Motorola makes it their mission to change people’s lives for the better through the magic of mobility. Through support centers located in the U.S., the Philippines, India, Brazil and Latin America, the global company needs to be able to support customers with any issues related to their device, a third-party application or a service they’re trying to connect to. Some of the challenges Motorola faced were: •Customers explained issues one way, but agents understood it a different way. •Language barriers between agent and customer made it difficult to fully understand the problem. •Lacked the ability to visualize the issue, eliminate guesswork, and resolve issues quickly.

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