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AI & Solutions 
February 5, 2026 
3 mins read
Agentic AI is rapidly redefining how BFSI companies communicate with customers. From lead engagement to collections, AI voice agents are taking on conversations that were once manual, expensive, and slow.
But as many AI-first platforms are discovering, intelligence alone doesn’t guarantee scale.
This is the story of how Fundamento, a B2B Agentic AI platform for the BFSI sector, unlocked enterprise-scale voice automation by fixing the one layer that often gets overlooked: telephony infrastructure.
AI Was Scaling. Voice Infrastructure Wasn’t.
Fundamento enables lenders and insurers to automate voice-led customer communication across the entire customer lifecycle from lead engagement to support and collections.
As adoption grew, so did call volumes. Fundamento’s AI voice agents were ready to operate at scale, but their existing telephony setup started showing cracks.
- High call volumes weren’t being handled reliably.
- DIDs failed during peak traffic.
- Customer reach was delayed or worse, missed.
Legacy dialers, built for traditional calling, struggled to keep up with real-time, AI-driven voice interactions. What started as a technical limitation quickly became a business problem, impacting conversions and revenue realization.
Telephony had quietly turned into a growth bottleneck.
The Real Requirement: Voice Infrastructure Built for AI
Fundamento didn’t just need “better calling.”
They needed a high-performance, real-time AI voice infrastructure that could scale without compromising reliability, cost efficiency, or conversion rates.
The objective was clear:
- Support large-scale inbound and outbound AI calling
- Maintain consistent performance at enterprise volumes
- Enable growth without voice becoming a limiting factor
Scalability, cost efficiency, and conversion were the non-negotiable success metrics.
Enter Exotel: Powering the AI Voice Layer
To solve this, Fundamento partnered with Exotel to power its AI voice layer.
The focus wasn’t just on enabling calls—it was about building an infrastructure optimized specifically for AI voice agents operating in real time.
The solution included:
- Enterprise-grade telephony designed for scale
- Real-time voice streaming using WebSocket integration
- Infrastructure optimized for AI-driven voice interactions
This setup ensured that Fundamento’s AI voice agents could operate with low latency, high reliability, and consistent performance even at large volumes.
Exotel was chosen for three critical reasons: price competitiveness, proven ability to handle scale, and strong service quality.
From Integration to Faster Impact
Despite the complexity involved in real-time voice streaming, the implementation moved quickly.
The integration was completed in approximately two months, with technology teams driving a WebSocket-based real-time streaming setup. Once live, the system began delivering value almost immediately.
Time to value was measured in days, not months.
What Changed After the Switch
With the new voice infrastructure in place, the results were visible and measurable.
- Fundamento was able to reliably handle 4,000+ calls per minute, removing the operational ceiling that had previously limited growth.
- The platform supported 20% month-on-month growth, enabled by a telephony layer that scaled in lockstep with AI adoption.
- Most importantly, telephony was no longer a constraint. It became an enabler.
The Business Impact: Voice as a Growth Lever
By fixing the voice layer, Fundamento unlocked broader business impact:
- Telephony stopped being a bottleneck for AI adoption
- AI voice use cases could be scaled aggressively across BFSI customers
- Revenue realization improved as customer reach became faster and more reliable
What once slowed growth now supported it.
A Partner, Not Just a Platform
“We rely on Exotel for telephony and real-time streaming for our Voice Agent, and they’ve been a dependable partner as we’ve scaled. The platform has handled growth smoothly, the support team is responsive and technically strong, and the pricing model is thoughtfully aligned with how businesses actually scale. This combination has made Exotel a trusted part of our stack.”
— Vickram Saigal, Co-Founder, Fundamento
The Bigger Lesson for AI-First Platforms
AI voice adoption doesn’t fail because models aren’t smart enough.
It fails when infrastructure isn’t built to support scale.
Fundamento’s journey highlights a critical truth for Agentic AI platforms in BFSI: voice infrastructure must evolve alongside AI intelligence. When it does, scale stops being a challenge and starts becoming a competitive advantage.
Read the Full Case Study
Deepak Ruchandani is a senior product marketing leader at Exotel, shaping the GTM strategy for the company’s Communication Platform (CPaaS) and Conversational AI (CAI) portfolio. His work spans market positioning, product narrative design, competitive strategy, and revenue-impacting sales enablement. He focuses on solving growth challenges such as funnel conversion, industry vertical campaigns, and sales-marketing alignment, bringing a practical, data-driven, and impact-oriented approach to product marketing. With a strategic yet hands-on approach, he specialises in connecting the right products to the right audiences with precision, relevance, and measurable impact.
