−Removed: We are a leading cloud-based communications platform for enterprises in the United States.
−Removed: Our solutions include a broad range of software Application Programming Interfaces (“APIs”) for voice and messaging functionality and our owned and managed, purpose-built Internet Protocol (“IP”) voice network, one of the largest in the nation.
−Removed: Our sophisticated and easy-to-use software APIs allow enterprises to enhance their products and services by incorporating advanced voice, messaging and 911 services capabilities.
−Removed: Companies use our platform to more frequently and seamlessly connect with their end users, add voice calling capabilities to applications and devices, transition from on-premise to cloud-based communication tools and applications, integrate messaging capabilities into applications or software, offer end users new mobile application experiences including emergency services and improve employee productivity, among other use cases.
−Removed: By owning and operating a capital-efficient, purpose-built IP voice network, we are able to offer advanced monitoring, reporting and analytics, superior customer service, dedicated operating teams, personalized support, and flexible cost structures.
−Removed: For more than a decade, we have pioneered the Communications Platform-as-a-Service (“CPaaS”) space through our innovation-rich culture and focus on empowering enterprises with end-to-end communications solutions.
+Added: We are a leading global enterprise cloud communications company.
+Added: Our solutions include a broad range of software Application Programming Interfaces (“APIs”) for voice, messaging and emergency services.
+Added: Our sophisticated and easy-to-use software APIs allow enterprises to enhance their products and services by incorporating advanced, global connectivity for voice, messaging and emergency services communications capabilities.
+Added: Companies use our platform to more frequently and seamlessly connect with their end users, add voice calling capabilities to applications and devices, transition from on-premise to cloud-based communication tools and applications, integrate messaging capabilities into applications or software, build interactive voice response systems for contact centers, offer end users new mobile application experiences including emergency services and improve employee productivity, among other use cases.
+Added: We have established a reputation as a leader in the Communications Platform-as-a-Service (“CPaaS”) space through our innovation-rich culture and focus on empowering enterprises with end-to-end communications solutions.
+Added: We are the only CPaaS provider in the industry that owns and operates a nationwide IP voice network in the U.S.
+Added: In 2020 we acquired Voxbone, a leading European-based communications platform with its own IP voice network assembled by building relationships with local carriers around the globe.
+Added: Our deep U.S.
+Added: presence and global platform extending across more than 60 countries serves enterprises in countries representing more than 90% of global gross domestic product (“GDP”).
+Added: We believe that our current and future customers will benefit from using a unified software platform, network and team to serve people around the world.
As technologies evolve and new mobile applications and connected devices proliferate, enterprises must adapt and innovate their communications solutions to create a “connected” experience anywhere, anytime, on any device.
−Removed: Enterprises looking to capitalize on trends such as Application-to-Person (“A2P”) messaging, omnichannel customer service, and voice-as-an-interface need solutions that are reliable, secure, scalable and cost-efficient.
+Added: Enterprises looking to capitalize on trends such as work-from-anywhere, Application-to-Person (“A2P”) messaging, omni - channel customer service, and voice-as-an-interface need solutions that are reliable, secure, scalable and cost-efficient.
Most software-powered communications providers rely heavily on leased networks and cannot provide enterprise-grade service and support.
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Our solutions address enterprises’ communications needs and we believe they are shaping the future of how enterprises connect through embedded voice and messaging for applications and devices.
−Removed: At the core of our solutions are our communications software APIs, which allow companies to build products and services on top of our cloud-based, out-of-the-box software.
+Added: At the core of our solutions are our communications software APIs, which allow companies to build and automate products and services on top of our cloud-based, out-of-the-box software.
Our software APIs include pre-defined functions that are easily customizable for specific use cases without the challenge and expense of building and deploying complex code.
−Removed: Moreover, our platform collects and analyzes terabytes of call and messaging data records in real-time and provides a seamless integration to CRM and Business Intelligence analytics tools to provide meaningful data driven actionable insights for critical business decisions.
−Removed: Customers can then launch and scale applications and solutions with reliability using our own nationwide IP voice network.
+Added: Moreover, our platform collects and analyzes terabytes of call and messaging data records in real-time and provides a seamless integration to customer relationship management (“CRM”) and business intelligence analytics tools to provide meaningful data driven actionable insights for critical business decisions.
+Added: Customers can then launch and scale applications and solutions with reliability using our IP voice network with global reach.
Our voice software APIs allow enterprises to make and receive phone calls and create advanced voice experiences.
−Removed: Integration with our purpose-built IP voice network ensures enterprise-grade functionality and secure, high-quality connections.
+Added: Integration with our IP voice network ensures enterprise-grade functionality and secure, high-quality connections.
Our messaging software APIs provide enterprises with advanced tools to connect with end users via messaging.
−Removed: Our customers also use our solutions to enable 911 response capabilities, real-time provisioning and activation of phone numbers, and toll-free number messaging.
−Removed: We are the only CPaaS provider in the industry with our own nationwide IP voice network, which we have purpose-built for our platform.
−Removed: Our network is capital-efficient and custom-built to support the applications and experiences that make a difference in the way enterprises communicate.
+Added: Our customers also use our solutions to enable emergency (911, 112, 999, etc.) response capabilities, real-time provisioning and activation of phone numbers, and toll-free number messaging across the globe.
+Added: The unique combination of software APIs and our IP voice network provides our customers high quality calls, automated workflows, enterprise-grade support and global coverage.
+Added: We believe that our network is capital-efficient and supports the applications and experiences that make a difference in the way enterprises communicate.
