Case Study: Wix achieves scalable customer support for 70M users and 2,000 daily calls with Twilio

Wix supports 70M users with WebRTC

Wix, the DIY website platform serving more than 70 million users across 190 countries, needed a scalable, customizable call center to support rapid growth and turn customer conversations into product improvements. The company had outgrown an off‑the‑shelf solution and required real‑time caller recognition, robust logging and categorization, and the ability to handle rising call volumes (from tens to thousands per day) while linking issues to support content and engineering teams.

Wix implemented a custom call center built on Twilio Voice and Twilio Client in six weeks, adding IVR, CTI, browser‑based calling, online scheduling, multilingual queues, and detailed call logging. The platform now powers two U.S. centers with 120 agents, handles up to ~2,000 calls daily (40–50 per agent), reliably captures feedback for product and bug fixes, and gives Wix the operational flexibility to scale and improve the customer experience.

Wix

Rob Rush

Product Manager