2025 Blog inner Case Studies

Progress bar
0%

Moving voice to the cloud enables seamless scalability

Solution Areas

Transition Voice to the Cloud
Industry

FinTech
Company Size

Mid-Size
Region

Global

Flutterwave is a payment technology company headquartered in San Francisco, California, built on the goal of empowering African businesses within and outside the continent to make and receive payments seamlessly. As a leading payment processor addressing the historically fractured payment landscape in Africa, Flutterwave has established itself as the only payment company operating at scale across the continent.

The Challenge: Evolving from B2B to Omnichannel Customer Experience

Business Model Evolution

Founded in 2016, Flutterwave initially focused exclusively on enterprise businesses with a B2B customer experience model.

As the company expanded into small and medium businesses (SMBs) around 2020 and subsequently moved into the retail/consumer space with remittance services, their customer experience strategy required fundamental transformation.

OPERATIONAL CHAOS

The Customer Experience Shift

The expansion into B2C markets created new challenges:

The expansion into B2C markets created new challenges:
Scale Requirements: Managing thousands of consumer interactions versus hundreds of enterprise accounts
Trust Building: African consumers' preference for human interaction due to trust considerations in financial services
Regulatory Compliance: Requirements for local phone numbers across multiple
African countries

The Solution: Cloud-Based Voice Infrastructure with AVOXI

Flutterwave partnered with AVOXI to implement a comprehensive cloud voice solution addressing three core use cases:

Inbound Customer Support

Robust IVR system routing customers to agents with appropriate language skills and expertise
Trust-building through human interaction is critical in African financial services
Skills-based routing ensures customers reach qualified specialists

Outbound Revenue Generation

Proactive campaigns for upselling and cross-selling
Customer reactivation initiatives
Account recovery and retention programs
Transforming CX from a cost center to a revenue generator

Omnichannel Integration

Unified view of customer interactions across all channels
Complete customer journey visibility for agents
Seamless integration with CRM systems

"Africans are big on 'I want to talk to somebody,' because of the trust deficits... The fact that you can call into a number, you can hear 'welcome, thank you for calling Flutterwave'... gives you some level of trust."

— Oluwaseun Olatunde, CX Manager, Flutterwave

Key Selection Criteria for AVOXI

Flutterwave partnered with AVOXI to implement a comprehensive cloud voice solution addressing three core use cases:

Service Reliability: Minimal downtime, ensuring seamless communication between support teams and customers

Omnichannel Capabilities: Single-view customer management regardless of interaction channel, providing agents with complete history and context

Regional Coverage: Local phone numbers across multiple African countries to meet regulatory requirements and establish local presence

Continuous Evolution Philosophy

Centralized Operations Management

Unified Monitoring: Centralized oversight of all phone numbers across 34+ countries, enabling data-driven resource allocation and regional support planning
Streamlined Administration: Easy setup and management of new numbers, users, and regional expansions through a cloud-based platform
Scalability: Flexible licensing allowing rapid scaling up or down based on business needs, with immediate cost optimization

Enhanced Customer Experience

Multi-generational Support: Accommodating preferences across different customer segments, from millennials preferring chat to traditional customers requiring voice interaction.
Trust Building: Establishing credibility through local phone numbers and human interaction, crucial for financial services adoption in African markets,
Reduced Customer Effort: Streamlined support processes with complete interaction history available to agents.

So those were the major things for us...service reliability, omni-channel capabilities, and...local numbers across various regions.

Oluwaseun Olatunde CX Manager, Flutterwave

Looking Forward: AI-Powered Customer Experience

2025 Strategic Initiatives

Service Reliability: Implementing AI capabilities to enable faster issue resolution and reduce customer friction.

Support Automation: Doubling down on automation for routine customer tasks, following the principle that "anything a support agent can do with a click, customers should be able to do themselves."

Dual AI Strategy:

Customer-facing AI: Already implemented and continuously improving for direct customer support
Agent-assist AI: Emerging focus on helping agents provide faster, more accurate responses