Since a communications platform is only as strong as the network that backs it, we believe our network provides a significant competitive advantage in the control, quality, pricing power and scalability of our offering.
−Removed: We are able to control the quality and provide the support our customers expect, as well as efficiently meet scalability and cost requirements.
−Removed: Our customers currently include large enterprises, communications service providers, conferencing
−Removed: providers, contact centers, small and medium-sized businesses, emerging technology companies and any other business.
−Removed: Our customers operate in a diverse set of industries, including technology, communications, hospitality and services, that need to launch and scale robust communications experiences.
+Added: We are able to control the quality and provide the support our customers expect, while meeting regulatory, scalability and cost requirements more efficiently.
+Added: Our customers currently include large enterprises, communications service providers, conferencing providers, contact centers, small and medium-sized businesses, emerging technology companies and many other businesses.
+Added: Our customers operate in a diverse set of industries, including technology, communications, financial, healthcare, hospitality, transportation and services, that need to launch and scale robust communications experiences.
Our customers choose Bandwidth because we empower them to embed seamless communications within their products and services in a reliable, flexible, scalable and cost-efficient manner.
−Removed: Our customers include Google, Microsoft, Cisco-Webex, Dialpad, RingCentral, GoDaddy, Kipsu, Rover and ZipRecruiter, among many others.
+Added: Our customers include Cisco, Dialpad, Genesys, Google, Microsoft, RingCentral, Uber and Zoom, among many others.
We do not currently have any consumer or residential customers, although our enterprise customers may utilize our solutions to serve their own consumer or residential customers or end users.
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We have continued growing our business in recent periods.
−Removed: For the years ended December 31, 2017, 2018 and 2019, our revenue was $163.0 million, $204.1 million and $232.6 million, respectively, and our net income was $6.0 million, $17.9 million and $2.5 million, respectively.
+Added: For the years ended December 31, 2018, 2019 and 2020, our revenue was $204.1 million, $232.6 million and $343.1 million, respectively, and our net income (loss) was $17.9 million, $2.5 million and ($44.0) million, respectively.
We have two reportable segments, CPaaS and Other.
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We generate a majority of our revenue from our CPaaS segment.
−Removed: CPaaS revenue is derived from voice usage, phone number services, 911-enabled phone number services, messaging services and other services.
+Added: CPaaS revenue is derived from voice usage, phone number services, emergency calling-enabled phone number services, messaging services and other services.
We generate a portion of our CPaaS revenue from usage-based fees, which include voice calling and messaging services.
+Added: We also earn monthly fees from services such as phone number services and emergency access service.
The remainder of our revenue is generated by our Other segment.
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See Note 10, “Segment and Geographic Information” in our consolidated financial statements included elsewhere in this Annual Report on Form 10-K, for additional information about our segments.
−Removed: Our Bandwidth Communications Platform empowers enterprises to create and scale voice, messaging and 911 communications services across any application and device.
+Added: Our communications platform empowers enterprises to create and scale voice, messaging and emergency communications services across any application and device.
Our software platform and IP voice network enable our enterprise customers to rapidly develop and deploy real-time and mission-critical, software-powered communications solutions.
−Removed: Our sophisticated and easy-to-use software APIs allow enterprises to enhance their products and services by incorporating advanced voice and messaging capabilities.
−Removed: By owning and operating a capital-efficient, purpose-built IP voice network, we are able to offer advanced monitoring, reporting and analytics, superior customer service, dedicated operating teams, personalized support and flexible cost structures.
−Removed: Our cloud-based platform is a proprietary CPaaS offering consisting of voice and messaging solutions:
+Added: Our sophisticated and easy-to-use software APIs allow enterprises to enhance their products and services by incorporating advanced voice, messaging and emergency calling capabilities.
+Added: By operating our own capital-efficient, IP voice network, we are able to offer advanced monitoring, reporting and analytics, superior customer service, dedicated operating teams, personalized support and flexible cost structures.
+Added: Our cloud-based platform is a proprietary CPaaS offering consisting of voice, messaging and emergency services solutions:
Voice Software API.
We provide flexible software APIs that are used to build voice calling within applications, innovative call flows between users or machines, call recording, text-to-speech for interactive voice response, call detail records, conference calling, bridging and more.
−Removed: We provide the ability to have customized high-quality call routing for business voice use cases and global reach.
+Added: We provide the ability to have customized high-
+Added: quality call routing for business voice use cases and global reach.
Our voice quality monitoring service provides tools and processes for network quality tests and proactive tuning.
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• Enabling local and toll-free numbers via software API :
−Removed: Our platform empowers enterprises with a capability to activate and manage phone numbers instantly and at scale.
+Added: Our platform empowers enterprises with a capability to activate, automate and manage phone numbers instantly and at scale.
With our bulk porting option customers can port an unlimited amount of phone numbers at once, coordinating port dates and times from multiple carriers.
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delivery receipts, MMS, long text support, short code support, emoji support and bi-directional unicode (international characters) and short codes interoperability.
−Removed: Bandwidth’s messaging services are enabled for both local and toll-free phone numbers.
+Added: Bandwidth’s messaging services are enabled for local and toll-free phone numbers as well as short codes.
While we provide a wide range of functionalities, some of the common use cases are:
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Enterprises utilize our platform to collaborate with their end users on a real-time basis by enabling group messaging within their user community to share messages, videos, carry out polls and surveys amongst other uses without leaving the application.
−Removed: 911 Software API.
