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Bank of Springfield implements new communications technology

SPRINGFIELD – The Bank of Springfield, which has several locations in Central and Southwestern Illinois, recently partnered with Tech Electronics to install a VoIP system and implement a new contact center at the bank’s headquarters.

The bank says the effort improves customer service experience, simplifies communication between all locations and provides a solution that will accommodate future growth.

Tech Electronics partnered with Mitel to design and install the MiVoice Solution at all locations to provide unified communications, and implement the new contact center.

The Bank of Springfield was originally founded in 1965 in Springfield, Ill. Since then, the bank has expanded into 11 locations throughout Illinois and holds $750 million in assets.

With plans to add new branches, the Bank of Springfield decided that enhancing its communication technology would lead to a smoother expansion process. Bank officials said they were looking for a solution that could enhance the customer service experience and support business continuity while new locations were added.

After completing an in-depth analysis of the bank’s technology, Tech Electronics turned to Mitel for its MiVoice Enterprise Solution. The network unites current and future locations through a single, web-based platform at the bank’s headquarters.

“We recommended the Mitel MiVoice Enterprise Class Solution for its vast features and ability to accommodate growth,” said Cheri Ballard, U.S. account manager for Tech Electronics. “The Mitel solution allows BOS to improve customer experience, provides unified communication between all locations and can seamlessly integrate systems to the network.”

The Mitel MiVoice solution is a business communication platform outfitted to deliver voice, unified messaging, unified communications, a 20-party conferencing bridge and call accounting, among services. The system can work with any mobile device, over any network, with any carrier in the world, through its system control software that runs on virtualized or non-virtualized industry standard servers.

Tech Electronics also implemented a sophisticated contact center application to the current data center at the bank’s headquarters. The center is desgined to deliver efficient and consistent customer interaction.

Disaster planning also came standard with the installation of the new systems. The VoIP allows network administrators to quickly start routing calls through the call center headquarters if something were to happen to one of the branches, such as a power outage.

“With the contact center and our Mitel system we are able to pull call logs in real time to make sure we are giving our customers the best possible service,” said Sarah DeFord, online bank officer for the Bank of Springfield. “We can also track peak times for phone traffic which is something we couldn’t do before.”

Tech Electronics is a solutions-based systems integrator and technology services organization headquartered in St. Louis with a network of regional offices in Columbia and Springfield, Mo., Bloomington and Chicago, Ill., and in Indianapolis.

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