Case Study: Finax achieves compliant, scalable multi-market phone support with CloudTalk

Increasing Efficiency and Customer Satisfaction for Finax

Finax, a fast-growing online investment platform serving 15,000 clients across five CEE markets and managing €100M in capital, needed to give customers quick, reliable access to native-language phone support while meeting strict financial regulations for call recording and data storage. To solve this, Finax selected CloudTalk, leveraging features such as Call Recording, International Numbers and API connectivity to ensure compliant, multilingual phone coverage and integration with existing systems.

CloudTalk enabled Finax to spin up a cloud contact center quickly with Call Flow Designer, voicemail, Call Monitoring, Call Tagging and CDXP integration, while preserving recordings for regulatory and training use. In the past 12 months Finax handled 13,000+ inbound/outbound calls totaling 41,000+ minutes across 10 international numbers, improved remote onboarding and supervisor coaching, and gained actionable analytics (including Emotion Analytics) — all delivered via CloudTalk.

Finax

Jan Tonka

Head of Front Office