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One Bank, One Architecture

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  • 1. one bank. one architecture. creating an agile financial services enterprise Son Phan CTO & COO Cisco Systems Vietnam 1 Presentation_ID © 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential Agenda Global financial services & IT trends Global financial services challenges Addressing your challenges with Cisco’s one bank, one architecture solution What is Cisco® SONA and how will you benefit? Summary of OBOA solution set and roadmap 2 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 1 Presentation_ID.scr
  • 2. Global financial services trends Growth is in the spotlight – and technology is key to increasing profitability, branch transformation and compliance United States Reducing cost and improving productivity through enabling Asia Virtualising contact employees to connect securely to centres to minimise risk and corporate networks from home increase customer intimacy Australia Turning branches into retail Europe Giving staff an integrated view of stores where customers can order coffee, customer data to enable them to cross-sell watch promotional videos and make profitable services, such as credit cards, enquiries at intelligent information kiosks bancassurance and wealth management Converged networks providing unified communication supporting new & more effective business models and offer competitive advantage 3 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential What does the future look like? Communication technology impacting customer expectation Quad play standard by 2010 Banks look for new ways to compete with consolidated rivals Adaptable business models = key competitive advantage Speed of innovation and customer retention create long-term value IT critical to competitive advantage, not just cost efficiency Finding, training and retaining talented people the top HR challenge 4 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 2 Presentation_ID.scr
  • 3. Global IT trends Financial services CIOs focus on using technology to differentiate and grow business 80% of banks are aligning IT strategy to business objectives What they’re doing: – IP voice convergence better service and sales and save cost – Service-oriented architecture greater flexibility for application collaboration – Service-oriented infrastructure more efficient IT utility model – Virtualisation more flexible and efficient use of IT infrastructure 5 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Challenges 1. Increasing customer intimacy 2. Minimising risk and maximising security 3. Integrating disparate applications 4. Simplifying and globalising 5. Maximising employee productivity 6. Reducing cost and increasing agility 6 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 3 Presentation_ID.scr
  • 4. Addressing your challenges with Cisco’s one bank. one architecture 7 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1 Increase customer intimacy by converging voice, data, wireless and video onto one standardised and secure network Enable customers to transact anywhere, anytime Get a real-time understanding of customer behaviour Integrate the latest technologies to deliver new services 8 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 4 Presentation_ID.scr
  • 5. Multichannel customer service management Improve service a 360 their Customers haveand ROI by: preferred customer, enabling consistent, high banking, Employees can choose degree view of service channels (branches, internet quality call–centre, ATMs, kiosks, email,improving cross-sell and upsell service across all channels the right channels fax, instant message and SMS) and Aligning services with and mobile phone, access rich services from anywhere – Coordinating efforts across channels to reduce cost – Using integrated reporting to manage service quality, performance and compliance Technology solutions Unified communication Contact centre integration Workforce optimisation Self-service Wireless & mobility 9 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Unified Communications Streamline Business Processes A VIP customer calls Using wireless, logs VIP Account relationship account manager with into Unified Personal manager answers with a question for FX Communicator cell phone Structured products Uses Presence to locate Account Mgr follows Initiates immediate Agreement reached & the bank’s wealth up with the customer web, video and audio viewed by all parties to close deal management specialist session Speed Decision-Making and Streamline Business Processes 10 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 5 Presentation_ID.scr
  • 6. Multichannel Service Management …Interaction and Collaboration email Financial Advisor Chat Converged Virtual Network Contact Video Center Fax Branch Advisors Voice 11 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Innovative branch Differentiate service Improve customer pain points Address service and sales Market waiting customers in-branch usingso staff can identify them as they enter Issue RFID cards to high value customers IP (e.g. IP-enabled kiosks) Reducedirect to times with self-service options TV and flexible web technologies Provide richer customerwith to keep staff upwireless Use the same in touch experiences using immediately with videoconferencing Put customers technologies the right personto date (e.g.other channels available in branch and concierge services, relaxed consultation settings) Take services to where they’re needed (mobile branch / specialists) Technology solutions Unified communication Contact centre integration Workforce optimisation Self-service Wireless & mobility Electronic marketing Business security Recording & archiving Knowledge management 12 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 6 Presentation_ID.scr
