A fast-scaling fintech company providing lending and financial services faced increasing pressure to deliver real-time customer support. With 80,000+ monthly inbound calls, their existing system struggled to handle high volumes efficiently.

During peak hours, over 30% of calls were missed, leading to lost opportunities, poor customer experience, and declining trust. The lack of a unified system across channels further complicated operations.

To solve this, the company partnered with Tollanis to deploy a cloud-based omnichannel contact center solution with AI-powered automation and a virtual workforce model.

“We moved from missed calls and long wait times to a fully responsive, always-on contact center.”

A Challenge Rooted in Volume, Missed Calls, and Inefficiency

The company faced critical challenges typical of high-growth financial service providers:

• 30%+ missed calls during peak hours

• Long hold times impacting customer satisfaction

• Disconnected communication across voice, chat, and email

• Inefficient outbound follow-up processes

• Overloaded agents handling repetitive queries

These issues highlighted the need for a scalable inbound contact center solution combined with efficient outbound contact center services.

Tollanis Powers an Always-On Omnichannel Contact Center

Inbound Contact Center Solutions (High-Volume Handling)

• Handles thousands of simultaneous calls with zero delay

• AI-driven call routing and real-time query resolution

• Eliminates missed calls and long wait times

Outbound Contact Center Solutions

• Automated follow-ups, reminders, and engagement workflows

• Improves customer retention and response rates

• Reduces manual effort and operational load

Virtual Contact Center Solutions (Remote Model)

• Distributed workforce ensures 24/7 availability

• No dependency on physical infrastructure

• Instantly scalable during peak demand periods

Omnichannel Contact Center Platform

• Unified experience across voice, chat, and email

• Consistent messaging and faster resolution

• Centralized reporting and performance insights

The Results: Measurable Gains in Service and Reliability

With Tollanis’ cloud contact center services, the company achieved:

• Near-zero missed calls across all peak periods

• 65% reduction in manual query handling through AI

• 30% faster resolution time across channels

• Improved customer satisfaction and engagement rates

• Increased efficiency without increasing operational costs

The Bottom Line

By implementing a virtual, AI-powered omnichannel contact center solution, the company transformed its support operations into a reliable, scalable, and always-on customer engagement system.

Tollanis delivered a solution that not only eliminated missed calls but also positioned the company with one of the best contact center solutions for high-growth businesses in competitive markets.