−Removed: We are the only software platform that provides complete communications solutions with integrated 911 services.
+Added: Emergency Services Software API.
+Added: We are the only software platform that provides complete communications solutions with integrated local emergency services in more than 60 countries around the globe.
We can instantly connect numbers, devices or applications to emergency services with reliable and accurate emergency routing.
Our Dynamic Geospatial Routing uses geocoding to enable real-time routing based on X,Y coordinates of the caller and defined Public Safety Access Point boundaries.
−Removed: Additionally, our notification API enables an email notification sent to on-site security personnel when a 911 call takes place within a large enterprise.
−Removed: Our Advanced “Next Generation 911” “i3”-ready NENA i2 “Enhanced” service network covers approximately 99% of the United States.
+Added: Additionally, our notification API enables an email notification sent to on-site security personnel when an emergency call takes place within a large enterprise.
+Added: Our Advanced “Next Generation 911” “i3”-ready NENA i2 “Enhanced” service network covers approximately 99% of the population of the United States.
+Added: Outside the United States in the jurisdictions we serve, in-country routing guarantees that emergency calls will connect directly to the appropriate Public Safety Answering Point.
Key Benefits of Our Software Platform
−Removed: Our Bandwidth Communications Platform provides the following benefits to the enterprises we serve:
+Added: Our communications platform provides the following benefits to the enterprises we serve:
• Easy to Build and Deploy .
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• Easy to Scale .
−Removed: We enable enterprises to easily scale nationwide at launch, without sacrificing quality, while meeting the most stringent requirements.
−Removed: We can deliver full end-to-end automation for even the largest of
−Removed: enterprises using our IP voice network, which is the largest of any CPaaS provider based on the number of rate centers, a measure for the footprint covered by our IP voice network.
+Added: We enable enterprises to easily scale globally at launch, without sacrificing quality, while meeting the most stringent requirements.
+Added: We can deliver full end-to-end automation for even the largest of enterprises using our IP voice network.
We are able to support high user volumes without impacting deliverability.
−Removed: Our software, built on our own IP voice network, removes complexity, eliminates performance degradation and increases cost efficiencies at scale.
+Added: Our enterprise-grade tooling makes it easy to order, provision, and port phone numbers as our customers grow their businesses.
+Added: Our software removes complexity, eliminates performance degradation and increases cost efficiencies at scale.
• Flexibility .
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Key Benefits of Our Network
−Removed: Our owned and managed IP voice network provides the following benefits to the enterprises we serve:
+Added: Our IP voice network provides the following benefits to the enterprises we serve:
• Enhanced Quality and Reliability .
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• Total Accountability.
−Removed: The ability to vertically integrate our software platform with our own IP voice network provides us with a differentiated ability to continuously monitor, report and resolve any software- or network-related issues on a real-time basis.
−Removed: For our enterprise customers, having a single platform solution for their entire communications requirements, including software and network, provides tremendous value with respect to time and financial resources.
+Added: The ability to vertically integrate our software platform with our IP voice network provides us with a differentiated ability to continuously monitor, report and resolve any software- or network-related issues on a real-time basis.
+Added: For our enterprise customers, having a single platform solution for their entire communications requirements, including software and network, offers tremendous value with respect to time and financial resources.
Our service-level agreements with our enterprise customers assure that we provide high quality service and give them peace of mind and confidence in our service.
−Removed: • Lower Total Cost to Our Customers .
−Removed: The differentiated pairing of our software combined with owning the delivery capability through our IP voice network leads to significant savings for the enterprises we serve as compared to our competitors.
−Removed: Our IP voice network lowers total cost to our customers as compared to our competitors because of our reduced capital expenditure requirements and lower marginal costs at scale, which we are able to pass on to our customers.
+Added: • Owner Economics Drives Value for Our Customers .
+Added: The differentiated pairing of our software combined with owning the delivery capability in the United States through our IP voice network creates lower marginal costs at scale, which we are able to pass on to our customers.
Our Competitive Strengths
In our 20 years of business, we have prided ourselves on maintaining a start-up culture and our focus on continuous innovation.
−Removed: We have innovated on our CPaaS offerings to empower our enterprise customers with the most comprehensive software-powered communications platform that integrates seamlessly with one of the largest IP voice networks in the United States that we built and operate.
+Added: We have innovated on our CPaaS offerings to empower our enterprise customers with a comprehensive software-powered communications platform that integrates seamlessly with one of the largest IP voice networks in the world.
Our innovation-rich culture, customer-centric solutions and track record of successful execution provide us with the following competitive strengths:
• Highly Scalable Platform Built for the Enterprise.
−Removed: We built our Bandwidth Communications Platform from the ground up as an enterprise-grade cloud application.
+Added: We built our communications platform from the ground up as an enterprise-grade cloud application.
As a result, our deployment is fast, our software APIs are flexible and easy-to-use, and we enable enterprises to launch and scale on day one.
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Our scalable platform allows us to serve large-scale Internet companies and cloud service providers.
−Removed: • Broadest, Most Complete Solutions in the Industry.
−Removed: We provide enterprises the broadest, most complete communications services solutions in the industry through our integrated software and IP voice network.
−Removed: Our large library of voice and messaging APIs enables our customers to incorporate into their products and services a broad range of capabilities not otherwise attainable.
−Removed: • Purpose-Built IP Voice Network.
−Removed: Our Bandwidth Communications Platform’s IP voice network, which we own and operate nationwide, supports our ability to scale at a reliable and consistent quality for the enterprises we serve.
