Vinted, an online vintage retailer, was facing a significant challenge with an increase in fraudulent transactions on their site. Traditional methods of customer authentication were proving to be either ineffective or too cumbersome and unscalable. As the company grew, the simplicity of their transaction processes heightened the risk of fraudulent transactions, such as purchases made with stolen credit card information. Vinted had a security system in place that calculated user behavior and gave a score based on the probability of fraudulent usage. However, when a user was identified as fraudulent through a negative score, the only action Vinted could take was to ban the user. This approach was not efficient and Vinted needed a more frictionless action.

Zalora, a leading online fashion retailer in Asia Pacific, was facing a significant challenge in its customer communication and marketing efforts. With the rise of mobile eCommerce, Zalora recognized the need for an effective SMS solution to implement marketing campaigns and provide reliable transaction, order, and delivery updates to its customers. However, the company's initial solution of using local SMS aggregators proved to be ineffective. Thousands of Zalora's SMS messages were not being delivered, leading to a negative disruption in the mobile shopping experience of its customers. This issue was not only affecting Zalora's customer satisfaction but also its marketing and transaction efforts.

Farmers Insurance, America’s largest insurer of vehicles, homes, and small businesses, was facing a challenge in reaching customers when and where they were. The company needed to provide a seamless customer experience through CRM integration and increase productivity. As an agency owner, LaTasha Baucham was dedicated to providing a personalized, reliable, and memorable customer experience. However, her team was spending more time worrying about how they would connect with customers rather than focusing on how they could best serve them. The challenge was to find a solution that would streamline their processes, increase productivity, and provide a great customer experience.

The Rank Group, a leading gaming and entertainment business in the UK, was undergoing a significant shift in its business model. The company was transitioning from a cost-focused approach to a customer experience-focused model. This radical change required a robust contact center solution to support the new customer service function, which was being moved from an outsourced model to an in-house model. The Rank Group needed a solution that was agile, cloud-based, and could easily adapt to the new contact center in Sheffield, UK. Additionally, the solution needed to integrate seamlessly with their existing Salesforce CRM platform.

Remitly, the largest independent digital remittance company in the U.S., was facing a significant challenge in reducing the number of fraudulent transactions that resulted in monetary losses. The company, which transfers over $2 billion annually from customers in the U.S., United Kingdom, and Canada, to recipients in India, Mexico, Latin America, and the Philippines, needed a secure and efficient way to authenticate transactions and communicate with customers. The funds transferred by Remitly users are often lifelines for their loved ones, making it imperative that these remittances are sent through legitimate, highly-secure channels. The company needed a solution that would safeguard against fraud and suspicious activity, while also providing a high level of transparency and communication for its clients.

Aramex, a Dubai-based logistics company, was facing challenges in enhancing the effectiveness of its delivery process and improving the customer experience. The company was seeking a solution that could be implemented quickly to meet the growing demands of e-commerce and the increasing need for a seamless last mile experience. The company was also looking to digitize and streamline its processes to minimize the number of delivery attempts and improve navigation through various regions and major markets. The challenge was to find a technology platform that could support their digital transition and enable the highest level of efficiency.

WELL ROOM, a subsidiary of Mitsubishi Estate Co., Ltd., was established in April 2021 to provide multilingual healthcare services for companies employing foreign employees in Japan. The challenge was to build a video platform that would enable online mental health and occupational health consultations for foreign nationals living in Japan. The increasing number of foreign residents in Japan has led to a growing demand for multilingual healthcare services. However, the lack of medical facilities with multilingual capabilities posed a significant challenge. WELL ROOM aimed to address these issues by providing a variety of services, including referrals to medical institutions for health check-ups and virtual mental health/industrial physician consultations.

Mobyquest, a leading provider of MMS based solutions for mobile communication channels, was facing a significant challenge due to poor performance from past partners. The company needed a new communications API that could provide the most accurate phone number insight, with the lowest latency and cost. Despite having exclusive agreements with telecommunications operators, Mobyquest was struggling to determine the correct carrier for each phone number in its database. This was causing inefficiencies in their operations and increasing their overall communications costs.

RAM Tracking, a leading company in vehicle tracking systems, faced a significant challenge as their business grew exponentially. Their existing telephony system was unable to cope with the rapid increase in customers and was not integrated with their Salesforce platform. This lack of integration was a major hurdle as Salesforce was central to their business processes and customer understanding. The company needed a solution that could scale with their growth, integrate seamlessly with Salesforce, and support additional requirements such as improved training and management information for assessing overall operational performance.

Revolut, a London-based fintech company, offers an app-based banking alternative that allows its 20+ million users to send money worldwide in 200+ currencies at a real-time exchange rate, with no fees, through a debit card. The company was facing a challenge in verifying the identities of people registering for their services globally. They needed a secure method to ensure that the users registering for their services were genuine. This was crucial as the company was planning to expand into additional regions such as the U.S., Canada, Australia, Singapore, and Japan.

