Customer Story
Powering 2 Million Daily Calls for Uber's Seamless Journeys
After Exotel
Before Exotel
About Uber
Uber India stands as a perfect example of seamless mobility across the country. Operating in over 125 cities in India, Uber has created an intricate mobility network, connecting millions of riders to a pool of more than 800,000 dedicated drivers across the country. By staying committed to its goal of making movement reliable, affordable, and convenient, Uber has impacted lives positively.
Challenges
Uber needed reliable call connectivity during peak hours while preserving rider-driver anonymity. The solution required balancing privacy, reliability, and cost-effectiveness to maintain customer satisfaction and operational efficiency.
Challenges
Manage 2 Million Daily Calls Nationwide
Ensuring instant connectivity through the Uber app for millions of users across the country required a robust and scalable communication infrastructure.
Safeguard Rider and Driver Privacy
Protecting user privacy by avoiding the disclosure of phone numbers while maintaining seamless communication between riders and drivers.
Handle Peak-Hour Call Traffic
Efficiently managing 200K-300K calls per hour during peak times without compromising call quality or connectivity.
The Solution
Scalable Communication Infrastructure
Since 2016, Uber has relied on Exotel's robust and scalable platform to manage 2 million daily calls nationwide, ensuring instant connectivity through the Uber app for millions of users across the country.
Number Masking for Privacy
Anonymizing driver and rider phone numbers with temporary proxy numbers, ensuring secure communication without revealing personal phone numbers while maintaining seamless interaction between riders and drivers.
Region-Specific Number Backups
Virtual numbers linked with region-specific backups act as a failsafe for any connectivity issues, efficiently managing 200K-300K calls per hour during peak times without compromising call quality or service interruptions.
Impact
Enhanced Customer Experience Metrics
The implementation of Exotel's number masking and backup solution delivered transformative results for Uber, significantly improving call connectivity and ensuring seamless privacy protection for millions of daily rides across India.
70%
Call Connectivity Improved
From 65% to 70% in just a few months of implementing number backups and optimizing call flows.
300K
Calls Per Hour Managed
Efficiently handling 200K-300K calls per hour seamlessly during peak times.
100%
Privacy Protection
Number masking ensured no privacy concerns, improving rider's and driver's experience.
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