Founded in 1890, Banner Bank is a Washington state chartered commercial bank and a subsidiary of Banner Corporation, a $9.7 billion bank holding company. With one system, Banner Bank can easily deploy new features, such as the mobile application, and drive company-wide consistency. The call center functions more smoothly and is capable of handling heavier call traffic.
Banner Bank had nearly doubled in size following a major acquisition. The company wanted a single communications solution in order to lower costs and drive consistency across all existing and new sites.
The bank’s call center was experiencing unusually high activity - over double the typical number of calls - caused by the influx of new customers from the acquisition combined with changes in the company’s online banking portal. A solution was urgently needed to help manage the call volume while maintaining quality customer care.
— Jeff Reynolds, AVP Telecom Engineer IV, Banner Bank
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