Uber's Triumph in Enhancing Connectivity for 2 Million Daily Calls

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
Solutions
Results

Challenges

Uber faced key challenges: ensuring strong call connectivity, especially in peak hours or areas with network constraints, and preserving anonymity between riders and drivers as per privacy practices.

To address these challenges, Uber needed a strategic and innovative solution that would balance safety, user confidentiality, reliability, and cost-effectiveness, while maintaining high levels of customer satisfaction and operational efficiency.

Manage 2 million daily calls nationwide for instant connectivity through the Uber app.
Safeguard rider and driver privacy by avoiding the disclosure of phone numbers.
Efficiently handle peak-hour call traffic, reaching 200k-300k calls.

Solutions

Since 2016, Uber has relied on Exotel for a number-masking solution, ensuring secure communication between drivers and riders without revealing personal phone numbers.

Temporary proxy numbers guarantee privacy, supported by region-specific backups to prevent service interruptions. This cost-efficient solution aligns with Uber's growth plans, streamlining operations and reinforcing its commitment to a secure and reliable platform.

Number Masking: Anonymizing driver and rider phone numbers with temporary proxy numbers.
Number Backups: Virtual numbers linked with backups, act as a failsafe for any connectivity issues.

Uber's Triumph in Enhancing Connectivity for 2 Million Daily Calls Powering Uninterrupted Journeys

About Uber

Challenges

Uber faced key challenges: ensuring strong call connectivity, especially in peak hours or areas with network constraints, and preserving anonymity between riders and drivers as per privacy practices.

To address these challenges, Uber needed a strategic and innovative solution that would balance safety, user confidentiality, reliability, and cost-effectiveness, while maintaining high levels of customer satisfaction and operational efficiency.

Solutions

Since 2016, Uber has relied on Exotel for a number-masking solution, ensuring secure communication between drivers and riders without revealing personal phone numbers.

Temporary proxy numbers guarantee privacy, supported by region-specific backups to prevent service interruptions. This cost-efficient solution aligns with Uber's growth plans, streamlining operations and reinforcing its commitment to a secure and reliable platform.

Results

Call Connectivity improved from 65% to 70% in just a few months of implementing the number backups and optimizing the call flows.

Number masking ensured that there were no privacy concerns, improving rider’s and driver’s experience.

Integrating number backups 200K-300K to efficiently manage calls per hour seamlessly.

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