Cisco Cisco Agent Desktop 10.5 Guide D’Information
Customer Case Study
© 2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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EXECUTIVE SUMMARY
First Community Bank
● Financial Services
● Albuquerque, New Mexico
● 900+ employees
● Albuquerque, New Mexico
● 900+ employees
BUSINESS CHALLENGE
● Provide an excellent customer experience
● Facilitate adding branches
● Support a mobile workforce
● Facilitate adding branches
● Support a mobile workforce
NETWORK SOLUTION
● Deployed a centralized Cisco Unified
Communications solution serving all branches
BUSINESS RESULTS
● Made it easier to reach bankers and the
contact center
● Added a new contact center in less than a day
● Saved US$100,000 annually in moves, adds,
● Saved US$100,000 annually in moves, adds,
and changes and US$250,000 annually on
circuit costs
circuit costs
Bank Improves Customer Experience and Reduces Costs
First Community Bank adopted unified communications, enabling customers and
employees to reach everyone, everywhere, on every device.
employees to reach everyone, everywhere, on every device.
Business Challenge
A wholly owned subsidiary of New Mexico’s First
State Bancorporation, First Community Bank
operates 64 retail branches, serving consumers and
businesses in New Mexico, Arizona, Colorado, and
Utah. The bank differentiates itself by providing direct
access to decision makers, the latest technology, a
wide menu of product offerings, and convenient
branch locations. Three acquisitions between 2005
and 2007 doubled the number of branches and
increased the number of employees to more than
900.
State Bancorporation, First Community Bank
operates 64 retail branches, serving consumers and
businesses in New Mexico, Arizona, Colorado, and
Utah. The bank differentiates itself by providing direct
access to decision makers, the latest technology, a
wide menu of product offerings, and convenient
branch locations. Three acquisitions between 2005
and 2007 doubled the number of branches and
increased the number of employees to more than
900.
To support growth while continuing to provide
excellent service, the bank needed a flexible
communications platform. “Previously, whenever we
opened a new branch, we had to spend US$25,000
for a new PBX [private branch exchange] system,”
excellent service, the bank needed a flexible
communications platform. “Previously, whenever we
opened a new branch, we had to spend US$25,000
for a new PBX [private branch exchange] system,”
says George Walker, chief information officer. And whenever bankers moved to a different branch,
a frequent occurrence in the industry, they needed a new phone number. “Customers count on
being able to reach their banker, so changing the phone number whenever the banker moves is not
good for the customer relationship,” says Walker. Telephone extension moves, adds, and changes
required two full-time technicians, at a cost of US$100,000 annually. What is more, the cost of
voice circuits was very high because the bank needed to provision for peak call volumes.
a frequent occurrence in the industry, they needed a new phone number. “Customers count on
being able to reach their banker, so changing the phone number whenever the banker moves is not
good for the customer relationship,” says Walker. Telephone extension moves, adds, and changes
required two full-time technicians, at a cost of US$100,000 annually. What is more, the cost of
voice circuits was very high because the bank needed to provision for peak call volumes.
The existing voicemail system also no longer met the growing bank’s needs. Employees could not
forward voicemails to coworkers in other geographic regions. And mobile employees had to
constantly check their office voicemail to see if they had messages, which could delay their
awareness of important issues.
forward voicemails to coworkers in other geographic regions. And mobile employees had to
constantly check their office voicemail to see if they had messages, which could delay their
awareness of important issues.
“We wanted a proven unified communications solution that made it easy for customers and
employees to reach everyone, everywhere, on every device, including smartphones,” says Walker.
employees to reach everyone, everywhere, on every device, including smartphones,” says Walker.
Network Solution
First Community Bank engaged Advanced Network Management, a Cisco
®
Premier Certified
Partner, to plan and deploy a Cisco Unified Communications solution. The bank selected the Cisco
solution because of its proven track record in financial services and other industries. In addition, the
Cisco Unified Communications solution takes advantage of the bank’s existing Cisco network,
which already provided the security that the bank needed to confidently adopt voice over IP, as well
solution because of its proven track record in financial services and other industries. In addition, the
Cisco Unified Communications solution takes advantage of the bank’s existing Cisco network,
which already provided the security that the bank needed to confidently adopt voice over IP, as well