A regional bank running a legacy ShoreTel on-premise system was facing obsolescence — with hard phones that couldn't support a hybrid workforce and a complex multi-location infrastructure that was increasingly difficult to maintain.
CTPros evaluated cloud platforms on the bank's behalf, recommended RingCentral UCaaS and Contact Center, and executed the full migration across 12 locations in approximately two months.
This Chicago-based regional bank has delivered customized financial services since 1987. With $1.2 billion in assets and 12 national locations, the institution serves customers across a range of financial products and depends on reliable, secure communications across every branch and department. The bank's hybrid workforce requires communications infrastructure that works equally well in the office or remotely — and that meets the stringent security requirements of a regulated financial institution.
When the SVP of Information Technology at this financial institution recognized the firm's legacy ShoreTel on-premise system was approaching obsolescence, the decision to move was clear — but the path forward wasn't.
The existing system had become a liability in several ways. Stationed at headquarters, it required a complex web of interconnecting devices routing out to 12 locations — a configuration that was difficult to manage and expensive to maintain. Hard phones throughout the network meant staff who worked off-site regularly had no way to communicate with teammates or customers unless they were physically at their desks. For a bank operating a hybrid workforce and expecting to grow, that constraint was no longer acceptable.
Security was an equally pressing concern. Financial institutions handle sensitive customer data across every interaction, and the ShoreTel platform — aging and increasingly unsupported — wasn't the right foundation for the security posture the bank required going forward.
The SVP had previously worked with CTPros when issues arose with the ShoreTel phones. That relationship, and the trust it had built, made CTPros the natural choice to lead the transition.
"We chose RingCentral because of their relationship with Converged Technology Professionals. Converged can bring oversight to the project other companies didn't have. We wanted a partner that knew what to do and how to get there."
SVP of Information Technology, Large Regional Bank
CTPros Senior Account Executive Scott Dressel led the engagement. Knowing that security and flexibility were the bank's top priorities, Dressel researched the leading cloud platforms and narrowed the field to a shortlist of viable options — including 8x8 and Zoom. He then presented leadership with a side-by-side comparison covering cost and feature highlights so the decision could be made on clear, comparable information rather than competing vendor pitches.
The bank chose RingCentral — specifically because of CTPros' Diamond Delivery Partner relationship with the platform and the level of implementation oversight that relationship enables. RingCentral's HITRUST certification also addressed the security requirements head-on, and the platform's flexibility across UCaaS and CCaaS made it a strong fit for a bank with both back-office and customer-facing communications needs.
With the platform selected, CTPros' Technical Account Management team took over. The lead TAM ran twice-weekly planning meetings throughout the project — organizing the migration, designing the system configuration around how end-users actually work, and ensuring the contact center and bank staff environments were set up to work correctly together. Training was included before go-live so staff could adopt the platform without disruption. The full migration across 12 locations was completed in approximately two months.
The move to RingCentral delivered across the board for this financial institution. The system provides a level of agility and security the ShoreTel platform never could — and the contact center now gives agents a clean, unified way to manage calls from the bank's main phone line without the complexity of the old multi-device setup.
The specific outcomes the bank has noted:
A single RingCentral app gives all 255 staff access to the same communications tools regardless of where they work — office, branch, or remote
Real-time collaboration tools accessible across all 12 locations mean agents have the information they need when a customer calls
Omnichannel capabilities give bank customers multiple modern ways to connect, improving service levels across the board
Softphones via computer or cell phone replaced desk phones for staff who work off-site — no more being unreachable outside the office
Elimination of third-party vendors for services like faxing reduced costs and cut down on the app overload the team had been managing
The migration itself — from planning through implementation, training, and support — was completed without disruption to daily operations.
"We have been very happy with our decision to move to RingCentral and appreciate the value Converged brought to the table as a partner with their advice and ongoing support."
SVP of Information Technology, Large Regional Bank
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