Transcript
Huawei Omni-Channel Banking Solution
HUAWEI TECHNOLOGIES CO., LTD. Bantian, Longgang District Shenzhen518129, P. R. China Tel:+86-755-28780808
HUAWEI TECHNOLOGIES CO., LTD.
Preface In keeping with the retail banking trend toward seamless integration of digital and physical channels, Huawei is devoting significant resources toward refining an omni-channel service mode and associated capabilities for retail banking services. After years of progress, retail banking channels are in full development in China. Here, Table 1-1 lists the usage rates of four major banking channels in 2007 and 2013.
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1 Preface------------------------------------------------------------------------------------------------------------------------------------------------------ 02 2 Huawei Omni-Channel Banking Solution Overview---------------------------------------------------------------------------------------------- 03 3 3 Huawei Mobile Marketing Solution–Creating a New Marketing Era by Enabling Service Processing Anywhere, Any Time--05 4 Huawei Financial Telephone Marketing Center Solution–Enhancing Customer Relationships-----------------------------------------07 5 Huawei Remote Wealth Management Consultant Solution–Allowing "Face-to-Face" Financial Services----------------------------09 6 Huawei VTM Remote Banking Solution–Maximizing Coverage and Facilitating Financial Service Innovation---------------------11 7 Huawei Multimedia Collaborative Office Solution–Constructing a Cloud-based Intelligent Office Platform--------------------------13 8 Financial solutions for successful practice of omni-channel banking--------------------------------------------------------------------------15 9 Huawei Helps BNB Optimize Internal Communications ------------------------------------------------------------------------------------------17 10 Providing Unified Communications Services for ICBC-------------------------------------------------------------------------------------------19 11 Huawei Helps Ping An Build the Largest Telemarketing Contact Center in Asia-Pacific------------------------------------------------21 12 Remote Conferencing and the Ultimate HD Experience------------------------------------------------------------------------------------------23 13 Optimizing Customer Service Management and Building a First-Class Telesales and Marketing Banking System--------------25
Channel
2007
2013
Automatic teller machine (ATM)
53%
84%
Telephone banking
4%
12%
Online banking
3%
18%
Mobile Banking
1%
3%
Table 1-1 Usage rate of major banking channels in 2007 and 2013
The multi-channel service mode offers more marketing promotion methods, provides diversified financial services, and changes our daily lives. However, this mode also brings difficulties to channel management as well as the following challenges: • Banks need more efficient cross-channel information exchange and data sharing methods. • Products that are promoted in multiple channels need longer development periods, which goes against the strategy of quick product deployment. • The multi-channel service mode has limited support for new technologies and devices, such as the virtual teller machine (VTM). • Consumers cannot have consistent service experience when using different channels. Banks are developing new services and searching for new customer interaction points to address these challenges. For example, some banks are using social media, such as Facebook and Twitter, as new channels. Innovations in traditional channels play an important role in business performance improvement. However, to introduce new channels or optimize existing ones, banks need a new service mode to integrate all channels and ensure smooth data interaction. The omni-channel service mode features channel optimization, integration, and innovation. This mode can address the challenges facing banks today and provide an optimal service experience. According to McKinsey's 2012 retail banking market estimation report, traditional deposit and mortgage services are in a slump, while wealth management, consumption finance, and small loan services are leading retail banks' service revenue growth and will continue to do so over the next decade. Consumers now have an increasing inclination to compare services and products offered by different banks. Retail banks' channels support banking marketing activities, represent retail banks' core competitiveness, and have the most direct influence on consumer experience and loyalty. The omni-channel service mode provides strong support for banks' stable revenue growth and everincreasing service experience with the following advantages: • All-round service support: The omni-channel service mode provides a comprehensive requirement-oriented financial service system, allowing consumers to choose one channel to start and choose other channels to complete services. • Existing channel optimization that improves service experience and lowers costs: The optimization includes refined management for bank outlets and development of next-generation digital channels. In outlet management, the advanced hub-and-spoke distribution mode is used to cover flagship stores, service outlets, small-sized branches, and ATMs. In digital channel development, the omni-channel service mode offers a new telephone banking service menu to provide video and interactive voice response (IVR) services, allowing consumers to customize online banking services, enjoy enhanced security protection, and reach the right contact center agents. • Channel service innovation: The omni-channel service mode offers new channels to provide diversified services and avoid unnecessary internal competition. Integration with state-of-the-art information and communications technologies (ICTs) allows banks to offer up-to-date financial services such as social media banking, mobile banking, a financial products supermarket, and virtual wealth management.
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Huawei Omni-Channel Banking Solution
Huawei Omni-Channel Banking Solution Overview Channel integration and collaboration
• Office collaboration
Optimization of existing channels
• Huawei mobile marketing solution • Telephone marketing center
Outlet transformation and channel innovation
• VTM remote banking • Remote wealth management consultant
After completing front-end service system optimization and back-end service system integration, retail banks can use innovative ICTs to optimize traditional and digital channels to simplify channel service deployment and lower service deployment costs. Based on extensive experience in HD video–based services, network security, and unified communication, Huawei helps banks optimize existing channels, explore new competitive channels, and improve cross-channel collaboration efficiency. Huawei provides a comprehensive set of solutions that include mobile marketing, telephone marketing, VTM remote banking, standard outlet management, remote wealth management, and enterprise office collaboration. These solutions enable retail banks to provide all-round services that feature consistent service experience any time, anywhere, anyway.
