The global pandemic has accelerated the need for digital transformation, with companies being forced to support a remote workforce for health and safety reasons. This shift towards remote work has created a demand for efficient and effective remote call center solutions. JustCall, a rapidly growing organization based in India, aims to meet this demand by helping businesses set up remote call centers from anywhere in the world without the need for extra hardware. However, they faced challenges in tracking their salespeople's phone calls and expanding their services internationally. They also needed to offer a local number feature that is cost-efficient for businesses to project a local presence within each country they operate in.

Luminare, a healthcare company initially focused on sepsis detection, found itself in a unique position during the COVID-19 pandemic. The company had been using Twilio to power low volume, high-value SMS messaging to physicians and teams as part of their sepsis detection software. However, with the onset of the pandemic, Luminare saw the need to modify its platform to address COVID-19 syndromic surveillance and aid in mass vaccine administration. The challenge was particularly acute in Dallas County, Texas, where the launch of COVID-19 vaccinations in early 2021 led to overwhelmed healthcare systems. The scarcity of healthcare providers to handle appointment scheduling and administration, coupled with paper-based systems requiring a team of over 100 full-time volunteers for data entry and communications, resulted in hours-long waits and only about 2,000 shots administered per day.

World Central Kitchen (WCK), a non-profit organization founded by Chef José Andrés, has been providing immediate food relief after disasters and strengthening local food systems throughout the Caribbean and Latin America since 2010. The organization has served over 50 million meals to communities affected by natural and man-made disasters worldwide. However, when the COVID-19 pandemic hit, WCK faced a unique challenge. Unlike previous disasters where infrastructure was often destroyed, the pandemic left all infrastructure intact. WCK needed to figure out how to use this intact infrastructure to continue providing meals to communities in need. Additionally, the pandemic led to an economic crisis, resulting in a soaring number of families stating they did not have enough to eat. Food banks were seeing record-breaking lines, and food distributors were wasting food due to lack of sales.

Arkansas Children's Hospital, one of the largest pediatric medical centers in the US, was facing a significant challenge in confirming patient appointments. The hospital was dealing with a high no-show rate, which was not only costing the hospital a substantial amount of time and money but also negatively impacting the care and recovery of the children. The hospital's legacy phone system, which was used to send out hundreds of thousands of appointment confirmation calls, was unable to handle the load and would frequently break down. This resulted in only a small percentage of patients receiving call reminders, leading to more missed appointments and further stress on the system. The hospital's search for a new solution was met with high price quotes from vendors and long waiting periods. The hospital also considered building an in-house notification system, but this would have left them with too much responsibility over the call center and taken valuable time away from other operations.

Box, a fast-growing technology company, is a digital content management and collaboration platform trusted by businesses of all sizes, including 52% of Fortune 500 companies. The company is entrusted with the secure storage of critical information and data in the cloud. However, with a diverse range of people needing access to these files - including customers, partners, vendors, contractors, and employees - Box faced the challenge of ensuring the security of its customers' data as it moved between Box and various other systems. The company needed a reliable and scalable solution to keep these accounts secure, especially as customers increasingly wanted to access their information from a variety of devices.

DriveNow, a joint venture between BMW and Sixt, provides carsharing services in various European and North American cities. The company faced a significant challenge in ensuring a quick and reliable car rental registration and reservation process for its customers. The process involved sending SMS notifications at two key stages - user registration and car reservation. However, DriveNow was experiencing issues with the reliability of these SMS notifications. Many customers reported that text messages were either delayed or failed to arrive altogether. This led to an increase in phone calls to the DriveNow call center, resulting in frustrated customers and increased operational costs. Additionally, DriveNow needed a solution that could adapt to different cities and territories as the company planned to expand its services.

Intuit, a leading provider of business and financial management solutions, faced a significant challenge in protecting small businesses that use its online payroll service from online security threats. As a payroll provider, Intuit stores sensitive information for its small business customers. The company was keen on staying ahead of online fraud and wanted to implement an additional layer of security to safeguard their customers' sensitive data. The challenge was to find a solution that would not only provide robust security but also ensure minimal inconvenience to legitimate customers. The solution also needed to be cost-effective and efficient to implement.

TaskRabbit, an online and mobile marketplace that matches freelance labor with local demand, was looking to expand its operations beyond the US, with London being its first international location. The challenge was to extend TaskRabbit's existing Twilio text and VoIP phone communication capabilities to its new location in London, England. The company had to ensure that the transition of its digital infrastructure overseas was smooth and that handling SMS and phone calls remained hassle-free. Furthermore, TaskRabbit had to adjust their communication style to cater to the subtle differences between London and its US cities. This ranged from making small language tweaks on the website to toning down the marketing language for a less enthusiastic and slightly more skeptical audience.

