One Bank, One Architecture

© 2006, Cisco Systems, Inc. All rights reserved.Presentation_ID.scr

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© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

one bank. one architecture.creating an agile financial services enterprise

Son PhanCTO & COOCisco Systems Vietnam

Son PhanCTO & COOCisco Systems Vietnam


AgendaGlobal financial services & IT trendsGlobal financial services challengesAddressing your challenges with Cisco’s one bank,one architecture solutionWhat is Cisco® SONA and how will you benefit?Summary of OBOA solution set and roadmap


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Global financial services trends

Converged networks providing unified communication supporting new & more effective business models and offer competitive advantage

Growth is in the spotlight – and technology is key to increasing profitability, branch transformation and compliance

Europe Giving staff an integrated view of customer data to enable them to cross-sell profitable services, such as credit cards, bancassurance and wealth management

United States Reducing cost and improving productivity through enabling employees to connect securely to corporate networks from home

Asia Virtualising contact centres to minimise risk and increase customer intimacy

Australia Turning branches into retail stores where customers can order coffee, watch promotional videos and make enquiries at intelligent information kiosks


What does the future look like?Communication technology impacting customer expectationQuad play standard by 2010Banks look for new ways to compete with consolidated rivalsAdaptable business models = key competitive advantageSpeed of innovation and customer retention create long-term valueIT critical to competitive advantage, not just cost efficiencyFinding, training and retaining talented people the top HR challenge


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Global IT trendsFinancial services CIOs focus on using technologyto differentiate and grow business80% of banks are aligning IT strategy to business objectivesWhat they’re doing:

– IP voice convergencebetter service and sales and save cost

– Service-oriented architecturegreater flexibility for application collaboration

– Service-oriented infrastructuremore efficient IT utility model

– Virtualisationmore flexible and efficient use of IT infrastructure


Challenges1. Increasing customer intimacy2. Minimising risk and maximising security3. Integrating disparate applications4. Simplifying and globalising5. Maximising employee productivity6. Reducing cost and increasing agility


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Cisco’s one bank. one architecture

Addressing your challenges with


Increase customer intimacyby converging voice, data, wireless and video onto onestandardised and secure network

Enable customers to transact anywhere, anytime Get a real-time understanding of customer behaviourIntegrate the latest technologies to deliver new services

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Technology solutionsUnified communicationContact centre integrationWorkforce optimisationSelf-serviceWireless & mobility

Multichannel customer service managementEmployees have a 360 degree view of customer, enabling consistent, high quality service across all channels and improving cross-sell and upsellCustomers can choose their preferred service channels (branches, internet banking,call centre, ATMs, kiosks, email, mobile phone, fax, instant message and SMS) and access rich services from anywhere

Improve service and ROI by:– Aligning services with the right channels– Coordinating efforts across channels to reduce cost– Using integrated reporting to manage service quality, performance and compliance


Unified Communications Streamline Business Processes

Speed Decision-Making and Streamline Business Processes

Initiates immediate web, video and audio

session

Agreement reached & viewed by all parties

Account Mgr follows up with the customer

to close deal

VIP Account relationship manager answers with

cell phone

A VIP customer calls account manager with

a question for FX Structured products

Uses Presence to locate the bank’s wealth

management specialist

Using wireless, logs into Unified Personal

Communicator


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Multichannel Service Management

ConvergedConvergedNetworkNetwork Virtual

Contact Center

Financial Advisor

BranchAdvisors

Voice

Fax

Video

Chat

email…Interaction and Collaboration


Technology solutionsUnified communicationContact centre integrationWorkforce optimisationSelf-serviceWireless & mobilityElectronic marketingBusiness securityRecording & archivingKnowledge management

Innovative branchAddress customer pain points

Reduce waiting times with self-service options (e.g. IP-enabled kiosks) Put customers in touch with the right person immediately with videoconferencing and other channels available in branchTake services to where they’re needed (mobile branch / specialists)

Improve service and salesMarket direct to customers in-branch using IP TV and flexible web technologiesUse the same technologies to keep staff up to date

Differentiate serviceIssue RFID cards to high value customers so staff can identify them as they enterProvide richer customer experiences using wireless(e.g. concierge services, relaxed consultation settings)


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Consumer retail environments comes to Retail Banking



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Technology solutionsUnified communicationContact centre integrationSelf-serviceNetwork architecture planning

Sense and respondSense customer needs in real time or before purchase by:

Capturing data associated with a unique customer or employeeAnalysing it to develop policies Storing policy decisions and applying them at next opportunity

Respond to customer needs via rich, real-time interactions including:Person to personPerson to machine (invite to chat)Machine to person (offer at ATM or IVR) Machine to machine (SMS alerts)

Create a connected and relevant customer experienceFully capture customer needs and interestsImprove retention and grow revenue


