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Banner Bank - Contact Center Project

Banner Bank - Contact Center Project
Industry: Finance and Insurance
Country: United States
Download: Banner Bank's Success Story - Contact Center Project

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.




Challenges

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.


Products


Solutions


Benefits

Technical

  • Alcatel-Lucent Enterprise trained Banner Bank’s IT team, giving them the understanding required to change over 92 branch locations to the new solution in 16 weeks.
  • The 100-port Visual Automated Attendant only took an hour to configure, enabling the 220 call center agents to efficiently manage the unusually high number of calls.
  • The solution provides consistency across all sites, offering native integration and avoiding the need to patch together applications.

Financial

  • Banner Bank has made significant savings in long distance communications thanks to the least-cost routing feature.
  • With OmniVista® 8770, issues can be identified and resolved centrally, simplifying infrastructure management and maintenance for the IT support team and reducing travel requirements.

User experience

  • Having a single model for handsets across all branches simplifies use for employees, especially for those who travel between sites.
  • With one system, Banner Bank can easily deploy new features, such as the mobile application, company-wide.
  • The call center now functions more smoothly and is capable of handling heavier call traffic while delivering the best possible customer service.

"The service we have received from our Alcatel-Lucent Enterprise account team and Professional Services has been nothing short of extraordinary. Four days after we told the team that an urgent solution for our call center was needed, they had the Visual Automated Attendant implemented onsite and operational. That’s pretty much unheard of in this business."

— Jeff Reynolds, AVP Telecom Engineer IV, Banner Bank