Vonage
概述
公司介绍
Vonage was founded in 2001 and became a wholly-owned subsidiary of Ericsson in 2022. It provides unified communications, contact centers, and programmable communications APIs, built on the world's most flexible Cloud Communications platform.
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实例探究.
Case Study
Vonage Verify API: Vinted's Solution Against Fraud in Secondhand Clothing Marketplace
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.
Case Study
Zalora Enhances Customer Communications and Marketing Efficiency with Vonage SMS API
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.
Case Study
Farmers Insurance Enhances Customer Experience with Vonage Contact Center
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.
Case Study
Revolutionizing Customer Experience: The Rank Group's Journey with Vonage's Conversation Analyzer
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.
Case Study
Remitly Enhances Security and Reduces Fraud with Vonage APIs
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.
Case Study
Logistics Giant Aramex Innovates Their Last Mile Delivery with Vonage APIs
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.
Case Study
WELL ROOM's Virtual Healthcare Platform: A Case Study on the Power of IoT
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.
Case Study
Mobyquest Enhances Phone Number Insight with Vonage
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.
Case Study
Vonage Enhances RAM Tracking's Inbound Sales and Service Excellence
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.
Case Study
Revolut Enhances User Verification with Vonage SMS API
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.
Case Study
Enhancing User Engagement and Security in Real Estate with IoT: A Case Study of 99.co and Vonage
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.
Case Study
Enhancing User Verification and Trust in BlaBlaCar with Vonage SMS API and Two-Factor Authentication
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.
Case Study
Vonage Video API: A Game Changer for Cambly Language Learners
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.
Case Study
Revolutionizing Talent Management Service: A Case Study of CEB SHL Talent Services and Vonage Contact Center
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.
Case Study
Revamping Debt Busters' Operations with Vonage and Salesforce Integration
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.
Case Study
Enhancing Remote Collaboration with Double Robotics Telepresence Robots
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.
Case Study
Vonage Salesforce Integration Enhances Customer Experience for Solarity Credit Union
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.
Case Study
Vertafore's Transformation: Enhancing Customer Support with Vonage Omni-Channel Integration
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.
Case Study
Improving Customer Service with IoT: A Case Study on Wowcher and Vonage Contact Center
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.
Case Study
InfoCert's Digital Transformation in Financial Services with Vonage
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.
Case Study
Labor First Leverages Vonage Contact Center for Enhanced Communication and Tracking
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.
Case Study
Vonage's Voice API: A Game Changer for Novo Labs' Conversational AI System
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.
Case Study
OpenRent Streamlines Rental Process with Vonage SMS API
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.
Case Study
PagerDuty Enhances IT Incident Response with Vonage APIs
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.
Case Study
Prospa's Growth Accelerated by Vonage Contact Center Integration
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.
Case Study
Allied Dispatch Revolutionizes Call Center Operations with Vonage
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.
Case Study
Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo
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.
Case Study
Auka Empowers Financial Institutions with Vonage's Mobile Payment Technology
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.
Case Study
Axio Financial Enhances Sales Efficiency with Vonage's Cloud-Based Services
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.
Case Study
Babylon: Revolutionizing UK Healthcare with Vonage Video API
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.
Case Study
Vonage Video API Empowers Be My Eyes App to Aid Visually Impaired
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.
Case Study
BitQuick Enhances Transaction Security and Efficiency with Vonage Verify API
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.
Case Study
Enhancing Medical Collaboration with Vonage API: A Case Study on Resolution MD
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.
Case Study
Carts Guru Leverages Vonage SMS API to Boost eCommerce Sales
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.
Case Study
Enhancing Critical Care Response Time and Efficiency at Chi Mei Hospital with Vonage APIs
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.
Case Study
CommonTime: Democratizing Arts Education Globally with Vonage Video API
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.
Case Study
ConceptBoard: Enhancing Remote Collaboration with Vonage Video API
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.
Case Study
Crowdcast's Interactive Broadcast Success with Vonage Video API
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.
Case Study
Ebury's Sales Acceleration with Vonage's Cloud-Based Communication Solutions
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.
Case Study
ExamRoom.AI Leverages Vonage Communications Platform for Global Remote Testing and Proctoring Services
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.
Case Study
Enhancing Salon Communications with Vonage SMS API: A SalonIQ Case Study
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.