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The omni-channel service mode allows banks to segment consumer markets in a more refined manner and deliver more efficient and effective marketing. The front-end service transformation and extensive marketing services help banks achieve significant improvements in key performance indexes and raise efficiency using new sales modes. The successful implementation of cutting-edge ICT enhances customer loyalty, improves financial service quality, and facilitates interaction between banks and customers.
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Huawei Omni-Channel Banking Solution
Huawei Solution The Huawei mobile marketing solution offers a secure and efficient mobile platform that features optimal service experience as well as the following advantages: • The solution uses the Huawei 10-inch MediaPad and a special cover that embeds a second-generation ID card reading module authorized by the Ministry of Public Security of China. The terminal allows customer managers to spot fake ID cards to prevent financial crimes, such as malicious cashing out. The terminal's snapshot function simplifies onsite account opening. The pad's USB-to-serial port connection allows the terminal to easily connect to multiple external devices, such as a fingerprint reader and a printer. • The platform provides end-to-end security protection that covers terminal access, separation of public and private data, transmission encryption, and back-end protection against cyber attacks. The back-end mobile device management (MDM) platform manages all terminals in a unified manner, offering optimal service experience and reliable data security. In addition to the mobile card issuing service, the Huawei mobile marketing platform can provide various value-added services, such as the support for managing small loans, car loans, and financial product transactions. Figure 3-2 shows the architecture of the Huawei mobile marketing platform.
Huawei Mobile Marketing Solution–Creating a New Marketing Era by Enabling Service Processing Anywhere, Any Time
Mobile application
Service demonstration
Car loan
Small loan
Debit card issuing
Credit card application
Application security Data security
Integrated marketing terminal that supports the 3G, Wi-Fi, voice call, video application, snapshot, ID card reading, card swiping, and printing functions
Marketing terminal
Connected to the data center and supports the VPN
Network device
Terminal management Security management
Security
Customer Challenges Since credit card service was first provided in China in 2003, the number of credit cards has grown from about 3 million to more than 300 million. The credit card market is approaching saturation. Though banks are making good use of outlets, direct selling teams, and online channels, credit card marketing efficiency is in decline. Banks need a new service mode to gain advantages in today's fierce business competition and address the following challenges of traditional marketing channels: • Slow service processing and lack of real-time card issuing services: Credit card marketing personnel need to send application forms to branches for processing. The time-consuming approval process lowers service delivery efficiency. • Insufficient marketing support: When selling new products, marketing personnel cannot explain product details using multimedia demonstrations. Banks cannot monitor sales activities, offer detailed feedback for consumers, collect marketing statistics, or obtain performance feedback. • Inefficient cross-system collaboration: Marking, service processing, and customer service systems work independently, which leads to inefficient information interaction between front-end and back-end service systems. Consumers cannot obtain information about application processes, which lowers service experience.
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• Ineffective risk control: Marketing personal cannot recognize inaccurate consumer information in a timely manner because the door-to-door confirmation policy cannot be fully implemented. Most banks have realized the disadvantages of the traditional card issuing mode and are ready to offer a mobile card issuing service. To do so, banks need to solve the following problems: • When providing door-to-door card issuing services, customer managers need to carry multiple devices, such as a card reading and writing device, second-generation ID card reader, fingerprint reader, printer, and password keyboard. The integration of external devices and tablets is required. • Banks need a comprehensive security protection system to ensure secure communications between mobile terminals and bank systems. • The traditional credit card issuing process is prone to security challenges such as incorrect user information, illegal application form transaction, and applicant information leakage.
Back-end system
Mobile platform
Office Instant Video contact automation communication center
Conferencing NMS
Figure 3-2 System architecture of the mobile marketing solution
Customer Benefits The Huawei mobile marketing platform offers the following benefits: • Low service operation costs: The paperless service process requires no paper advertisement brochures, physical application forms, or physical transfer of marketing materials. This advantage significantly reduces service operation costs and improves marketing efficiency. • Refined risk control: The solution ensures that every consumer is visited and information confirmed before card issuing, which prevents security problems such as incorrect user information, illegal application form transaction, and applicant information leakage. • Attractive marketing and real-time card issuing: Customer managers can use videos, images, and other multimedia methods to demonstrate products. The back-end service system supports real-time document processing and service approval, allowing real-time onsite card issuing. • Transparent service process: The transparent and traceable service process allows consumers to obtain service process information in a timely way, including information about whether a credit card application has been approved. • Improved marketing capability: Diversified marketing methods such as tablet-based demonstrations enhance consumers' confidence in products, bring higher sales volume, support comprehensive service expansion, and facilitate cross-service marketing.
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Huawei Omni-Channel Banking Solution
Huawei Solution The Huawei telephone marketing center solution is an IP-based multimedia contact center solution that supports access to audio files, videos, emails, and SMS messages. The solution uses a unified queuing mechanism to allow financial firms to provide unified customer contact services. Based on financial customers' requirements, Huawei developed this solution to improve customers' service quality, reduce marketing service costs, and help customers develop integrated, feature-rich telephone marketing centers that feature seamless integration of interactive multimedia channels.