  • 7. Consumer retail environments comes to Retail Banking 13 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 7 Presentation_ID.scr
  • 8. 15 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Sense and respond Sense customer needs in real time or real-time interactions including: Create a to customer needs via customer experience Respondconnected and relevantrich, before purchase by: Fully capture customer needs and interests Person to data associated with a unique customer or employee Capturing person Improve retention and policies Person to it to developgrow chat) Analysing machine (invite to revenue Storing policy decisions andATM or IVR) at next opportunity Machine to person (offer at applying them Machine to machine (SMS alerts) Technology solutions Unified communication Contact centre integration Self-service Network architecture planning 16 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 8 Presentation_ID.scr
  • 9. Leveraging Converged Communications to Better Respond to Customer Needs Today Tomorrow Remote Self Crosss Digital Tailored expert service Sell info solutions • 98% of interactions are at the ATM, in person, or on the phone • The majority of interactions are transactional Rich M- M- RFID VOD in nature ATM commerce banking sales • Lack of insights into customer behavior at • Leveraging rich, personalized, and interactive the front/connectivity line hampers revenue communications to allow real-time delivery of generation activities tailored sales messages to customers 17 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2 Minimise risk & maximise security with Cisco’s intelligent information network and integrated security Safeguard important customer and enterprise data Protect business continuity Stay ahead of complex and ever-changing regulation Achieve operational excellence 18 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 9 Presentation_ID.scr
  • 10. Business continuity and disaster recovery planning In the event of and maintain a business continuity infrastructure Protect againstdisaster, you can: Create, validate service breaks with a resilient Ciscoplan Seamlessly switch operations to a backup site unprecedented availability Align with best practice and the independent BCP standard with a Cisco solution framework and network functions, including communications, applications and user data mirroring design Sustain critical access Be confident to enable sharing of network resources virtualisation your business can restore interrupted critical business functions within an expected time frame Enable employees to work from anywhere with secure access to all the network resources they need Technology solutions Unified communication Wireless and mobility Business security Application load balancing & offload services Storage fabric services Server virtualisation & provision Network architecture planning 19 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Compliance and risk management Accelerate compliance and maximize security with Cisco’s self-defending Take a whole-organisation approach to risk and gaincomplianceadvantage Deliver effective multimedia training to ensure competitive network Automate data management (e.g. email and data archiving) to improve Employees can access personalised resources via any web-enabled PC at times that suit work schedules enterprise Integrate identity management across your operational efficiency and security Minimise disruptions to compliance reporting to managers Provide comprehensivebusiness with powerful integrated security Centralised administration lets you document who received training and when cost and time toerrors, fraud and breaches in confidentiality Safeguard Reduce data against compliance Simply meet complex requirements (e.g. SOX, Basel II, PCI, HKMA, MAS) Technology solutions Unified communication Wireless & mobility Business security Recording & archiving Knowledge management Network architecture planning 20 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 10 Presentation_ID.scr
  • 11. 3 Integrate disparate applications by embedding intelligent application capabilities into your network Take a whole-bank, whole-customer approach Reduce complexity Break down usage silos between applications Get more out of enterprise data and improve services Drive more cross-sell and upsell opportunities Free resources for new product development and speed time to market 21 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Enterprise application integration Use intelligent optimisation, back office applications features to: Integrate front office and acceleration & security to: Keep all applications running at peak sharing front-office dealing room information Enable service innovation (e.g. by Improveback-officeat all layers of system) with efficiency core banking the network Reduce costsales and services Improve by embedding common functions such as encryption in network Improve partner integration Technology solutions Application integration Application security Application visibility Application optimisation Network architecture planning 22 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 11 Presentation_ID.scr
