Case Studies
Cimphoni Introduces Hybrid Model to Elevate Banking CX
A large regional credit union needed a refreshed strategy and roadmap to improve its customer and employee experiences and engagement levels. Cimphoni provided an analysis of the broader CX marketplace and helped the client narrow their near-term focus on omni-channel and WEM (workforce engagement management) solutions. We introduced a hybrid communications model allowing them to move nearly 70% of their users from their legacy CCaaS (Contact Center) to a more cost-effective UCaaS (Unified Communications) platform and their more advanced users to a modern CCaaS platform. Cimphoni achieved significant cost savings by negotiating all vendor contracts (over 25% reduction from opening quotes) and by providing the services vendor with ~80% of requirements pre-documented, thus reducing implementation costs. The implementation of UCaaS, CCaaS, WEM and e911 solutions established a solid foundation for the client to continue to evolve their experience and engagement capabilities based on their refreshed, holistic CX roadmap.