Telephone marketing center
Customer value Office room
SMS Layered VIP service
MMS WAP Push
Personalized IVR Home
Huawei Financial Telephone Marketing Center Solution–Enhancing Customer Relationships
Email Form sharing
Video information push Coffee shop
Text chat Escorted browsing
Transaction department
VIP customer manager
CTD Internet marketing Voice call
On-trip
All-employee agent service
Multi-channel wave marketing
Credit card management department
Fax Video Branch outlet
Figure 4-3 Application scenarios of the Huawei financial telephone marketing center solution
Customer Challenges Traditional contact centers require hundreds, even thousands of agents to provide Q&A services for consumers from a fixed location. Many banks have realized that the contact center can be a valuable marketing channel. Agents who have sufficient resources and service knowledge can convert simple Q&A services to sales opportunities. An efficient telephone marketing platform can route consumers who need consultant services to experts with the required skills, no matter where the experts are located. However, traditional contact center solutions cannot provide the expert consultant services due to the following disadvantages: • Lower service experience: Most consumers do not like IVR services and tend to select agent services directly. Some consumers prefer "face-to-face" services. To provide these services, banks need to develop contact centers that feature multimedia access and custom services. • Difficult system expansion: To meet requirements for rapid service expansion, banks need a comprehensive communication system to provide reliable services, support flexible and rapid upgrades and expansion, and prevent service interruptions. • Lack of dedicated products: Traditional contact centers can support a limited number of products. Existing outgoing call service systems can provide only a few services, such as customer support and payment requests. Contact centers need a high-level secondary development platform to support the marketing of new banking products and services.
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• Low operation efficiency and service integration level: Contact centers need higher operation efficiency and better integration with banks' existing office, customer relationship management (CRM), and telephone banking systems. Improved integration allows all employees to provide agent services, which can maximize the usage of banks' internal resources. Financial firms urgently need an integrated and open platform to meet precise, diversified, and layered service requirements and implement customer-centric operation principles. The platform must support unified multimedia cross-channel contact, all-employee agent services, expert consultation, and proactive and interactive marketing.
Customer Benefits The telephone marketing center solution provides the following benefits for retail banks: • Integrated internal resources and optimized resource distribution: The solution offers a flexible agent service mode. Employees in branches and outlets and experts from different departments can work as contact center agents to provide services when needed. • Improved consumer satisfaction and loyalty: Banks can provide diversified products as well as efficient, professional, and differentiated services. • Higher efficiency: The automatic service system simplifies service processing and copes with back-end services that do not require interaction with consumers, allowing outlet employees to focus on value-added services.
In addition to traditional voice call access, this solution supports versatile media access using IP phones, email, fax, and video. Consumers can take advantage of escorted browsing, click-to-call, and text chat functions on web pages, and interact with contact center service agents using voice calls, images, and texts. This flexibility greatly simplifies interactions between consumers and banks. Traditional contact centers for financial firms suffer from an inability to support a large number of services and limited communication methods. These limitations lead to low customer satisfaction. Huawei's solution allows contact centers to offer a greater number of high-quality telephone marketing services using the following channels: • Layered VIP services: Upon receiving a call, the telephone marketing center queries the database and obtains information about the calling party's service level. Based on the IVR workflow and customized service flow, the center routes the call to an agent at the appropriate service level. This capability allows banks to accurately distribute resources and focus on VIP customers. • Video IVR: Consumers can use visual IVR menus to quickly select services. When consumers wait for connection or agent services, the system plays video feeds about newly released financial products. When consumers ask for help in using the system, the system provides operation guidance video feeds. • Online marketing: The telephone marketing center provides web-based clients to enable real-time interactions, live service monitoring, and statistics reporting. The system ensures smooth service interaction and collaboration by supporting online question and answer (Q&A) sessions, video services, automatic text replies, and synchronization of consumers' and agents' web pages. • Wave marketing: Customer service personnel can use a multimedia server to send SMS messages and emails as advertisements. Based on customers' calling records in the system, query records on self-service terminals, and online consultation records, agents customize plans and perform accurate marketing using voice calls and emails. To better integrate banks' internal resources and maximize contact centers' functions as an efficient digital channel, the solution also provides the all-employee-as-agents functionality and remote consultant services. Based on the service requirements of contact centers and marketing activities, the solution connects to banks' internal office systems and covers all service departments. This comprehensive coverage allows experts from different departments to provide professional financial consultation services for consumers.
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Huawei Omni-Channel Banking Solution
Huawei Solution Based on the features of financial marketing products and challenges that banks face when promoting these products, Huawei developed the remote wealth management consultant solution. The solution leverages state-of-the-art ICT to power a variety of financial management capabilities. The unified management and distribution for financial expert resources allows banks to provide "face-to-face" real-time financial services for consumers, which substantially improves service experience. Huawei provided series of products for banking services, as shown in Figure 5-4. Remote expert management platform
Outlet LAN
MCU eConference Server Core WAN
Wealth management expert pool
Outlet LAN
Huawei Remote Wealth Management Consultant Solution-Allowing "Face-to-Face" Financial Services
PC Telepresence terminal
Outlet/Branch expert wealth management room
Multi-channel cascade 5-level cascading
E1/4E1/IP
Outlet LAN
Outlet LAN
PC Telepresence
PC Telepresence
Outlet/Branch highendwealth management room
Outlet/Branch highend wealth management room
terminal
Outlet LAN
E1/4E1/IP
Outlet LAN
HD videoconferencing terminal
terminal
Outlet/Branch costeffectivewealth management room
Private bank
Figure 5-4 Huawei remote wealth management consultant
Customer Challenges According to McKinsey's private banking market report in 2012, total private assets will increase from US$35 trillion in 2010 to US$53 trillion in 2015. Moreover, Asia has become the second largest wealth management market, second only to North America. The report also predicts that in the next three years, the compound growth rate of the number of high-net-worth individuals (HNWI) in China will reach 20%. At this rate, the number of HNWIs in China will exceed 2 million by the end of 2015. Thanks to the rapid growth of private wealth, financial services are becoming increasingly popular and are having an ever-expanding market. To win over these individuals, banks need to address the following issues: • Though large in number, financial products are similar and have short life cycles. • Consumers make a wide variety of requests for financial benefits and risk control. Customer managers do not have sufficient financial knowledge to deal with these wide-ranging requests. Banks urgently need senior financial experts who can provide high-end consultant services. Consumers, especially new consumers who purchase financial products for the first time, need personalized, "face-to-face" services.
