Technology Category
- Analytics & Modeling - Real Time Analytics
- Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Industries
- E-Commerce
- Telecommunications
Applicable Functions
- Quality Assurance
Use Cases
- Speech Recognition
- Visual Quality Detection
Services
- System Integration
- Testing & Certification
About The Customer
CallHippo is a global company that provides on-demand, cloud-based phone systems using Twilio’s Programmable Voice and Programmable SMS solutions. Their instant phone numbers can have customer support teams or call centers set up in less than five minutes. They offer more than a simple VoIP solution, with their reliable Twilio infrastructure and unique, patent-pending AI technology to optimize interactions with customers. With only three years in the market, they’ve already amassed more than 5,000 customers in over 100 countries.
The Challenge
The telecommunications industry is highly competitive and is expected to become even more so. To stand out, companies need to offer solutions that tackle familiar problems in streamlined and straightforward ways. CallHippo, a company that provides on-demand, cloud-based phone systems, aimed to create fast, easy-to-use solutions for any company to make inbound or outbound calls, monitor conversations for improved customer care, or track call center agents’ productivity. However, at the beginning of 2020, CallHippo’s team knew they needed to scale their service for a rapidly growing, international customer base. They also faced issues with call quality while using other providers.
The Solution
CallHippo decided to partner with Twilio to scale their service and improve call quality. Twilio’s Programmable Voice and Programmable SMS solutions gave CallHippo the ability to offer their customers instant access to local, national, mobile, and toll-free phone numbers in over 100 countries, and to smoothly transition their customer base to the new system with no downtime. Thanks to Twilio’s Phone Number APIs, CallHippo customers can purchase phone numbers and begin making calls almost instantly. CallHippo also implemented their patent-pending AI technology, called SDAP, which enhances call quality in real time by analyzing a variety of parameters for each unique call and reconfiguring the system in real time to ensure the highest possible quality.
Operational Impact
Quantitative Benefit
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