Unified Communications Help Bank Improve Customer Service
United Bank & Trust is an $850 million community bank headquartered in Ann Arbor, Michigan. The company employs roughly 260 people, who work at 18 locations throughout the region.
Recognizing that advanced business communication technologies play a significant role in improving the quality of customer service, United Bank & Trust (UBT) became an early adopter of a raditional telephony manufacturer’s VoIP technology back in 2001.
UBT’s state-of-the-art technology solution worked well back then, but as the decade passed, greater demands on bandwidth and on maintaining the multi-source solution they purchased started to create challenges. Calls started dropping, and at other times, garbled voices ruined the conversation. James Yape, Senior Network Engineer at UBT, decided he had to intervene before customer service was compromised.
Yape had a choice to make. He could upgrade his current equipment and increase the size of his network’s bandwidth, which would have doubled his monthly costs, or he could invest in new technology. After reviewing the situation, Yape decided it was time to invest in a new implementation.
“The current solution became too expensive to maintain and we needed to replace a lot of equipment; our routers and switches needed upgrades, and the phone system had to be replaced,” says Yape. And, there was one more challenge they could rectify with a new implementation. “In the past, working with multiple vendors was a hassle. There’s always finger-pointing when something goes wrong, so instead of making a major investment in our old system, we decided to take the Cisco path.”
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