Banking, financial services and insurance
Customer calls, branch phones and recordings on one platform you control
Banks, NBFCs, insurers and other BFSI (banking, financial services and insurance) businesses live on phone calls: account and loan queries, policy renewals, EMI reminders, claims and complaints. Customers expect a person who can see their record, and the business needs every call recorded, findable and kept safe. BitVoice builds and supports the whole stack: Voxdial Contact Center for the service desk, the TEC certified Voxdial IP PBX for head office and branches, and AI voice agents as backup when every agent is busy.
Inbound service deskCRM click to callScreen pop on every callCall recording with access controlOn-premise deploymentRenewal and EMI remindersBranch phone systemMissed-call callbacksSupervisor listen and whisperISO 27001 company
What BitVoice does for BFSI
Faster answers, complete records, data on your own servers
Six things financial services teams ask us for, and how the Voxdial platform delivers each one.
A service desk where people answer first
Calls go to queues for accounts, loans, cards or claims on Voxdial Contact Center, with agent priority 1 to 9. When no agent is free, a BitVoice AI voice agent can help and hand the caller back to the next free agent with a summary.
The customer record opens with the call
Your web-based CRM or loan system opens inside the agent console. The caller’s record pops up on incoming calls, and any phone number in it can be dialled with one click. See click to call CRM integration.
Every conversation recorded and findable
Switch recording on per route, ring group or queue. Find a call by number, date, type or outcome, and let only users with recording access play or download it. Read call recording for business.
Call data stays on your servers
Run Voxdial on-premise, so call records and recordings stay on servers you control. Back up to your own storage, and review the activity log of every admin change.
Renewals and reminders that reach people
Agents call your own customers for renewals and follow-ups from the CRM with lead forms and dispositions. BitVoice AI voice agents can make EMI and renewal reminder calls in 22 Indian languages.
Every branch on one phone system
Branches dial each other by extension and transfer customers between sites. Set up and watch every branch from one console. Read multi-branch office phone system.
Contact centre for financial services
A service desk that knows the customer before saying hello
Customers calling a bank or insurer want an answer, not a transfer. Voxdial Contact Center routes each call to the right team and opens the customer’s record on the agent’s screen as the call arrives. Agents work in one desktop console with a built-in softphone, your CRM, and WhatsApp chats and calls.
Callers who hang up in the queue are not lost. Each missed caller is listed once with how many times they called, and auto callback dials them back when an agent is free, within the hours you set. For outbound work, agents call your own customers from lists or the CRM, with automatic dialling modes available only where your calling policy allows. Read missed call management in a call centre.
✓ Queues per product line, with timed queue actions
✓ VIP levels so priority customers reach an agent first
✓ Lead forms, custom fields and dispositions for every call
✓ Live wallboard: service level, answer and abandon rates
✓ Supervisor listen, whisper and barge for coaching
✓ WhatsApp chats and calls in the same agent console
Calls, AI and WhatsApp together
Service on the phone and on WhatsApp, with AI for reminders
Agents answer first, with the customer record on screen. A BitVoice AI voice agent covers busy times and reminder calls, and WhatsApp handles quick questions and updates.
- Step 1Customer calls
On your service number or as a WhatsApp call. Both reach the same queues.
Voxdial Contact Center - Step 2Agent answers first
The call goes to the right product queue and the customer’s CRM record opens on screen.
CRM screen pop - No agent free?AI voice agent helps
It answers routine questions, such as branch timings and documents needed, in 22 Indian languages, then passes the call to the next free agent with a summary.
BitVoice AI Agents - Any timeWhatsApp service
A chatbot with AI intent detection answers common questions and hands the chat to an agent. Your CRM can send updates through the HTTP API.
Social Media Platform - Due datesReminder calls
AI voice agents call your own customers with EMI and renewal reminders in their language, and pass anyone who needs help to an agent.
BitVoice AI Agents
See BitVoice AI Agents and the WhatsApp Business API platform, both built by BitVoice and connected to Voxdial.
Security and control
What a BFSI phone system must protect, and how Voxdial does it
| BFSI need | Voxdial feature |
|---|---|
| Keep call data in-house | On-premise deployment; recordings stored on your own servers |
| Limit who hears recordings | Play and download only for users with recording access |
| Prove what was said | Recording per route, ring group or queue, searchable call reports, Excel export |
| Stop toll fraud | Class of service per extension, route PINs, secure TLS and SRTP, no anonymous SIP calls |
| Audit admin changes | Activity log of every sign-in, add, edit and delete, with user, time and IP address |
| Survive a failure | Scheduled backups to local disk, S3, SFTP or FTP, with retention and email alerts |
| Pass vendor checks | TEC certified Voxdial IP PBX; BitVoice is an ISO 27001 certified company |
Read PBX security and toll fraud for a full checklist.
How it works
Setting up a BFSI contact centre with BitVoice
01
Map your call flows
We map numbers, IVR, queues per product, recording rules and CRM screens with your operations and IT teams.
02
Deploy where you choose
On-premise in your own data centre, connected to SIP trunks, PRI lines and your branches.
03
Go live with support
We train agents and supervisors, and our own engineers support you 24X7 by phone, email and WhatsApp.
BFSI contact centre FAQs
What does BitVoice offer banks, NBFCs and insurers?
Voxdial Contact Center for customer service and renewals, the TEC certified Voxdial IP PBX for head office and branches, BitVoice AI voice agents as backup and for reminder calls, and the WhatsApp Business API platform. BitVoice builds and supports all of it.
Can call recordings stay on our own servers?
Yes. Voxdial can run on-premise, so call records and recordings stay on servers you control. Backups go to the storage you choose, such as local disk, S3 or SFTP.
Does it work with our CRM or loan system?
Yes. Any web-based CRM opens inside the Voxdial agent console with click to call and a screen pop on incoming calls, with no changes to the CRM. The Voxdial API shares call events and data for deeper links.
Can AI voice agents make EMI or renewal reminder calls?
Yes. BitVoice AI voice agents can make reminder and follow-up calls to your own customers in 22 Indian languages. On inbound calls, agents answer first and the AI only steps in when no agent is free.
Who can listen to recorded calls?
Only users whose account has recording access can play or download recordings, and reports need call report permission. Every admin action is kept in an activity log that cannot be edited.
Can customers get service on WhatsApp?
Yes. A WhatsApp chatbot with AI intent detection answers common questions and hands the chat to an agent when needed. Your CRM or loan system can send updates through the platform’s HTTP API.
Can AI voice agents run on our own servers?
Yes. BitVoice AI Agents can be self-hosted or run in the cloud, and they connect to Voxdial over SIP, so you choose where calls and data are processed.
Is BitVoice certified?
Voxdial IP PBX is TEC certified under the MTCTE scheme of the Department of Telecommunications, and BitVoice Solutions is ISO 27001 certified as a company.