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• Banks perform financial product marketing using channels such as online banking and telephone banking, which plays an important role in retaining existing consumers. However, these marketing activities cannot provide personalized, "face-to-face" services for consumers. This shortcoming leads to a low marketing success rate. • Expert resources in retail banks are limited and are unevenly distributed, making it difficult for banks to provide unified professional consultant services. Financial firms need a customized intelligent financial service marketing solution to ensure continuous competitiveness growth.
The products include the following: • Outlet VIP room: Branches and outlets have single-screen telepresence wealth management rooms that can provide services for one or two consumers at a time, allowing banks to offer consultant services to high-value consumers. • High-end wealth management room: Banks deploy a dual-screen telepresence room, allowing multiple users to enjoy high-end services at the same time. This approach provides better in-person wealth management consultant services. • Private bank: VIP bank systems can be deployed in airports and high-end business clubs to provide private and convenient financial management services and help banks expand private banking market. • Cost-effective financial management platform: IP phones and eSpace clients are deployed in branches and outlets to develop a comprehensive multimedia marketing service platform that features optimal service experience and high cost-effectiveness. • Remote wealth management expert resource pool: The solution uses telepresence and converged conferencing systems to provide professional financial services for consumers. The solution allows agents and consumers to record voice calls, screen operations, video conferences, and converged conferences for post-event tracking and service training.
Customer Benefits The remote wealth management consultant solution provides the following benefits for retail banks: • Improved marketing success rate: The "face-to-face" remote wealth management consultant services improve the marketing success rate for financial products and create cross-product marketing opportunities. • Better cost-effectiveness: Banks that develop the resource-pool system can make good use of internal expertise, covering multiple channels, providing remote consultant services, reducing service costs, and improving service efficiency. • Greater appeal for new consumers and enhanced loyalty from existing consumers: The solution allows banks to provide consultant services for more consumer segments, and the telepresence technologies offer exceptional user experience. The efficient, customized consultant services enhance existing consumers' loyalty and help banks more effectively maintain customer relationships.
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Huawei Omni-Channel Banking Solution
Huawei Solution To help banks deal with today's challenges, Huawei has developed the VTM remote banking solution. VTMs offer a variety of capabilities, including traditional automatic teller machine (ATM) functions, ID card reading, biological information collection, certificate scanning, handwriting identification, teller collaboration, and HD video communication. With remote tellers' assistance, users can enjoy virtual banking services such as card issuing, credit card application, financial transactions, wealth management, and loss report, which can divert service traffic from physical outlets.
90% counter services Account opening
Remittance
Loss report
Check service
Wealth management
7*24h
Mini operation hall
VTM
VTM
VTC
VTA
Huawei eSpace VTM Solution
Huawei VTM Remote Banking Solution-Maximizing Coverage and Facilitating Financial Service Innovation Customer Challenges While physical outlets act as the basis of retail banks' services, service traffic is uneven across these outlets. Some outlets have heavy traffic, which results in low customer satisfaction, while others see few customers and have low resource usage. Deploying a new outlet brings many challenges, such as choosing the right location, dealing with long approval cycles, and financing high construction and operation costs.
Difficult deployment
Ｌｏｎｇ ｑｕｅｕｅ
Limited operation time
High costs
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Airport waiting room
Star hotel
Remote area
Residential area
Office building and shopping mall
Figure 6-5 VTM Remote Banking Solution
As shown in Figure 6-5, the VTM remote banking solution consists of the virtual teller center (VTC), virtual teller agent (VTA), and virtual teller machine (VTM). • VTM: The GUI-based terminal of the VTM remote banking solution. Resembling an ATM, the VTM consists of multiple embedded parts, such as modules for card management, ID card authentication, video playing, printing, and taking HD snapshots. The VTM supports wired and wireless communication and can be easily installed in fixed locations or mounted in vehicles. The VTM configuration allows convenient service deployment in hotels, office buildings, residential areas, and airports. • VTC: The core of the VTM remote banking solution. The VTC receives and processes VTM calls, handles VTM video services, performs multimedia collaboration control and management, provides intelligent routing services, and enhances voice and video communication capabilities. • VTA: The back-end service processing center of the VTM remote banking solution. Through the VTA, agents provide remote services for VTM users.
Customer Benefits The VTM remote banking solution provides the following benefits for retail banks: • Quick outlet deployment: Compared with traditional physical outlets, the VTM remote banking solution offers rapid deployment and supports quick service expansion in airports, hotels, campuses, and colleges. • Feature-rich services: The VTM remote banking solution can provide 90% of the services provided at a teller counter, such as card issuing, wealth management, IC card payment, third-party custody, checking services, and service registration and modification. • Professional processing: While traditional outlets can provide only limited types of services, Huawei's solution can provide almost all financial services based on customer requirements. The unified back-end service processing system reduces the costs of renting retail locations and hiring employees. • Reduction in demand for teller services: The remote services can substantially mitigate service pressure on branches and outlets, provide more service channels, and effectively reduce consumers' time spent waiting in lines.