  • 12. 4 Simplify & globalise with an intelligent network infrastructure that is flexible, scalable and efficient Simplify and integrate diverse systems and data centres Efficiently and securely integrate partners Leverage lower cost capability offshore and compete globally 23 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Data centre and branch server consolidation Get a roadmap Manage with less Do morethe most demanding mergers or acquisitions Know where you’re headed with an architectural vision based on business needs Rapidly provisioning and management Simplify set up or integrate new sites of servers Reduce recurring architectures for software, communication Use standardised costs resources with Cisco’s virtual SAN and operations) Consolidate data centre(hardware, different domain areas (e.g. campus, branch, data centre) maximise return on assets Optimise the way services are delivered across resources Take advantage of virtualisation to Apply consistent security policies Technology solutions Business security Application optimisation Application delivery acceleration Application load balancing & offload services Compute services Storage fabric services Server virtualisation & provision Network architecture planning 24 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 12 Presentation_ID.scr
  • 13. 5 Maximise employee productivity by integrating applications and services with Cisco Unified Communications Unlock productivity gains and improve customer service Introduce consistent communication, learning and knowledge management Enable employees to work and collaborate anywhere, anytime Accelerate new product development 25 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Operational efficiency A more flexible, productive workforce More responsive, informed employees Resolvecontact centre agents can work faster withincreasing efficiency Virtual customer and business issues remotely, rich IP communications (e.g. videoconferencing) can simply connect from home, office or other location with Knowledge workers Use online tools to check processes, responsible person & their availability Cisco VPN solutions Stay up agents, and engaged with fresh, flexible communication Mobile to date financial advisers and other specialists can access network via (e.g. e-learning, IPTV, interactive web services) wireless notebooks, tablet PCs and handheld devices Technology solutions Unified communication Wireless & mobility Knowledge management Network architecture planning 26 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 13 Presentation_ID.scr
  • 14. 6 Reduce cost & increase agility by standardising, simplifying and integrating networks, services and applications Lower total cost of ownership Reduce complexity Create a more efficient and productive organisation Free resources to innovate, deliver value to your customer and drive growth Gain a competitive advantage 27 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential one bank. one architecture The one bank, one architecture end-to-end solution is designed to help you reduce cost and increase agility across all the business domains discussed so far Whatever business models your people or competitors come up with next, our solution helps you be ready to deploy them – fast Technology solutions One bank, one architecture end-to-end solution set 28 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 14 Presentation_ID.scr
  • 15. Case study: Sovereign Bank Aim: To increase efficiency and productivity and reduce cost Solution: Cisco IP voice and video communications and Cisco Unified Communications Results: Solution delivered in more than 80 branches in one weekend Centralised management improves control, reduces cost Increased productivity Consistent customer experience Enables service innovation 29 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Case study: State Bank of India (SBI) Aim: To create a universal banking infrastructure and enable anytime, anywhere banking Solution: Cisco converged IP network connected more than 8,000 locations and deployment of 11,200 IP phones Results: Secure, reliable and highly available customer self-service (remote account access and internet banking) Reduced telephony costs (multiplier effect over time) Enhanced collaboration and productivity with XML-based applications on IP phones Increased competitiveness in global market 30 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 15 Presentation_ID.scr
