Welcome to an introduction to the CPaaSAA Case Directory. On this page you will find basic, searchable details on over a hundred Case Studies. These Case Studies span the Intelligent Engagement business, including CPaaS and related applications. Members can access additional analysis on each case and further reports by logging in. To find out how to access more, consider a membership account.
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Managing multiple customer support channels via one platform
Readmoo, a Taiwanese eBook retailer, partnered with Infobip to enhance customer service using a unified platform, streamlining operations.
Cymba achieved a 50% uplift in response rates with RCS, elevating engagement to and for its charity partners.
Cymba, a UK fundraising platform, partnered with CM.com to enhance charity communication using SMS and RCS solutions.
Unlocking valuable voice data to deliver improved caller experiences
Prosodica, a voice analytics firm, partnered with Speechmatics to enhance contact center experiences using advanced speech-to-text technology.
Breaking Down the Language Barrier in Seconds: How Túlka Disrupts the Interpretation Space with Vonage APIs
Túlka, a Finnish interpretation app, partners with Vonage to deliver seamless video, voice, and SMS services, enhancing accessibility.
Como Empowers Better Customer Engagement with Vonage APIs
Como, a global customer engagement solution, partners with Vonage to enhance communication for businesses worldwide using SMS and Messages APIs.
Deflecting voice calls to lower-cost digital channels
Centrica, a UK utilities provider, partnered with Cisco to enhance customer service using Webex Connect, integrating SMS and WhatsApp.
On-Demand Professional Voice Recordings
PromptVoice enhances telephony services for service providers with NetSapiens, offering professional voice artists and AI voices for custom caller experiences.
Providers
Learn how a leading UK telecom company improved their customer interactions using Webex Connect and innovative channels like RCS.
A leading UK telecommunications company partnered with Cisco to enhance customer communication using Webex Connect, adopting advanced digital channels.
Cable Bahamas leverage Webex Campaign to engage customers
Cable Bahamas, a leading telco in the Bahamas, partnered with Cisco to enhance customer communication using Webex Campaign for timely payment reminders.
Chatlayer.ai
Proximus, a leading European telco, partnered with Sinch to enhance satisfaction through conversational AI, automating support and improving service quality.
Custom Zoom Phone and Meetings Packages
MTN Nigeria, a leading telco in Africa, partnered with SpeechLogix to deliver a tailored video conferencing solution for SMEs.
Integrating multiple data sources for omni-channel CX
Vattenfall, a leading energy company in Sweden, partnered with CM.com to enhance customer engagement using Conversational AI Cloud solutions.
Microsoft Teams Connector for NetSapiens Service Providers
SpectrumVoIP, a US-based VOIP provider, partnered with NetSapiens to integrate Microsoft Teams, enhancing communication with native calling features.
Providers
Multi-channel communications & system consolidation
TalkTalk, a UK broadband provider, partnered with Cisco to enhance customer service by integrating Webex Connect for unified communication.
Rich Media Services and Connectivity Building Blocks for MVNOs
Telness Tech, a Swedish telco, partnered with iotcomms.io to deliver a cloud-based PBX solution, enhancing flexibility for small businesses.
Providers
Customized business process logic and workflows via API
Customized business process logic and workflows via API
Providers
Enterprise Service Provider vCon Churn Alert
An enterprise service provider in the USA partnered with CREO Solutions to enhance customer satisfaction using vCons and alerting.
Providers
SIPRec and IVR API for Public and Private Cloud Environments
Telia, a leading European telecom provider, partnered with iotcomms.io to enhance ACE contact centers with scalable SIPRec and IVR solutions.
Providers
Slack Interface for Checking Agent Availability in NetSapiens
NoContractVoIP, a US telco, partnered with NetSapiens to streamline support tech availability using a Slack-integrated graphical interface system.
Providers
Telco-branded Omni-Channel Contact Center as a Service
A large KSA Telco partnered with SpeechLogix to deliver a white-labeled UCaaS, CCaaS, and CPaaS platform in KSA.