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Huawei Omni-Channel Banking Solution
Huawei Solution The Huawei multimedia collaborative office solution features easy management and seamless integration of multiple communication methods. The solution supports interaction using voice calls, data, video, and SMS messages and can be integrated with banks' IT systems. This solution offers a variety of office collaboration services, as shown in Figure 7-6.
IP phone
PC client
Mobile client
Tablet
Thin client
SD/HD terminal
Telepresence terminal
Office collaboration and unified communication VoIP
Huawei Multimedia Collaborative Office SolutionConstructing a Cloud-based Intelligent Office Platform Customer Challenges Banks are providing increasing numbers of cross-regional services as financial globalization brings opportunities in both developed and developing markets. Employees in large banks need to collaborate daily with colleagues in other cities and countries, often across continents. To address the challenges brought by cross-regional operation and increasing business competition, banks need a more efficient communication and collaboration platform. This platform needs to: • Enable efficient and cost-effective communication and collaboration across different regions and departments. • Facilitate internal resource sharing and help develop more efficient service channels. • Accelerate the use of new services and the understanding of new methods. • Reduce financial firms' travel costs. Banks sometimes try to achieve these goals by investing in communication, collaboration, and video systems. This approach results in independent IT systems and information silos, with multiple resources that are difficult to converge and manage, and that sometimes make collaboration more difficult rather than easier. Banks urgently need a customizable, efficient, and converged communication and collaboration platform to offer better service experience, accelerate new service promotion, and maximize return on investment (ROI).
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Office collaboration
Video customer service
Converged conference
Telepresence conference
Figure 7-6 Huawei multimedia collaborative office solution These services rely on several powerful technologies that are well integrated in the multimedia collaborative office solution: • VoIP: The unified communication platform allows bank employees to make voice calls using various terminals, such as PCs, mobile phones, and fixed-line phones. This communication system offers reliable office services anywhere, any time, and anyway. Office collaboration: The Huawei solution provides instant messaging, agent status displays, and voice mailbox functions. The solution can be seamlessly integrated with banks' loan services, credit card approval, and email systems to improve service processing and daily work efficiency. Video-based customer services: Converged with banks' contact centers, the Huawei solution enables optimal system interconnection. Experts and other employees in branches and outlets can provide agent services and initiate multimedia conferences to provide services for consumers. Converged conferencing: Using the converged conferencing function, bank managers can initiate instant service training sessions and cross-regional conferences to ensure the quick implementation of new policies. Huawei's solution provides various other conferencing services, including electronic whiteboards, conference recording, and desktop sharing. Telepresence conferencing: Management personnel can have "face-to-face" video communication with supervisors and employees at all levels. The telepresence system provides an optimized video communication experience that features life-sized images, audio-visual synchronization, and clear data. These capabilities simplify remote credit card approval and the delivery of VIP wealth management services.
Customer Benefits The Huawei multimedia collaborative office solution offers the following benefits for retail banks: • Allows employees to access the office network in wired or wireless mode at any time. The large-scale deployment of IP phones enables intranet VoIP services, which significantly reduces enterprises' communication costs. • Converged with banks' service systems, the Huawei solution improves communication and decision-making efficiency and enable banks to provide quick service responses. • Seamlessly integrates with VoIP, video conferencing, instant messaging, and data collaboration systems to enable cross-system information sharing. The communication platform provides a rich array of functions and easy operation. • Features openness and high reliability, fully complies with third-party device interface requirements, and maximizes retail banks' ROI.
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Huawei Omni-Channel Banking Solution
Financial solutions for successful practice of omni-channel banking Serve
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Financial Institutions， of TOP10 Banks
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Huawei Omni-Channel Banking Solution
Huawei Helps BNB Optimize Internal Communications and Operations BNB Modernizes Its Telecommunications to Keep Competitive in the Finance Industry
BNB selected Huawei's eSpace UC&C Solution to concentrate on core business development and improve its brand image. The solution includes unified communications, call center services and unified remote management.
Background Banco do Nordeste do Brasil (BNB) serves nine states and dozens of cities in the northeast of Brazil. BNB is one of Brazil's federal banks and one of TOP 10 domestic banks, with 200-plus widely dispersed branches and more than 10,000 employees. BNB's services range from financing large businesses to serving low-income micro entrepreneurs through its microfinance program, the largest in South America. To b e t t e r s e r v e i t s c u s t o m e r s , B N B n e e d s t o c o n t r o l i t s telecommunications costs and improve work efficiency. It began searching for the best solution to modernize its private networks and internal communications. The bank also wanted to upgrade their traditional Time-Division Multiplexing (TDM) technology.
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Solution BNB selected Huawei's eSpace UC&C Solution to help implement its development strategy. The Huawei solution includes both unified communications and call center services, as well as unified remote management. The solution connects all branches to headquarters ensuring that each branch maintains its own communications capabilities. For example, if the connection to headquarters breaks down, each branch will still be able to operate independently. Other features: • A distributed conference call feature can save up to 30 percent of network bandwidth. • Quality of Service (QoS) technology with advanced queue scheduling and congestion control algorithms can perform multilevel, accurate scheduling for data flows, satisfying the QoS demands of different users and services. • Integrated call center products and functions meet specific needs.
