The document discusses Finacle Omnichannel Hub, a solution that allows banks to provide consistent, seamless experiences across channels. It centralizes rules and processes to help banks launch new channels and products across all applications. Key benefits include superior customer experience through consistent experiences across channels, increased business agility, lower costs through centralized management, and higher success of marketing campaigns. The solution leverages existing investments while enabling omnichannel strategies.

1. FINACLE
OMNICHANNEL HUB

2. Delight customers. Deliver
seamless cross-channel
experience
Today banks are dealing with the most
connected, aware and communicative
customers ever. Customers expect
their banks to adapt to their needs and
preferences, and make services available
on a channel and time that’s convenient
to them. They demand their interactions
to be truly omnichannel - allowing them
to initiate a transaction in one channel
and seamlessly complete it in another.
And more importantly, the experience
across these channels must be consistent.
However, most of the financial institutions
are saddled with silo-based channel
applications leading to inadequate inter-
channel communications and disparate
processes. Lacking a single version of the
truth, banks find it exceedingly difficult to
provide consistency of information and
personalization of service across channels
that their customers desire.
Realizing this gap, banks around the world
have placed consistent omnichannel
experience enablement as an important
theme in their strategy. Banks are seeking
solutions which can help them leverage
their existing investments in channel
applications while empowering them
to execute their omnichannel strategies
effectively.
Finacle Omnichannel
Hub
Finacle Omnichannel Hub is an enterprise-
class channel management solution that
empowers banks to offer seamless and
consistent banking experience across
channels.
• Leveraging this solution, banks can
centralize channel rules and business
processes to accelerate the launch of
new channels as well as the rollout
of new products and services across
channel applications.
• The solution helps banks enhance
customer experience by delivering
consistent real-time information and
continuity of sales and services across
channels. It enables customers to
navigate seamlessly across channels
without losing the transaction context.
• It offers comprehensive insights
into customers’channel usage and
preferences to empower banks to
design optimal channel strategies for
various segments.
• A robust integration platform enables
banks to deploy the framework
along with their existing channel
applications, to significantly lower
Total Cost of Ownership (TCO).
Finacle Omnichannel Hub is a host and
channel agnostic solution that integrates
with back-end line-of-business systems in a
loosely coupled fashion ensuring scalability
and high performance. Banks can choose
to deploy the solution independently
or in an integrated manner with Finacle
channel solutions, such as Finacle online
banking and Finacle mobile banking. They
can also take the progressive approach of
deploying the solution with one channel
application first, and gradually extending it
to the others.
Branch Internet Mobile Others
Finacle Integration Platform
Finacle Integration Platform
Omnichannel Hub
InboxBusiness Process Management
Channel
Administration
Customer Preferences
and Entitlements
Channel Context
Manager
Transaction
Administration
Channel Maintenance Retail Entitlement
Corporate Entitlement
Retail Activity Inquiry
Corporate Activity Inquiry
Monitoring
Auditing
Reporting Infrastructure Scheduling
Alerting
Infrastructure Modules
Segment Maintenance
End User Functionality
Assisted User Functionality
Deposits Payments CRM Loans
Wealth
Management
Others
Functional architecture
2 IExternal Document © 2016 EdgeVerve Systems Limited

