Ozmo for Agents

Ozmo for Agents highlights

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  Product selection is often the starting point for agents

  This product generally starts users off at a library of devices and apps, where they can browse or search based on their preference. Conveniently, Ozmo provides data driven and personalized portrayals of common devices for quickly jumping back in.

  Additionally, access to Remote Video can be found here at this library view and is available as a product-wide capability for an agent who simply needs to see what the customer sees.

• Short demo video of Ozmo for Agents

The agent workspace within Ozmo for Agents

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  A wealth of troubleshooting capabilities

  Once a device or app has been selected, an agent will find themselves here. This view provides them with a multitude of capabilities and resources to empower them to solve the customer’s issue.

  Within each workspace view, an agent can search for and open step-by-step tutorials, interact with an emulated and immersive device and also explore the device’s exterior. Agent’s can additionally send and share tutorials and tours to customers during or after calls for supplement and self support opportunities.

  Again, agents have access to Ozmo’s Remote Video solution, meaning an agent could potentially have a customer show what they’re seeing while they view any of the resources found within the product.

Tutorials & troubleshooting content

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  Step-by-step content available for both the agents (on left) and for customers (on right)

  Ozmo maintains a library of how-to content thats available in both of our products - for not only consumers self supporting - but for agents as they attempt to help customers troubleshoot. The agent facing product empowers agents to compile bundles of tutorials and then easily share them with the customer.

Remote video

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  Enabling the agent to see the customer's environment

  Ozmo's Remote Video feature enables agents the ability to have the customer use their mobile device camera as a means of viewing their environment. Effectively, with this an agent can now support a customer with connections, device placement and even monitor lights in real time.

  → View a deep dive on the Remote Video feature.

  On top of having this extra sight into the customer's environment, the agent still has concurrent access to all of the support capabilities within the product as well.

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  Enabling the agent to markup the customer's video stream and extract text

Once the agent is viewing the customer's environment through their phone, the agent can utilize features built within - enabling them an ability to draw on the screen to point out or reference something to the customer or even interpret text visible in view to easily capture important details serial and model numbers, for example.

Live Content Share

• Live Content Share empowers an agent to share Ozmo's content live in a co-browsing format with the customer. The agent could in this scenario use a tutorial or explore an image of the exterior of a device together with the customer.

  

  Content Share is available from within an active Remote Video session.

  → View a deep dive on the Live Content Share feature.

Education within the product

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  Educational popups (on left) and a notification center (on right)

  Perhaps one of the most important factors in Usability, we take every opportunity to explore how we can layer in more education into the product - ensuring our agent users can organically and easily understand the software.