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How a large Northeastern bank powers its expansion with intelligent call routing
Region
Americas
Company size
400–4,999
Industry
Financial Services
Products used
Key integrations
KEY METRICS
$150,000
saved annually in hardware and maintenance costs with RingEX
85%
less time to fully deploy AIR in new branches compared to previous IT implementations
11x
increase in softphone adoption with the RingCentral App, resulting in an 80% reduction in desk phones
Overview
A large Northeastern bank faced the challenge of maintaining an aging on-premise phone system that couldn't support a rapidly growing, remote-first workforce. By adopting RingCentral’s unified cloud platform, including RingEX and its AI Receptionist (AIR), the bank eliminated physical hardware dependencies and streamlined client routing through AI-driven directories. This transition resulted in annual capital savings of $150,000 and a more agile operations model, positioning the bank to continue its 200-year legacy with a future-ready, scalable communications infrastructure.
We’re responsible for the security of our network, so we needed a vendor that could comply with all federal and local regulations. That led us to RingEX and AI Receptionist (AIR). We've been very happy with the softphone capabilities, the added efficiencies of the RingCentral App Gallery’s Microsoft Teams integration, and the ease of setting up AIR.
Manager of Network Infrastructure Operations
About our customer
A large Northeastern bank has served as a community-focused financial leader since the 1800s. As the oldest and largest mutual bank in the United States, it provides comprehensive banking, investment, and insurance services across more than 150 locations.
The challenge: Physical barriers in a virtual world
Before RingCentral, the bank relied on a rigid on-premise telephony system that tied employees to their desks. As the workforce shifted to 80% remote operations, the lack of mobility became a critical friction point, hindering the bank's ability to maintain its high standard of customer service.
- Hardware dependency: Nearly every employee required a physical handset, creating high upfront capital costs and maintenance burdens.
- Operational latency: Simple employee moves between branches required physical onsite visits and manual configuration changes.
- Integration gaps: The legacy system lacked a seamless connection to the bank's Microsoft Teams environment.
The solution and ROI: A borderless banking experience
To solve the challenge of fragmented legacy infrastructure, they transitioned to RingCentral’s RingEX unified cloud communications platform, and further enhanced its communications infrastructure by adding the AI Receptionist (AIR) and leveraging the RingCentral App Gallery’s Microsoft Teams integration.
- AIR
- Accelerates the integration of new locations into the company’s centralized RingCentral cloud environment, allowing new branches to start taking calls with AIR in only 15% the time it took the company in the past to make such complex IT implementations.
- Automates call routing, allowing callers to reach specific branches or departments by simply stating them, instead of navigating through rigid phone menus.
- RingEX drives a $150,000 annual reduction in telecom costs, thanks to an 11x increase in softphone adoption over their previous solution, resulting in an 80% reduction in physical phones across the company.
- The RingCentral App Gallery’s Microsoft Teams integration centralizes all calling features within the existing employee workflow, ensuring 900+ soft phone users stay connected from any location.
What’s next for the large Northeastern bank
Following the successful implementation of AI-driven call handling, the Infrastructure Manager and his team are exploring the expansion of AIR to further automate FAQ resolutions and information sharing. The team also plans to evaluate SMS capabilities to deepen client engagement through compliant, mobile-first messaging. The large Northeastern bank remains committed to leveraging these digital tools to enhance its 200-year mission of serving the New England community with integrity and security.
More to explore
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