InterCambio Express is a money transfer company serving customers across the United States and 18 countries worldwide. Every transfer can trigger a phone call, a text confirmation, or a customer service follow-up. That adds up to thousands of calls a week and millions of text messages a month, all running through infrastructure that has to work flawlessly or someone's money transfer goes sideways.
When Roger Johnson joined InterCambio Express as Chief Information Officer, he inherited a telecom stack that was costing the company too much and holding it back. Johnson had used Telnyx at several companies before this one. He did not need a long evaluation.
"Honestly, price was one of the number one concerns," Johnson said. "But I had used them in several different companies that I've worked for in the past, and the service has been pretty flawless. So it's worked continuously for us and has saved us a significant amount of money."
Moving 800 Numbers and Building on APIs
The migration involved porting more than 800 Phone Numbers from the previous provider onto Telnyx. From there, the team built on Telnyx APIs to connect to those numbers across different use cases.
Johnson said his programmers were able to move quickly using the documentation on the Telnyx website. The migration itself did not present major technical challenges. The biggest hurdle was rate limiting on the API side, which restricted how fast the team could provision and configure numbers. After contacting their Telnyx representative, the limits were adjusted and the team was able to hit all their APIs at full speed.
"The only time we've ever had a problem with Telnyx is when we were getting throttled," Johnson said. "And with a single email to our provider, that issue was resolved within an hour."
Powering Call Centers and SMS at Scale
InterCambio Express uses SIP Trunking to power its call centers. Thousands of calls a week route through the system, connecting customers with representatives who can help with transfers, answer questions, and resolve issues.
For messaging, the company relies on the SMS API. Millions of text messages flow through Telnyx every month, keeping customers informed about their transfers, confirming transactions, and providing a communication channel that works across every country InterCambio Express serves.
"InterCambio is a money transfer company, like MoneyGram, TransUnion, all those big companies, and we transfer money to 18 different countries throughout the world," Johnson said. "Our purpose is to serve our customers in the United States and to give them an easy and affordable way to transfer money to their loved ones in other countries."
That purpose shapes the infrastructure requirements. The company needs call centers, digital channels, and text messaging, all working together. Telnyx provides the endpoints that make a lot of that communication possible.
Preparing for the Next Generation
The company is also preparing to open a new corridor in Asia, which will expand its reach even further. But the bigger shift is generational. Johnson sees it in his own household.
"The next generation hates talking on the phone," he said. "So in the future, what we see is less and less SIP usage, and probably more text usage and two-way communication via those type of mediums."
His kids, he noted, would rather sit on a chat and work through a problem than pick up the phone. Calling is the last resort. That preference is reshaping how InterCambio Express thinks about customer communication, and Telnyx is developing WhatsApp integration that will allow the company to meet customers on the channels they actually prefer.
"We'll see more secondary communication with those people, as opposed to phone calls," Johnson said. "And Telnyx actually is developing additional systems, including WhatsApp integration, to allow us to do that also."
Why Johnson Recommends Telnyx
When asked why he would recommend Telnyx to other global companies, Johnson pointed to two things.
"The two main things is, for one, it just works, right?" he said. "The other part is it's documented well, so you can get up to speed faster. So that is one of the biggest issues, is when you run into problems and something's not working as it is, we have not had that problem with Telnyx."
The Telnyx team also reaches out proactively. Every time InterCambio Express spins up a new service, Johnson said, they ask if there is anything they can help with, rather than waiting for a problem to surface.
