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.

  • Country: United States Of America
  • Industry: Finance & Insurance
  • Solution: Business Telephony

  • Today Banner Bank operates 190 full-service branches and 12 loan offices in 58 counties in 5 states.
  • An external consultant carried out an audit comparing the existing Alcatel-Lucent Enterprise solution at Banner Bank (deployed in 2012) to the communications system at the newly acquired bank.
  • Alcatel-Lucent Enterprise’s solution was selected for its ability to meet Banner Bank’s needs at a more attractive price than the competition.
  • The team at Banner Bank had also been working with the same account team since 2008, a rarity in the industry, and was keen to continue this longstanding relationship.

 

Banner Bank logo
Banner bank - image

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

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

Products   

  • OmniPCX Enterprise Communication Server 
  • OmniTouch Contact Center Standard Edition
  • OmniPCX Record Suite
  • OmniVista 8770 Network Management System
  • Emergency Notification Server
  • Visual Automated Attendant

Solutions  

  • Business Telephony
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:

  • 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. 
 
Documents
You might also be interested in...