1. one bank. one architecture.
creating an agile financial services enterprise
Son Phan
CTO & COO
Cisco Systems Vietnam
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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
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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
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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
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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
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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
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4. Addressing your challenges with
Cisco’s one bank. one architecture
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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
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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
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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
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6. Multichannel Service Management
…Interaction and Collaboration
email
Financial
Advisor
Chat
Converged
Virtual
Network Contact
Video
Center
Fax
Branch
Advisors
Voice
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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
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7. Consumer retail environments
comes to Retail Banking
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8. 15
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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21. Thank you
www.cisco.com
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