Twilio > Case Studies > CallHippo's Global Expansion with Twilio's Cloud-Based Voice and Messaging Systems

CallHippo's Global Expansion with Twilio's Cloud-Based Voice and Messaging Systems

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

Since implementing Twilio solutions, CallHippo has seen significant improvements in customer satisfaction and call quality. The high quality audio and low latency technology of Twilio Programmable Voice ensures call quality is crystal clear between the customer and the support team. The implementation of their patent-pending AI technology, SDAP, has further enhanced call quality in real time, leading to a significantly improved overall experience. This has resulted in a decrease in tickets around call quality issues, leading to greater efficiency for both CallHippo’s team and their customers. With the partnership and reliable infrastructure of Twilio, CallHippo is continuing to expand into new areas of the global telecom market and developing even more innovative solutions.

Quantitative Benefit