Bank of the Future - Unisys · Bank of the Future An integrated approach to delivering, supporting...

Bank of the Future An integrated approach to delivering, supporting and securing IT services

for the end customer whilst bringing new opportunities for banks

Ian Selbie

Solution Director, APJ, Unisys

© 2015 Unisys Corporation. All rights reserved. 2

Contents

• Customer driven banking

• The Unisys Omnichannel banking eco system


The customer engagement journey


Changing consumer expectation

Source: IDC 2014 Customer Experience (CX) is the new driver in Banking

You know who I am

You

understand

my financial

needs

You are

communicating

with each other

You remember

what YOU told

me before

You

remember

what I told

you before

You care

about me


Customer experience leaders out-perform the

market


Customer Experience describes an ecosystem.

The web of relations among all aspects of a

company that includes its customers, employees,

partners, and operating environment that

determines a holistic quality of interactions it

has with people

What is Customer Experience?

Source: Forester 2015


Omnichannel banking

Omni-channel means an integrated, consistent, persistent customer experience across all channels. To do this we need:

• Customer interaction data mart that can (eventually) capture all channels (customer touch-points)

• Shared, consistent business rules and logic across channels

• Consistent user interfaces for teller, CSR, call centre, back office and other channels

• Ability to personalize customer interactions based on knowledge of customer product holdings and preferences

• Ability to integrate with multiple host systems including legacy and non legacy

• Ability to automate and consolidate transactions for execution

Beyond Bank 3.0: Integrated Omni-Channel banking


Unisys Omnichannel ecosystem

Other

Apps

Unisys Retail Delivery Omni-channel Service Oriented Eco-System

makes any service available consistently through any channel

and maintains a 360 degree customer view

Other

Channels

Channel Applications

Core

Banking

e.g. CSF CRM

AML, KYC &

Compliance

Wealth

Management

Market

data

feeds

Data

Warehouse

& Analytics

Legacy and non-legacy back end systems

Loans,

Cards,

Payments Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks


Unisys Omnichannel framework and applications

Other

Apps

Host Integration Layer - Host Agents (Telnet, SNA,

ODBC, IBM MQ Series, Web Service, Etc.)

Transaction Execution Layer

Business Logic / Rules, Transaction Engine, Process Management / Workflow

Common, Integrated GUI Layer Mobile Integration Layer Device Drivers, CTI, IVR,

alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data

Omni channel database (across all channels)

Other

Channels

Authoring &

Configuration Utilities

Unisys Channel Applications

Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks


Unisys Omnichannel built in teller and shared applications

Other

Apps






alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data


Other

Channels

Authoring &



Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks

User Interface Framework

Multi-Lingual

Role Based Sign-On and Sign-Off

Rules-Based Recommendations

Device Framework

Transaction Processing

Field Validation & Editing

Bulletin Board

Pop-Up Calculator, Calendar

Security Levels

Transaction Authorization

Alerts

Multi-Currency Totals with Search

Totals Management

Cash Balancing

Duplicate Transactions

Reversals

No-Book Processing

Offline Capture

Store/ Forward

Re-entry

Split-Day Processing

Central Site Admin

Cheque Image Capture

Floating Employee

Transaction Amount Limits


Unisys Omnichannel built in call center integration

Other

Apps






alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data


Other

Channels

Authoring &



Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks

Can interface with any CTI Provider

Same GUI as tellers, sales

Integrated with CRM

Supported CTI features:

Log In / Log Out To Call Center

Make Available / Unavailable

Answer / Hang Up A Call

Hold / Retrieve A Call

View The Call Log

Dial a Phone Number

Transfer A Call Without Consulting

Transfer A Call With Consulting

Start A Conference Call

Auto-Ready / Auto-Answer

Post Call Work (Post Call Not Ready)


Unisys Omnichannel built in sales & CRM functions

Other

Apps






alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data


Other

Channels

Authoring &



Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks

Client and Account Information

Search for a Client

Update & Print Client Note

Work with Multiple Clients

Add Client or Prospect

Contact Management

Record Contacts

Search for a Contact

Print Contact Note

Referral Management

Product Information Management

Define, Select and View Products

Compare Products

Campaigns

Lead Management

Sales Objectives

Action Plans

Teams / Users

Personal Team Work • Tasks

• Steps for Others

• Contacts

• Referrals

• Sales Objectives

Assigned Team Work

Unassigned Team Work


Unisys Omnichannel eChannel modules

Other

Apps






alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data


Other

Channels

Authoring &



Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks

All channels share host interface layer, business logic layer, Omnichannel data mart, security and device framework

Mobile worker shares GUI with teller, sales, back office etc so can perform any function

