Case Study: Vimeo achieves scalable, reliable 24/7 customer support with Twilio

Livestream Scales Customer Happiness with Twilio

Livestream, a leading live video platform streaming over one billion minutes monthly and partnering with outlets like Facebook and The New York Times, needed a reliable, flexible contact center to support rapid international growth and a premium customer base. With rising global sales and support teams and the need to handle heavy, time-sensitive call volumes, they required scalable call routing, IVR, and minute‑by‑minute control of routing logic and messages.

Using Twilio Voice APIs, Livestream provisioned local numbers, built IVR flows, implemented masked numbers and omni‑channel routing, and added authentication and time‑of‑day controls to meet changing needs. The solution launched quickly with no upfront costs, scaled reliably during peak events, and helped support their large user base—serving 40M monthly viewers, 500K recurring event producers, and 1K+ events viewed each month—while improving customer support responsiveness.

Vimeo

Ben Homer

Director of Customer Support