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First Bank of Highland Park Picks Adapt Telephony Services to Install New Communications Platform

By Monica Gleberman
Contributing Writer

First Bank of Highland Park has been searching for an all-encompassing communications system that could handle a multichannel customer service call center. This week, the bank announced it has chosen Adapt Telephony Services, LLC to help upgrade its out of date phone system.

Adapt Telephony Services, LLC (Adapt) will step in to install and provide technical support for the Interactive Intelligence (News - Alert) Group Inc.’s contact center and enterprise IP telephony software suite, Customer Center. The company is a global value-added reseller and integrator of unified business communications solutions. Since Adapt’s formation, the company has deployed vendor solutions to over 300 customers and has won the Interactive Intelligence Platinum Elite Partner award for its excellence sales achievements.

Now, Adapt will be responsible for changing over the bank’s multi-system platform into one easy to manage solution. “We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its unique single-platform, all-in-one software architecture,” said Thomas J. Olivieri, executive vice president and director of operations at First Bank of Highland Park.

“The scalable architecture eliminates voice boards and multiple points of failure. Also, CIC is the only solution that provides full redundancy across all applications; we now have a very strong business continuity plan in place.”

Adapt said by upgrading the banks system, it will allow the organization to save money, reduce costs, and increase customer satisfaction. In addition, Olivieri said this new platform will help the bank to make more informed decisions and access “real time information without IT involvement,” allowing his tellers to work more efficiently to solve a problem.

Vice president at First Bank, Sherry A. Peterson, said this integration is just the beginning, saying First Bank is “now exploring use of numerous CIC custom applications that are specific to the financial industry,” which will help the bank receive it’s full value from the investment.

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