Case Study: BofI Federal Bank achieves scalable, integrated customer service with Jack Henry Banking’s jhaCall Center

BofI Federal Bank - Customer Case Study

BofI Federal Bank, a San Diego–based, branchless bank with $8.2 billion in assets, needed a deeply integratable, customer-focused replacement for its legacy call center platform to better connect telephony, CRM and core banking systems. To meet that need the bank selected Jack Henry Banking’s jhaCall Center solution.

Jack Henry Banking implemented jhaCall Center with CTI integration (working with Synapsys), iTalk IVR and connections to the bank’s core systems, enabling screen pops, ANI lookups, multiple back-office tickets from a single contact and richer analytics. The result: faster customer authentication and resolution, improved data integrity and operational efficiency, and a more reliable, scalable call center that has become a key driver of BofI Federal Bank’s customer experience.

BofI Federal Bank

Adrielle Robinson

Salesforce Administrator