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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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

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

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

The 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.

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

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

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

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.

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.

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.

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.

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.