A regional bank needed to improve member experience, reduce frustrating call transfers, and equip its contact center with better tools for quality assurance and faster resolution. Bluewave helped the bank align stakeholders, evaluate providers, and select a cloud contact center platform that improved efficiency and supported long-term growth.
Industry: Regional banking
Scale: 50+ branches and nearly 3,000 employees
Need: Improve member experience and contact center efficiency
Constraint: High interaction volume, transfer friction, limited progress in vendor evaluation
Bluewave Role: Align stakeholders, clarify requirements, evaluate providers, and guide solution selection within budget.
he bank’s contact center team was supporting more than 8,000 member interactions per month, and leadership knew the current experience needed to improve. Frequent back-and-forth transfers between branches and agents were creating frustration for both employees and members.
At the same time, the bank wanted to improve first call resolution, strengthen quality assurance, and select a cloud contact center platform that could support compliance, scale, and future growth.
With a vast landscape of CCaaS providers in the marketplace, the client wanted to ensure they chose a robust cloud-based contact center solution that optimized their member experience, exceeded compliance requirements, and one that could meet their company’s growth objectives.
The bank had already started vetting providers, but progress was slow. Bluewave stepped in as an extension of the client team, brought together the right stakeholders, and helped define the bank’s customer experience goals, integration needs, and budget requirements in a way that made the evaluation process clearer and faster.
Bluewave then led the provider review process and helped the bank select Talkdesk based on its enterprise-grade capabilities, white-glove implementation model, ability to integrate with existing systems such as NCR secure email, and commitment to deliver phase one in 10 weeks.
“By far, the best implementation I’ve ever been through.”
– VP, Project Management
With Bluewave’s guidance and the move to Talkdesk, the bank improved core contact center performance while creating a stronger foundation for future growth. The new environment gave teams better tools, improved the member experience, and scaled well beyond the initial proof of concept.
The seamless training, testing, and implementation of the Talkdesk cloud contact center platform brought about several positive outcomes:
With better features and tools, agent handle times decreased significantly. This efficiency improvement allowed agents to handle more inquiries in less time, resulting in a streamlined operation.
The bank gained live monitoring and better training tools, giving supervisors more visibility and enabling real-time coaching and support.
The bank saw a positive improvement in first call resolution, helping resolve member inquiries more effectively on the first interaction.
A new knowledge base made it easier for representatives to access information and respond more accurately and consistently.
What began as a proof of concept expanded to more than 160 seats across operations, with the bank now handling more than 9,000 calls and chats per month on the platform.
Bluewave helps organizations assess their current CX environment, compare provider options, and implement best-fit contact center solutions with better commercial and operational outcomes.
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