Providers
Telco-branded Unified Communications as a Service
Network operators partnered with SpeechLogix to deliver a white-labeled platform, enhancing UCaaS, CCaaS, and CPaaS solutions rapidly in the cloud.
Providers
WhatsApp Business API
Jazz, a leading telco in Pakistan, partnered with Infobip to enhance customer service via WhatsApp, offering automated account management.
QR Code campaign + WhatsApp and Chatbot
Coca-Cola, a global beverage leader, partnered with CM.com to enhance customer engagement using WhatsApp Business Solutions, streamlining interactions.
Comms Channel Consolidation
Smarty, a UK-based SIM-only network, partnered with Cisco to enhance customer engagement using Webex Connect's multi-channel communication strategy.
Telekom Deutschland: Elevating customer engagement with RCS Business Messaging
Telekom Deutschland, a leading telco in Germany, partnered with Infobip to enhance marketing campaigns using RCS Business Messaging.
How Hospitality Expert enhanced customer experience by using Instagram Messenger and Mobile Service Cloud.
Hospitality Expert, a hospitality company in Asia, partnered with CM.com to enhance customer experience using their Mobile Service Cloud.
Kiwi.com Keeps in Touch with Customers on the Fly with Vonage
Kiwi.com, a travel tech company, partners with Vonage in Asia to enhance customer communication via SMS API, improving travel update delivery.
HolidayPirates engages travelers with fast, relevant marketing messages powered by Vonage and WhatsApp
HolidayPirates, a global travel deal platform, partnered with Vonage to enhance customer engagement via WhatsApp using Conversational Commerce solutions.
EaseMyTrip: Better conversion and customer experience with WhatsApp, RCS, and SMS
EaseMyTrip, a travel company in India, partnered with Infobip to enhance customer engagement using WhatsApp Business, RCS, and SMS.
SMS for Driver Connectivity
BMW Group, a global car manufacturer, partnered with CM.com to enhance ConnectedDrive services using SMS technology, ensuring reliable connectivity and streamlined communications.
SMS and WhatsApp Business for Notifications and Customer Engagement
DinarPAY, a payments provider in Libya, partnered with Infobip to enhance customer communication using WhatsApp and SMS solutions.
Omni-channel customer support via one platform
Beam&Go, a digital marketplace for migrant workers in APAC, partnered with Infobip to enhance customer support by unifying communication channels.
Automated Outbound SMS Campaigns
A tech support provider in China, partnered with Speechlogix to enhance customer engagement using outbound SMS campaigns.
Providers
Advertising fraud reduction
Centillion.ai wants to reduce ad fraud for global digital advertiser partners with Network APIs.
Providers
BRI Bank reduces fraud by verifying phone numbers
BRI Bank, an Indonesian bank, enhances security by using the CAMARA-based Number Verification API to authenticate customers and reduce fraud.
Providers
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EASY BUY verifies phone numbers to secure transactions
EASY BUY, a financial services provider in Thailand, enhances transaction security with Number Verification API, improving customer confidence.
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Device Location Verification API ViRe helps to enforce restraining orders
ViRe, a protective device maker in Spain, partnered with Laude to enhance restraining order enforcement using the Device Location Verification API.
OTP Banka prevents phishing with network-based authentication
OTP Banka, a leading bank in Serbia, partnered with IPification to enhance security using the CAMARA Number Verification API, preventing phishing attacks.
Alibaba Cloud increases the reliability of mobile payments
Alibaba Cloud's Alipay mobile payment business in China partnered with China Mobile's AaaS platform to enhance transaction reliability using the Quality on Demand API.
Number Verification API Tiger Brokers upgrades its authentication process
Tiger Brokers, an online trading platform in Singapore, partnered with IPification to enhance security using Number Verification API, streamlining user authentication.
French operators team up to fight fraud
Financial companies partnered with mobile operators in France to combat fraud using Know Your Customer Match and SIM Swap APIs.
