Umpqua Bank
How AI Enhanced Customer Experience at Umpqua Bank
Umpqua Bank is using AI features like call summaries and smart routing to improve the customer experience its call center delivers.
Products
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WEBEX SUITE
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MeetingsVideo conferencing and screen sharing
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EventsIn-person and hybrid event management
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CallingCloud calling and phone system
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Video MessagingVideo messaging and screen recording
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MessagingGroup messaging, chat, and file sharing
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PollingInteractive Q&A, quizzes, and polling
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WebinarsLarge meeting and virtual event hosting
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WhiteboardingDigital co-creation and brainstorming
WORKSPACES
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Collaboration Devices
Explore AI-powered devices for any space.
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Workspace Designer
Design your own meeting room.
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Workspaces
Get blueprints for incredible outcomes.
CUSTOMER EXPERIENCE
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AI Agent
Dynamic AI interactions that lead to customer resolutions
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Cloud Contact Center
Intelligent, digital to human customer interactions
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AI Assistant for Contact Center
Empower agents, supervisors, and customer-facing teams with AI
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CPaaS
Communications platform for automating customer journeys
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Workforce Optimization
Optimize agent performance and customer satisfaction
Devices
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COLLABORATION DEVICES
Solutions
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USE CASES
CROSS-PLATFORM
Resources
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APP INTEGRATIONS
Transforming operations
Webex Contact Center provided Umpqua Bank with AI features such as topic analytics and natural language processing.
Challenges
To accommodate a high volume of new users and customers, Umpqua Bank migrated from an on-premise contact center to the cloud.
Solutions
Webex Contact Center provides call summaries so customers don’t have to repeat themselves if a call drops or when they’re transferred.
Results
The bank’s associates gained all the tools they needed to serve customers and deliver a positive banking experience.
Webex enables organizations to know their customers better.
Umpqua Bank leveraged Webex Contact Center to analyze their customers’ calls and sort them by topic.
Smarter routing
Webex’s topic analytics helps IVR direct customers to the right place the first time.
Natural language processing
Natural language processing helps identify trigger words to route callers more efficiently.
AI agents
AI agents can chat with customers in human-like ways, acting as a front-door for their experience.
Umpqua Bank improves the customer experience with Webex.
We found that around 20% of our general questions are about loans and need to be transferred to another department.
Cameron Mitchell, Telephony Services Manager at Umpqua Bank
We can adjust our IVR [interactive voice response] system to direct customers to the right place the first time, avoiding unnecessary holds and transfers.
Cameron Mitchell, Telephony Services Manager at Umpqua Bank
Cisco's Trust Center and Responsible AI policies were instrumental in easing this process. Every time we needed more information, the Webex team was incredibly supportive.
Cameron Mitchell, Telephony Services Manager at Umpqua Bank
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Empowering change at Umpqua Bank
Webex Contact Center enabled Umpqua Bank to migrate its contact center off site.
Call summaries
Thanks to Webex’s call summaries, Umpqua Bank contact center agents don’t need to ask callers to repeat their information and reasons for calling.
Improved routing
Using Webex, Umpqua Bank can direct callers to the right agent or department faster.
AI agents
With Webex, Umpqua Bank plans to use AI agents to greet customers and triage their problems.
