decisions behind the work
From product direction to teams that deliver.
The choices behind five projects at BrowserStack and Plivo: where to invest, what customers needed, how the teams worked and what changed as a result.
What changed, and why it mattered.
Platform consolidation and voice AI
Workflow building and testing fell from roughly one week to under one hour with Vibe Agent, helping customers and Plivo’s engineers prepare agents for enterprise trials faster.
BrowserStack enterprise expansion
The 2017 Enterprise launch added $3.6M in ARR within six months through new accounts and expansion, supported by account controls, pricing and migration designed together.
Plivo console redesign and building the design function
Within three months, 70% of customers had switched to the new console and stayed, following a redesign built on shared navigation and a reusable design system.
Contact center: from research to launch
The contact center launched with voice, chat and messaging in one workspace, connected to the helpdesks support teams already used.
Building the voice AI brand function
11 live partnerships in four months contributed to a 30% increase in the sign-up pipeline, while India events generated approximately $250K in potential annual contract value within one quarter.