Case Study: First Resource Bank elevates customer experience with Altigen’s CoreEngage and Microsoft Teams

First Resource Bank modernizes customer service with Altigen and eight years of Best Place to Work culture

First Resource Bank, a community bank, faced the challenge of modernizing its communications to support a mobile workforce and improve customer service without losing its personal, human touch. Their existing hosted PBX system no longer aligned with their goals. They partnered with Altigen to implement its CoreEngage contact center solution for Microsoft Teams.

The solution from Altigen transformed Microsoft Teams into an intelligent customer engagement hub, providing work-from-anywhere flexibility, actionable analytics, and AI-powered insights like call transcription. This allowed the bank to manage customer interactions more efficiently while preserving its relationship-based service. The deployment was seamless, and the bank gained greater operational control and valuable insights into call patterns to improve service delivery.

First Resource Bank