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China Telecom helps the elderly order taxis
China Telecom partnered with Chinese ride-hailing services to enhance elderly accessibility using the Location Verification API.
ABA Bank delivers seamless authentication and registration
ABA Bank in Cambodia partnered with IPification to enhance security using the Number Verification API, streamlining mobile banking authentication.
Omnichannel Customer Support
Mirka, a global abrasives leader, partnered with Sinch to enhance customer support using an omnichannel contact center solution, improving service quality.
Contact Center
Dunelm, a UK homewares retailer, partnered with Vonage in London to modernize telephony using Fusion and Contact Center solutions.
Business Texting for NetSapiens Service Providers
Business Texting for NetSapiens Service Providers Company: Service Providers Provider: An existing managed service provider had been selling a variety of value-added services, including VoIP, for decades. Their customers were increasingly requesting a business messaging solution that supported modern, feature-rich texting capabilities across various needs. Most existing solutions in the market fell short. They discovered Textable, a carrier-agnostic, white-label messaging platform designed to meet comprehensive communication needs. This solution enabled the provider to launch their branded messaging app quickly and without development work. Features such as scheduled messaging, CRM integration, API compatibility, multi-device synchronization, canned responses, and shared numbers allowed them to meet the needs of customers across multiple industries. The provider connected with VoIPCX via an interest form, initiated discussions the next day, and deployed their branded solution within hours. This rapid setup helped them extend their services to all customer verticals effectively. Customer Results Service Providers can offer 1:1 texting through their NetSapiens UC and CC applications
Providers
Customized business process logic and workflow automation
A KSA Fintech Co partnered with SpeechLogix to automate workflows via APIs, enhancing efficiency and reducing manual effort.
Providers
Financial Services Compliance API
Financial services globally enhance compliance with Speechmatics' transcription technology, ensuring accurate documentation of verbal communications across diverse accents and dialects.
Omni-channel automation with personalized messaging
Management Financial Group (MFG), a financial holding company in Eastern Europe, partnered with Infobip to centralize customer communications.
Omni-channel conversational marketing
Covéa Group's Life Insurance in France partnered with Infobip to enhance customer engagement using conversational marketing via WhatsApp.
Automated ID Verification for Know Your Customer (KYC)
One of India's largest mobile payments companies partnered with EnableX in India to enhance customer onboarding using video KYC solutions.
How iFood served up conversational AI to improve B2B communication with drivers, restaurants, and end-users
iFood, a leading food delivery service in Latin America, partnered with Sinch to enhance communication using conversational AI, improving efficiency.
Helping KFC raise the bar and connect with consumers via a ground-breaking WhatsApp chat ordering channel.
KFC South Africa partnered with CM.com and Yonder Media to enhance customer engagement through a WhatsApp chat ordering system.
WhatsApp Chatbot
Domino's Pizza in Holland enhanced recruitment by using CM.com's WhatsApp chatbot, streamlining applications and improving candidate engagement.
SIM Swap API UK bank detects SIM swaps at scale in real time
A UK bank partnered with Sekura.id to enhance fraud prevention using the CAMARA-standardised SIM Swap API, improving security and customer experience.
Leading lender steps up detection of fraudulent digital loans
A European credit provider enhanced fraud detection with CAMARA's Know Your Customer Match API, improving security and compliance in digital lending.
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Currencies Direct strengthens customer onboarding
Currencies Direct, a money transfer provider, partnered with Sekura.id to enhance customer onboarding using the Know Your Customer Match API.
Call forward detection lowers fraud for Currencies Direct
Currencies Direct, a money transfer service, partnered with Sekura.id to enhance fraud prevention using Call Forwarding Signal API.
Frete.com verifies the identity of road haulage drivers
Frete.com, a leading road haulage company in Brazil, partners with Vonage to enhance driver identity verification using the Know Your Customer Match API.
MovyPay counters chargeback fraud in public transport
MovyPay, a public transport payment platform in Argentina, partnered with a local aggregator to combat chargeback fraud using a CAMARA-standardised SIM Swap API.
