Case Study: a financial technology company reduces contact center labor costs with IntelePeer CPaaS and SIP Trunking

a financial technology company handles up to 5,000 concurrent calls with IntelePeer

A financial technology services company was facing a challenge with its contact center, where agents were overwhelmed by up to 500 concurrent calls during peak volume for basic tasks like card activations. To enhance operations and reduce agent talk time, the company turned to IntelePeer's CPaaS and SIP Trunking services.

IntelePeer implemented its SmartFlows automation and Voice services to enable customer self-service for card activation and balance checks. This solution significantly reduced labor costs by cutting headcount needs and improved the customer experience by allowing clients to manage accounts without an agent. IntelePeer's platform also provided critical security and reliability with encryption and geographic redundancy, successfully handling up to 5,000 concurrent calls.