−Removed: The control and scale we have over our own IP voice network integrated with our
−Removed: Bandwidth Communications Platform provides us distinct competitive advantages that include consistent high quality, in-depth enterprise support, real-time network visibility and economies of scale.
+Added: • One of the Broadest, Most Complete Solutions in the Industry.
+Added: We provide enterprises one of the broadest, most complete communications services solutions in the industry through our integrated software and IP voice network.
+Added: Our large library of voice, messaging and emergency services APIs enables our customers to incorporate into their products and services a broad range of capabilities not otherwise attainable.
+Added: • CPaaS-Based Emergency Calling Capabilities.
+Added: We believe we are the only CPaaS software provider with emergency service capabilities.
+Added: We believe our emergency calling capabilities provide a significant advantage as compared to software platform providers that are enabling residential voice services through new connected device experiences.
+Added: In many countries, it’s a legal obligation to ensure on-premise access to local emergency services.
+Added: Our customers can meet compliance commitments using a single provider in multiple markets where they do business – across North America, Europe and Asia-Pacific.
+Added: Moreover, our dynamic geospatial routing capability routes emergency calls based on a real-time location of the caller to produce industry-leading results.
+Added: • Our IP Voice Network.
+Added: Our communications platform’s IP voice network, which we operate in more than 60 countries globally, supports our ability to scale at a reliable and consistent quality for the enterprises we serve.
+Added: The control and scale we have over our IP voice network integrated with our communications platform provides us distinct competitive advantages that include consistent high quality, in-depth enterprise support, real-time network visibility and economies of scale.
• Deep Experience and Expertise in Voice and Messaging.
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Based on surveys conducted after customer interactions in 2020, our customers have expressed a 97% satisfaction rate.
−Removed: • CPaaS-Based 911 Network Capabilities.
−Removed: We believe we are the only CPaaS software provider with 911 capabilities.
−Removed: We believe our 911 capabilities provide a significant advantage as compared to software platform providers that are enabling residential voice services through new connected device experiences.
−Removed: Moreover, our dynamic geospatial routing capability routes 911 calls based on a real-time location of the caller to produce industry-leading results.
+Added: While we will always be mission-first, our people ensure that we deliver on our mission for the customers we proudly serve.
+Added: We seek to identify, attract, and retain team members who will contribute to our inclusive culture that promotes diversity of thought and experience.
+Added: Our Whole Person Promise is at the core of our culture.
+Added: We believe that each of our team members can do meaningful work while enjoying a full personal life.
+Added: We have developed a variety of programs to help our team members develop and maintain their bodies, minds and spirits in connection with our Whole Person Promise.
+Added: Additionally, we have a saying at Bandwidth:
+Added: “Your music matters to the BAND.” We believe people are essential to accomplishing our mission, so we celebrate our differences and encourage “Bandmates” to be their authentic selves.
+Added: This culture supports our hiring and serves as a competitive advantage in attracting and retaining top talent.
Our Growth Strategy
• Expand Existing Enterprise Relationships.
−Removed: We will continue to expand our relationships with our existing enterprise customers.
−Removed: For example, enterprises often initially purchase only our voice solution and later expand to also purchase our messaging and 911 services.
+Added: We seek to continue to expand our relationships with our existing enterprise customers.
+Added: For example, enterprises often initially purchase only our voice solution and later expand to purchase additional services like messaging and emergency calling capability.
+Added: Enterprises often launch voice, messaging or emergency calling in one country or region and expand to additional geographies over time.
Additionally, we are able to help enterprises scale efficiently and offer their solutions to more of their customers as they grow.
• Grow Our Enterprise Customer Base.
−Removed: We believe there is a substantial opportunity to increase our enterprise customer base across a broad range of industries and companies.
+Added: We believe there is a substantial opportunity to increase our enterprise customer base across a broad range of industries, companies and geographies.
We plan to continue to grow and invest in our direct sales force and marketing to increase our enterprise customer base.
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We are committed to building on our track record of leveraging our innovative product capabilities to meet our customers’ needs, just as we have done throughout our history, through dramatic waves of change in communications technology.
−Removed: We were early to deploy software-based networks and to offer hosted cloud-based voice services, while building out one of the fastest growing IP voice networks over the last ten years.
+Added: We were early to deploy software-based networks and to offer hosted cloud-based voice services, while building out one of the fastest growing IP voice networks over the last ten years in the United States.
+Added: We have expanded our coverage to over 60 countries.
Our team has continued to adapt to a dynamic environment to grow our business, and we intend to invest in continued development of our platform and product features to support new use cases and help our enterprise customers succeed as communications technologies evolve.
−Removed: • Continue Our Focus on Enterprise Customer Satisfaction.
+Added: • Cultivate Long Term Relationships Through Customer Satisfaction.
We intend to continue focusing on delivering world-class services and support to the enterprises we serve to ensure a high level of satisfaction.
We believe that satisfied customers provide vital product feedback, purchase additional services, renew contracts at a high rate and provide broad advocacy and new customer referrals for our business.
−Removed: • Develop and Grow Our International Offerings.
−Removed: Our international services had been limited to outbound international calling and outbound international messaging.
−Removed: Some of our enterprise customers operate globally or have plans to do so.
−Removed: Accordingly, we are pursuing international expansion opportunities, including those where we might have a cost or quality advantage in serving our customers.
