Bulletproof Broadcast Connectivity Ensures Success for Intercom’s Hybrid Pioneer Event

Overview

• Industry: Customer Service Technology, Artificial Intelligence, Events & Broadcasting
• Objective: Guarantee uninterrupted, high-quality live streaming and event connectivity for Intercom’s flagship hybrid event, enabling a global audience to experience the launch of their latest AI tools.
• Context: The Pioneer summit brought together in-person and online attendees, demanding enterprise-level network resilience to deliver presentations, interactive sessions, and real-time engagement without technical disruption.
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Challenge

• Venue Limitations: The in-house fibre connection was prone to bandwidth saturation, posing a serious risk to live stream stability and audience engagement.
• High Stakes: As Intercom’s major AI product launch, even brief connectivity interruptions could undermine the broadcast and brand reputation.
• Hybrid Event Complexity: Required parallel, reliable connectivity for both on-site teams and remote audiences across multiple digital channels.
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Solution

• Bonded 5G Backup Network: Installed a dedicated, bonded 5G infrastructure providing high-capacity redundancy independent of venue fibre.
• Real-Time Failover Management: Implemented intelligent load balancing and automatic failover to maintain continuous data flow during fibre instability.
• Network Augmentation & Isolation: Segregated critical broadcast traffic from the venue’s shared WiFi, ensuring bandwidth was prioritised for streaming and event management systems.
• On-Site Engineering Support: Provided real-time monitoring and technical oversight to maintain broadcast integrity throughout the event.
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Outcome

• Uninterrupted Global Broadcast: The bonded 5G network sustained flawless live streaming when the primary fibre link failed.
• Mission-Critical Reliability: Protected Intercom’s product launch from technical disruption, allowing a seamless viewing experience for global attendees.
• Enhanced Confidence: Enabled Intercom’s team to deliver with certainty, knowing the event’s most critical component — connectivity — was secure and redundant.
• Operational Insight: Demonstrated how proactive network augmentation can prevent broadcast failure, setting a benchmark for hybrid event reliability.
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Highlights

• Bonded 5G deployment ensuring continuous live streaming performance.
• Real-time failover activated during venue fibre failure — zero broadcast downtime.
• Isolated, prioritised network traffic for high-quality hybrid event delivery.
• On-site technical support guaranteeing mission-critical stability.