EVOX helps financial institutions build a high-performance, high-quality cloud contact center which balances information security and digital competitiveness.
Build a secure, friction-free omnichannel contact center
Transform your traditional phone-based contact center into a full omnichannel contact center. Optimize the customer experience and your organizational agility to keep pace with rapid market changes.
One-stop omnichannel customer experience
Agents can instantly access phone, LINE, Messenger and chat history, conversation labels and key information on a single platform to provide accurate and efficient service. Customers can contact you on their communication method of choice. This improves brand image and customer satisfaction while reducing the cost of managing multiple channels and maintaining personal data protection compliance.
Connect international branches and remote employees
A single representative number and a single account give you centralized control over every branch and location across the entire organization. Through a cloud admin portal with clearly defined roles and login-ready access, teams in different locations around the world can be managed with ease. Whether at a desk or on the move, every member of the global team stays in sync.
Compared to on-premises deployments with fixed lifespans and limited scalability, EVOX offers pay-as-you-go pricing, instant activation and automatic updates. This significantly reduces hidden costs from equipment maintenance and data center power consumption. EVOX runs on the AWS green cloud platform, helping reduce carbon emissions and data center energy use while supporting the organization’s ESG and sustainability commitments.
Accelerate AI adoption and innovation
The cloud is not the destination — it is the gateway to AI-powered operations. Cloud migration makes it easier to integrate emerging technologies like AI assistants so you can improve overall operational efficiency. As the cloud platform continues to evolve, capabilities in cybersecurity, anti-fraud and system resilience are simultaneously upgraded to provide your organization a more future-proof digital infrastructure.
EVAA is EVOX’s conversational voice AI agent. Unlike legacy ASR-based voice bots, EVAA engages customers in natural, human-like dialogue to detect intent, generate responses or recommendations based on backend resources and direct calls to the most suitable agent when necessary. EVAA reduces frontline pressure on both sales and customer service teams 24/7.
EVAA is not a conventional rule-based voice bot. It uses Gen AI to understand conversational context and delivers more accurate information retrieval. For example, “I had an unauthorized charge yesterday” is correctly identified as a “transaction dispute” rather than a general credit card inquiry.
Unlike on-premises AI systems that require costly GPU or NPU hardware, EVAA is a SaaS service that significantly reduces data center carbon output. EVAA also integrates seamlessly with EVOX cloud telephony and the contact center, making call transfers and CRM access straightforward.
Models can be trained on company data, including call recordings and label data, enabling EVAA to genuinely understand the specific regulations and compliance requirements of the financial industry and avoid disputed or non-compliant language. A built-in feedback loop using customer responses and agent-annotated data automatically refines the model for continuous improvement.
For high-value customers or complex inquiries, EVAA intelligently determines the most appropriate agent and routes the call automatically, significantly reducing transfer time and customer wait time to deliver a premium experience for special clients.
On-demand conversation summaries
No need to take notes during calls. AI can transcribe the call recording and generate a summary of key points. Summaries can also be synced with CRM and membership systems to provide instant access to critical information and streamline post-call workflows.
AI automatically analyzes conversation content and accurately recommends keyword labels, helping teams categorize records, search efficiently and compile reports and analysis while reducing the burden of manual tagging.
3 key challenges to cloud migration for financial institutions
Financial institutions handle vast amounts of sensitive data, and the Financial Supervisory Commission (FSC) sets exceptionally high standards for information security, regulatory compliance and internal controls. Although financial organizations are well aware of the operational benefits that cloud adoption brings — including high availability and business agility — regulatory requirements and practical constraints have consistently made a full transition difficult to execute.
1
Regulatory compliance
Customer data and data storage locations are required to remain within Taiwan’s borders.
2
Information security audits
Financial institutions must verify that service providers meet international information security standards.
3
Legacy system complexity
Any change to complex system architectures can trigger a cascade of dislocations. Migration requires careful planning of onboarding, training and system integration.
How EVOX helps financial institutions overcome cloud migration challenges
The cloud is a critical pathway to digital transformation, but it must satisfy financial institutions’ requirements for data sovereignty and regulatory compliance. EVOX does not simply provide a service and platform — it has a deep understanding of financial regulations and genuine empathy for the difficulties of industry transformation. EVOX actively pursues international certifications such as ISO to strengthen data protection capabilities.
Cloud infrastructure with data located in Taiwan
One of the most common challenges for financial institutions moving to the cloud is the local management of recordings and customer personal data. EVOX is migrating from the AWS Tokyo region to the AWS Taipei region, keeping data onshore. Users can also choose to store certain customer data such as call recordings in their own cloud environment for a higher level of compliance control.
International security certifications and zero-trust principles
EVOX holds BSI ISO 27001 information security certification and has passed the ISO 27701 international privacy information management standard, significantly reducing audit burden, compliance pressure and legal risk. User identity verification is strengthened through OAuth 2.0 and two-factor authentication, and backend systems are managed on a least-privilege basis to ensure each team member accesses only the information they require.
Information security protection
EVOX’s core network runs on AWS cloud infrastructure and is protected by a Session Border Controller (SBC) to ensure communications security.
Resilient design for uninterrupted service
EVOX’s redundancy environment, NLB (Network Load Balancer), and regular disaster recovery exercises deliver stable and reliable service. On the telecommunications side, users can configure backup routes through multiple telecom providers to eliminate single points of failure.
From Financial Knowledge to Wealth Management: How Stockfeel Built a Connected Financial Ecosystem with Cloud Communications
Eliminated the frequent maintenance issues of a traditional PBX system
Stayed reachable via mobile so no call is ever missed
Expanded extensions effortlessly as office locations grew
Combines the strengths of a cloud PBX with professional contact center capabilities, making it easy for businesses to build a high-quality customer service operation. Integrates with other cloud systems to provide precise insight into customer needs and optimize the service experience.
The ideal combination of cloud PBX and mobile extensions, giving employees the convenience and flexibility of mobile business communications alongside excellent call quality.
