Payoneer saves months in setting up call centers to offer speedy financial services using Cloud PC solution

Founded in 2005, Payoneer is on a mission to enable small and medium-sized businesses to participate and succeed in the global digital economy by making financial transactions easier for anyone and anywhere across the globe. Today, the company’s 2,000 employees work out of 25 offices and service over five million customers worldwide. 

A more productive way of working

Payoneer customers rely on its global network but local support. It’s essential for Payoneer to be close to their customers and offer call centers in different regions. Already a long-term Microsoft partner, the company was previously running on Azure Virtual Desktop (AVD). Despite its benefits of availability and security, procuring and managing the hardware for multiple call centers and constantly onboarding new employees across the globe was increasingly costly and time-consuming. "Our customer-facing operational departments are constantly growing. We were looking for a solution that would better fit our changing needs. We wanted something that was more SaaS native to gain more flexibility while easing the physical workload on my teams,” explains Guy Winberg, Global IT-Corp Group Manager at Payoneer. 

Winberg realized that providing every customer-facing employee with a Cloud PC was the most effective option. Over the last six months, Payoneer worked with Microsoft to deploy 1,300 Windows 365 Cloud PCs at its call centers and operational departments. 

With the new solution, service agents are able to answer customer calls on their Windows 365 machines. Moreover, setting up and maintaining support centers now happens remotely. “From my perspective, it’s amazing that we can work on the cloud and receive calls and still have decent latency to communicate with customers in real-time,” says Winberg. “Deploying new call center used to take us months from the final approval to the go-live date. Now, it takes us a day or two.” 

Reducing the physical legwork 

In the past, a team from Payoneer would travel on-site to set up each new call center. This included booking travel tickets and hotels, procuring equipment at new locations and setting up the infrastructure with the necessary cloud support. Now, Payoneer is able to outsource the hardware requirements to an external vendor. Winberg’s team can monitor what’s happening on-premises remotely and deploy the software virtually. “Once everything on-site is ready, it just takes a few clicks on Azure to get the center up and running,” Winberg says. “We’ve narrowed down the delivery time on the software to zero or an hour at most.”

Similarly, on- and off-boarding new employees globally used to require buying, shipping, and retrieving corporate devices. “Now, new employees are given access to Windows 365 remotely and it automatically activates on their first day of work,” Winberg explains. 

According to Winberg, Microsoft’s partnership has been invaluable during the move. “The Microsoft team spent a lot of time guiding us in implementing best practices. There were a lot of training opportunities, and they gave us all the resources we needed. It empowered my team to handle the transition much faster and smoother.”

Supporting the company’s rapid growth

Payoneer employees have embraced the ease of use offered by the solution. This is shown by a drastic 70 percent reduction in help desk tickets sent to the IT team since the switch to cloud PC. 

With faster delivery time, Winberg and his team are geared to help Payoneer scale faster than ever before. “There is no longer a physical limitation on how quickly we can grow as a company from an IT perspective. We’re not dependent on server farms or hosting services. It’s just a matter of increasing the number of licenses,” he says. “We can now provide faster and more agile support to our customers."