Singapore-based property portal 99.co faced a significant challenge in preventing scams and fraud that are common on classified sites. With Singapore being one of the top 10 real estate cities in the world, the platform needed to ensure a secure and reliable user experience for renters, buyers, and property agents. The challenge was to implement a reliable user authentication process to verify and match each broker’s identity against an official broker database. Similarly, the phone numbers of new property-seeking registrants needed to be verified to ensure that agents received high-quality, legitimate leads. Additionally, 99.co required a cloud communications partner to enable brokers and potential renters to reliably connect via SMS.

BlaBlaCar, the world’s leading long-distance carpooling platform, faced a significant challenge in user verification. The company needed a reliable method to weed out fraudulent registrants and build a peer-to-peer trust community at scale. This was crucial to ensure the safety and security of both drivers and passengers using the platform. Additionally, BlaBlaCar aimed to increase their conversion rates for mobile verifications to ensure consistent user acquisition. The challenge was further compounded by the company's rapid international expansion, which required a solution that could provide wider coverage in the regions they were expanding into.

Cambly, an online platform for English language learners, faced a significant challenge. They wanted to provide their users with an opportunity to practice English with native speakers through high-quality video chat directly in the browser. The goal was to create an immersive learning experience that would mimic the benefits of being in an English-speaking country. However, achieving this level of interaction and quality was a significant hurdle. The solution needed to be reliable, accessible across various devices, and offer superior connection quality. Additionally, Cambly wanted to provide a feature that would allow students to record and playback their conversations for further practice and refinement of their language skills.

CEB SHL Talent Services, a global provider of behavioral and ability assessment tools, was facing significant challenges with its service desks in over 20 offices. The operation of these service desks was not only expensive but also made it difficult to deliver excellent customer experiences. The lack of an analytical reporting mechanism further complicated the evaluation of operational effectiveness. The company was also struggling with the issue of having too few call handlers in many offices, making it commercially unviable to maintain the status quo. The challenge was to restructure costs, re-evaluate service standards, and bring the service desk offering in-house to ensure consistent support and optimize efficiency.

Debt Busters, an Australian-based financial management business, was grappling with the inefficiencies of their legacy CRM and phone system. The existing system was not equipped to handle the growth the company was anticipating. The rudimentary system for inbound calls resulted in all phones ringing simultaneously, leading to calls often being directed to the wrong people. This inefficiency wasted valuable time daily and hindered the company's ability to provide a high level of customized service to their clients. The company was in dire need of a solution that could streamline their operations and support their growth trajectory.

Double Robotics, a company that offers telepresence robots for more realistic remote collaboration experiences, faced a significant challenge. They wanted to enable more realistic interactions for remote workers overseas and help children attend class even when they can't make it there in person. The need to be in different places, whether it's a meeting across the city or an office on the other side of the world, is a common challenge in today's globalized world. However, it's not always possible or affordable to physically be there. Double Robotics aimed to overcome this challenge by allowing workers to interact more realistically with their colleagues overseas and enabling children to have a physical presence in the classroom, even when they can't be there in person.

Solarity Credit Union, a financial institution that heavily relies on digital home loans completed by contact center agents, was facing a significant challenge. The credit union needed its agents to complete every member interaction on a call from a single platform on a single screen. This requirement was crucial to ensure seamless communication and efficient service delivery. However, the existing system did not provide this level of integration, leading to disjointed customer interactions and potential inefficiencies in the service delivery process.

Vertafore, a leading provider of software services to the insurance market, was facing challenges in its customer support department. Despite having a strong market presence and high customer satisfaction scores, the company was struggling with long hold times, a need for improved customer experience, and a demand for more communication channels. Customer surveys revealed that the average hold time of 160 seconds was negatively impacting customer satisfaction. Even though Vertafore’s customer satisfaction ratings were above industry standards, there was still room for improvement. Additionally, customers expressed a desire for more access to chat support. Vertafore had a chat system in place, but back-end processes made it difficult to respond to customer inquiries via chat in a timely manner.

Wowcher, the UK’s second largest online vouchering website, was facing several challenges in its customer service department. The performance of their advisors needed improvement, and there was a lack of connection between sales and customer service outcomes. The company was also dealing with high contact volumes due to poor first contact resolution. The purchase process for Wowcher is primarily online or via mobile apps, but some customers still preferred to call with queries. This led to an overwhelming number of inbound and outbound calls, with over 150,000 inbound and 40,000 outbound calls a year. The company needed a solution that would not only improve advisor performance but also enhance the quality of business information and ultimately deliver a better customer service experience.

InfoCert, a leader in digital transformation, was faced with the challenge of modernizing time-consuming and resource-intensive digital identity processes. The traditional methods of handling legally binding contracts, which involved physical printing and delivery, were not only inefficient but also susceptible to fraud and loss of documents. Furthermore, these outdated processes did not meet the expectations of digitally savvy consumers who prefer to operate remotely at their convenience. InfoCert recognized the need to address these issues and bring all work processes into the digital age.