3. Key modules
Channel administration
This unified channel management
solution empowers banks to centralize
channel rules and business processes in
assisted as well as self-serve channels.
It enables banks to configure customer
segment specific rules such as amount
based limits, authorization setup, among
others. These rules are applied across
channel applications to ensure a tailored
experience to various customers segments
across channels. In addition, the channel
administration module captures rules
associated with various banking channels -
such as authentication modes and financial
and non-financial services allowed.
This ensures unified and optimum control
across channel applications.
Customer preferences and entitlements
This module acts as a centralized repository
for maintaining customer-specific
entitlements and preferences. It enables
the personalization of channel experiences
by customers themselves as well as by their
relationship managers. Customers can
define their preferences for financial and
non-financial services such as transaction
limits, authentication preferences, currency
preferences, which can be uniformly or
selectively applied across various channels.
Channel context manager
Channel context manager enables a
seamless cross channel experience for
customers. This module maintains a
context of transactions in the form of
snapshots, which can be inquired by
customers or bank users. It enables
seamless channel hopping by providing
users the flexibility to resume saved
transactions from a different channel. This
module percolates information and actions
emerging from cross-channel transactions
to appropriate channel applications.
Transaction administration
This module acts as a central engine for
maintenance of various transaction rules.
Leveraging this, banks can define rules for
various types of financial and non-financial
transactions such as bill payments and
trade administration.
The transaction administration module
helps banks understand and analyze
customer preferences and usage patterns
across channels. It enables them to track
Key Performance Indicators (KPIs) to
measure the success of various channels in
advancing customer acquisition, retention
and right-sell goals.
Business benefits
Superior customer experience
The Finacle Omnichannel Hub amplifies
customer experience by delivering
consistent and seamless experience
across channels. The solution captures
the context of ongoing transactions to
ensure that customers can move across
interaction channels seamlessly without
having to repeat information that they
have already provided in another channel.
As transactions and data are updated in
real time, customers have access to latest
information irrespective of the channel
used, making banking convenient,
consistent and truly delightful.
Business agility
The solution orchestrates interactions
between various channels and back office
solutions to accelerate introduction of new
products and services across channels.
Banks can roll out new channels such as
tablet banking, Facebook banking swiftly
and manage them centrally by using this
unified channel management solution
Manage costs
The solution facilitates reuse through a
centralized channel management platform,
to eliminate duplicated effort for launching
similar capabilities across channel
applications. The unification of various
customer touch points helps banks better
understand customer behavior across
segments, as well as their product/channel
preferences and price sensitivity. This
enables them to optimize channel usage
and migrate low cost transactions to low
cost channels. Banks can thus deploy high-
value branch staff in specialized functions
thereby reducing customer service costs.
Higher right sell success
By enabling deeper understanding
of channel preferences by customers,
the solution enables banks to deploy
marketing campaigns through appropriate
channels to increase success rates. This
essentially empowers banks to execute
strategies to bring right product to the
right customers through the right channel.
External Document © 2016 EdgeVerve Systems Limited I3

4. www.finacle.comFor more information, contact finacle@edgeverve.com
©2016 EdgeVerve Systems Limited, a wholly owned subsidiary of Infosys, Bangalore, India. All Rights Reserved. This documentation is the sole property of EdgeVerve Systems Limited (“EdgeVerve”).
EdgeVerve believes the information in this document or page is accurate as of its publication date; such information is subject to change without notice. EdgeVerve acknowledges the proprietary rights
of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. This document is not for general distribution and is meant for use solely
by the person or entity that it has been specifically issued to and can be used for the sole purpose it is intended to be used for as communicated by EdgeVerve in writing. Except as expressly permitted
by EdgeVerve in writing, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing,
photocopying, recording or otherwise, without the prior written permission of EdgeVerve and/ or any named intellectual property rights holders under this document.
About Infosys Finacle
Finacle is the industry-leading universal banking solution from EdgeVerve Systems, a wholly owned subsidiary of
Infosys. The solution helps financial institutions develop deeper connections with stakeholders, power continuous
innovation and accelerate growth in the digital world. Today, Finacle is the choice of banks across 94 countries and
serves over 848 million customers – estimated to be nearly 16.5 percent of the world’s adult banked population.
Finacle solutions address the core banking, online banking, mobile banking, CRM, payments, treasury, origination,
liquidity management, Islamic banking, wealth management, and analytics needs of financial institutions worldwide.
Assessment of the top 1000 world banks reveals that banks powered by Finacle enjoy 50 percent higher returns on
assets, 30 percent higher returns on capital, and 8.1 percent points lesser costs to income than others.