First Mid
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
FMB relied on an unreliable, IT-dependent telephony system with limited omni-channel capabilities, impacting both agent efficiency and customer experience. Their acquisition-driven growth also created integration challenges, making their legacy platform increasingly unsustainable.
Solution
CXponent validated FMB’s requirements, guided vendor selection, and helped finalize Talkdesk as the best-fit platform. They also negotiated improved pricing and contract terms while preparing FMB for a smooth and efficient implementation.
Results
FMB reduced vendor selection risk and gained confidence in their decision through validated requirements and contract alignment. They accelerated implementation, going live quickly, while realizing added value with no advisory cost through the partner ecosystem.