Microsoft Teams UCaaS + CCaaS
Customer Case Study
The combined power of CallTower’s native Microsoft Teams Direct Routing solution and Five9 Cloud Contact Center brings Westfield Bank new communication prowess.
About Westfield Bank
- Established: 2001
- Headquarters: Westfield Center, Ohio
- Awards: Top Workplaces 2020 (The Plain Dealer) and NorthCoast 99 award (Cleveland Magazine)
Westfield Bank serves customers in Cuyahoga, Richland, Medina, Stark, Summit, and Wayne counties, as well as insurance agencies across the country. They deliver financial roadmaps and solutions to help families, businesses, and insurance agencies thrive.
The Challenge
Communication in a modern workplace is crucial for business success and the health and safety of employees and customers. Westfield Bank, as a financial and community institution, faced a critical issue when a 911 call was mistakenly routed to the wrong branch due to the decentralized nature of their float tellers. This incident highlighted the need for a change in their communication system.
Cori Holmes, AVP/CRC Team Leader at Westfield Bank, spearheaded the effort to find a new communication solution. She also aimed to enhance the bank’s data-driven decision-making capabilities, which are vital for their public image, ROI, and growth.
“One of the other big things we have continued to want to evolve and enhance here at Westfield Bank is our data and knowing what that data means.”
– Cori Holmes, AVP, CRC, Westfield Bank
The Solution
Westfield Bank chose CallTower for a Microsoft Teams UCaaS solution and Five9 for their Cloud Contact Center CCaaS solution. Together, these formed a comprehensive XCaaS (Experience Communication as a Service) solution. CallTower and Five9 have been partners for over four years, with CallTower named Five9’s U.S. Reseller Partner of the Year in 2020.
Key Features:
- Five9 Cloud Contact Center:
- Real-time data and SLA tracking
- Personalized reporting features
- Instantaneous system changes
“When I first saw a demo of Five9, I didn’t even know what to say. Everything I saw was exactly what I wanted for so long in this role, but I’ve never been able to tangibly see or touch.”
– Cori Holmes
- CallTower’s Native Microsoft Teams Direct Routing Solution:
- Global calling plans
- 24/7/365 client services team
- E911 capabilities
- Easy provisioning through CallTower Connect portal
“CallTower provides a Direct Routing solution that reduces overall costs while enabling key feature sets and customized integrations.”
– William Rubio, Chief Revenue Officer, CallTower
The Results
Cori Holmes ensured a seamless transition by preparing employees in advance, setting up logins and passwords, and providing training. On the day of the transition, the system went live without any issues.
“We turned on Five9 that morning and we didn’t have to have a single person call into the bridge line for a situation or an issue.”
– Cori Holmes
Benefits:
- Seamless Transition: No disruptions during the service launch.
- Improved Efficiency: Personalized reporting and real-time data management.
- Enhanced Collaboration: Unified communication system for both contact center employees and universal bankers.
- Customer-Centric Approach: Continuous improvements to enhance employee and customer experiences.
About CallTower
Experience seamless, intelligent communication with CallTower, your trusted cloud communications provider.
We specialize in:
- Unified Communications as a Service (UCaaS)
- Collaboration
- Contact Center as a Service (CCaaS)
- Conversational AI (CAI)
Our expertise and commitment to exceptional Customer Experience (CX) empower businesses to connect, collaborate, and grow with ease. From streamlining workflows to proactive management, our innovative solutions are designed to meet your unique business needs.