Summary
Unzer replaced five disconnected phone systems with CloudTalk’s all-in-one solution, streamlining support across 20+ teams in multiple countries. The result? Easier onboarding, higher agent satisfaction, and a measurable boost in return-call rates.
About Unzer
A modern fintech platform powering cross-border commerce
Unzer is a fast-growing Germany-based fintech group offering payment infrastructure for merchants across Europe. Their platform powers secure, seamless transactions across channels—from in-store terminals to e-commerce checkout. With customers in multiple countries and languages, Unzer’s support teams must respond quickly, professionally, and consistently—no matter the region.
While their customer base and internal teams were expanding, the backend systems hadn’t kept up. Phone operations in particular were fragmented across countries, creating strain on both support staff and IT.
We didn’t have a developer team managing phones full-time, so we needed something powerful—but also simple enough for non-programmers to run day-to-day.
Problem
From five systems to one: Fixing fragmentation and complexity
Before CloudTalk, Unzer’s support operation was split across five different legacy phone systems—each serving different countries and teams. This patchwork setup created daily frustrations for both agents and IT. Managing workflows, integrating with CRMs, and scaling across teams became increasingly difficult.
Unzer’s core requirements were clear:
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One platform to replace fragmented tools
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A setup that non-technical admins could manage
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Native CRM integrations for faster issue resolution
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Scalable structure to support multiple teams, countries, and languages
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A solution agents would actually enjoy using
We came from five legacy phone systems, and dealing with calls used to be painful. But when we showed agents CloudTalk for the first time, they said: ‘Wow — can we integrate it tomorrow?’ We even onboarded more agents than planned because people loved using it.
Evaluation
A hands-on partner with the right mix of features and support
When Unzer set out to replace their phone systems, they ran structured evaluations with five different vendors. They compared tools based on implementation support, CRM integrations, user experience, and overall value.
CloudTalk stood out for two key reasons:
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A fully featured telephony platform that didn’t require coding expertise
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A responsive onboarding team that helped tailor the setup to Unzer’s needs
We looked at many solutions, but CloudTalk stood out in how supportive and flexible the team was. They listened to our needs, helped us think through integrations, and offered a very reasonable price.
From setup to rollout, CloudTalk’s team acted as a true partner—guiding decisions and making sure the system was ready to scale across countries and departments.
Solution
Scalable inbound support, built for multiple teams and countries
Unzer’s CloudTalk rollout focused on inbound support across 20+ teams, each operating in different countries and languages. The team implemented features that made agents’ daily work easier while giving team leads more visibility and control.
Key capabilities included:
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CRM integrations to auto-log customer details and open support tickets
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Real-time dashboards so leads can monitor queues and live call activity
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Missed call tracking to boost return-call rates and prevent missed opportunities
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Multi-CRM support, enabling seamless use of two platforms in parallel
Most of our agents handle inbound calls. Now, they immediately see who’s calling, open the customer record, and can follow up later using logged ticket data. It’s made daily work much easier.
The rollout was smooth, scalable, and required minimal technical overhead—exactly what Unzer’s IT team needed to support a growing international operation.
Results
Happier agents, smoother onboarding, and better visibility
Since switching to CloudTalk, Unzer has seen measurable improvements across teams, tools, and workflows. What started as a telephony upgrade turned into a major step forward in agent experience and operational consistency.
Key outcomes include:
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5 separate systems replaced with a single CloudTalk platform
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20+ teams onboarded across multiple countries and languages
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Improved agent satisfaction thanks to ease of use
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Boosted return-call rates enabled by missed call tracking
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Simplified training and onboarding for new hires
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Real-time dashboards for faster decision-making and performance tracking
Team leads now monitor live activity, escalate tickets faster, and optimize team performance without waiting on developer support. And because agents find the system intuitive and flexible, adoption has exceeded expectations.
Takeaway
A unified system agents love using
For Unzer, CloudTalk didn’t just replace outdated tech—it transformed the way teams work. The system’s ease of use, flexible setup, and hands-on support turned a complex migration into a smooth rollout.
The onboarding was smooth, the system is easy to teach, and even our agents who aren’t tech-savvy adapted quickly. People were happy, and that made us happy too.
By consolidating tools and creating clarity for both agents and managers, CloudTalk has become a key part of Unzer’s support strategy—one that’s built to grow with them.