Mobile interface layer is used by Unisys standard Mobile Banking module and / or any mobile application

Self Service

Kiosks

Internet

Banking

Mobile

Banking

Mobile

Worker


Quantum Leaps in Customer Experience

CRM enabled teller – complete customer view, with sales prompts for referrals, consultative selling supported by software analytics

Sales enabled teller, with automation, performs less complex

recommendations

Concierge service via iPad pre-service can execute any transaction

Full universal associate with no hi / low counter distinction

Completely flexible branch deployment

• Same Framework for branch, contact centre and eChannel

• “Universal Associate” can perform any function at any work station:


Other capabilities in the ecosystem - authentication

Other

Apps






alert bar

Transaction

Journal &

Totals

Configuration

Data

Customer

& Product

data

(optional)

Customer

Interaction

data


Other

Channels

Authoring &



Core

Banking

e.g. CSF CRM

Legacy and

non-legacy

systems Etc.

Sales &

Service Back

Office

Mobile

Worker Mobile

Banking Teller

Contact

Centre Internet

Banking

Self Service

Kiosks


Frictionless Banking – What customers want

“Achieved with little or no effort, not

impeded or obstructed”

“Effortless, Smooth


What is Friction?

• Too many clicks

• Being repeatedly asked for the same information

• Having to find your wallet/card/token

• Having people between you and what you want

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=https://www.multicards.com/en/services/secure.html&ei=W8a_VPSvLYOIPa2LgKAE&bvm=bv.83829542,d.bGQ&psig=AFQjCNGMvHb_ZBjRiaTqsl4Ls_0ZkJMunw&ust=1421940693087121

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://www.weirdnutdaily.com/76e&ei=E9O_VO3yCYKWOODpgMgB&bvm=bv.83829542,d.bGQ&psig=AFQjCNHkL75BISe_qVXu4PnbHz7YmXaSdg&ust=1421943905654748

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://bangalorecustoms.gov.in/notice 124_2003.htm&ei=XRfJVLfKD8usPPT-gPAP&bvm=bv.84607526,d.bGQ&psig=AFQjCNGnfRtA72lsfIzKHnc4oKGoxLxwFg&ust=1422551251191743

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://dobesoft.com/IntegraKiosk.aspx&ei=qRjJVIaGD8PBPKeugbgI&bvm=bv.84607526,d.bGQ&psig=AFQjCNEELRzrXsLZFTtruLiMWPVwmBsnJA&ust=1422551542817973


1. From binary pass/fail authentication to confidence levels

2. From gate-keeping to surveillance

3. Same Credentials used across multiple channels

4. Risk based authentication, using a range of authentication methods

5. Adaptive, self learning and can be dynamically changed

Principles of Intelligent Authentication

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://www.tpeiinc.com/bailbonds.html&ei=t9W_VO34GMHzPMnRgagD&bvm=bv.83829542,d.bGQ&psig=AFQjCNHcmI5EIG_dS8D9p1P75oi7ydFGHw&ust=1421944623134860


Multi-Factor Authentication

Device Identification

Device Security

Date and time history

Geo-location

Behavioural Biometrics

Behavioural patterns

Voice biometrics

Finger print swipes

Signatures

Face

Confidence

Level

Passive Authentication Active Authentication


Business Benefits – Intelligent Authentication

Improved Customer Experience: Eliminate Steps, reduces barriers

Drive usage of online services; Simplification and increase services

Reduction in operating expense; Call Centre calls, Tokens, Cards

Enables new functionality ; e.g Set-up of new Payees from Mobile

Enhanced Fraud detection; reduction in fraud losses

Reduction in Fraud Operation Expense; easier to implement new fraud methods


Use Case: Out-Band-Mobile Security

Customer Approve

Decline

Fraud


Use Case: Branch Banking - Identify VIP Customers using Facial Recognition

• Identify VIP “Prime”

customers as they enter

your building premises

• Recognise them and

give them preferential

treatment

Customer enters via elevator

or stairwell Then approaches a

turnstile door

By the time the customer

reaches the receptionist

VIP Customer is displayed on the receptionist’s monitor so you can greet them by name

Video camera captures

face


Global Identity Verification Solutions

• Unisys implemented:

– ƒBiometrics secured national identification systems – including South Africa (35 million),Malaysia (23 million), Angola (25 million) and Mexico (110 million).

– ƒFirst large scale civil identification system to employ finger, face and iris modalities (Mexico).

– ƒWorld’s first ePassport with facial recognition for Australian Passport Office

– Developing next generation biometric passports in UK

– Facial biometrics solution used for the Australia, Queensland Smart Card driver’s license.

