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Umpqua Bank Targets Unified Customer Experience Across Platforms

The Oregon-based bank has partnered with Q2ebanking to create consistency across channels.

At Roseburg, Ore.-based Umpqua Bank, delivering a unified customer experience with a seamless transition between channels is top of mind. To help achieve this, Umpqua recently announced it had selected Q2ebanking to power the transformation of its digital banking experience for the bank’s growing base of retail and business customers.

Sonny Sonnenstein, Umpqua
Sonny Sonnenstein, Umpqua

"We have a very unique approach to banking here," explains Umpqua's CIO Sonny Sonnenstein. "My challenge is taking soul and essence of who we are and representing that through digital channels in a manner that makes it a holistic experience for the customer."

As Sonnenstein tells it, the bank is looking to create an "omnichannel" environment for its customers, one where they can interact with the bank "anytime, anywhere, in any environment they choose" that's fully integrated across all channels and devices.

[Related: Multichannel is Becoming Omnichannel ]

Umpqua, which previously used Fiserv to support its digital banking, went with Q2ebanking for this next phase in its evolution for a number of reasons, Sonnenstein notes. Firstly, he says the fact that Q2 offers a single core solution across both retail and small business banking was an attractive feature. "I don't want to have to deal with 15 different sets of programming interfaces across different products," he adds. With Q2e, "there's the same code underneath everything," he says.

Secondly, Sonnenstein says the Q2ebanking platform was an ideal one for further experimentation as Umpqua looks to continue to evolve its digital platforms and customer-centric channel integration in the future.

"What we were looking for in a partner was a platform that doesn’t really limit our ability to innovate," he says. "This is a digital platform that allows me to evolve and be able to try some different things."

Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as a municipal and courts reporter for daily newspapers in upstate New York, Bryan has ... View Full Bio

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Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
7/26/2013 | 8:23:00 PM
re: Umpqua Bank Targets Unified Customer Experience Across Platforms
I agree that with Sonnenenstein on the ideal experience of tablets for banking. They have more screen real estate than smartphones, so it's better for doing more with your accounts than just checking balances, but still has that mobility to take it with you anywhere that customers demand.
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