech talent in the nation.”

View the press release here.