– ƒAustralia Immigration uses LEIDA for fingerprint and facial identification of visa applicants and undocumented immigrants

– 20 million Biometric MyKad cards in Malaysia

• ….and many many more to protect countries, people, borders, cargo and airlines


Other capabilities in the ecosystem - analytics


Where Data & Analytic Innovation is Happening

Risk Management

Add predictability to key

risk indicators, increase

analytics for regulatory

oversight and reporting

Omni-channel

Recognizing transaction

lifecycle happens across

all/some channels

Single Customer View II

Leverage integrated backend

database for a holistic view of

customers’ relationships… and

push it to ALL channels

Analytics Everywhere

Use data and statistics

intelligently to create value for

customers and the institution,

leading to Big Data

Mobile Everything

Respond to how the customer

can do everything on the

mobile form factor.

Hyper-Personalization

Offer optimal products and

deals to customers based on

customer data and history


Sample use cases

• Product Consumption Pattern, Segmentation, RFM Analysis, Clustering, Sentiment Analysis, Association Rules

Customer Behavior Analysis

• Analyze product dis-continuations/inactive accounts with feedback to identify lost opportunities

Accurate Selling

• Compute the propensity to buy and use association rules to identify cross selling opportunities

Cross Selling

• Forecast interaction volumes that can help in resource planning, analyze response, resolution rates leading to agent occupancy and optimize

Improve Agents Efficiency

• Integration with Social Media (Facebook, LinkedIn), new tech for self-help, value stream mapping of current process and re-engineering

Call Center Design

• Detect fraudulent attempts to obtain customer data or perform transactions Fraud Detection

Detailed understanding of

customers

Improved sales productivity

Enlarge customer wallet share

Reduce cost; increase sales

Reduce cost; improve customer

experience

Avoid monetary loss & reputational

damage


Fraud Analytics Example

Customer Fraud

Unisys Capabilities

1. Detecting any type of Financial crime related to credit and debit cards, alternate channels such as internet or mobile

2. Block and / or report high risk transactions

Customer

Fraud

Surveillance

Model

Customer Data

Crime Prevention Data

Personal Data : Identification, Location, Contact Details

Bank Data ; Debt, Payments, Transactions, Credit Limit

Consortium Data : Fraud Techniques, Procedures, Patterns

Historical Data : Incidents, Reports, Case, CCTV, Logs

Relationship Data

Social Data : Activities and Connections

Browsing Data ; Click stream data (Cookies) ; Device information; Location

Risk Analysis

Customer Profiles

Risk Modelling

Case Management

Real Time Analytics

Device Profiles

Transaction analysis

Predictive Models

Capabilities

Strategy / Patterns

Correlation

Recommendations Engine

Detect and block high-risk behavior

Develop predictive models to pre-empt future attacks

Benefits Unisys Proof Points

Internet banking fraud prevention

Employee fraud

Anti money laundering


Two speed IT – Unisys integrated application and infrastructure approach

Operations

Core banking

Transaction processing

Stability

ClearPath Security

Flexibility

ClearPath

Forward

Innovation

Omnichannel

Analytics

Mission Critical Processes

Customer Experience

“A two-speed IT architecture allows companies to experiment with cutting-edge applications and features while still benefiting from the stability of older systems. A digital product management approach empowers managers to incorporate user feedback actively and systematically in product development” - McKinsey, 2015


Unisys APAC: Mission Critical Financial Services

144 million cheques valued US$3B

processed by Unisys

Malaysia each year

6000+ Customer facing staff

use Unisys omni-

channel Transaction

Manager solution in NZ

$17B book managed by

Unisys Australia

mortgage and deposit

BPO solution

100+ banks in China rely on

Unisys payment card

processing technology

100% Interbank clearing of

Hong Kong’s cheque

images is carried out on

a Unisys solution

70%+ of Malaysian cheques

processed by Unisys

BPO services

10 of top 12 Taiwan Banks use

Unisys CSF &

ClearPath core banking

solutions

100+ Taiwan financial

institutions rely on

Unisys core banking

solution

5 million+ internet banking

customers in Singapore,

HK & Malaysia protected

from banking fraud by

Unisys solution

250,000 calls per year for

130,000 customers

handled by Unisys

Australia mortgage and

deposit BPO call centre

Add Unisys specific text

Unisys Financial Services

In EMEA

20 Japan Shinken Banks

use Unisys ClearPath

Enterprise Servers for

core banking

50% of Singapore’s daily

transactions screened

for AML & CFT

compliance on Unisys

solution

Bank of the Future - Unisys · Bank of the Future An integrated approach to delivering, supporting...

Documents

Transcript of Bank of the Future - Unisys · Bank of the Future An integrated approach to delivering, supporting...