Today, First Horizon is “all in with Webex branded products,” according to O’Dell.
In addition to Webex Contact Center, First Horizon is also leveraging Webex Events to host monthly virtual events that keep customers informed about what’s going on at the bank. And during the pandemic, when many of the company’s contact center agents began working remotely, Webex Meetings and the Webex App played an important role in keeping everyone connected.
According to O’Dell, First Horizon had about 200 Webex users before the pandemic. To date, it’s reached over 1,800 active users every month.
Because some executives still worked in the office, First Horizon installed telepresence in three more meeting rooms. This allowed in-office and remote executives to collaborate while maintaining social distance across multiple conference rooms. O’Dell purchased Cisco Rooms Kits and cameras to ensure video quality, features, and functionality were at their best.
As the default softphone for the entire organization, the Webex App reduces the number of applications First Horizon needs to troubleshoot and manage on a daily basis. Now, agents have one phone number no matter where they’re working on any given day.
“Folks are able to work from home and still have all the same features and functionality as if they were sitting at their desks,” O’Dell explained. “Webex has made for a smooth transition and utilization of services.”
Although he appreciates the benefit of having one tool to simplify the agent experience, O’Dell also enjoys the ability to integrate other products with the Webex collaboration suite. This not only lets First Horizon onboard new tools as it sees fit, but also helps the company connect to external third parties.
“An openness to work with competitors is critical for a collaboration platform,” said O’Dell. “By joining forces and working with partners, it helps keep Webex a frontrunner and leader because it can integrate with open platforms to ensure that tools are always staying current and maintaining stability.”