−Removed: We completed the build out of two data centers in Frankfurt and London in 2019 and are now authorized to conduct business in 13 European countries:
−Removed: the United Kingdom, 11 members of the European Union and
−Removed: We have also obtained regulatory authority to provide telecommunication services in these 13 European countries.
+Added: • Expand Breadth and Depth of International Coverage.
+Added: We offer various communications services in over 60 countries, representing over 90% of global GDP.
+Added: We plan to pursue new coverage areas and expanded offerings within those coverage areas we already serve in response to our customers’ needs.
• Pursue Acquisitions and Strategic Investments Selectively.
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Our management is highly focused on creating and maintaining strategic partnerships beyond standard transactional customer relationships.
−Removed: We empower enterprises to create, scale and operate voice or messaging communications services across any mobile application or connected device and this reinforces our customer relationships.
+Added: We empower enterprises to create, scale and operate voice or messaging communications services across any mobile application or connected device, and this ability reinforces our customer relationships.
The majority of our customers sign master service agreements (“MSAs”) that contain standard terms and conditions, including billing and payment, default, termination, limitations of liability, confidentiality, assignment and notification, and other key terms and conditions.
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Sales and Marketing
−Removed: Our sales and marketing teams work together to identify and establish relationships with prospects, acquire new enterprise customers, expand relationships with existing enterprises and integrate them with our Bandwidth Communications Platform.
+Added: Our sales and marketing teams work together to identify and establish relationships with prospects, acquire new enterprise customers, expand relationships with existing enterprises and integrate them with our communications platform.
Our marketing staff generates leads through our website, online marketing campaigns, webinars, sponsored events, white papers, public relations and other outbound lead development efforts.
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Our sales executives directly engage C-level executives and other senior business, product and technical decision makers responsible for the end user experience and financial results at their enterprises.
−Removed: Our sales executives work to educate these decision makers and their teams about the benefits of using our Bandwidth Communications Platform to launch and scale robust communications experiences.
+Added: Our sales executives work to
+Added: educate these decision makers and their teams about the benefits of using our communications platform to launch and scale robust communications experiences.
Our sales team includes sales development, inside sales, field sales and sales engineering personnel.
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These teams closely coordinate with our executive management, which is responsible for creating a vision for our platform, and with our sales and marketing teams, which relay enterprise demands and possible new use cases or enhancements.
−Removed: Our development efforts focus on the availability and resiliency of our Bandwidth Communications Platform and our IP voice network, including infrastructure, ease-of-use and flexibility, end-user experience and ability to integrate with other enterprise systems.
+Added: Our development efforts focus on the availability and resiliency of our communications platform and our network, including infrastructure, ease-of-use and flexibility, end-user experience and ability to integrate with other enterprise systems.
As of December 31, 2020, we had 296 employees in our R&D organization.
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• network control and quality;
+Added: • global reach;
• completeness of offering;
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• brand awareness and reputation;
−Removed: • global reach;
• credibility with product executives and developers.
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• CPaaS companies that offer a narrower set of software APIs, less robust customer support and fewer other features while relying on third-party networks and physical infrastructure;
−Removed: • network service providers that offer limited developer functionality on top of their own networks and physical infrastructure, such as AT&T, CenturyLink and Verizon.
+Added: • network service providers that offer limited developer functionality on top of their own networks and physical infrastructure, such as AT&T, Colt, Lumen and Verizon.
Some of our competitors have greater financial, technical and other resources, greater geographic reach, greater name recognition, larger sales and marketing budgets and larger intellectual property portfolios.
−Removed: As a result, certain of our competitors may be able to respond more quickly and effectively than we can to new or changing opportunities, technologies, standards or enterprise requirements.
−Removed: In addition, some competitors may offer products or services that address one or a limited number of functions at lower prices, with greater depth than our services or geographies where we do not operate.
+Added: As a result, certain competitors may be able to respond more quickly and effectively than we can to new or changing opportunities, technologies, standards or enterprise requirements.
+Added: In addition, some competitors may offer products or services that address one or a limited number of functions at lower prices, with greater depth than our services or in geographies where we do not operate.
With the introduction of new products and services and new market entrants, we expect competition to intensify in the future.
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We also rely on registered and unregistered trademarks to protect our brand.
−Removed: As of December 31, 2019, we had ten U.S.
−Removed: patents and one U.S.
+Added: As of December 31, 2020, we had fifteen U.S.
+Added: patents and two U.S.
patent application pending.
−Removed: In addition, as of December 31, 2019, we had twelve registered trademarks.
+Added: In addition, as of December 31, 2020, we had twenty-four registered trademarks in the United States and elsewhere.
We seek to protect our intellectual property rights by implementing a policy that requires our employees and independent contractors involved in development of intellectual property on our behalf to enter into agreements acknowledging that all works or other intellectual property generated or conceived by them on our behalf are our property, and assigning to us any rights, including intellectual property rights, that they may claim or otherwise have in those works or property, to the extent allowable under applicable law.
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In the future, we may face allegations that we have infringed the intellectual property rights of third parties, including our competitors and non-practicing entities.
−Removed: As of December 31, 2019, we had a total of 772 employees, all of whom are located in the United States.
+Added: As of December 31, 2020, we had a total of 960 employees, who are primarily located in the United States, Europe and Asia Pacific.
None of our employees are represented by a labor union or covered by a collective bargaining agreement.
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Federal Telecommunications Regulation
−Removed: The Federal Communications Commission (“FCC”) has jurisdiction over interstate and international telecommunications services.
−Removed: We have obtained FCC authorization to provide services on a facilities and resale basis, as well as via a wireless telecommunications license.