Case Study
Siemens Employs Vonage Contact Center to Enhance Customer Service and Support Business Growth
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.
Case Study
In-House Customer Service Transformation for Sure Petcare via Vonage Contact Center
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.
Case Study
Vonage SMS API Enhances Office Management for SwipedOn
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.
Case Study
TextMagic's Traffic Growth with Vonage's SMS API
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.
Case Study
The Trevor Project's Lifesaving Transformation with Vonage’s Contact Center Solution
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.
Case Study
Unblu's Transformation of Online Banking with Live Video
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.
Case Study
Revolutionizing Customer Experience: Vax's Journey with Vonage Contact Center
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.
Case Study
Yogaia's Interactive Online Yoga Studio Powered by Vonage Video
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.
Case Study
Zenly Enhances User Verification and Boosts Global Reach with Vonage Verify API
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.
Case Study
Exponential-e Sales Academy’s Outbound Calling Success with Vonage Contact Center for Salesforce
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.
Case Study
FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce
FCR Media, a rapidly expanding digital media agency based in Belgium, was facing significant challenges with its existing contact center software service provider. The company, which serves over 40,000 B2B clients with services such as websites, SEO, and marketing, was experiencing ongoing stability issues with its contact center software. This was causing disruptions in their service and affecting their ability to provide consistent, high-quality customer support. Furthermore, the software provider was unable to offer professional support outside of France, which was a significant limitation for a company with an international client base. The provider was also failing to deliver on its promises, further exacerbating the situation.
Case Study
Fluke Connect Enhances Team Collaboration with Live Video
Fluke, a leading provider of commercial testing equipment, was facing a significant challenge in enabling efficient collaboration between their customers and technicians, regardless of their location. The test tool results were previously limited to one device, which posed a hurdle in allowing their customers to collaborate and share knowledge while on the job. Fluke wanted to make it easier for teams and employees to work together, wherever they were. The company had already built the Fluke Connect system, which allowed users to transmit measurements directly from the tool they were using to a smartphone, sharing data instantly and securely with their entire team within the context of their normal workflow. However, they wanted to further enhance this offering by adding real-time video capabilities.
Case Study
G2A Enhances Security and Customer Experience with Vonage APIs and Two-Factor Authentication
G2A, a global transaction ecosystem for digital gaming products, was in search of a secure, scalable, and world-class solution for their global transaction ecosystem. The challenge was to find a provider that could offer solutions to detect errors, miscommunications, or suspicious behavior on their site, and also provide two-factor authentication and verification to ensure customer experience and security. G2A needed a solution that could be easily integrated into their system and could cater to their rapidly developing business model in the gaming industry.
Case Study
Gametation Leverages Vonage APIs to Boost Client Traffic and Enhance User Experience
Gametation, a company that engages shoppers with fun games to win prizes and build loyalty to businesses or products, was facing a significant challenge. The company did not have a singular global provider for all regions, which meant they needed a different provider in every new market they wanted to enter. This situation generated a massive amount of work and created inconsistent quality of service and scalability issues. Additionally, Gametation was looking for a way to securely onboard users and protect their accounts from fraudulent use. The company needed a solution that could streamline their operations, enhance the user experience, and ensure the secure and efficient delivery of their services.
Case Study
Geoblink Leverages Vonage for Secure Geospatial Business Intelligence
Geoblink, a Madrid-based SaaS company, offers a tool that provides companies with intelligence about specific geographical areas. This information is crucial for businesses looking to establish new locations or expand existing ones. The data Geoblink collects includes demographic and geographic details, median age, income, preferences of the local population, and insights about competitive businesses in the area. However, the company faced a significant challenge in ensuring that this confidential data was both easy for users to retrieve and extremely secure. The company needed a solution that would verify new users and logins from new locations and devices, providing an additional layer of security to protect the valuable, customized information it offers.
Case Study
Gett's Global Expansion and Enhanced Customer Experience with Vonage SMS and Voice APIs
As Gett, an on-demand ride-sharing company, expanded its operations into multiple countries and regions, it faced the challenge of unifying its communications through a single vendor that could offer a highly reliable platform and excellent customer support. The company was also concerned about cybersecurity and the potential threat of privacy breaches in voice communications. The need for a robust and secure communication system was paramount to ensure the smooth operation of their business model, which involved connecting customers and businesses with transportation. The company required a solution that could handle driver and customer verification and communication across multiple geographies, while also ensuring the privacy of drivers' and riders' personal information.
