Challenge

Sudden spikes in call volume during tax times were overwhelming the Republic Bank's call center and making an impact on customer satisfaction. The bank wanted to:

• Increase efficiency in call centers to deliver faster customer service
• Scale easily to meet seasonal demands
• Introduce cost savings with in-house management

Solution

• Standardized call centers on Cisco Unified Contact Center Enterprise for flexible, cost-efficient infrastructure
• Used Cisco Unified Communications to simplify in-house management

Outcomes

• Eliminated more than $1 million annually in equipment-leasing costs
• Decreased overhead costs by 25 percent
• Streamlined administration with an intuitive management tool