+Added: The Federal Communications Commission (“FCC”) has jurisdiction over interstate and international telecommunications services in the U.S.
+Added: We have obtained FCC authorization to provide services on a facilities and resale basis.
Under the Communications Act of 1934, as amended by the Telecommunications Act of 1996 (the “1996 Act”), any entity, including cable television companies and electric and gas utilities, may enter any telecommunications market, subject to reasonable state regulation of safety, quality and consumer protection.
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With these technological advances, there have been challenges to the traditional regulatory structure under the 1996 Act.
−Removed: One of the challenges that has arisen is fraud and abuse in the form of illegal robocalling and unwanted text messaging.
−Removed: The FCC is conducting several proceedings to understand and address fraud and abuse in the form of illegal robocalling.
−Removed: Much of the FCC’s efforts to thwart illegal robocalling involve or relate to the Telephone Consumer Protection Act of 1991 (the “TCPA”), which restricts telemarketing calls and the use of automatic text messages without the recipient’s proper consent.
−Removed: More recently, Congress passed and the President signed the TRACED Act.
−Removed: The TRACED Act directs the FCC to conduct a number of different rulemaking proceedings and increases the FCC’s enforcement authority, among other things.
+Added: Among the challenges that have arisen is fraud and abuse in the form of illegal robocalling and unwanted text messaging.
+Added: Recently, Congress passed and the President signed the TRACED Act.
+Added: Among other things, the TRACED Act directs the FCC to conduct a number of different rulemaking proceedings and increases the FCC’s enforcement authority.
+Added: As a result, the FCC is conducting several proceedings to understand and address fraud and abuse in the form of illegal robocalling.
+Added: Among various FCC proceedings and orders, on December 23, 2020 the FCC granted our application for a STIR/SHAKEN compliance exemption for our IP network and services.
+Added: Separately, the FCC also thwarts illegal robocalling through the Telephone Consumer Protection Act of 1991 (the “TCPA”), which restricts telemarketing calls and the use of automatic text messages without the recipient’s proper consent.
+Added: The Federal Trade Commission and state attorneys general also have the authority to enforce compliance with the TCPA.
+Added: Moreover, the TCPA also allows aggrieved private parties to directly seek civil remedies and seek statutory-defined damages for calls or text messages received without recipients’ proper consent.
The scope and interpretation of these laws and regulations continue to evolve and develop.
−Removed: If we do not comply with these laws or regulations or if we become liable under these laws or regulations due to the
−Removed: failure of our customers to comply with these laws by obtaining the recipient’s proper consent, we could face direct liability.
+Added: If we do not comply with these laws or regulations or if we become liable under these laws or regulations due to the failure of our customers to comply with these laws by obtaining the recipient’s proper consent, we could face direct liability.
VoIP Regulation .
Some of our communications services provided through our software APIs may qualify as Voice-over Internet Protocol (“VoIP”).
−Removed: The FCC has imposed various regulatory requirements on VoIP providers that previously applied only to traditional telecommunications providers, such as obligations to provide 911 functionality, to contribute to the federal universal service fund, to comply with regulations relating to local number portability, to abide by the FCC’s service discontinuance rules, to contribute to the Telecommunications Relay Services fund and to abide by the regulations concerning Customer Proprietary Network Information, outage reporting, access for persons with disabilities and the Communications Assistance for Law Enforcement Act.
+Added: The FCC has imposed various regulatory requirements on VoIP providers that previously applied only to traditional telecommunications providers, such as obligations to provide 911 functionality, to contribute to the federal universal service fund, to comply with regulations relating to local number portability, to abide by the FCC’s service discontinuance rules, to contribute to the Telecommunications Relay Services fund and to abide by the regulations concerning Customer Proprietary Network Information, outage reporting, access for persons with disabilities, the Communications Assistance for Law Enforcement Act and expanded obligations with respect to the transmission of emergency calls.
In some instances, these regulations indirectly affect us because they directly apply to our customers.
−Removed: Several state public utility commissions are conducting regulatory proceedings that could affect our rights and obligations, or the rights and obligations of our customers, with respect to IP-based voice applications.
−Removed: Specifically, some states have taken the position that the “local” component of VoIP service is subject to traditional regulations applicable to local telecommunications services, such as the obligation to pay intrastate universal service fees.
+Added: Additionally, several state public utility commissions are conducting regulatory proceedings that could affect our rights and obligations, or the rights and obligations of our customers, with respect to IP-based voice applications.
+Added: Specifically, some states have taken the position that the “local” component of VoIP service is subject to traditional regulations applicable to local telecommunications services, such as the obligation to pay intrastate universal service fees and other state-related telecommunications taxes, fees and surcharges.
We cannot predict whether the FCC or state public utility commissions will impose additional requirements, regulations or charges upon our provision of services related to IP communications.
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The methodology by which carriers have compensated one another for exchanged traffic, whether it be for local, intrastate or interstate traffic, has been under review by the FCC for over a decade and continues to be subject to on-going reform efforts.
−Removed: In November 2011, the FCC released its Universal Service Fund/Intercarrier Compensation Transformation Order (the “USF/ICC Transformation Order”).
−Removed: Along with addressing other matters, the USF/ICC Transformation Order established a prospective intercarrier compensation framework for terminating switched access and VoIP traffic.
−Removed: Under the USF/ICC Transformation Order and subsequent related FCC orders, most terminating switched access charges and all reciprocal compensation charges were capped at then-current levels, and were reduced to zero over, as relevant to us, generally a six-year transition period that began July 1, 2012.
