Case Study: Dexcom achieves zero down calls for critical support with Bandwidth

Dexcom achieves zero US downtime for critical support calls with Bandwidth

Dexcom, a medical device manufacturer of continuous glucose monitoring systems, faced the challenge of ensuring maximum reliability and uptime for its critical patient support call center. They needed a highly resilient telephony solution to support patients in high-stakes medical situations and sought to consolidate carriers. Dexcom partnered with Bandwidth, implementing a bring your own carrier (BYOC) integration with Genesys Cloud.

By leveraging Bandwidth's network and BYOC solution, Dexcom achieved exceptional voice resiliency. The company reports zero down calls in the US for over two years, handling approximately 500,000 inbound calls per month with complete reliability. Furthermore, Bandwidth is enabling Dexcom's future digital strategy through APIs and WebRTC to integrate support directly into their patient app, aiming to transform the customer experience.

Dexcom