Case Study: Vonetize improves customer support and global CDN strategy with Nice People At Work's YOUBORA

How Vonetize Uses YOUBORA to Support Their Customers and Explore New Markets

Vonetize, a provider of premium content services and technology platforms, faced the challenge of delivering top-quality video to a global user base. They needed to understand performance across various countries and CDN partners to optimize their customer support and ensure a high quality of experience, as their lack of user-level data was leading to excessive escalations to engineering support. To address this, they worked with vendor Nice People At Work and implemented their YOUBORA Analytics solution with its SmartSwitch module.

The solution from Nice People At Work provided Vonetize with real-time user-level insights and CDN metrics. This empowered their first-line customer support to resolve issues independently, drastically reducing the number of tickets escalated to second and third-level support and cutting support costs. Furthermore, the data allowed Vonetize to optimize its CDN strategy for entering new international markets, helping them navigate specific local challenges like ISP congestion in Brazil.

Vonetize

Tito Leguisamo

Chief Operating Officer