Customer Benefits BNB's headquarters and branches can not only communicate via instant messaging and audio/video conference calls, but also can collaborate via data sharing, such as desktop sharing, document sharing, electronic whiteboards, and other multimedia applications. Huawei's eSpace UC&C solution helped BNB minimize its travel and training costs, improve the efficiency of communication and collaboration, and optimize the usage of media conferencing rooms. As a result, the company has reduced CAPEX by 50 percent and OPEX by 30 percent as well as reduced response time. Individual work efficiency has been increased by an estimated 15 percent. Other solution advantages included: • High Reliability The IP PBX features carrier-class reliability, restorability, and independent operation. If the connection with headquarters is lost, important data and information can be recovered immediately. • Easy Maintenance Centralized deployment enables unified management and minimizes maintenance investment. • High Security Four-layer security control and encryption to media streams increases the level of security protection. • Multiple Terminals Multiple endpoints such as IP phones, PCs, smartphone, and various tablets ensure access anywhere, anytime. Huawei guarantees on-site service and problem-solving within two hours. With Huawei's help, BNB has not only seen improvement in its internal management, but also has strengthened its advantage in the fiercely competitive finance industry .
Key Challenges Internal communications systems are essential for an enterprise's long-term development. Although TDM is still used by many businesses, BNB realized that other innovative technologies would better fit the needs of the majority of their customers and help the bank keep competitive. The bank was eager to concentrate on core business development and improve its brand image with high-quality services and faster customer response. BNB also needed a solution that would reduce its telecommunications charges, which are very expensive in Brazil.
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Huawei Omni-Channel Banking Solution
Solution Huawei provided eSpace UC solution for ICBC. By deploying core platforms in ICBC's northern and southern data centers and voice access gateways in all branches and affiliated agencies, Huawei enables voice, video, instant messaging, status display, and conferencing services for all clients. The solution offers highly efficient communication methods to support centralized loan approval services, records voice communication and text chat data to enable post-event analysis, improves the bank's risk and compliance rules and deploys voice access gateways. The Huawei eSpace UC solution provided outstanding performance during competitive testing and won ICBC's approval with the following advantages: • Advanced design The solution uses cutting-edge designs to meet current and future requirements of customers. • High compatibility The solution seamlessly integrates with ICBC's legacy communications systems. • Customized services Huawei provides customized services to meet ICBC's requirements for managing address books, user rights, and service monitoring.
Providing Unified Communications Services for ICBC
Huawei provides ICBC with a unified communication platform that offers voice, video, instant messaging, data and other means of communication services by integrating the UC with ICBC business processes.
Background Industrial and Commercial Bank of China (ICBC), founded in 1984, is the largest bank by assets in China. With 400,000 employees, 20,000 of whom are IT-associated personnel, ICBC provides services in 13,000 branches in China and numerous branches located in over 30 countries and regions globally. The application cases and development mode of the ICBC IT system have far-reaching influence in the industry. The ICBC unified communication (UC) system is regarded as the benchmark for the development of UC systems in Chinese banking.
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Customer Benefits • Provides efficient communication and collaboration methods for centralized loan approval services The solution provides integrated voice, video, instant messaging, file transfer, and conferencing services for ICBC, which meets their communications requirements and ensures a smooth loan approval process. • Integrates with legacy communications systems to improve work efficiency Integration with existing communications systems provides optimized unified communications services. For example, integration with the contact center system allows agents to provide advanced services to customers. In addition, integration with the videoconferencing system enables employees to join a video conference from meeting rooms, PCs, and tablets. • Reduces communications costs The solution uses IP-based communications services to replace PSTN-based communications methods, which lowers communications costs.
Key Challenges ICBC started to reform its loan approval service in 2011, optimizing the internal management mode and service process and switching service from local operation models to centralized management models. The new loan approval service process needs improvement in communication efficiency between centralized loan approval personnel and dispersed credit officers, and requires technical support for post-event analysis services. The legacy IT system for ICBC cannot meet these requirements due to the following disadvantages: • Disparate communications systems Due to outdated technologies, the legacy communications systems, such as videoconferencing, contact center, instant messaging, and voice communications systems, work independently from each other. ICBC demands a comprehensive UC solution to integrate these systems and provide unified messaging, voice communication, videoconferencing, and file sharing services. • Inefficient global communication The Bank's rapid globalization has posed great challenges to legacy communications systems that cannot cope with the requirements of high-efficiency communication worldwide.
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Huawei Omni-Channel Banking Solution
Huawei Helps Ping An Build the Largest Telemarketing Contact Center in Asia-Pacific
After large-scale rigorous POC test, Huawei E2E solution ranked No.1 for the best performance. As a result of selecting Huawei, Ping An has increased revenues daily by more than RMB10M through its telesales and marketing.
Background Ping An Insurance (Group) Company is the first Chinese insurance company to integrate securities, trusts, banking, asset management, and annuity services into a tightly coupled, efficient, and diversified financial holding group. Ping An ranked 242 in Fortune Magazine's Global 500 in 2012 and is China's second largest life and property insurance company. Currently, more than 20,000 Ping An Insurance agents and 41,000 attendants are focusing on telemarketing services. Existing Ping An telemarketing contact centers are located in Shanghai and Shenzhen, with sales personnel distributed in many areas.
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Solution
Key Challenges With the rapid development of telemarketing services, existing Ping An contact centers face the following challenges: • Growing number of agents In just one year, Ping An Insurance has grown to thousands of agents, and the existing Ping An contact centers are frequently overloaded due to the stacked platforms at the small contact centers, which causes down-time. • Rapid service changes Insurance services are experiencing rapid changes, requiring contact centers to be centrally managed, flexibly adjusted, and quickly expanded; however, the existing Ping An contact centers are difficult to centrally manage due to small platform stacking, and cables must be laid out again if the agent numbers must be adjusted. In addition, migrating services from the existing contact center to a new contact center requires 30 days preparation in advance. • One-fold function Due to system restrictions, some key roles such as attendants, group leaders, and supervisors lack the necessary service functionalities and utilities, leading to repetitive manual operations and low work efficiency.
