Headsets.com, a leading headset supplier in North America, was using a legacy on-premise solution that was becoming obsolete and did not provide the kind of flexible, reliable connection to support the future of hybrid and remote work. The company needed a solution that would allow its agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience. The challenge was to find a solution that would provide seamless integration from the same platform, enabling agents to choose when, where, and how they're 'in the office'.

Interstate Batteries, a privately-owned battery marketing and distribution company, was leveraging a legacy on-premise solution for their unified communications. This solution did not provide the kind of innovation and agility that the company needed to support its employees, both now and in the future. The company was in need of a flexible, unified communications experience for their employees, and a solution that could provide increased productivity and personalized, intelligent customer connections. The challenge was to find a solution that could integrate with existing applications, gathering all the relevant customer history and information into one single view.

In the food and beverage industry, earning customer loyalty can be challenging due to the competitive landscape. The onset of the COVID-19 pandemic has further complicated matters, forcing brick and mortar businesses to digitally transform and learn how to communicate with customers in different ways, across new channels. As customer experiences move from simple connections to intelligent conversations and more immersive engagements, businesses are faced with the challenge of adapting to earn customer loyalty. Furthermore, as Como serves businesses in more than 30 countries, it needs to adhere to local regulations, particularly when it comes to customer communications.

StoryCorps, a U.S. nonprofit dedicated to recording, preserving, and sharing the stories of people of all backgrounds and beliefs, faced a significant challenge when COVID-19 shut down their in-person recording spaces. The organization needed a digital solution to continue their work and capture an oral time capsule of a historic moment. The urgency to develop self-service tools for recording stories outside of StoryCorps’ physical booths became paramount. StoryCorps recognized that a digital recording platform was the solution for capturing conversations between people who needed to be apart.

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.

The challenge was to create an easy-to-use application that could assist visually impaired individuals in accomplishing simple tasks around the house. Everyday tasks such as identifying the correct public transit route, checking the expiration date of a carton of milk, or selecting the right ingredients from the pantry can be difficult for those who are blind. While many visually impaired individuals rely on friends and family for assistance, they often feel guilty asking for help. The goal was to provide 'another set of eyes' to these individuals, enabling them to accomplish more on their own without needing to constantly seek assistance from those around them.

BitQuick, a leading cash-for-bitcoin marketplace, was facing a significant challenge with fraudulent and illegitimate transactions. Many online users were placing bitcoin orders without any intention of paying for their purchases. This resulted in bitcoins being 'locked up' in escrow, making them unavailable for purchase by other buyers. This issue was not only affecting BitQuick's transaction volume but also its overall business operations. The company needed a solution that would allow them to verify purchases by authenticating the buyer for each transaction. Additionally, BitQuick was looking for a cloud communications partner that could support their future global expansion.

Calgary Scientific, a company specializing in transforming enterprise-class software into web and mobile-enabled platforms, faced a challenge in their latest offering for medical organizations, Resolution MD. The cloud-based medical imaging software was designed to allow doctors and specialists to securely share and view patient images and reports from any device, while collaborating remotely. However, the company wanted to create a service that would enable medical professionals to share data and images, and perform effective remote medical diagnoses. The goal was to create a service that was as efficient and effective as two medical professionals working together in the same room. To achieve this, Calgary Scientific needed to embed secure, reliable, high-quality video communications directly into the context of the information being shared.

The challenge faced by eCommerce retailers is the high rate of shopping cart abandonment by potential customers. After investing in marketing to drive customers to their websites, brands often find that users abandon their shopping carts at the last moment. The options available to the brands at this point are to either attract new customers or retarget the potential customers who abandoned their carts. The latter has proven to be easier and more cost-effective, but the software technology required for this is often expensive, complex, and time-consuming. The challenge, therefore, was to find a solution that could effectively re-engage customers who had abandoned their online carts before making a purchase, in a cost-effective and efficient manner.

Chi Mei Hospital in Taiwan was grappling with the challenge of increasing efficiency and reducing response times for acute health issues that require specialized care and have a narrow time window for treatment. The hospital, which is the largest integrated health care system in the Yunlin-Chiayi-Tainan area of Taiwan, serves over three million patients and is committed to providing high-quality medical care. However, the manual process of alerting medical staff of critical emergencies was time-consuming and inefficient. In situations such as ST-segment elevation myocardial infarction (STEMI), a serious type of heart attack, every second is crucial and delays in treatment can significantly increase health risks. The hospital needed a solution that could streamline this process and ensure rapid response to such emergencies.

