Case Study: Umpqua Bank achieves a better customer experience with Webex by Cisco

How AI Enhanced Customer Experience at Umpqua Bank

Umpqua Bank, now Columbia Bank, faced the challenge of scaling its contact center after a merger while moving from on-premises systems to a cloud platform. The bank needed a solution that could support a large workforce, integrate with core banking systems, and improve customer experience across digital channels. Webex by Cisco, including Webex Contact Center and Webex Connect, was selected to help meet those needs.

Webex by Cisco implemented a cloud-based contact center with low-code workflow tools, better data integration, and AI features such as Cisco AI Assistant, Dropped Call Summaries, and Topic Analytics. The rollout was completed in five months, and the bank reported stronger agent efficiency, fewer repeat questions, better call routing, and improved customer satisfaction. Columbia Bank also handles about 10,000 calls a day with reliable uptime and is working to raise its containment rate from 40% toward 80%.

Umpqua Bank

Cameron Mitchell

Telephony Services Manager