Huawei's solution offers Ping An the following: • Large-capacity voice platform can be smoothly expanded to 20,000 agents. • Dual-center networking model allows all agents to connect to the voice platform through the intranet in IP mode, drastically reducing communication costs. • Customized applications for telemarketing-dedicated attendants, group leaders, and supervisors. • Integration with the CRM system in web mode. Ping An Insurance chose Huawei for the following reasons: • Provision of a super-large-capacity call center The Huawei-provided contact center can be easily expanded to 20,000 agents in single-node mode, which conforms to the centralized and quantitative management concepts of Ping An Insurance. • Outstanding stress test performance Huawei successfully passed the demanding stress test required by Ping An and is the only vendor whose contact center does not overload during high-volume stress tests. Stress test required by Ping An includes more than 1,000 attendants simultaneously using the loudspeaker to sign in, make calls, and sign out. • Strong customization capabilities Huawei customizes applications for the contact center key roles, from attendants to supervisors. Some benefits for each role include the following: Attendants: The solution retains the attendants' operational preferences and allows them to log in to the system from any location within the agent workspace. All call records and recording files are stored in a centralized manner. Attendants can invoke, query, and collect statistics on call records and recorded files through a single portal. Group leaders: Group leaders can monitor, listen to, and query attendant calls and recordings under their management. Supervisors: Supervisors can obtain each group's call-related Key Performance Indicators (KPIs), manage multiple remote groups' call data, and analyze collected KPIs and call data to find ways to improve attendant work efficiency.
Customer Benefits • Lower communications costs The Huawei contact center solution is an all-IP based cloud center solution, which cuts communication costs in half. • Improved work efficiency Customized attendant applications can be seamlessly integrated with the existing Ping An CRM system. Compared with the original contact center, the Huawei contact center solution eliminates four manual operations, reducing attendant call processing time by 10 seconds and improving work efficiency by 13 percent. • Helps Ping An Insurance quickly seize market share The Huawei-provided contact center implements centralized resource management for attendants logging in to the system from any location within the workspace. Agent resources are automatically adjusted, and the system automatically compensates and adjusts when agents are migrated to other locations. Response time to the agent position migration is reduced from 30 days to only one day, enabling Ping An to quickly push new services ahead of its competitors and seize market share.
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Huawei Omni-Channel Banking Solution
Remote Conferencing and the Ultimate HD Experience
Solution
Telepresence Solution for Bank of China
Through in-depth analysis into customer requirements, Huawei has earned BOC's trust by providing an end-to-end solution that consists of "telepresence + decoration and acoustic design + OEM services." Huawei's telepresence solution gives BOC executives an immersive conference experience, so immersive that many participants feel that they are sitting right next to each other, although they are thousands of miles apart.
Background As one of the most internationalized and diversified banks in Asia, Bank of China (BOC) provides a full range of financial services in China (mainland, Hong Kong, Macau) and 31 other countries. As one of three banks issuing banknotes for Hong Kong and the designated clearing bank in Hong Kong for transactions involving RMB, the Bank of China (Hong Kong) Limited plays a significant role in the internationalization of the currency and maintaining exchange rate stability.
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Key Challenges Increasing remote communications among internal institutions and branches, particularly between Beijing-based headquarters and BOCHK executives, has posed great challenges to the existing video conferencing system, which cannot fully meet the current internal communication needs due to the following deficiencies: • Poor conference visual experience: Outdated technologies deliver only Video Compact Disk (VCD)-grade quality video, which cannot meet requirements for executives' conferences. • Complicated operation: Dedicated conference secretaries are required to effectively operate the system due to the complicated commands and conference configuration parameters, which translates to low work efficiency. • Insufficient lighting and acoustics design: Insufficient lighting conditions compromise facial clarity and poor sound absorption causes unwanted ambient noise and echoes. • Lack of professional and dedicated services: Lack of responsiveness by Original Equipment Manufacturer (OEM) maintenance engineers to repair or orders for maintenance prolong system downtime, negatively impacting overall operations and internal communications.
Through in-depth analysis into customer requirements, Huawei has earned BOC's trust by providing an end-to-end solution that consists of "telepresence + decoration and acoustic design + OEM services." The Huawei solution delivers the following benefits: • Optimal conferencing experience: The solution delivers HD 1080p 60 fps video clarity that is a 20 times higher resolution than the pre-existing system. Huawei's solution is fully capable of portraying meeting participants in true-to-life dimensions, allowing participants to read body language and make close eye contact, similar to an in-person experience. The sound clarity enables recognition of where sounds are coming from, and presentation materials can be displayed in a variety of ways during sessions. • Ease of use: Touch-screen control operations, combined with Huawei's proprietary technology, SiteCall, allow executives to hold conferences as easily as placing a phone call. Participants merely select a conference site from the address book and tap the Call key. Users control conference settings with the touch-screen control module, synching all aspects and desired parameters of the meeting to control all terminals. • Professional design: Conference room decoration and acoustic design are crucial to ensure the quality of experience from high-end video conferencing systems. All factors, including room dimensions, lighting conditions, acoustic properties and matching sound system capabilities, cable layout schemes, and flooring, were considered to deliver optimal sound and video quality which improved participant comfort. • Dedicated services: Huawei provides professional video conferencing service engineers in regions where BOC branches are located to perform preventive maintenance inspections and to quickly resolve all issues, minimizing system interruptions.
