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CX 
December 26, 2025 
2 mins read
From approving a loan to verifying a customer’s identity or collecting repayments, every interaction is crucial.
But what if the very system that powers those conversations is quietly eating into your bottom line?
Most BFSI enterprises have built up telephony systems layer by layer – adding new vendors, new contact center software, and new phone lines as they expanded. Over time, what started as “a robust setup” has turned into a tangled web of telephony silos – each operating in isolation.
And here’s the truth: this silent chaos costs far more than you think.
The Silo Problem: When Growth Breeds Inefficiency
Banks and financial institutions often rely on multiple contact center solutions, sometimes their own in-house software.
Each solution comes bundled with its own telephony infrastructure – dedicated lines, servers, and hardware.
That means multiple phone line inventories, multiple vendors to manage, and often, tens of thousands of idle channels that are paid for but rarely used.
At scale, this becomes a silent drain on revenue.
What appears to be redundancy is actually inefficiency masquerading as reliability.
The Real Impact of Fragmented Telephony:
- Ballooning Costs: Maintaining separate infrastructures, licenses, and vendor contracts for each system multiplies expenses – often by 25–30%.
- Operational Complexity: IT teams juggle multiple telcos, data centers, and hardware – consuming valuable engineering bandwidth.
- Slower Innovation: Every change – even a simple vendor migration – can take 6–8 months, locking teams into outdated systems.
- Poor Scalability: During peak demand (festive season, loan surges), adding capacity means buying new lines – expensive and time-consuming.
These inefficiencies aren’t visible in monthly reports. But over a year, they silently chip away at profitability and agility.
The Hidden Opportunity
The good news? This chaos is not inevitable.
A new approach – telephony consolidation allows enterprises to decouple their contact center software from their voice infrastructure.
That means you can continue using your preferred contact center platforms – but rely on a single, unified telephony provider for all voice operations.
The result?
- 25% lower operational costs
- 50% faster migrations
- Simplified vendor management
- And complete peace of mind
Conclusion: The Cost of Standing Still
Most BFSI companies don’t realize they’re operating inefficiently because they’ve normalized the complexity. But as competition intensifies and customer expectations evolve, the ability to simplify and scale will separate the leaders from the laggards.
If your organization manages multiple telephony vendors or operates thousands of idle lines, it’s time to ask:
How much is this silence costing us?
Audit your current telephony setup – you might uncover savings hidden in plain sight.
Ragavendra Baburao is a customer experience leader with over a decade of expertise in turning CX into a strategic growth driver. At Exotel, he leads CX for major industry verticals, helping businesses unlock value from their investments through solution-led engagement, streamlined processes, and account growth. He builds high-performing CX teams that drive both retention and revenue expansion, drawing on deep experience in solution consulting and large-scale account management. Outside of work, Ragavendra is a fitness enthusiast and an amateur DJ. He also spends time developing his farm retreat, staying grounded through a balanced lifestyle.