Labor First, a healthcare advocacy company, was facing a significant challenge in tracking member data and logging calls related to their community members. The company, which primarily serves public sector and labor union retirees, needed a solution that could seamlessly integrate with Salesforce, their existing CRM platform. The challenge was to find a configurable contact center solution that could not only track member data but also log calls tied to Labor First community members. This was crucial for the company to ensure efficient communication and service delivery to their members.

Novo Labs, a company founded by Jeff Loukas and Clinton Coleman, was faced with the challenge of integrating a conversational AI system for taking food orders with a traditional phone system. Despite the growing trend of online ordering in the food industry, the founders recognized that a significant number of customers still preferred to place their orders verbally. They aimed to digitize this voice channel, creating a 'conversational commerce system' that would allow customers to order via voice, either through a call or a drive-thru. However, the challenge lay in finding a way to connect the audio from the telephone to their natural language processing system, enabling their AI to interact effectively with customers over the phone.

OpenRent, a UK-based online rental marketplace, was faced with the challenge of making the process of finding properties easier and cheaper by eliminating the middleman and enabling landlords and tenants to connect directly. The company needed a scalable and efficient communication solution to handle over 200,000 apartment rental inquiries per month. The solution had to be secure, efficient, and cost-effective. The company also wanted to provide a fast and effortless customer experience for its users. The challenge was to find a communication solution that could handle the high volume of SMS interactions, which had grown considerably by 2016.

PagerDuty, a digital operations management platform, faced a critical challenge in ensuring timely and accurate voice and SMS notifications to IT teams during incidents. The company's mission was to alert the right people at the right time, providing them with the necessary data and tools to resolve issues swiftly. The challenge was not just about delivering notifications, but also about ensuring the quality of service across various regions. Furthermore, the company was grappling with increasing costs related to fraud, which necessitated additional verification measures for their platform.

Prospa, a Sydney-based online platform that simplifies loan applications for small businesses, was in need of a telephony provider that could easily integrate with Salesforce. The company was looking for a solution that was not 'clunky' like other options they had considered, which used plug-ins for integration. The challenge was to find a telephony provider that could seamlessly integrate with their existing CRM system, Salesforce, and support their business growth with cloud-based innovation.

Allied Dispatch Solutions (ADS), one of North America’s largest roadside assistance networks, was facing a significant challenge with their call center operations. The company needed a robust and reliable call center that could handle the pressures of any roadside emergency. The existing system was not providing the real-time analytics and data control that ADS required to efficiently manage their operations. The company needed to innovate how calls were managed, with a focus on delivering the most accurate real-time analytics possible. The challenge was to overhaul their call center operations to improve efficiency, data control, and real-time analytics.

Apptivo, a company founded in 2010, provides an all-in-one solution for SMBs (Small and Medium-sized Businesses) at an affordable price. The company caters to over 250,000 businesses from 193 countries, ranging from independent consultants to billion-dollar enterprises. However, the challenge was to find a comprehensive and affordable solution that could deliver a rich customer contact center experience, regardless of the size of the company. The solution needed to connect IP and PSTN for voice communications and offer an omnichannel communication experience with a complete set of channels for messaging and voice. The challenge also included the need for global connectivity leveraging an extensive carrier network and webRTC.

Auka, a leading Norwegian fintech provider, was faced with the challenge of staying ahead of disruptive technology in the highly competitive fintech sector. The company needed to provide bank-grade systems and services that financial institutions could trust. The challenge was to ensure secure user authentication and drive deeper customer engagement while scaling its user notifications and verification processes. Auka also needed to ensure that the process of downloading its app was smooth and secure for its users, providing the critical security needed for both Auka and the banks they serve.

Axio Financial, a leading U.S. broker-dealer specializing in selling structured financial products, faced a significant challenge due to its substantial growth. The company needed to build a next-generation platform, including a full-featured contact center, that would integrate key strategic, application, and communication solutions to enhance user functionality and support their expanded business demands. The challenge was to manage a vast amount of information in a fast and dynamic financial market environment. By 2015, Axio's growth necessitated the integration of its enterprise database and data infrastructure with strategic application and communication solutions partners to create a comprehensive contact center solution. The solution needed to integrate natively with Salesforce, leverage Axio's advanced data analytics, empower the organization’s in-office, hybrid, and remote staff, support broker dealer, bank, and RIA financial advisors, and allow efficient, fast, and flexible functionality modifications and enhancements.

Babylon, a virtual health service provider, was faced with the challenge of integrating video into their mobile application. The goal was to enable patients to consult with doctors in real time, regardless of their location. The challenge was not just about adding a video feature, but ensuring that it was user-friendly, reliable, and secure. The healthcare industry is highly sensitive, and any solution had to guarantee the privacy and security of patient data. Furthermore, the solution had to be accessible and affordable, making healthcare more reachable for many people who find traditional doctor visits inconvenient or costly.