Updates Coming to ESL Contact Center Phone System

It’s true — your call is always important to us. That’s why we’ll soon be making updates to the phone system you engage with when you call 585.336.1000 (or 800.848.2265).

Many of these upgrades will occur “behind the scenes” and will provide our representatives with new tools and technology to serve you more efficiently and effectively.

While you’re likely not to notice many of the elements included as part of this update, there are a couple of things we wanted to call out.

• Meet “Danielle,” the new virtual voice that will answer and direct your call. While “Danielle” may not sound like someone you’re familiar with, she will connect callers to the right place with a friendly and professional tone.
  
  It’s important to note that while the voice answering our phones may sound different, you will still connect with the same live, local representatives you’ve come to rely on for providing personalized banking service and guidance.
  
  These changes and the technology that powers them will allow us to make updates and enhancements to our phone menu much more quickly, so your call can be promptly directed to the right representative.
• You can still access TEL-E$L, the ESL telephone banking system, by calling 585.336.1000 or 800.848.2265 and pressing 2 when prompted.
• You may notice that a few menu items for directing your call may change slightly. We’ve done this to help connect you with the right representative as efficiently as possible.

FAQs

How will these changes affect my experience calling the ESL Contact Center?

Most of the changes we are making with this update occur “behind the scenes” and will have little effect on your experience.

There will be a few minor changes to the some of the menu options, so be sure to listen carefully.

Additionally, customers will be greeted with a new voice when calling our Contact Center. This voice, and the technology behind it, will help direct callers more efficiently to live Contact Center representatives

Does this update mean ESL is moving their Contact Center out of Rochester?

No. Our Contact Center representatives will continue to serve customers in our Rochester, NY headquarters.

Will the Contact Center have any interruptions in service while this update is being installed?

No. The updates will be installed overnight and be effective on November 18, 2025.