Case Study: Landmark Bank achieves high-touch, high-tech customer service with Avaya

Landmark Bank Stays HighTouch while Going High-Tech

Landmark Bank, a community bank serving Missouri, Oklahoma and Texas with over $2 billion in assets and dozens of local branches, needed to modernize its IT and communications while preserving a “small-bank” personal service model. The bank’s challenges included replacing an outdated video system, building a flexible data/voice infrastructure, and introducing skills-based routing and smarter front-end voice response so customers could still reach preferred bankers without adding staff.

Landmark implemented Avaya’s Aura platform (Contact Center, Experience Portal, session/communication manager) and Avaya Scopia HD video, enabling name-based call routing, centralized customer lines with local branch feel, and high-definition videoconferencing for meetings, training and customer consultations. The rollout improved contact-center efficiency (routing routine tasks to lower-skilled staff), cut travel costs, expanded specialist reach to small markets, and kept the bank lean while maintaining personalized service.

Landmark Bank

Brenda Emerson

Chief Information Officer