Case Study
Glassdoor Enhances CRM Integration and Data Reliability with Vonage Contact Center
Glassdoor, a global job finding platform, was facing significant challenges with their previous provider in terms of visibility and call data. The company was not receiving the level of visibility it required to effectively manage its operations. Additionally, the call data provided by their previous provider was not reliable enough to meet their standards. The integration with their Customer Relationship Management (CRM) system was also not up to par, which was a major concern for Glassdoor. The company needed a solution that could provide better integration with their CRM and more reliable data, which were their top priorities.
Case Study
Global Sports Week Leverages Vonage Video API for Virtual and Hybrid Events
Global Sports Week (GSW), an international forum dedicated to sports, faced a significant challenge when the global pandemic shut down in-person events. The inaugural forum, held in Paris, had successfully brought together over 2,000 people over three days. However, the team behind GSW had to quickly pivot their strategy for future events. They recognized that the way people interact with and consume events had shifted irrevocably due to the pandemic. To continue growing and evolving to meet the needs of their attendees and to build a true community that interacts year-round, GSW needed a stronger event platform and scalable video capabilities. They required a solution that could host virtual and hybrid events for sports leaders and engage change-makers communities globally.
Case Study
Golfbreaks.com Enhances Customer Service with Vonage Contact Center
Golfbreaks.com, a leading golf travel company, was facing a significant challenge in managing its customer interactions. The company needed a comprehensive platform that could support both its sales and service teams, integrating voice with all other customer interactions. The goal was to have a single view of the customer within Salesforce, their customer relationship management (CRM) system. This was crucial for the company to provide high-touch customer service, ensuring that no important calls were missed and that customers were always connected with the right service agent.
Case Study
Grab Enhances User Experience with Vonage's SMS and Voice APIs
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.
Case Study
Vonage Video API-Enabled grandPad: Bridging the Digital Gap for Seniors
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.
Case Study
Help Lightning Enhances Customer Support with Vonage Video API
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.
Case Study
Vonage's Video API: A Lifeline for Recovering Addicts with In The Rooms
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.
Case Study
Inside Global Boosts Sales with Vonage's IoT Solutions
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.
Case Study
Jersey Shore BlueClaws Enhances Fan Experience with Vonage Business Communications
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.
Case Study
Driving Parking Solutions Forward: JustPark and Vonage's Collaborative Success
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.
Case Study
Kickstarter Enhances Real-time Community Engagement with Vonage
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.
Case Study
Kingston University Enhances Student Relations with Vonage Contact Center
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.
Case Study
Innovation in Delivery: Kiwibot Utilizes Vonage Video API for Robotic Deliveries
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.
Case Study
Latin American Youth Center Enhances Telephony System with Vonage for Improved Flexibility and Cost Efficiency
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.
Case Study
Live Wire Revolutionizes Personal Finance with Vonage Video API
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.
Case Study
Maven's Virtual Medical Appointments for Women Powered by Vonage Video API
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.
Case Study
Monjin Revolutionizes Talent Acquisition with Vonage Video API
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.
Case Study
PresenceLearning Democratizes Access to Special Education-Related Services With Vonage
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.
Case Study
MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with Vonage
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.
Case Study
Vonage Voice API Enables Opearlo to Cut User Verification Costs by Half
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.
Case Study
Paidy's Innovative Cardless Payment Solution Using Vonage APIs
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.
Case Study
PinU Enhances User Verification and Communication with Vonage Verify API
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.
Case Study
Revolutionizing Quintessentially’s Exclusive Lifestyle Management and Concierge Service with Vonage
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.
Case Study
Revolutionizing Telemedicine with Revolve Robotics' Telepresence Robot
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.
Case Study
Enhancing Travel Experience with Vonage SMS API: A Case Study on Roadmap
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.
Case Study
RogerVoice Empowers Deaf Community with Vonage SMS API
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.
Case Study
Garmin Israel Enhances Customer Experience with Vonage AI
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.
Case Study
Rosen Law Firm's Transformation with Vonage Business Communications
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.
Case Study
Vaillant is Always in hot water (Thanks to Vonage)
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.