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Today Tomorrow

Remoteexpert

RichATM

M-banking

CrosssSell

Self service

RFID

Tailored solutions

M-commerce

VOD sales

Digital info

• 98% of interactions are at the ATM, in person, or on the phone

• The majority of interactions are transactional in nature

• Lack of insights into customer behavior at the front/connectivity line hampers revenue generation activities

• Leveraging rich, personalized, and interactive communications to allow real-time delivery of tailored sales messages to customers

Leveraging Converged Communications to Better Respond to Customer Needs


Minimise risk & maximise securitywith Cisco’s intelligent information networkand integrated security

Safeguard important customer and enterprise dataProtect business continuityStay ahead of complex and ever-changing regulationAchieve operational excellence

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Create, validate and maintain a business continuity planAlign with best practice and the independent BCP standard with a Cisco solution framework and designBe confident your business can restore interrupted critical business functions within an expected time frame

Protect against service breaks with a resilient Cisco infrastructureunprecedented availabilitydata mirroringvirtualisation to enable sharing of network resources

Business continuity and disaster recovery planning

Technology solutionsUnified communicationWireless and mobilityBusiness securityApplication load balancing & offload servicesStorage fabric servicesServer virtualisation& provisionNetwork architecture planning

In the event of disaster, you can:Seamlessly switch operations to a backup siteSustain critical network functions, including communications, applications and user accessEnable employees to work from anywhere with secure access to all the network resources they need


Compliance and risk managementTake a whole-organisation approach to risk and gain competitive advantage

Automate data management (e.g. email and data archiving) to improve operational efficiency and security Provide comprehensive compliance reporting to managersReduce cost and time to complianceSimply meet complex requirements (e.g. SOX, Basel II, PCI, HKMA, MAS)

Accelerate compliance and maximize security with Cisco’s self-defending network

Integrate identity management across your enterprise Minimise disruptions to business with powerful integrated securitySafeguard data against errors, fraud and breaches in confidentiality

Deliver effective multimedia training to ensure complianceEmployees can access personalised resources via any web-enabled PC at times that suit work schedulesCentralised administration lets you document who received training and when

Technology solutionsUnified communicationWireless & mobilityBusiness securityRecording & archivingKnowledge managementNetwork architecture planning


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Integrate disparate applicationsby embedding intelligent application capabilitiesinto your network

Take a whole-bank, whole-customer approachReduce complexityBreak down usage silos between applicationsGet more out of enterprise data and improve servicesDrive more cross-sell and upsell opportunitiesFree resources for new product developmentand speed time to market

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Enterprise application integrationIntegrate front office and back office applications to:

Enable service innovation (e.g. by sharing front-office dealing room information with back-office core banking system) Improve sales and services

Technology solutionsApplication integrationApplication securityApplication visibilityApplication optimisationNetwork architecture planning

Use intelligent optimisation, acceleration & security features to:Keep all applications running at peakImprove efficiency at all layers of the networkReduce cost by embedding common functions such as encryption in network Improve partner integration


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Simplify & globalisewith an intelligent network infrastructure that isflexible, scalable and efficient

Simplify and integrate diverse systemsand data centres Efficiently and securely integrate partnersLeverage lower cost capability offshoreand compete globally

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Data centre andbranch server consolidation

Technology solutionsBusiness securityApplication optimisationApplication delivery accelerationApplication load balancing & offload servicesCompute servicesStorage fabric servicesServer virtualisation& provisionNetwork architecture planning

Do more with lessSimplify provisioning and management of serversConsolidate data centre resources with Cisco’s virtual SANOptimise the way services are delivered across resources

Manage the most demanding mergers or acquisitions Rapidly set up or integrate new sitesUse standardised architectures for different domain areas(e.g. campus, branch, data centre)Apply consistent security policies

Get a roadmapKnow where you’re headed with an architectural vision based on business needs Reduce recurring costs (hardware, software, communication and operations) Take advantage of virtualisation to maximise return on assets


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Maximise employee productivityby integrating applications and services withCisco Unified Communications

Unlock productivity gains and improve customer service Introduce consistent communication, learning andknowledge management Enable employees to work and collaborateanywhere, anytimeAccelerate new product development

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More responsive, informed employees Resolve customer and business issues faster with rich IP communications (e.g. videoconferencing)Use online tools to check processes, responsible person & their availabilityStay up to date and engaged with fresh, flexible communication(e.g. e-learning, IPTV, interactive web services)

Operational efficiency

Technology solutionsUnified communicationWireless & mobilityKnowledge managementNetwork architecture planning

A more flexible, productive workforceVirtual contact centre agents can work remotely, increasing efficiencyKnowledge workers can simply connect from home, office or other location with Cisco VPN solutionsMobile agents, financial advisers and other specialists can access network via wireless notebooks, tablet PCs and handheld devices


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Reduce cost & increase agilityby standardising, simplifying and integratingnetworks, services and applications

Lower total cost of ownershipReduce complexityCreate a more efficient and productive organisationFree resources to innovate, deliver value toyour customer and drive growthGain a competitive advantage

