Case Study: Amazon achieves secure, on-time delivery communications with Kaleyra

Kaleyra empowers Amazon to deliver 1.6 Million packages every day

Amazon, the global e-commerce leader, needed a better way to manage high-volume delivery communications across regions like India while protecting customer privacy and tracking delivery interactions more effectively. To address challenges such as verifying whether calls were made, understanding call outcomes, and safeguarding personal phone numbers, Amazon turned to Kaleyra’s cloud-based Voice platform and Number Masking solution.

Kaleyra implemented whitelisted/bridge numbers, call masking, detailed call logs, voice recordings, and IVR-based “unhappy flow” routing to connect delivery agents and customers without exposing real numbers. The solution helped Amazon monitor call duration and frequency, improve delivery coordination, train agents using call recordings, and support timely deliveries at scale—handling more than 10 million voice calls per month across 225 regional hubs in India and supporting 1.6 million deliveries per day globally.

Amazon