Case Study: Gorham Savings Bank achieves faster customer access and improved service with Enghouse Interactive

Gorham Savings Uses Technology to Improve Customer Service

Gorham Savings Bank in Gorham, Maine was struggling with an outdated IVR that couldn’t keep up with rapid call‑center growth, leading to long waits and busy signals. To provide quicker access to both automated information and live agents, Gorham Savings Bank turned to Enghouse Interactive and implemented Syntellect CIM for administration of voice, IVR, voicemail and agent tasks.

Enghouse Interactive’s Syntellect CIM fused IVR and contact‑center functionality, adding call recording, screen pops and improved reporting to better prepare agents and speed call handling. The solution reduced wait times and busy signals, increased contact‑center capacity, and improved the bank’s ability to serve and retain customers.

Gorham Savings Bank

Kevin Heatley

Vice President of Information Technology