  • 16. What Differs Cisco from the rest? Application Business Collaboration layer applications applications Resource allocation gap Collaboration gap Business application gap Need: • Implement SOA Reduce cost, increase Increase productivity management Application networking services Interactive • efficiency Adaptive services services Extend global business reach Increase business flexibility layer • Consolidate servers/data • Speed of Flexible work environments centres • deployment/re-deployment Get closer to customers Infrastructure services infrastructure Networked layer Server Storage Clients Networks Cisco’s one bank, one architecture can help you close the gaps. 31 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Business architecture for banks ENTERPRISE SERVICE BUS AND BUSINESS METADATA ENTERPRISE SERVICE BUS AND BUSINESS METADATA ENTERPRISE SERVICE BUS AND BUSINESS METADATA ENTERPRISE SERVICE BUS AND BUSINESS METADATA ENTERPRISE SERVICE BUS AND BUSINESS METADATA ENTERPRISE SERVICE BUS AND BUSINESS METADATA Your network touches your whole enterprise – and is the logical place to begin to build a true shared services infrastructure 32 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 16 Presentation_ID.scr
  • 17. What is Cisco® Service-Oriented Network Architecture (SONA)? SONA is a converged IT architecture SONA turns your network into a platform that delivers services to your business Provides an architectural framework with a set of common services to close the gaps Provides a roadmap to an Intelligent information Network 33 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Closing the gaps with SONA Close business application gaps • Virtualise network • Implement SOA services • Increase business flexibility • Virtualise business • Improve speed of deployment/redeployment processes Close collaboration gaps • Increase productivity • Virtualise people, • Extend global business reach clients and services; • Enable flexible work environments time and location • Get closer to customers Close resource allocation gaps • Virtualise • Reduce cost, increase efficiency infrastructure • Consolidate servers/data centres • Reduce capex/opex Break down the barriers of fragmented applications, disjointed technology infrastructure and disparate business processes 34 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 17 Presentation_ID.scr
  • 18. Case study: London Stock Exchange Aim: To accelerate applications, business processes and profitability Solution: Cisco foundation architecture and Cisco SONA Results: World’s fastest real-time trading information system 100,000 terminals in over 100 countries receive information up to 15 times faster Increased trading volumes, efficiency and competitiveness Double digit percentage reduction in total cost of ownership 35 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential With Cisco’s one bank, one architecture and SONA you can: Create an Architecture and a roadmap Progressively improve network intelligence and efficiency Free funds for innovation – while meeting growing demands Customise standardised network designs Standardise and virtualise to improve asset usage Prevent outages with built-in services Speed up SOA deployment and application integration Improve communication and collaboration Increase productivity 36 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 18 Presentation_ID.scr
  • 19. For your bank’s customers and employees: The new communication paradigm is coming... VOICE AND VIDEO MOBILITY ACCESS COLLABORATION Instant SECURE Messaging Video on Demand Client Contact Collaboration Integrated Telephony Conferencing 37 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Your IP network becomes the enabling business platform Retail Bank Branches Retail Bank HQ Customer Management Centric BackOffice Banking Governance Admin Banking Services E-advertising Ubiquitous / Secure E-Learning Broadband DataCenter IP IP Security Processing Telecomms Telephony & Video Data, Voice & Video Over IP CallCenter Databases Mainframes Branch Infrastructure Security Intelligent Multi-Channel Product and Banking Network Cross Selling Policy 38 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 19 Presentation_ID.scr
  • 20. One bank, one architecture solutions Business Data centre Business Multichannel Sense continuity Compliance Enterprise consolidation domains customer Innovative Operational and & disaster & risk application and branch service branch efficiency respond recovery management integration server Technology management planning consolidation solutions Unified communication Contact center integration Workforce optimisation Self-service Wireless & mobility Electronic marketing Business security Recording & archiving Knowledge management Application integration Application security Application visibility Application optimisation Application delivery acceleration Application load balancing & offload services Compute services Storage fabric services Server virtualisation & provision Network architecture planning 3. Integrate 5. Maximise 2. Minimise risk and 4. Simplify 1. Increase customer intimacy disparate employee maximise security and globalise applications productivity Business benefits 6. Reduce cost & increase agility 39 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential How we develop your one bank, one architecture roadmap Analyse what you want to achieve Determine your business needs and assess them against your existing infrastructure Develop a plan that will meet your requirements and a conceptual design for you Agree a proforma of target results Proceed to a pilot – or even straight to full implementation 40 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 20 Presentation_ID.scr
  • 21. Thank you www.cisco.com 41 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential © 2006, Cisco Systems, Inc. All rights reserved. 21 Presentation_ID.scr