CommonTime, an online arts learning platform, faced the challenge of building a platform that could empower arts educators around the world to connect and engage meaningfully with learners. The platform needed to support access to arts education for all, connecting educators and individuals to artists and arts organizations across the world. The challenge was not just to create a platform for booking art lessons and events in music, dance, theatre, and visual arts, but also to provide a space for teaching artists and arts organizations to host live interactive video lessons and get paid for their expertise. The platform also aimed to support underserved communities, expand the scope of outreach beyond local or national audiences, and connect different cultures in a virtual space.

The modern workplace has seen a significant shift towards remote work, with the number of regular work-at-home employees growing by 140% since 2005. This trend has been accelerated by technological innovations such as email, chat apps, and productivity management systems. However, despite these advancements, remote work is not without its challenges. The primary issue faced by companies today is ensuring clear communication between teams that are increasingly flexible, remotely distributed, and global. Traditional video conferencing tools, while useful, often operate in a silo, limiting the ability for colleagues to communicate in the context of their work. This lack of integrated communication tools can hinder collaboration and productivity.

Crowdcast, a live video platform for webinars, Q & As, courses, and online conferences, was facing challenges in providing a seamless and interactive experience for both hosts and audiences. The traditional webinar experience was often fraught with technical problems and lacked real interaction among participants. The company needed a video platform that could address these issues and enhance the webinar experience. The goal was to transform webinars from being a clunky, frustrating experience to a seamless, delightful way to teach and connect online. The challenge was to create a platform that would allow anyone to set up and run professional, high-quality webinars, Q&A sessions, live courses, and summits with a few easy steps and no downloads.

Ebury, a rapidly expanding FinTech company, employs a unique business model where it makes outbound calls directly to potential clients, instead of solely relying on inbound marketing. However, the company faced a significant challenge in terms of visibility of the sales process across its different jurisdictions, including the UK, Spain, The Netherlands, and Poland. This lack of visibility was slowing the business’s progression. Ebury needed a cloud-based communications solution to further accelerate its growth. The company wanted to make it easy and efficient for a salesperson to make a call and ensure they were calling from inside a CRM system.

ExamRoom.AI, the world’s first AI-based proctoring software, was faced with the challenge of building a reliable, scalable global video platform to power remote testing and proctoring services. The need for such a platform became paramount with the drastic increase in remote education and exams necessitated by the pandemic. As ExamRoom.AI expanded into new regions worldwide, it was crucial that the platform was reliable and scalable enough to deliver services in countries or locations where the internet infrastructure was weak or fluctuating. The challenge was not only to maintain exam integrity virtually, which is complex in itself, but also to ensure that the web-based, remote online testing is versatile, accurate, and secure.

SalonIQ, a software system provider for over 2,500 salons across the UK, Australia, Spain, Ireland, and South Africa, faced a significant challenge with their previous vendor. Despite the vendor's adequate technology, it failed to provide responsive and effective support, which was crucial for SalonIQ's expanding business. The company needed a solution that offered not only excellent technology but also a consistently high level of support to ensure seamless communication between salons and their customers. The challenge was to find a reliable communications system that could support the company's growth and provide quick resolutions to any arising issues.

Siemens, a global leader in the manufacturing, installation, commissioning, and service of wind turbines, was facing a challenge of supporting a rapidly growing business. The company was experiencing a 30% growth in business and was already servicing over 1,000 offshore turbines. With the expectation of greatly increased operations in the coming years, Siemens needed a new call center solution that could handle the increased volume of calls and provide efficient customer service.

Sure Petcare, a company dedicated to enhancing the lives of pets and their owners through technology, was facing a challenge with its customer service. Previously, all of Sure Petcare's customer service calls and emails were handled by an outsourced service. However, the company wanted to bring customer service in-house to improve the experience for pet owners who sought detailed advice about installing their products and any problems they might have with their pets using them. The goal was to set up an in-house operation using cloud technology to get the best features at the lowest costs. The company also wanted a solution that would make the most of Sure Petcare’s Salesforce implementation.