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Local aggregator
Store Service vCon Performance Prioritisation
A 750 Franchise Store Group in the USA partnered with CREO Solutions to improve customer service using AI call analysis and best practices.
Providers
Branded Calling and Number Reputation for Outbound Calls
A US healthcare provider partnered with Numeracle to enhance patient outreach using Entity Identity Management, improving call delivery and trust.
Alarm Management & Signaling Conversion API
Skyresponse, a European alarm management leader, partnered with iotcomms.io for seamless protocol conversion, enhancing service reliability in healthcare and smart buildings.
Notifications via Voice and SMS
Oladoc, a healthcare platform in Pakistan, partnered with Infobip to enhance patient engagement using advanced SMS and Voice solutions.
Video API
DocPlanner, a global healthcare booking platform, partnered with Vonage to enhance telehealth services using Video and Messages APIs, improving patient engagement.
WhatsApp, RCS Business Messaging, Voice, Instagram Messaging
Apollo 24|7, a digital healthcare platform by Apollo Hospitals in India, partnered with Infobip to enhance patient engagement through omnichannel communication.
WhatsApp Marketing
Salud Digna, a non-profit healthcare organization in Mexico, partnered with Sinch to enhance patient communication using WhatsApp Business API.
Appointment Reminders and Management via SMS
Cambridge Hospitals Trust in the UK partnered with Cisco to streamline appointment management with SMS, enhancing patient engagement and reducing operational costs.
Self-service chatbot for customers
DHL Parcel Benelux, a delivery service, partnered with CM.com in Benelux to enhance customer service using Conversational AI, improving satisfaction.
Notifications via Viber with SMS backup
DPD, a European parcel delivery company, partnered with Infobip in Croatia to enhance delivery notifications using Viber and SMS failover.
Automated account registration via WhatsApp
Bolt, a global ride-hailing company, partnered with Infobip to enhance driver registration using automated communication solutions worldwide.
Consistent Omni-Channel Customer Experience across Web, Mobile, and Social Media
Cash for Gold USA, a US gold exchange, partnered with CM.com to enhance customer engagement using personalized SMS communication solutions.
Omni-channel agent-delivered support through one platform
Winparts, an EU online auto retailer, partnered with CM.com to enhance customer service using live chat, improving satisfaction and conversion rates.
Omni-channel chatbot and agent assistance throughout the customer journey
YourSurprise, a personalized gifts retailer, partnered with CM.com to enhance customer service using AI-driven solutions across 23 countries.
Verify API and Protection Suite
Vinted, a second-hand clothing marketplace, partnered with Vonage in the EU & USA to enhance security using Verify API and Protection Suite.
Avon Morocco: 50% more sales representative activations thanks to Infobip’s SMS
Avon Morocco partnered with Infobip to enhance recruitment through SMS, using Avon Grow app to attract younger representatives.
G2A Protects Customer Accounts with Vonage APIs and Two-Factor Authentication
G2A, a global digital gaming marketplace, partnered with Vonage to enhance security and communication using Verify, SMS, and Virtual Numbers APIs.
Sinch WhatsApp for Customer Service
Peñarol, a leading Uruguayan football club, enhanced fan engagement and customer service using Sinch's WhatsApp Business API in Uruguay.
Multi-lingual Self-Service with Agent Escalation via WhatsApp Chatbot
Edenred UAE, a payroll service provider, partnered with Infobip to enhance customer support using a multilingual WhatsApp chatbot.
AI Virtual Assistant
Goosehead Insurance, a US-based insurance agency, partnered with Vonage to enhance client engagement using AI Virtual Assistant and Contact Center.
Omni-channel conversational AI chatbot for customer service
Radius Payment Solutions, a UK-based vehicle payment solutions provider, partnered with CM.com to enhance customer service using Mobile Service Cloud and WhatsApp.
