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Rosen Law Firm was grappling with an outdated and inflexible phone system that lacked the necessary business collaboration and communication capabilities.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.

Key Travel, the world’s largest travel agency focused exclusively on nonprofits, needed a reliable communication system to cater to its global customer base. Their customers, who are often on the move, required the ability to book trips and accommodations on the fly and connect with an agent if their plans changed quickly. The organization's previous unified communications system, run by a third-party managed service partner, was not always reliable. This led Key Travel to start looking for a new vendor in 2018.

The interpretation market was ripe for disruption and innovation, and the team at Túlka saw a need for a more modern approach. They needed an API platform that could provide high-quality, reliable, and seamless connections for their unique on-demand interpretation application. The challenge was to create a system that could facilitate roughly 1,000 interactions every day, 24/7, and connect users within eight seconds through either video or voice call.

ClearFreight, an international logistics firm, was in need of a change when its contract with a legacy communications provider ended. The company has a global team and required a solution that could cater to this scale. They were heavily invested in Microsoft Teams and needed a solution that could integrate seamlessly with it. They also needed a partner that could provide real-time support and help them adjust and address issues as they arise.

LegalPlace, a France-based company providing legal services and guidance to entrepreneurs, was struggling with its customer support system. The sales team was overwhelmed with the volume of calls, fielding over 200 - 300 calls a day. The company had a single contact number and the team had to manually transfer calls to the right person. This was not only inefficient but also affected the customer experience as it increased the time to first contact.

As HeyHi developed it became clear that in order to provide meaningful, engaging educational tools to students regardless of geographical location, the company needed to find a partner who could provide a reliable, scalable video solution and innovation support. As schools around the globe shifted to remote learning overnight, the HeyHi solution, still in its infancy and not fully implemented, needed to deliver on its promise, and fast. A large school in Vietnam turned to HeyHi to support its teachers and students in this new remote environment, and the small but dedicated HeyHi team worked 10-15 times harder than ever to make it happen.

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.

Author Solutions, a global leader in supported self-publishing, was facing a number of challenges with its internationally deployed on-premises business communications system. The company's IT department was struggling to mitigate latency during peak call times, maintain confidentiality and security for call recordings, and prevent callers from being abandoned in the IVR. Additionally, the organization’s agents had to constantly juggle their CRM and business communications tools just to deliver the most basic level of service. Supervisors couldn’t review customer reports without submitting support tickets to SQL experts and database administrators, and the infrastructure wasn’t ready for a switch to telecommuting.

A few years ago, TP Vision made the switch to the Salesforce CRM and wanted to find a compatible contact center solution that would allow its team to deliver a state-of-the-art customer experience globally, while strengthening performance and operational efficiencies. They needed a solution that could seamlessly integrate with their existing CRM, provide robust routing and reporting capabilities, and offer the flexibility and scalability necessary for their global operations.

Click Travel, a U.K.-based travel management company, was facing significant challenges with its on-premises phone system. The system was failing, leading to connectivity issues and hindering the company's ability to provide first-class service to its customers. The company has a geographically dispersed workforce, and the existing system was not able to handle this effectively. The company was also nearing the end of its contract with its previous supplier, adding urgency to the need for a new, reliable solution. The new solution needed to resolve connectivity issues, provide deeper insight into team performance, and be implemented within a tight timeframe.

As a global appliances manufacturer, Fisher & Paykel is committed to providing an excellent customer experience, but delivering prompt customer service across multiple countries in a consistent manner can be challenging. The company needed a fast and efficient way to reach its customers no matter where they are in the world. They were looking for a solution that could provide a seamless experience for their global customer base and close any gaps in communication.

During the COVID-19 pandemic, HotelBeds faced the challenge of transitioning to a remote working environment for their contact center and other personnel. This required an upgrade and migration of its telephony infrastructure to a single platform that integrated seamlessly with Salesforce. The company also had to adapt to new ways of conducting business, with many face-to-face visits being replaced by calls. Additionally, the nature of the calls was changing, with sales people now taking inbound calls from customers, which was not typically the case.

Bitpaper, an online collaborative education platform, needed a reliable, scalable way for participants to see and speak with each other in real time. The company had developed a 'whiteboard in a browser' that allowed tutors and students to write and draw collaboratively in a shared application. However, the missing piece was a way for participants to communicate virtually in real time. The company had previously used a vendor that provided an unreliable and unstable video solution, which was harming the company's reputation. Furthermore, the vendor did not offer the level of responsiveness needed in terms of support.

Tutlo faced the challenge of breaking down language barriers by connecting students and tutors through flexible, remote, on-demand classes. The company needed a video tool that offered global scalability and easy integration into their platform at an affordable price. As the demand for virtual learning tools continued to grow, Tutlo required a solution that could support their expanding customer base across Europe, including Hungary and Spain. The company needed a scalable solution that provided high-quality audio and video to focus on customer satisfaction.

In an increasingly competitive market, CourtCall needed to provide a best-in-class virtual solution for the legal industry. The COVID-19 pandemic rapidly shifted in-person experiences to digital ones, and CourtCall faced an increasingly competitive marketplace. To remain a leader, CourtCall needed to further enhance its then existing video offerings to provide a secure, reliable, best-in-class video solution that was tailored to the legal industry’s needs. Even post-pandemic, the need for remote options has remained crucial.

Telescope Health faced the challenge of addressing disparities in healthcare delivery, where many individuals do not receive necessary care due to barriers such as lack of transportation, insurance, or economic hardship. The company aimed to build a solution that could fill gaps in the current healthcare landscape, making care more accessible and reducing costs to the system. To achieve this, they needed to collaborate with the right technology providers to create a seamless user experience that could connect patients with high-quality care regardless of their location or time of need.