Finax is an online investment platform serving 15,000 clients across 5 markets, managing 100 million euros in capital. When they needed to meet strict regulatory requirements, serve multiple markets with local phone numbers, and shift their entire team to remote operations overnight, CloudTalk made all three possible. In just 3 months, Finax handled 13,000+ client calls across 10 international numbers — and did it without missing a beat.
About Finax
Finax is an online investment platform built around one idea: making smart, long-term investing accessible to everyone. With 15,000 clients across 5 markets and 100 million euros of capital under management, they operate at a scale where trust isn’t optional — it’s the product.
For their clients, that trust lives on the phone. No matter how capable the chat or email experience, the moment a client has a real question about their money, they pick up the phone. Finax built their support infrastructure around that reality.
Challenge
When Regulatory Rules and Client Expectations Both Demand a Phone
Running an investment platform across multiple markets creates two pressures at once. On the client side, people expect to reach a real person — and ideally one who speaks their language. On the regulatory side, Finax was required to store call recordings of customer interactions as a condition of operating in financial markets.
A single generic phone line wasn’t going to cover either need. Finax needed local numbers in each market, native-language support, and a system that could record and store every call automatically.
Then the pandemic hit — and a third pressure appeared: the entire team needed to move to remote operations, immediately.
Solution
10 Numbers, 5 Markets, One Platform
Finax had adopted CloudTalk for its call recording capability, API access, and international number support. When COVID-19 forced the shift to remote work, those same features became the backbone of a rapid pivot. The team stood up a full cloud contact center in a matter of hours — no hardware, no office dependency, no delay.
With 10 international numbers consolidated into CloudTalk, each market had a local line and a local voice. Calls were recorded automatically to meet regulatory requirements. And when new agents joined, the learning curve was short: senior reps’ recordings became a training library, while the Call Monitoring feature let managers join live calls and coach agents in real time without the caller knowing.
Managers also gained something they hadn’t had before: visibility. CloudTalk’s analytics surfaced data on top performers, the busiest lines, peak times, and most active call groups. Emotion Analytics added another layer, tracking caller sentiment to help the team understand not just what was being said, but how clients were feeling.
Results
13,000+ Calls. 10 Numbers. Three Months.
The numbers tell a clear story. In just 3 months after going fully remote:
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13,000+ client calls handled across inbound and outbound
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41,000+ minutes spent on the phone with clients (22,000+ inbound, 19,000+ outbound)
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10 international numbers active across 5 markets
Onboarding new agents was smooth. The system worked the same from home as it had in the office. And managers stayed close to the team through call monitoring and real-time analytics — without needing to be in the same room.
The bigger shift was structural. Finax moved from a phone setup built for a single office to one built for a distributed, multi-market team — without losing the regulatory compliance or the local presence their clients expected.
