Case Study: First National Bank of Omaha achieves rapid WFH transition and 90% at-or-near-normal productivity with LiveVox

FNBO Optimizes For A New Normal — LiveVox Gives Them the Tools to Do It

First National Bank of Omaha (FNBO) needed to maintain productivity and its signature in-person customer service after the coronavirus outbreak forced agents to work remotely. Partnering with LiveVox, FNBO sought a low‑bandwidth cloud contact center with remote performance analytics and secure payment capture to rapidly move distributed teams home while protecting customer data and preserving service quality.

LiveVox implemented secure work‑from‑home connectivity (VPN/MPLS web access), unified multichannel routing, remote coaching and call‑barging, and business‑intelligence dashboards to monitor new WFH KPIs. The result: 68% of staff transitioned to remote work within 48 hours and FNBO reached ~90% at‑or‑near‑normal productivity, with measurable gains in RPC, account penetration, standardized data protection, improved payment capture reliability, and increased agent monitoring and coaching.

First National Bank of Omaha

Denise Anderson

Senior Manager, Collections Strategy