SwipedOn, a cloud-based registration application, was facing a significant challenge in its office management system. The application, used in over 20 countries and serving corporate offices of major companies like GE, Hugo Boss, and 20th Century Fox, had no efficient way of notifying employees when their visitors had arrived or confirming entry access for employees. The company had tried using email notifications as a solution, but this proved ineffective as many emails were left unread and messages were not delivered in real time. This lack of real-time communication was a major hurdle in the smooth operation of office management, affecting the overall user experience.

TextMagic, an SMS company based in the UK, was facing a challenge as mobile messaging was gaining popularity. The company, with over 14 years of experience in improving business communications and mobile marketing through online text messages, was looking to enhance their platform with more sophisticated and robust features. They wanted to support global cloud communications capabilities, including the ability to send SMS notifications, alerts, reminders, confirmations, and marketing campaigns. As TextMagic grew from its modest start in 2001, the need to bolster their platform became more apparent. The challenge was to find a solution that could provide these features and support their growth.

The Trevor Project, the world's largest suicide prevention and crisis intervention organization for LGBTQ+ youth, faced a significant challenge in March 2020 due to the COVID-19 pandemic. The organization needed to enable remote capabilities for their crisis counselors for the first time in its history. Prior to this, the TrevorLifeline, their 24/7 crisis support line, operated from two physical call centers on the east and west coasts. The challenge was to maintain the vital TrevorLifeline operational, despite the pandemic restrictions. The organization also needed a contact center platform that would seamlessly integrate with its newly deployed Salesforce implementation. The Trevor Project had been using a number of different applications to enable its digital services, which were not easily integrated, causing limitations in terms of how and where the counselors were able to take calls.

Unblu, a provider of customer collaboration software, aimed to revolutionize the way online business is conducted, particularly in the banking sector. The company wanted to create an in-person banking experience online, which would not only enhance customer satisfaction but also reduce the number of customer support calls and increase the frequency of client meetings. The challenge was to embed live video capabilities into their existing collaboration suite, which already offered live assistance in the form of text chat and co-browsing. The goal was to enable more meaningful interactions online, meeting the increasing customer expectations for convenient service and financial advice. The challenge was further compounded by the need for a flexible partner who could seamlessly integrate with their existing suite and adhere to the stringent security and trust requirements of the highly regulated financial industry.

Vax, the UK’s leading floor care brand, was facing a significant challenge in improving its customer experience. The company's customer service was not aligning with its values, and the technology in use was not empowering the team to assist customers effectively. The customer contact center was not functioning optimally, and the customer experience was poor. The technology was outdated and did not support the team in making the right decisions for the customers. The team was not empowered to resolve customer issues effectively, leading to low levels of employee engagement. The contact center technology was archaic, and customers had to repeat their information multiple times during a single day's interaction. The technology did not support the team's motivation to do the right thing for customers.

Yogaia, the world’s first interactive online yoga studio, faced the challenge of making yoga instruction accessible at any place and time. The traditional model of yoga classes often clashed with the busy schedules of potential users, and there was a lack of availability of classes or instructors at convenient times. Yogaia aimed to change this by enabling yoga enthusiasts worldwide to take classes at their convenience, from the comfort of their own homes, and with remote instructors. However, they needed a live video solution that offered great flexibility and control over who could see video streams in group sessions.

Zenly, a location-sharing mobile app, was facing a critical business issue due to the inability to reach users effectively. The company had implemented several SMS vendors to complement their home-grown user verification process, but many users never received a PIN code. This inability to verify their phone number to access the app prevented users from inviting their friends, thus hindering the growth of the Zenly user base. The situation was causing an increase in engineering resources, poor message delivery, lack of analytics, a friction-riddled user experience, and low conversion rates. Zenly needed a solution that could provide a seamless user verification and app installation process, while also ensuring compliance with regional regulations and facilitating an expedited user response.

Exponential-e Sales Academy was facing a challenge in scaling their contact center to meet the needs of an ever-increasing number of prospects. The sales team was spending a significant amount of time searching for numbers and manually dialing customers and prospects. This was not only time-consuming but also inefficient. Additionally, the academy lacked a clear view of individual performances, making it difficult to track and improve key performance indicators (KPIs). The academy also needed a way to improve the development and training of their sales staff, particularly in terms of communication skills and call performances.