Bringing banking into the digital future
First United Bank & Trust is a community-focused financial institution committed to building meaningful relationships and providing customized solutions for both personal and business customers. Headquartered in Oakland, Maryland, First United offers a full range of consumer and commercial deposit products, loan services, and trust solutions. As a one-bank holding company with nearly $2 billion in assets, over 20 full-service or drive-up offices, and a dedicated contact center, the bank continuously seeks ways to enhance its operations and customer experience.
For over a decade, First United relied on Lumen’s on-premises Genesys solution. But as the financial landscape evolved, the bank recognized the need for a modern, cloud-based platform that could support its long-term digital transformation. The IT team started the search for a solution that would provide an excellent omnichannel experience, deep Microsoft Teams integration, reliable customer support, and a robust contact center platform. Plus, they were looking for a provider that would be a true partner, and set First United up for long-term success. "Like any project, we believe the more due diligence you do upfront, the more successful it is," says AJ Tasker, Vice President and Managing Director of Operations at First United.
Finding the right cloud platform
With guidance from Bridgepointe Technologies, a third-party technology advisory firm, First United evaluated multiple vendors, including RingCentral, Zoom, and Nextiva. After an in-depth comparison, 8x8 emerged as the best choice to lead the organization into the digital future.
"We did an evaluation of four or five platforms, and 8x8 came out on top," says AJ. The decision ultimately came down to flexibility, a Microsoft Teams-certified contact center solution, and outstanding support from 8x8’s advisors. "The sales folks on the 8x8 team were quick and proactive, which was a big part of our evaluation," AJ explains.
Seamless migration to the cloud
First United wasted no time in getting started with 8x8 Contact Center, configuring call flows, queues, and auto-responses to optimize efficiency. The bank also integrated 8x8 Voice for Microsoft Teams, combining the best of both platforms to create a seamless, feature-rich agent experience.
"8x8 made it so easy,” says AJ. “We went through the different options step by step together. We literally sat down and went column by column, saying ‘We need this, we don’t need that.’ And our team at 8x8 was with us the whole way. We set a go-live date, and they made it happen."
Together, 8x8’s implementation team and First United created a tailored migration plan that aligned with the bank’s unique needs and goals. Training was streamlined with 88 Second Guides and 8x8 University, offering on-demand courses and quick tutorials to ensure a smooth onboarding process for the customer service team.
