Last month, Ozmo’s VP of Sales, Troy Cross, joined Evan Kirstel on the “What’s Up with Tech” podcast to discuss the future of digital tech support. With telecom companies facing increasing demands for efficiency and better customer experiences, Ozmo is leading the charge in transforming how carriers approach technical support. From improving call center operations to leveraging AI-powered self-service tools, Troy shared insights into how Ozmo is helping redefine customer support in the industry. Hear the full conversation with Troy Cross on “What’s Up with Tech” and explore the key takeaways below.
How Ozmo enhances customer support
Ozmo was founded to simplify tech support by providing intuitive solutions for both customer service agents and end users. The platform enhances call center efficiency by allowing agents to access and navigate virtual devices and apps. This significantly improves first-call resolution rates and reduces unnecessary call transfers. As companies continue to prioritize seamless and effective support, investing in large language models (LLMs) in AI customer service is becoming an essential strategy for delivering intelligent, context-aware responses.
[1:30 - 2:02]
The Role of AI in modern support systems
AI is at the heart of Ozmo’s innovation. With the rise of conversational AI, support interactions are becoming more intuitive and efficient. Ozmo’s solutions use AI to analyze customer inquiries and provide accurate, context-aware responses. This ensures that both agents and end users receive the right answers quickly. The adoption of AI-driven tools is accelerating across the telecom industry, driven by the need for customer service trends that emphasize speed, accuracy and personalization.
Measuring success in telecom customer support
Measuring success in customer support goes beyond resolving issues quickly — it’s about creating a seamless experience. Key metrics that Ozmo helps improve include reduced handle times, higher first-call resolution rates and lower repeat call volume. Additionally, by integrating AI-driven insights, telecom providers can enhance customer satisfaction and net promoter scores (NPS), which are critical for long-term customer retention. Companies looking to strengthen their support strategies are increasingly turning to solutions that focus on optimizing contact center operations, ensuring they deliver proactive and holistic support to customers.
Real-world success: Ozmo’s partnership with Rogers
One of the most compelling success stories of Ozmo’s impact comes from its collaboration with Rogers in Canada. Many of their customer service agents lacked hands-on experience with the devices they were troubleshooting. By implementing Ozmo’s virtual device technology, Rogers was able to provide agents with real-time digital replicas of customer devices, leading to improved support efficiency and increased customer satisfaction.
What’s next for Ozmo in 2025
Looking ahead in 2025, Ozmo will continue to expand its AI capabilities and product offerings. With telecom providers seeking to optimize their support operations, Ozmo is investing in enhanced AI-powered support tools, sentiment analysis and predictive troubleshooting. As companies refine their AI strategies, they are finding new ways to leverage AI support tools with verified answers to enhance both self-service and agent-assisted interactions.
[15:05 - 16:05]
The intersection of AI and customer support
Troy’s conversation with Evan Kirstel highlighted how Ozmo is shaping the future of AI-powered telecom support. By providing innovative solutions that enhance both agent efficiency and customer self-service experiences, Ozmo is ensuring that carriers are well-equipped to meet the evolving demands of the industry.
To hear the full conversation, listen to the episode of Evan Kirstel’s “What’s Up with Tech” featuring our VP of Sales, Troy Cross here.