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Technology solutionsOne bank,one architectureend-to-endsolution set

one bank. one architectureThe 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 farWhatever business models your people or competitors come up with next, our solution helps you be ready to deploy them – fast


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Case study: Sovereign Bank

Aim:To increase efficiencyand productivity and reduce cost

Solution:Cisco IP voice and video communications and Cisco Unified Communications

Results:Solution delivered in more than80 branches in one weekendCentralised management improves control, reduces costIncreased productivityConsistent customer experienceEnables service innovation


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 phonesIncreased competitiveness in global market


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Business application gap

Need: • Implement SOA• Increase business flexibility• Speed of

deployment/re-deployment

Resource allocation gap

Need: • Reduce cost, increase

efficiency• Consolidate servers/data

centres

Businessapplications

Collaboration applications

Server Storage Clients Networks

Application networking services

Infrastructure services

Net

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Collaboration gap

Need:• Increase productivity• Extend global business reach• Flexible work environments• Get closer to customers

Cisco’s one bank, one architecture can help you close the gaps.

What Differs Cisco from the rest?


Business architecture for banks

Your network touches your whole enterprise – and is the logical place to begin to build a true shared services infrastructure

ENTERPRISE SERVICE BUS AND BUSINESS METADATAENTERPRISE SERVICE BUS AND BUSINESS METADATA

ENTERPRISE SERVICE BUS AND BUSINESS METADATAENTERPRISE SERVICE BUS AND BUSINESS METADATA

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What is Cisco® Service-Oriented Network Architecture (SONA)?

SONA is a converged IT architectureSONA turns your network into a platform that delivers services to your businessProvides an architectural framework with a set of common services to close the gapsProvides a roadmap to an Intelligent information Network


Closing the gaps with SONA

Close collaboration gaps• Increase productivity• Extend global business reach• Enable flexible work environments• Get closer to customers

Close business application gaps• Implement SOA• Increase business flexibility• Improve speed of deployment/redeployment

• Virtualise people, clients and services; time and location

• Virtualise network services

• Virtualise business processes

Break down the barriers of fragmented applications, disjointed technology infrastructure and disparate business processes

Close resource allocation gaps• Reduce cost, increase efficiency• Consolidate servers/data centres

• Virtualiseinfrastructure

• Reduce capex/opex


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Case study:London Stock ExchangeAim: To accelerate applications,business processes and profitability

Solution: Cisco foundation architecture and Cisco SONA

Results:World’s fastest real-time trading information system100,000 terminals in over 100 countries receive information up to 15 times fasterIncreased trading volumes, efficiency and competitivenessDouble digit percentage reduction in total cost of ownership


With Cisco’s one bank,one architecture and SONA you can:

Create an Architecture and a roadmap Progressively improve network intelligence and efficiencyFree funds for innovation – while meeting growing demandsCustomise standardised network designs Standardise and virtualise to improve asset usagePrevent outages with built-in servicesSpeed up SOA deployment and application integrationImprove communication and collaborationIncrease productivity


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SECURE

For your bank’s customers and employees:The new communication paradigm is coming...

Video on Demand

Integrated TelephonyIntegrated TelephonyCollaboration ConferencingConferencing

Instant Instant MessagingMessaging ClientClient

ContactContact

COLLABORATIONCOLLABORATIONMOBILITYMOBILITY ACCESSACCESSVOICE VOICE ANDAND VIDEOVIDEO


Retail Bank BranchesRetail Bank HQ

Product and Policy

Intelligent Banking Network

Multi-Channel Cross Selling

DataCenterSecurityProcessingTelecomms

Data, Voice & VideoCallCenterDatabasesMainframesInfrastructure

ManagementBackOfficeGovernanceAdminBankingServices

CustomerCentric

Banking

E-advertisingE-Learning

Telephony& VideoOver IP

BranchSecurity

Ubiquitous / Secure Broadband

IP IP

Your IP network becomes the enabling business platform


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© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 396. Reduce cost & increase agility

5. Maximiseemployee

productivity4. Simplify

and globalise3. Integrate disparate

applications2. Minimise risk andmaximise security1. Increase customer intimacy

Business benefits

Wireless & mobility

Contact center integration

Electronic marketing

Enterprise application integration

Data centre consolidation and branch

server consolidation

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

Business security

Recording & archiving

Knowledge management

Application integration

Operational efficiency

Self-service

Workforce optimisation

Unified communication

Compliance & risk

management

Business continuity& disaster recovery planning

Sense and

respondInnovative

branch

Multichannel customer service

managementTechnologysolutions

One bank, one architecture solutionsBusinessdomains


How we develop your one bank,one architecture roadmap

Analyse what you want to achieveDetermine your business needs and assess them against your existing infrastructureDevelop a plan that will meet your requirements and a conceptualdesign for youAgree a proforma of target resultsProceed to a pilot – or even straight to full implementation


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