Omni-channel customer journey with automation
Carsome, the largest e-commerce platform for used cars in Southeast Asia, enhanced its customer service and lead conversion rates by adopting Infobip’s omnichannel communication strategy. This partnership allowed Carsome to integrate multiple communication channels, such as SMS, WhatsApp, and email, into a single platform. The result was a 10% increase in lead conversions and a notable improvement in the quality of customer interactions. Real-time support and efficient customer verification processes were pivotal in achieving these outcomes, ensuring smoother operations and higher customer satisfaction. The implementation of Infobip's solutions also addressed agent inefficiencies and streamlined the communication flow, enabling Carsome to handle customer queries more effectively. By providing consistent and responsive customer experiences across various channels, Carsome strengthened its market position and enhanced its ability to engage with potential buyers and sellers. This strategic move not only improved operational efficiency but also set a new standard for customer service in the automotive e-commerce sector. Customer Results 2X more leads confirming appointment 10% improvement in lead quality Reduction of lead follow-up time from 24 hours to 1 hour
How METRO uses WhatsApp to boost customer engagement
METRO, an international wholesale company, leveraged Sinch WhatsApp for Marketing to boost customer engagement and drive sales. The solution delivered high read rates, click-through rates, and significantly increased website traffic. Customer Results 75% read rate 57% CTR 3x increased traffic
How Domino’s Uses WhatsApp for Recruiting
Domino’s Pizza streamlined its recruitment process by partnering with CM.com to use WhatsApp for job applications. This approach leverages a WhatsApp chatbot, which simplifies the application process by collecting candidate information through a conversational interface. Candidates can start their applications easily via WhatsApp, receive instant responses, and have their details automatically sent to local Domino’s stores for further processing. This innovative method has resulted in a 40% increase in job applications, with 13% of all applications now coming through WhatsApp. The automated system enhances efficiency for both recruiters and candidates, making the recruitment process more engaging and accessible. Customer Results 40% increase in the number of applications Improved recruitment efficiency
WhatsApp and RCS for customer service in a single inbox
WhatsApp and RCS for customer service in a single inbox
How a leading telco increases client & employee satisfaction with Conversational AI
A leading telecommunications company partnered with Sinch to enhance both client and employee satisfaction through the implementation of conversational AI. By leveraging Sinch's AI capabilities, the telco automated customer support, handling high volumes of inquiries efficiently and providing real-time assistance. This innovation reduced operational costs and improved response times, resulting in increased customer satisfaction. The conversational AI also supported employees by automating routine tasks, allowing them to focus on more complex issues and improve their productivity. This not only enhanced the overall service quality but also boosted employee morale and job satisfaction. The successful integration of Sinch's conversational AI highlights its potential in transforming customer service operations, offering a seamless, efficient, and highly responsive experience for both clients and employees. This strategic move underscores the importance of AI in driving operational excellence and customer engagement in the telecommunications industry. Customer Results 30% reduction in HR requests 120% increase in customer interactions handled by AI 25% reduction in operational costs
Service Provider-branded Omni-Channel Contact Center as a Service
Service Provider-branded Omni-Channel Contact Center as a Service Company: Large Energy Company Provider: The customer, a Utility company modernized their Customer Experience with an Omni-Channel Solutions for their Contact Center Agents. Previously Agents handled voice calls and emails with different systems. The goal was to centralize and modernize the contact center platform with an unified interaction channel routing, integrated customer experience software management systems, expansion of channels (e.g. chat, social media, sms/text, WhatsApp) and the integration of an AI platform. The initial launch introduced unified routing & contact handling, omnichannel-reporting and the integration of the customer AI system . This led to a powerful contact center solution with very efficient customer interactions and a highly improved customer experience. Customer Results Single instance for routing, handling and reporting increased the efficiency Integrated customer journey led to improved customer service and satisfaction. Integration of AI (e.g. chatbot) reduced the handling time of agents
Providers
A growing UK network with complex internal processes.
