Winning with Unified Communications and Collaboration (UC 2 TM ) in Banking March, 2008

Agenda Collaboration: business as usual Insurance customer pain points Driving business value for banking customers DEMO: the roles of the customer & bank customer care agent Customer references

Collaboration: business as usual

Insurance customer pain points

Driving business value for banking customers

DEMO: the roles of the customer & bank customer care agent

Customer references

Working collaboratively is now business as usual Sharing is critical to success Smart business leaders—a group that increasingly includes workers who have grown up with the Internet—know how powerful collaboration can be True innovation is virtually impossible without collaboration, and innovation is indispensable to success Companies must: Make data available to more people across the organization Change the corporate culture Implement tools to harness collective knowledge, experience and communities In IBM’s recent CEO study, more than 75 percent of the 765 CEOs queried cited collaboration and partnering as very important to their innovation efforts. 1 1 IBM, Global CEO Study 2006 , March 2006.

Sharing is critical to success

Smart business leaders—a group that increasingly includes workers who have grown up with the Internet—know how powerful collaboration can be

True innovation is virtually impossible without collaboration, and innovation is indispensable to success

Companies must:

Make data available to more people across the organization

Change the corporate culture

Implement tools to harness collective knowledge, experience and communities

A new kind of company can emerge from these new styles and methods of collaboration A collaborative environment is: Limitless: Collaboration is about breaking down barriers—Great ideas can come from virtually anywhere inside or outside of your organization Participative : The sense of common endeavor—of activities driven by shared interests, goals and values—is likely to become more important than a formalized structure under which endeavors are individually pursued Innovative: The successful company will likely use collaboration to create innovative processes, products or services that differentiate the company from the competition—and set the stage for profitable growth

A collaborative environment is:

Limitless: Collaboration is about breaking down barriers—Great ideas can come from virtually anywhere inside or outside of your organization

Participative : The sense of common endeavor—of activities driven by shared interests, goals and values—is likely to become more important than a formalized structure under which endeavors are individually pursued

Innovative: The successful company will likely use collaboration to create innovative processes, products or services that differentiate the company from the competition—and set the stage for profitable growth

Pain Points: Problems that keep you up at night Staff costs and turnover are high…our workforce is aging…how can we optimize productivity? Customers are conducting more of their business online and have high expectations for the interactive services we provide Growing revenue profitably is the watchword of our CEO How do we do a better job of cross-selling and/or up-selling to our existing customers? How can we provide our employees with a consistent set of tools and access to information and expertise? Can we make better use of customer data to gain deeper insight and deliver targeted, relevant offerings? The integration of voice, video and text— given current infrastructures—is challenging!

Delivering Tangible Business Value with Collaboration Enable remote workers – expand your business coverage Conduct meetings with dispersed teams over web conferencing Conduct design sessions for new products between offices without flying Improve customer service by cutting time to answers, reducing phone time and increasing customer satisfaction Address telephone and travel costs

Bank Customer Services Demo Demonstrating Business Value Get answers in timely manner, eliminate lag from e-mail/voice mail tag Know when someone is available and how best to reach them Support better decision making with faster access to accurate information Locate skills and expertise best suited to specific business problems Share knowledge among broader and dispersed teams Improve work group communications and teaming Work in the applications and with the tools that best accomplish the task

Get answers in timely manner, eliminate lag from e-mail/voice mail tag

Know when someone is available and how best to reach them

Support better decision making with faster access to accurate information

Locate skills and expertise best suited to specific business problems

Share knowledge among broader and dispersed teams

Improve work group communications and teaming

Work in the applications and with the tools that best accomplish the task

Large European Bank Company Requirements Respond more quickly and cost-effectively to customer inquiries Reduce internal telephony costs Enhance collaboration and knowledge sharing Integrate with Microsoft Outlook & Office + Bank Teller applications Solution Global Technology Services designs new voice infrastructure Sametime for IM, Presence & VOIP chatting Integration with Cisco and Siemens Integrate Sametime UC Services into Bank Teller applications Customer Value Enhanced communications among branches, Contact Center and Business Units Improved customer responsiveness 3.5M Euros in annual telephony savings Anticipated top-line growth 6 million customers 3000 branches 40,000 employees

Company Requirements

Respond more quickly and cost-effectively to customer inquiries

Reduce internal telephony costs

Enhance collaboration and knowledge sharing

Integrate with Microsoft Outlook & Office + Bank Teller applications

Solution

Global Technology Services designs new voice infrastructure

Sametime for IM, Presence & VOIP chatting

Integration with Cisco and Siemens

Integrate Sametime UC Services into Bank Teller applications

Customer Value

Enhanced communications among branches, Contact Center and Business Units

Improved customer responsiveness

3.5M Euros in annual telephony savings

Anticipated top-line growth

6 million customers

3000 branches

40,000 employees

Major International Financial Services Firm Company Requirements Create new, diverse set of businesses through a merger Share knowledge, best practices for competitive advantage Solution Lotus Notes, Lotus Sametime, Lotus Connections to foster a collaborative community Integration with Nortel, Avaya, Cisco Phased approach: extend Sametime to all 40K employees, converge networks, add VoIP, IP phones, video, integration to business processes Customer Value Accelerate execution of company merger Cost savings: Reduced infrastructure complexity and IT support Increased productivity: drives process innovation, new value Greater customer satisfaction: decreased time-to-market, increased information delivery quality 20% of employees expected to retire within 3 years—knowledge assets retained, “millennials” toolset expectations met Global financial services co. 40,000+ employees 6 continents, 34 countries Clients: Large majority of the Fortune 500 & Global 500

Company Requirements

Create new, diverse set of businesses through a merger

Share knowledge, best practices for competitive advantage

Solution

Lotus Notes, Lotus Sametime, Lotus Connections to foster a collaborative community

Integration with Nortel, Avaya, Cisco

Phased approach: extend Sametime to all 40K employees, converge networks, add VoIP, IP phones, video, integration to business processes

Customer Value

Accelerate execution of company merger

Cost savings: Reduced infrastructure complexity and IT support

Increased productivity: drives process innovation, new value

Greater customer satisfaction: decreased time-to-market, increased information delivery quality

20% of employees expected to retire within 3 years—knowledge assets retained, “millennials” toolset expectations met

Global financial services co.

40,000+ employees

6 continents, 34 countries

Clients:

Large majority of the Fortune 500 & Global 500

Summary: Solutions that drive business value for Banking customers Staff costs and turnover are high…our workforce is aging…how can we optimize productivity? Customers are conducting more of their business online and have high expectations for the interactive services we provide Growing revenue profitably is the watchword of our CEO How do we do a better job of cross-selling and/or up-selling to our existing customers? How can we provide our employees with a consistent set of tools and access to information and expertise? Can we make better use of customer data to gain deeper insight and deliver targeted, relevant offerings? The integration of voice, video and text— given current infrastructures—is challenging! We are able to offer a rich set of interactive services...including online education, targeted product information...and communicate with customers in real-time Our open standards-based UC strategy lets us collaborate simply, effectively & securely—internally, and with customers & partners Our sales and customer service organizations have real-time access to the people, data & applications to provide on-the-spot results Immediate access to information & expertise has dramatically enhanced staff productivity…and retention! Targeted products cost less to develop and sell & better address customer needs Our marketing team can easily collaborate with customer service and sales to deliver products our customers want We’ve changed from a transaction-oriented to a sales & services-oriented culture…we know our customers better!

Thank You!