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Case Study:, the Videoconferencing System for Remote Teams, Relies on for Usage Insights and Technical Diagnostics

By callstats on July 18, 2017

Video conferencing and screen sharing are two essential tools that often make or break modern work productivity. Our customer is a Y Combinator backed startup that makes fast, easy video calls – both a free browser product and a hardware upgrade – that integrate smoothly into geographically distributed teams’ workflows.

A WebRTC product since its start, has been using since early 2017 and now relies on the platform for all of its quality monitoring.

“The team has deep technical knowledge about media streaming and WebRTC, and they have combined that domain knowledge with very good data capture and visualization. This combination is unique and extremely useful.”
says Kwindla Hultman Kramer, CEO

A remote team for remote teams is founded by Unified Communications pioneers and serial entrepreneurs Kwindla Hultman Kramer (Kwin), formerly the CEO of Oblong Industries and Nina Kuruvilla. Kwin, who leads development, has been tinkering with WebRTC since its early days in 2014.

At the same time,’s founders observed shifts in modern working habits, most of all the trend in remote working. This meant that many workplaces and teams of all sizes began to adopt technology that previously was only available to large companies. In many offices, office managers, for example, could be in charge of communication processes, including office videoconferencing systems. The team thus saw that a market existed for conferencing hardware that was simple to use and hassle-free. screen

The communication system, consisting of a combination of conferencing hardware and browser based software tools, has become popular amongst different kinds of distributed teams, from web development and design agencies to more traditional industries like real estate and construction. A growing number of users are outside the US.

A graphical take on conference logs

Fittingly, is also a distributed team with loose headquarters in San Francisco. Its WebRTC team is comprised of three engineers and one customer support professional. As the team is small, efficiently uses a lot of 3rd party tools to scale their service.

The team initially began to develop their own conference data monitoring tools and logging systems. In early 2017, upon hearing about, signed up for a trial account and began to explore the interface. Besides getting a fuller, more graphical picture of’s call analytics, the product also helped the team to prioritize their monitoring needs.

Reassured by the team’s long experience in building video products, quickly switched over to and now completely rely on for media quality and service usage monitoring.

“We initially developed our own dashboards for monitoring video call quality. When we tried, though, it was immediately clear that we could provide better customer support and save engineering time by using’s libraries and dashbords.”,
tells Kwin

Maintaining their own WebRTC data analytics took up a significant amount of engineering time for’s small team.

“Now that we are able to use for this critical part of our work, we can focus more of our engineering time on building customer-facing product features. This saves us money and lets us develop faster!”
continued Kwin as a part of technical support

Jami Morton, Director of Operations who runs customer relations at, is the team’s power user, who logs into the dashboard daily for troubleshooting customer issues and tracking service level trends.

For Jami, is a central part of technical support operations, helping her identify issues in clients’ call quality. In a typical support scenario, upon receiving an issue ticket, Jami would ask for the meeting ID and then check for any unusual errors, such as bandwidth issues.

Investigating individual conference issues

A typical scenario would look as follows: On receiving a customer complaint, for example a notification that a customer can’t connect to a conference, Jami will request the box ID number and search for it on the dashboard. On the individual conference level page, she typically checks the Automatic Diagnostics window to see if any major issues immediately pop up. If she’s not able to read the situation from Automatic Diagnostics alone, Jami would further investigate user presence graphs and conference graphs.

Depending on the complexity of the issue, Jami gives feedback directly to the customer or refers the case forward to’s engineering team. The engineering team will check if there is an issue with e.g. the hardware and Jami will provide feedback to the customer based on this.

“ has resolved a core monitoring challenge for us and has been a genuinely useful service. Being able to provide customer support in real time contributes to a great customer UX.”
Says Jami Morton, Director of Operations

A clear picture of service performance over time

In addition to understanding individual client issues, Jami uses to understand aggregated product analytics and performance and creates reports out of that data. On a weekly level, Jami would review specific stats for e.g. total number of conferences, total duration and fraction of calls that experience churn and keep regular track of errors in e.g SDP, TURN and ICE relays. Being able to deep dive into usage and tracking occurrences, and, for example, identify bugs, helps create a better story for development to follow.

Tags: WebRTC, WebRTC Verticals, Case Study