+Added: In its November 2011 Universal Service Fund/Intercarrier Compensation Transformation Order (the “USF/ICC Transformation Order”) and subsequent related FCC orders, most terminating switched access charges and all reciprocal compensation charges were capped at then-current levels, and were reduced to zero over, as relevant to us, generally a six-year transition period that began July 1, 2012.
Pursuant to the USF/ICC Transformation Order, VoIP, while remaining unclassified as either an information or a telecommunications service, was prospectively categorized as either local or non-local traffic.
−Removed: If “local,” then VoIP traffic is subject to reciprocal compensation;
−Removed: if “non-local,” then it is subject to interstate rates, thus eliminating any intrastate access rate applicable to VoIP.
−Removed: The USF/ICC Transformation Order did not address the treatment of VoIP retroactively.
−Removed: During 2015, the FCC issued clarifications concerning the rating of VoIP traffic that were favorable to us.
−Removed: Those clarifications were appealed, and in November 2016 the appellate court vacated the FCC’s 2015 clarification and ruled that additional action by the FCC is required.
−Removed: On December 17, 2019, t he FCC issued an order that further revised its interpretation of the VoIP symmetry rule.
−Removed: The FCC now concludes that local exchange carriers (“LECs”) may assess end office switched access charges only if the LEC or its VoIP partner provides a physical connection to the last-mile facilities used to serve an end user.
−Removed: If neither the LEC nor its VoIP partner provides such a physical connection, the LEC may not assess end office switched access charges because it
−Removed: is not providing the functional equivalent of end office switched access.
+Added: On December 17, 2019, t he FCC issued an order that concludes that local exchange carriers (“LECs”) may assess end office switched access charges only if the LEC or its VoIP partner provides a physical connection to the last-mile facilities used to serve an end user.
+Added: If neither the LEC nor its VoIP partner provides such a physical connection, the LEC may not assess end office switched access charges because it is not providing the functional equivalent of end office switched access.
The FCC also decided to give its order retroactive effect.
We cannot predict the impact on our business, including whether other carriers will agree with our legal interpretations and treatments, at this time.
+Added: In a Report and Order released on October 9, 2020 the FCC adopted new rules governing various aspects of the intercarrier compensation structure applicable to toll free (8YY) calls (“8YY Originating Access Reform Order”) .
+Added: The new 8YY originating access rules took effect on December 28, 2020.
+Added: The new rules will shift most switched access charges for 8YY calls to a bill-and-keep framework over a three-year period.
+Added: Emergency Services.
+Added: Pursuant to Federal legislation called Ray Baum’s Act and Kari’s Law, the FCC has adopted new emergency calling regulations that began to take effect in early 2020 and will continue to take effect through January 2022.
+Added: The new FCC rules adopted pursuant to Ray Baum’s Act and Kari’s Law govern the configuration of customer equipment and transmission of emergency calls in variety of different settings have and will take effect.
+Added: The rules address the obligations of communication service providers and software providers, like us, as well as equipment installers, managers and operators of a variety of different types of communications systems.
+Added: Generally, the rules require uniformity in dialing patterns for contacting emergency operators, implementing central notification functionalities, and rules governing the transmission of more precise location information in enterprise or campus environments.
+Added: The granularity of the location information depends on the type of service.
+Added: For example, fixed and nomadic VoIP services that can only be used within a certain location have different requirements than nomadic services that can be used both within and outside of certain locations.
+Added: There is some ambiguity in the rules as to the specific obligations of each party involved in the service delivery chain and the rules have not been interpreted by the FCC or a court due to their recent promulgation and, in some cases, some of the rules are not yet effective.
+Added: To the extent that we do not comply with these rules for any reason, we may be subject to enforcement actions by the FCC, other federal agencies as well as state agencies.
+Added: We could also be subject to personal liability claims in certain instances.
State Telecommunications Regulation
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A portion of our traffic may be classified as intrastate telecommunications and therefore subject to state regulation.
−Removed: We are authorized to provide competitive local exchange telecommunications services in 49 states and the District of Columbia, and thus are subject to these additional regulatory regimes.
+Added: We are authorized to provide competitive local exchange telecommunications
+Added: services in 49 states and the District of Columbia, and thus are subject to these additional regulatory regimes.
Changes in applicable state regulations could affect our business.
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International
−Removed: As we expand internationally, we also become subject to telecommunications laws and regulations in the foreign countries where we offer our products.
−Removed: To date, we have concentrated our efforts in Europe, including the United Kingdom.
−Removed: The European Regulatory Framework.
+Added: As we have expanded internationally, we have become subject to telecommunications laws and regulations in the non-US jurisdictions where we offer our services.
+Added: Prior to our November 2020 acquisition of Voxbone, we concentrated our efforts in Europe, including the United Kingdom.
+Added: Following our November 2020 acquisition of Voxbone, we became subject to telecommunications laws and regulations in other non-US jurisdictions where we offer our services.
+Added: The European Electronic Communications Code.
In 2002, the European Council adopted a set of six directives to create the framework for telecommunication laws in Europe (the “2002 Directives”).
−Removed: The directives are binding upon the European Union member states, which must adopt implementing national laws consistent with the directives.
+Added: The directives are binding upon the European Union (the “EU”) member states, which must adopt implementing national laws consistent with the directives.
The 2002 Directives included the Framework Directive, the Authorization Directive, the Access Directive, the Universal Service Directive and the E-Privacy Directive, each of which applies or will apply to us.
