Case Study: Payoneer achieves personalized, scalable global customer service with Oracle CX Service

Payoneer delivers individual experiences on a global scale

Payoneer is a New York–based fintech that helps freelancers and small businesses send and receive cross-border payments in 150 currencies and 70 languages. As the company scaled from a 30-person support team to 320 agents serving millions of customers across multiple countries, its use of four disparate service apps hindered consistency, localization, and efficient handling of growing inquiry volumes.

Payoneer adopted Oracle CX Service to unify workflows, integrate marketing and BI data, and automatically route customers to the best-trained, language-matching agents. The platform delivers personalized automated email responses (about 70% of inquiries), routes complex cases to expert agents, and equips agents with a multilingual knowledgebase of 600+ articles and self‑service resources—improving speed, localization, and scalability of customer support.

Payoneer

Natalie Margolin

Vice President of Customer Care