Customer Benefits Huawei's telepresence solution gives BOC executives an immersive conference experience, so immersive that many participants feel that they are sitting right next to each other, although they are thousands of miles apart. • Face-to-face communication experience: HD 1080p 60 fps video clarity with true-to-life dimension display let meeting participants read body language and make close eye contact, similar to a face-to-face meeting. • Simplified operation: Attendees can easily power on the system, join a conference, and control it with touch-screen pads, freeing up staff to perform other daily tasks instead of spending large portions of the workday administering conferences. • Efficient decision making: The telepresence solution bridges the communication gap between BOC executives in Beijing and Hong Kong, ensuring high decision-making efficiency and speeding BOC's responses to financial affairs.
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Huawei Omni-Channel Banking Solution
Optimizing Customer Service Management and Building a First-Class Telesales and Marketing Banking System 95555 Call Center Project for China Merchants Bank
The IPCC solution helps China Merchant Bank transform its call center from simple financial advisory service into a remote banking center and from cost center to profit center.
Background China Merchants Bank (CMB) was founded in 1987 as the first joint-stock commercial bank wholly held by corporate legal entities. In 1999, Huawei helped CMB build its 95555 call center. After 14 years' development, it has evolved from a simple financial advisory service into a remote banking center involved in financial consulting, trading, marketing, and wealth management. CMB's 95555 call center has three sites – two in Shenzhen (Futian and Shekou) and the other in Chengdu. The three sites have a total of 2,500 agents, who provide top-notch bundled services to more than 60 million customers in retail and wholesale banking.
Key Challenges Before the 95555 call center was established, CMB had built a voice card-based telephone banking system in branches throughout the country. Due to technical and management limitations, CMB's telephone banking system faced the following issues:
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• Service scope and quality limited by too few access modes The original telephone banking system could be accessed only via phone, fax, and so on. Each access mode used its own system, and information could not be shared between them, severely restricting the telephone banking system's scope and quality of services. The system would require complete re-development to enable more access modes. • Limited functionality The original telephone banking system provided only a limited number of banking services. It adopted an Interactive Voice Response (IVR) system, which could not be integrated with manual customer service or provide differentiated services for customers with other priorities. These shortcomings hindered market segmentation and service customization. In addition, the original consultation function was limited and unable to process services efficiently in real time. • Insufficient information utilization and lack of marketing functions With the original telephone banking system, customer information was inconsistently recorded. Without a complete customer information system, the telephone banking system did not offer customer relationship management or decision-making support. In addition, the original system did not support statistical analysis of service indexes, could not monitor system operations, and had inadequate background management functions. In most cases, the system received calls from customers and provided only what customers requested. The outbound call function was limited; therefore, the original system was not conducive to marketing CMB's broad range of products.
Solution • Multi-media access for Triple A (Anytime, Anywhere, and Anyway) service experience Huawei call center's multi-media feature allows flexible access modes to improve customer satisfaction. Huawei's solution uses enhanced Web-Enabled Call Center (WECC) functionality to support web access, including multi-media channels for text talk, click–to-talk, escorted browsing, and call-back request. In addition, the solution supports e-mail/fax call access and video call access. Integration of the on-line, telephone, and mobile banking, based on multi-media access technology, allows the 95555 call center to provide services to customers anytime, anywhere, and anyway. • Targeted and differentiated services for enhanced customer experience From Huawei's call center platform, CMB developed a new-generation 95555 personalized telephone banking system with customized menus to provide personalized IVR service which enables CMB to develop new services according to their requirements. The 95555 personalized telephone banking system offers the following features: • Customized menus • Customized service processes • Personalized care and marketing information • Intelligent guideline • Close interaction between automatic response and manual response • Intra-system voice menu roaming The 95555 call center provides customers with faster, more convenient access to new telephone banking services, all in one place. The customized service strategy is also reflected in such features as customer segmentation, FAQs, a complaint handling system, and VIP hotline. In addition, the telephone banking system offers
bi-lingual services and an estimated wait-time for callers on hold. • Outbound call management system for enhanced marketing functionality The automatic outbound call management system is an important extended function of Huawei's solution. It provides a flexible service interface, a variety of out-bound call modes, and comprehensive out-bound call management functions. These features allow the call center to perform integrated marketing, provide value-added services, and make the transition from a cost center to a profit center. The 95555 call center also provides out-bound services for notification purposes. For example, using the 95555 manual outbound call services, CMB can initially contact customers via phone, fax, or e-mail. The bank can send all types of information to the customer, including requests for loan capital or interest repayment, transaction details, financial services applications and complaint correspondence, notifications, and service introductions or advertisements. In addition, the call center actively promotes a variety of CMB products and services to the customer using different out-bound services, gaining profits through targeted cross selling.
Customer Benefits • Improved customer satisfaction According to a survey, • 75 percent of customers who have made payments through CMB's 95555 service hotline felt that it was "convenient to make a payment over the phone". • 80 percent felt that they could make payments anytime, anywhere. • 71 percent reported that they could "trust the telephone banking system". Huawei's call center solution not only meets the customer's technical requirements but also improves the customer services. • Higher profits CMB's 95555 call center combines IVR and attendant services to offer customers a variety of new services, including financial consulting, service handling, over-the-phone payments, and other value-added services. Since 2006, CMB's Telephone Banking Center has profited by helping customers handle financial transactions on the phone.
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