Grab, the leading ride-hailing platform in Southeast Asia, faced a significant challenge in scaling its user communications and user verification process. The company operates in a region where carrier infrastructure is often unreliable, leading to undelivered text messages and calls. This issue disrupted the customer sign-up process, hindering the company's growth and user experience. The challenge was to find a solution that could ensure reliable and real-time communication with users, regardless of their location, and improve the user verification process.

The senior community has been slow to adopt live video technology due to the complexity and intimidating nature of digital devices. Tiny controls and screens can be challenging for those with vision or mobility issues, turning what should be an enjoyable experience into a frustrating and isolating one. The team at GrandPad recognized these problems and aimed to create an inclusive device that would cater to the specific needs of seniors, enabling them to stay connected with family, friends, and caregivers at the touch of a button.

Help Lightning, a company offering a mobile communication, collaboration, and cognition platform for users needing assistance with purchased equipment, faced a significant challenge. Many of their customers manufacture complex pieces of equipment, and the traditional support model involving call centers and field service technicians was proving to be time-consuming, costly, and inefficient. This model also often resulted in a poor customer experience, especially when dealing with mission-critical equipment where delays could potentially lead to life-threatening situations. The challenge was to find a reliable and flexible WebRTC-based live video solution to support an Augmented Reality (AR) application that could provide real-time, interactive assistance to end-users.

In The Rooms, the world's largest recovery social network, was in need of a real-time video platform. The platform was required to allow users to anonymously enter virtual video meeting rooms to connect and engage with other recovering addicts. The challenge was to provide a safe, secure, and anonymous space for these individuals to connect, share experiences, and support each other in their recovery journey. The platform needed to be flexible enough to accommodate large groups of users and also provide the option for users to remain anonymous if they chose to.

Inside Global, a company with a global network of over one million contacts, was facing a challenge in improving the outbound-calling effectiveness of its team of 60 agents. The previous contact center technology they were using did not integrate well with Salesforce, which was a critical part of their client relationship building systems. This lack of integration resulted in poor reporting, which hindered the company's ability to use data to improve targeting, customer experience, and sales success.

Jersey Shore BlueClaws, a Minor League Baseball team, was facing several challenges in improving customer service, developing new and existing business opportunities, and enhancing the fan experience. The team lacked the resources to provide precise call performance feedback to its sales reps beyond their initial training periods. They also didn't have the tools to help the sales reps take detailed notes for their follow-up emails to clients. Routing inbound callers to the most appropriate ticket queues was a challenge. Additionally, the staff's productivity was routinely impeded by hundreds of calls from anxious fans whenever the forecast predicted bad weather. The organization's B2B sales executives, who spend 40% of their time away from the office, had trouble responding to new and ongoing opportunities without constantly checking their office voicemail. After each home game, the team’s staff returned to their offices to find the main number’s voicemail and text inboxes filled with time-sensitive queries and requests that had gone unanswered.

JustPark, a company that connects drivers with over 250,000 parking spaces, was facing a significant challenge with their previous vendor. The relationship was difficult, and the costs were high due to unnecessary features that JustPark didn't require. The company needed a vendor that could help them develop a fully automated Interactive Voice Response (IVR) system while also supporting SMS. This was crucial as not every person always has access to a mobile or online app, and JustPark wanted to offer multiple ways for all drivers to use their services. Many customers preferred to use IVR, and it was important for JustPark to offer their customers a choice of channels to access their services. The previous vendor's solution was not only expensive but also had several deliverability issues, causing problems for some customers.

Kickstarter, the world's largest crowdfunding platform for creative projects, was seeking a new way to connect creators and their potential backers. The goal was to create a more personal and effective crowdfunding platform. The challenge was to find a solution that could handle the scale of Kickstarter's global community, with millions of backers and thousands of simultaneous projects. The solution needed to provide reliable quality, handle mass audience sizes on mobile, manage the complexity of multi-party chat with a high volume of concurrent sessions, and offer a seamless experience with no downloads and in-context video. It also needed to support multiple hosts from around the globe.