Smarty, a UK-based SIM-only network, leveraged Webex Connect’s multi-channel communication strategy to significantly enhance customer engagement and satisfaction. By integrating SMS, email, and RCS Business Messaging into a centralized platform, Smarty streamlined its customer onboarding, in-life, and retention campaigns. This approach resulted in a remarkable 500% increase in campaign engagement and earned a 70% 5-star Trustpilot rating. The automation and personalization capabilities provided by Webex Connect played a crucial role in these achievements, enabling Smarty to deliver tailored and timely communications. This transformation allowed Smarty to improve the efficiency of its communication processes and deliver a more cohesive customer experience. By offering consistent interactions across multiple channels, Smarty ensured that customers could easily access the information and support they needed. The success of this strategy not only enhanced customer loyalty and satisfaction but also demonstrated the effectiveness of using a unified communication platform to drive business growth and improve service delivery. Customer Results Using RCS has made it even easier for customers to leave Trustpilot reviews, with SMARTY now reaching a 70% 5-star rating. The RCS channel has also generated over a 100% increase in customer engagement vs email and SMARTY has unsurprisingly seen up to a 500% uplift in campaign engagement compared to the traditional single channel approach.
Rubix Opts for EnableX Video API for a Secure Video KYC
Rubix Data Sciences Pvt. Ltd., a credit risk company in India, partnered with EnableX to implement a secure video-based KYC process.
RCS Marketing & chatbot
Picard, a French frozen food retailer, partnered with Sinch to enhance customer engagement in France using Rich Communication Services.
WhatsApp Marketing & Chatbot
Kibon, a leading ice cream brand in Brazil, partnered with Infobip to enhance B2B communications and customer engagement using WhatsApp.
How Secret View offers organizations a user-friendly and simple solution to learn from high-quality feedback.
Secret View, a mystery shopping platform in Holland, partnered with CM.com to enhance feedback collection and communication using WhatsApp.
Interaktive Offers Flexible, Two-Way 24/7 Customer Support, Powered by Vonage AI Studio
Interaktive, a tech solutions provider in Mexico, partnered with Vonage to enhance call centers using AI Studio for efficient customer interactions.
Randstad quickly and reliably sends text messages to job seekers via the platform of CM.com.
Randstad Belgium partnered with CM.com to enhance recruitment efficiency using SMS technology, streamlining communication and improving candidate engagement.
Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition
Puzzel, a European contact center solutions provider, partnered with Speechmatics to enhance customer experiences using advanced speech-to-text technology.
How EasyPark Group keeps millions of users informed with SMS and RCS
EasyPark Group, a European parking provider, partnered with Sinch to enhance user communication via SMS and RCS, improving engagement.
Cutting-edge solutions powered by a win-win partnership
Sureshot, a global MarTech company, partnered with Sinch to enhance marketing solutions using omnichannel messaging and MMS app integration.
How Dribbble improved connection & scalable sending with Mailgun
Dribbble, a US design marketplace, partnered with Mailgun to enhance email deliverability using Deliverability Services, improving community engagement.
Cabify speeds up registration process
Cabify, a cab service in Spain, partnered with Telefónica to streamline user registration using the CAMARA Number Verification API.
Lydia Solutions cuts fraud and increases conversion
Lydia Solutions, a mobile financial services platform in France, partnered with Vonage to enhance security using the Number Verification API.
TIM Brazil streamlines authentication
TIM Brazil, a leading telco, partnered with Infobip in Brazil to enhance app authentication using the Number Verification API.
Scam Signal API Vodafone implements scam signal API
UK banks enhanced security with Vodafone's Scam Signal API, using real-time data to combat APP fraud and protect customers.
Sri Lankan mobile operators commit to launching Open Gateway APIs
Sri Lankan financial services companies enhanced security with One Time Password SMS API, leveraging mobile operators' Open Gateway APIs.
Singtel delivers seamless authentication
Singtel partners with enterprises in Singapore to enhance security using the CAMARA-standardised Number Verification API, improving authentication.
Number Verification API Telkomsel delivers Secure and Convenient Customer Account Access
Telkomsel, a leading telecom provider in Indonesia, empowers enterprises with secure account access using CAMARA-standardised Number Verification API.
