First Mid Bank & Trust
First Mid Bank
First Mid Bank partnered with CXponent to navigate vendor selection, negotiation, and implementation planning for a modern contact center platform. Facing unreliable systems, limited omni-channel capabilities, and internal resource constraints, FMB needed expert guidance to confidently move forward. CXponent validated requirements, helped select Talkdesk, negotiated improved contract terms, and prepared the organization for a seamless go-live. The result was reduced risk, faster implementation, and a scalable CX platform—delivered with no advisory cost through the partner ecosystem.
10% Cost Savings
Negotiated Discount on Final Vendor Contract
30 Days
Accelerated Go-Live Timeline from Signature
$10K+
Advisory Services Delivered at No Cost
Challenge
First Mid Bank was operating on an unreliable hosted contact center platform that frequently disrupted business operations and required IT or the vendor to perform basic administrative tasks. The platform lacked modern omnichannel capabilities, reporting, and scalability, while leadership struggled to confidently select a replacement solution that could support the bank's customer experience goals and acquisition-driven growth strategy.
Solution
CXponent validated First Mid Bank's requirements, guided the evaluation process, and helped leadership confidently select Talkdesk as its future-state contact center platform. In addition to supporting vendor selection, CXponent negotiated improved pricing and contract terms, validated service order requirements, and provided implementation advisory services to ensure a seamless transition and successful deployment.
Results
By leveraging CXponent's expertise and partner ecosystem, First Mid Bank reduced vendor selection risk and gained confidence that its chosen solution would meet both operational and regulatory requirements. The organization accelerated implementation by preparing for deployment while finalizing contracts, enabling its primary contact center to go live within 30 days of signature while modernizing customer experience capabilities across channels.