−Removed: In 2009 the European Council adopted two directives that amended the Framework Directive, the Authorization Directive, the Access Directive, the Universal Service Directive and the E-Privacy Directive (the “2009 Directives”).
−Removed: The Framework Directive .
−Removed: The Framework Directive describes the European regulatory framework and defines terms.
−Removed: The Framework Directive also mandates the independence of the national regulatory authorities (the “NRAs”) to ensure the proper administration and exercise of power.
−Removed: The Framework Directive also establishes the principles governing the management of telephone numbers.
−Removed: The Authorization Directive .
−Removed: The Authorization Directive creates the rules governing the provision of electronic communications networks and services.
−Removed: The Authorization Directive generally eliminates licensure requirements, except where necessary with respect to the allocation of spectrum and telephone numbers.
−Removed: The Access Directive .
−Removed: The Access Directive establishes a uniform framework for the regulation of access to and the interconnection of electronic communications networks.
−Removed: The Access Directive also outlines the relationships among suppliers of network and services, including principles to govern contractual relationships and regulatory involvement by the NRAs as necessary.
−Removed: The Access Directive effectively governs the relationships among service providers at a wholesale level.
−Removed: The Universal Service Directive .
−Removed: The Universal Service Directive governs the provision of electronic communication networks and services to end users.
−Removed: The Universal Service Directive seeks to ensure that end users
−Removed: have access to a minimum set of services.
+Added: In 2009 the European Council adopted two directives that amended the Framework Directive, the Authorization Directive, the Access Directive, the Universal Service Directive and the E-Privacy Directive (the “2009 Directives”), which the European Council repealed and replaced with the European Electronic Communications Code (the “EECC”).
+Added: The EECC contemplated a December 2020 deadline for each of the EU member states to implement national laws consistent with the EECC, although most member states have not adopted implementing legislation.
+Added: Part I of the EECC – The Framework .
+Added: Part I of the EECC describes the European regulatory framework and defines terms.
+Added: Part I of the EECC also mandates the independence of the national regulatory authorities (the “NRAs”) to ensure the proper administration and exercise of power.
+Added: Part I of the EECC also foresees the rules governing the provision of electronic communications networks and services.
+Added: Part II of the EECC – Networks .
+Added: Part II of the EECC establishes a uniform framework for the regulation of access to and the interconnection of electronic communications networks, including spectrum licensing.
+Added: Part II of the EECC also outlines the relationships among suppliers of network and services, including principles to govern contractual relationships and regulatory involvement by the NRAs as necessary.
+Added: Part II of the EECC effectively governs the relationships among service providers at a wholesale level and defines the principle of market analysis and significant market power, and related termination rates.
+Added: Part III of the EECC - Services .
+Added: Part III of the EECC governs universal service obligations and the provision of electronic communication networks and services to end users.
+Added: Part III of the EECC seeks to ensure that end users have access to a minimum set of services, including access to emergency services.
However, the minimum set of services is not required to be provided by all providers.
Instead, the applicable NRAs may designate one or more companies to achieve the universal service in each country.
+Added: It also establishes the principles governing the management of telephone numbers and the licensure requirements for the allocation of telephone numbers.
+Added: Part III of the EECC - Services .
+Added: Part III of the EECC governs universal service obligations and the provision of electronic communication networks and services to end users.
+Added: Part III of the EECC seeks to ensure that end users have access to a minimum set of services, including access to emergency services.
+Added: However, the minimum set of services is not required to be provided by all providers.
+Added: Instead, the applicable NRAs may designate one or more companies to achieve the universal service in each country.
+Added: It also establishes the principles governing the management of telephone numbers and the licensure requirements for the allocation of telephone numbers.
The E-Privacy Directive .
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Implementing National Legislation .
−Removed: Each of the European Union member states has adopted national legislation to implement the 2002 Directives and the 2009 Directives.
−Removed: The 2002 Directives and the 2009 Directives ensure substantial similarities among nations, but not absolute uniformity.
+Added: The directives of the European Council ensure substantial similarities among nations, but not absolute uniformity.
+Added: Each of the EU member states must adopt national legislation to implement the directives of the European Council.
United Kingdom .
−Removed: The United Kingdom (“U.K.”) departed from the European Union (“EU”) in January 2020.
−Removed: We understand that the transition period contemplated by the withdrawal agreement governing the U.K.’s departure from the EU provides that EU law will continue to apply in and in relation to the UK only through December 2020.
−Removed: Thereafter, the Framework Directive and the implementing Directives will no longer directly apply in the U.K.
−Removed: We do not anticipate considerable changes, however, since the Framework Directive and the implementing Directives have previously been transposed into U.K.
+Added: The United Kingdom (“U.K.”) departed from the EU in January 2020.
+Added: We understand that the transition period contemplated by the withdrawal agreement governing the U.K.’s departure from the EU provided that EU law applied in and in relation to the UK only through December 2020.
+Added: Thereafter, the EECC will no longer directly apply in the U.K.
+Added: We do not anticipate considerable changes, however, since the EECC has been transposed into U.K.
+Added: law as of December 2020.
+Added: Other Non-US Jurisdictions.
+Added: Following our November 2020 acquisition of Voxbone, we became subject to telecommunications laws and regulations in other non-US jurisdictions where we offer our services.
+Added: These laws and regulations may concern telecommunications, as well as privacy, data protection, intellectual property, competition, consumer protection, taxation or other subjects.
Corporate Information
13 unchanged sentences
Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.