Case Study: Fulton Bank unifies service for over 230 regional banks and boosts IVR containment to 80% with NICE Systems' CXone

Fulton Bank Connects and Streamlines Service for 230 Regional Banks with NICE CXone in the Cloud

Fulton Bank, a regional financial institution expanding through acquisitions across six East Coast states, faced a fragmented contact center after absorbing more than 230 regional banks. Siloed processes, disparate systems and manual scheduling, reporting and training—exacerbated by the shift to remote work during COVID—led to redundant customer inputs, slow onboarding and limited self‑service capabilities.

Fulton implemented NICE CXone in a phased cloud migration to unify operations, automate reporting and workforce management, enable interaction recording/analytics, and expand IVR self‑service. The platform streamlined onboarding, increased agent capacity (headcount grew over 60% from 2020–2024), automated reporting and PTO workflows, delivered an IVR containment rate of about 80%, and reduced costs while providing scalable, real‑time support across its network.

Fulton Bank

Krystal Davis

Contact Center Infrastructure and Planning Manager