Kingston University, located in South West London, is a popular choice for undergraduate and postgraduate studies, with over 25,000 students. The University's 'Debt Recovery' team, which manages a sales ledger of £100 million and oversees the collection of all student fees, was struggling with a basic telephony system that offered no voicemail service or forwarding capabilities when the lines were busy. The team fields an average of 6,000 calls per month from students, which peaks to more than 12,000 during the month-long enrollment period each September. The lack of advanced features in their telephony system led to missed calls, delayed payments, and unresolved queries, which ultimately strained the relationship between the Debt Recovery team and the students.

Kiwibot, a company that offers a mobile app for ordering food, packages, groceries, and more, faced a significant challenge in their delivery process. Their unique delivery method involves a small, 4-wheeled robot that is dispatched to the restaurant or store to pick up the customer's purchases. The robot then navigates local streets to deliver the order to the customer's door. However, Kiwibot needed a video solution to serve as the 'eyes' of the delivery robot. This solution needed to be easy to use and integrate seamlessly into their existing platform. They required a solution that wouldn't necessitate writing any complicated code to get it to work.

The Latin American Youth Center (LAYC), a nationally recognized agency serving low-income youth, was facing challenges with its existing telephony system. As the organization expanded, the need for scalability became critical. The existing on-prem, analog lines for telephone and fax services were proving to be clunky, costly, and difficult to scale. Adding or relocating phone installations required in-person, on-site support, leading to mounting costs. Every time a new employee was hired or existing staff turned over, LAYC had to get new lines or transfer older lines, which meant someone had to physically visit their office to do the work. This was not only time-consuming but also expensive as they had to pay for the service provider's time.

Live Wire, a rapidly growing online tax preparation service, faced the challenge of incorporating a human element into their online personal finance services. The company aimed to provide a more personalized experience to its customers while also saving them time and money, and maximizing their tax returns. The challenge was to build a concierge tax preparation service that leverages live video to connect users with tax preparers on any device, anywhere, provided they have an internet connection. The goal was to offer quick and easy access to dedicated specialists across the country for free.

Maven, a digital healthcare clinic for women, was faced with the challenge of providing a healthcare service that would fit in with their users’ busy lives. The traditional healthcare model required women to take time out of their busy schedules to make an appointment and travel to a doctor’s office for a consultation, even for something as simple as a prescription question. Maven wanted to provide a service that would make it easier for women to get access to the health care services that they need, wherever and whenever they need them. The challenge was to find a solution that would allow for flexibility and mobile access to medical professionals.

Monjin, a company aiming to revolutionize the recruitment process, sought to build a reliable, scalable video platform to facilitate candidate interviews and connect businesses with job-seeking talent. The goal was to create an online platform and a network of industry experts who would evaluate candidates and students on their basic skills, providing employers with access to a wide variety of pre-vetted profiles and recorded interviews. This solution aimed to address two critical problems in the hiring market: the time-consuming challenge of discovering talent, and the logistical costs associated with face-to-face interviews. To make this platform the best it could be, Monjin needed an API platform that could serve as the foundation for the video interactions - globally, at scale, and reliably. Furthermore, the platform needed to be user-friendly, requiring no software or application downloads from users, and comply with all relevant data privacy and information security laws and regulations.

PresenceLearning aimed to optimize the use of time with qualified clinical professionals while still offering a personalized service to students in need. However, to deliver therapy at scale, the company needed secure and reliable video conferencing technology that would work well even in settings with lower bandwidth. This was a particular challenge for many rural school districts that rely on teletherapy to serve their students with special needs. Without teletherapy, those students would not be able to receive the critical support they need to succeed in school due to a scarcity of qualified clinical professionals nationwide.

MTD, a world leader in outdoor power equipment, was facing a significant challenge in maintaining its reputation for superior customer experience due to its outdated contact center technology. The legacy system was impeding performance and limiting operational potential. The company's business drivers, which include delivering excellent customer engagement, improving product development processes, and enhancing speed-to-market and retailer partnerships, were being compromised. The need for a solution that could overcome these challenges and align with the company's business drivers was critical.

Opearlo, a London-based agency that builds voice applications for Amazon Alexa and Google Assistant platforms, faced a significant challenge with its previous API vendor. The vendor charged a minimum of one minute for each call, regardless of the call's duration. Given that most of Opearlo’s calls averaged only five seconds, the company was paying for significantly more time than it used. This pricing model was not cost-effective for Opearlo, leading to inflated operational costs and reduced profitability. The company needed a solution that would allow it to only pay for the actual duration of the calls, thereby reducing its user verification costs.