Better Voice, a provider of customizable voicemail and phone services, faced the challenge of integrating voicemail services with multiple platforms and making them accessible via mobile. The company's primary clientele, real estate agents, required an efficient and flexible voicemail system that could handle incoming calls with voice, SMS, and email messages. The information from these calls needed to be automatically extracted, integrated with existing CRM and other systems, and prioritized for response. The challenge was to build a customizable, complete voicemail system that could meet these needs.

eHarmony, an online dating site, was faced with the challenge of enabling its users to connect over the phone while keeping their personal phone numbers anonymous. The company had previously introduced a private calling solution, but it was found to be difficult to use by subscribers. Users had to initiate phone calls to their matches using their computers, a process that was deemed cumbersome. eHarmony was therefore tasked with finding a calling solution that would provide a better customer experience, while maintaining the privacy and security of its users.

PagerDuty, an incident management platform for IT operations and devops teams, was faced with the challenge of making IT alerts reliable and simple to use. Traditional alerting systems were either complex, capital-intensive enterprise projects or unreliable, jury-rigged hacks that were as likely to fail themselves as the systems they monitored. The founders of PagerDuty, Alex Solomon, Andrew Miklas, and Baskar Puvanasathan, aimed to create an alerting system that was not only highly reliable but also simple and accessible. They envisioned a cloud-based service that could aggregate incidents from multiple IT monitoring systems.

QuoteWizard, a company that connects consumers with insurance agents, faced a significant challenge when their telephony provider experienced an outage that lasted for days. This outage caused their Interactive Voice Response (IVR) and lead generation infrastructure to go offline, severely impacting their operations. The reliability of their phone infrastructure was crucial for their revenue stream, as they get paid for every successful connection between a buyer and an agent. The outage not only disrupted their services but also left the team in a state of uncertainty and stress. The situation was further exacerbated when, even after 24 hours, the outage was not resolved, leaving QuoteWizard's telephony services still down.

StubHub, an eBay company and the world's largest ticket marketplace, was facing a significant challenge in streamlining transactions between ticket buyers and sellers. The process required a final confirmation of ticket availability from the sellers, which often resulted in delays. In cases where sellers were unable to confirm ticket availability, StubHub had to resort to manually calling sellers for transactions to proceed. This was a cumbersome and tedious process, as described by John Whelan, Director of Customer Service at StubHub. The challenge was to ensure seamless customer transactions and the ability to close the sale before the tickets expired. The manual process of calling sellers was laborious and inefficient, especially for sellers who were away from an internet connection.

JustPark, the world's largest online parking marketplace, was facing a significant challenge in connecting drivers with parking space owners quickly and efficiently. The company initially used an enquiry model to facilitate this connection, but this process was slow and relied heavily on owners being online and checking their inbox regularly. The company tried using a leading SMS provider to speed up communications, but found that the service lacked essential features such as debugging software and reporting tools. The company was in need of a more developer-friendly integration, with full international coverage, excellent customer service, and a robust developer community.

Kitestring, a personal safety SMS app, was faced with the challenge of creating a reliable way to ensure people arrive at their intended destinations safely. The idea was conceived by Stephan Boyer, a grad student at MIT, who wanted to ensure his girlfriend's safety while she walked home through a risky neighborhood in San Francisco. Boyer aimed to build an app that would allow her to set the duration for her walk home and check in via SMS once she was home. The challenge was not just to ensure timely and reliable message delivery, but also to scale the service to the masses. The app needed to be reliable, scalable, and easy to use for anyone, regardless of whether they owned a smartphone or not.

Salesforce, one of the largest American cloud computing companies specializing in customer relationship management software, faced a significant challenge during their annual event, Dreamforce, in 2009. The event, which hosted over 19,000 attendees at San Francisco's Moscone Convention Center, included an 'Appy Awards' ceremony where Salesforce.com annually recognizes the best apps of the year. A few weeks before the event, Salesforce decided to add an 'audience choice' category to the awards ceremony. However, the short notice left little time to set up a conventional voting process that would have required lengthy and detailed planning with carriers and long-term commitments. Salesforce needed a solution that could be developed quickly and integrated into their existing workflow, allowing for real-time tallying of results.

In order to keep up with an expanding digital footprint and an increasingly online customer, Domino’s needed to turn its focus to online delivery and build more engagement across its digital platforms. However, customer interactions spanned dozens of digital touch points across every aspect of Domino's business, leading to data being stuck in silos. This prevented the marketing team from personalizing campaigns based on customers’ behavior, resulting in poor customer experiences that impacted lifetime value. Additionally, Alsea, Domino’s parent company in Mexico, was relaunching its loyalty program and needed a single view of the customer to personalize coupons and email messaging across its brands. At the time, every brand under the Alsea umbrella had a separate stack and set of data.