Converged & Secured Networks for Business Transformation & Competitive Advantage

Pradeep KalraHead – IT Infrastructure. Yes Bank

Agenda

Traditional Banking Environment

Business Challenges today

Changing Banking Eco-System

Convergence for Business Transformation

Traditional Banking Environment

Multiple and dedicated Customer Touch Points

Customer Service spread across Bank

Product offerings not suited to individual needs

Product centric business model

Customer expectations are going through rapid change

Existing business model does not offer the best platform for

cross-selling

Need to accelerate ‘Time to Market’ for innovative products

and Services

Improve Customer Satisfaction and Optimize operational costs

Business Challenges

“….technology led innovation and changing customer needs will lead many banks and insurers to rethink the way they do business ”

Economist Intelligence UnitBusiness 2010: Financial Services, Embracing the Challenge of Change

Changing Banking eco-system

Expanded communications network has transformed

channel strategy – services available across

branches, ATMs and Internet

Internet Banking and Brokering has been adopted

Convergence Era

Network provides a single touch point for all banking relationship

Single consistent view of all customer information by deploying a secure data store for all application services

Operational costs optimization by deploying VoIP and delivering multimedia/video content across Geographies

Enhanced customer experience by providing ‘one point’ Virtual Bank

Improved integration with partners and service providers

Converged solutions on mobile devices to accelerate Microfinance initiative

Customer-centric Business model

Convergence supports the transformation to Customer-centric Business model

Investment

BankingRetail

Banking

others

Customer

Business

Banking

Convergence – Next Generation Customer Experience

Virtual infrastructure– Seamless delivery of applications

and services regardless of infrastructure

Channel integration– Integrating use of data with

voice, video, email, and IM interactions

Enhanced self-service– Automating business

processes to enhance customer experience

Differentiated service– Embedding segmentation

into customer contact operations

Expertise on-demand– Connecting customers with the

right experts every time , anywhere

Agent Performance– Leading and managing

agents for optimal performance

Convergence – Transforming Business

On Demand Branch-based Employees

Inbound customer contacts routed to branch-based personnel according to skill set, availability or prior contact history

On DemandFunctional Experts

Offsite expert resources

converged networkvoice

self-service

email

Mobileweb

contactcenteragent

functionalexperts

branch-based

employees

ATMkiosk

On Demand Contact Center AgentsContact Center-

based agents provide expertise and overflow for branch-based customer service personnel

Thank You