Japan has a unique retail landscape where approximately 80% of retail sales are made via cash purchases. This is largely due to cultural reasons, as cash holds great traditional and sentimental value in Japanese society. However, this posed a significant challenge for consumers who wanted to make online purchases but were uncomfortable using credit cards. The challenge was to find a solution that would enable these consumers to make online purchases without the need for a credit card, while also maintaining the security and efficiency of transactions.

PinU, a local messaging app for iOS, was facing a challenge in verifying its rapidly growing user base. The app, which allows users to message friends within a 3-kilometer radius, needed to confirm the identity of its users upon registration. This was crucial to ensure the privacy and security of its users, and to allow them to connect with friends on the app. The challenge was to find a user verification solution that could scale beyond its initial launch, keeping up with the app's growth.

Quintessentially, a global luxury lifestyle management service, was faced with the challenge of delivering outstanding customer service to its high net worth clients. The company operates from over 40 offices worldwide, offering a variety of services and products. The challenge was to provide a seamless, personalized, and high-value customer experience across multiple languages and locations. The company's clientele, which includes financial institutions, luxury retailers, car manufacturers, and premium property developers, demanded a proactive service tailored to individual needs. Quintessentially's existing phone support system was proving inadequate in meeting these demands, with issues such as difficulty in accessing the system, problems with long-term storage, and delays in retrieving calls.

The healthcare industry has been grappling with the challenge of making telemedicine systems less complex and more cost-effective. The existing systems were not only expensive but also lacked the human element, making it difficult for medical professionals and patients to connect in a meaningful way. The challenge was to design a solution that could simplify the process of telemedicine, making it more engaging and human-like. The goal was to create a system that could allow medical professionals to assess the situation remotely and engage in face-to-face interactions with patients, thereby enhancing the overall telemedicine experience.

Roadmap, a mobile tool for travelers, was facing a challenge in simplifying the travel experience for its 600,000 users spread across 40 countries. The company aimed to create a seamless travel experience by providing a mobile-friendly overview of the entire trip and offering relevant local suggestions. However, the global scale of its user base posed a significant challenge in terms of user verification and timely SMS notifications for trip details, booking changes, delays, and more. The company needed a solution that could handle these tasks efficiently and effectively, without being hindered by regional carrier anomalies and regulations.

For deaf and hard of hearing individuals, communication via mobile devices can be a significant challenge. RogerVoice, a leading telecommunications voice recognition solution, provides these users with the ability to initiate phone calls and receive instant live transcriptions of the callee's responses. However, a major disruption to the user experience was that when a call was made from the Voice over IP (VoIP) app, the phone number would appear as 'unknown'. This often led to call recipients not answering the phone, as they did not recognize the number, thereby disrupting the user experience of the app.

Garmin Israel, also known as Ronlight, is the official distributor of Garmin products throughout Israel. With the surging demand for smartwatches and wearable technology, Ronlight faced the challenge of scaling their customer experience to meet the needs of their growing customer base. The company was committed to making customer satisfaction a top priority and aimed to provide good service quickly and efficiently. However, their contact centers were only open 9 hours a day/5 days a week, with a waiting time of more than 4 minutes before someone answered. The average call duration was around 3 minutes. The challenge was to automate Ronlight’s contact centers to support a huge number of calls coming in at the same time, 24/7, with no waiting time for customers.

Rosen Law Firm was grappling with an outdated and inflexible phone system that lacked the necessary business collaboration and communication capabilities. The firm had to make an annual commitment to an expensive solution that did not meet their needs. The on-premises solution they were using was associated with several issues such as the need for an IT specialist, space limitations, high energy bills, and frequent hassles with system changes. They had to pay a technician to make changes to the system per server and also had to pay support fees to their phone service provider, which was a separate fee from the phone connection.

Vaillant Group, a leading provider of heating and hot water systems, was facing several challenges with its existing call handling system. The company, which receives over 600,000 inbound calls annually, was dealing with limited inbound trunk capacity, poor integration with Salesforce, limited call recording storage, and manual outbound calling. These issues were affecting the efficiency of their 122-seat contact center and the quality of their customer service. Vaillant needed a solution that could improve their call handling system and integrate seamlessly with their existing Salesforce CRM.