Transcript Self-Service

We help our financial customers
enable their business
Customer
Knowledge
Phone
Fax
CRM
Back Office Systems
Core
Core
Systems
Core
Systems
Systems
• Banking
• Mortgage
• Insurance
• Securities
Self
Service
Wireless
eBanking
Email
Chat
Branch
Location
Live
Agents
Secure,
Converged
Network
Corporate
Offices
Remote
Staff &
Advisors
ATM
Kiosk
Customers
Enabling the “virtual” bank
Employees
“We help finance enable their business by delivering secure, reliable
and integrated voice/data/video communications, information, and
applications anywhere, anytime”
2
Its not just about convergence…
but what it enables
eLearning,
Video/audio conferencing
Call center /
branch transfer
Speech-enabled
Self-service
Unified
Communications
Multimedia
integration
CRM integration
/ CTI capabilities
Presence &
Collaboration
Advisor mobility
“follow-me calls”
Unified messaging
Enhancing the customer experience
Enabling the front office
Integrating Delivery Channels
Increasing efficiency & lower costs
3
Enabling the Bank Branch
Secure Converged Branch Solution
NORTEL CONVERGED BRANCH
IP/WAN
PSTN
BCM/SRG
VPN Router
Switch
Secure
Wireless
Badge/Card
Access
Phones
Concierge
Tablet
4
Digital / IP
Phones
w/
Customer
Care Apps
Security
Camera
iMac
ATM /
Kiosk
Tellers
eLearning
Multi-Media
Branch Office
Control Costs & Increase Flexibility
• Centralize IT administration and maintenance
• Consolidate Voice and Data Networks where
appropriate
• IPTelephony where/when there is ROI
• Branch transfer to/from contact center
• Reduce MACs, toll-charges
• Leverage existing investments & applications
Increased Sales & Service Effectiveness
• Local applications to support sales activity
& improve customer experience
• Staff & equipment mobility
• Unified messaging
• Enable eLearning and video/audio
conferencing to improve skill sets and
productivity
• Collaborative applications w/ presence
Transforming branches into cost-effective sales
and service centers
Enabling the Front Office
Collaboration, Mobility and eLearning Solution
Solution Elements
>MCS5100 multi-media
> Audio/video conferencing
> Presence & Personalization
> eLearning & collaboration
>Secure remote access
Benefits
>Increased productivity and reduced
cost
>Faster access to decision makers
>Better responsiveness to
customers
5
Corporate Office
Remote
MCS
Bank Branch
IP-network
Financial Center
……
……
Challenges
>Inadequate front-line sales training
and coaching
>Need to improve customer
responsiveness via anytime,
anywhere access
>Real-time access to decision makers
and expertise
>Increased employee productivity
Virtual
Experts
Multi-Channel, Virtualized Customer Care
Contact Center & Self Service Solutions
• Provide 24/7 service
• Lower cost of operation with better
utilization of agents
• Increased employee retention
• Consistent customer experience
• Consolidation of contact centers
Deploying Self-Service applications
Customers
E-mail
Web
Voice
Web
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Agent Assisted
Contact Center
Phone, Mobile, VoIP, Web Call
Back, Click to Call, email
Symposium Call Center Server
with Symposium Web Center
Portal
Self-Service
Basic, advanced Speech
and Web-Centric
MPS 500,
MPS 1000
Desktop Applications and
Open Connectivity
Voice
Blended SkillBased Routing
• Enhancing Self-service via IVR,
speech enablement and web-based
self-service
• Speaker verification to enhance
security
Business
Applications like
CRM, ERP, etc
Contact Center
Agents and
Managers
Professional
Services,
Implementation
Partners
Compliance and Risk Management
Storage and Data Center Networking Solutions
Challenges
>Business Continuity & Disaster
Recovery
>Impact to brand and 7x24 customer
expectations
>Cost of downtime
>Regulatory Compliance
Solution Elements
>High-performance storage
networking
>High-performance data center
Benefits
>99.999% availability
>Improve communication availability
during disaster
>Supports consolidation &
centralization
>Application & communication
availability
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Primary Data Center
Voice/VoIP
Video
FC
Switch
LAN
FC
Director
ERS
8600
DISK
Tape
Backup
SAN
DISK
Optical
Metro
5100/5200
/6500
Metro Area
Network
C/DWDM
100s kms
Internet
Wide Area
Network
SONET
1000s kms
DISK
SAN
DISK
Optical
Metro
3500
LAN
Voice/VoIP
Video
Backup Data Center
LAN
Voice/VoIP
Video
DISK
SAN
DISK
Remote Data Center
Converged Infrastructure Solution
>Proven, feature-rich Communication
Services
•
•
•
•
HQ / Data Centers
Over 450 world-class telephony features
IP Contact Center
Unified Messaging
SIP based Collaborative Communications
applications
• Video/Audio conferencing
>Service Reliability
IP WAN
• Resilient infrastructure (5 nines availability)
• Eliminate bandwidth bottlenecks
• Secure communications
>Efficient, easy to manage
• Policy-based traffic management
• Flexible delivery of communication services
through choice of open, flexible and extensive
Communication Clients
• Converge Infrastructure for voice, data and
video services
>Improved Economics
• Total Cost of Ownership leadership
• Migrate at pace that is appropriate, leverage
existing assets
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Remote
Employees/
Advisors /
Customers
PSTN
Branches
Off-premise
ATM/Store
Customer Example
IP Telephony Migration
Option 11
(50-100 users)
Option 11
(25 users)
Option 61c
(200 users)
Remote
Shelf
T1’s / PRI’s
Option 81c
(2000 users)
CS1000
(250 users)
CS1000M
(400 users)
Option 11
(25 users)
Option 81c
(1,000 users)
Legacy Topology
SONET rings
for Data/Voice
DWDM Core
for Data/Voice
CS1000M
(1,000 users)
CS1000M
(2,500 users)
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IP Topology