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Nowoczesne rozwiązania komunikacyjne
dla placówek bankowych
Piotr Głaska Senior Product Manager - Enterprise Networking
Marcin Gic Product Director – Unified Communications
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3
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The Four Great Inventions
Paper (and paper currency)
Printing press
Compass
Gunpowder
5
Number of Fortune Global 500 companies
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Huawei – No. 315 in Fortune Global500
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0
5
10
15
20
35
1987 1995 2000 2005
25
2012
Dot-com
crisis
International orders exceed
domestic sales
Financial crisis
from international markets
from China
Huawei revenue [bln USD]
2008
7
Regional Organizations
Carrier Network
Business Group
Enterprise
Business Group
Device
Business Group
Group Functions
CEO/EVPs
Huawei structure
Board of Directors Supervisory Board Independent Auditor
Human Resources
Committee Finance Committee
Strategy & Development
Committee Audit Committee
Shareholder’s meeting
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UC&C
Security
Unified Management Bring Your
Own Device
Software Defined
Network
Cloud
Data Center
Conferencing Telepresence IVS UC Contact Center
Data Center
Infrastructure Server Storage VDI Networking Power
Enterprise Network &
Enterprise LTE
DC Network Transmission/Microwave IP Network GSM-R/eLTE
Huawei Enterprise Portfolio
10
ICBC - Branch Access
Solution for Oversea Subsidiaries
Solution for Branches in China
To Subsidiary
S2700 AR1220/2220/2240
Switch Router ICBC is the biggest bank in the world. It has about 16,227
branches in China, and 203 oversea branches;
It needs a reliable network partner for sustainable cooperation;
Background & goal
Deployed AR 1220/2220/2240 and S2700 for its branches in
China;
Deploy NE40E-X3, AR 2220/2240, S9300 and S5700 for its
oversea subsidiaries network. For branch access, it deployed
AR 2220/2240 and S5700;
Huawei Solution
Great service, fast deployment. Huawei provided network
design and service through Huawei’s branches over the world;
Lower costs
Benefits
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Santander Bank - Campus LAN in Spain
S2700
S2700
S3700
S5700
S9300
AR3260
AR2240
AR1220
AR2220
The Santander Group is the fourth largest bank in the world by brand value in 2011;
Santander Group needed a multi-domain, multi-service network, based on
standardized technologies to avoid “single vendor” dependency;
Background & goal
• Huawei provides an end-to-end, open and feature rich product portfolio, that fulfill the
different needs of the Santander Group;
• Since second quarter 2011 Huawei provided more than 600 LAN switches for branch
offices, and all of Huawei series switches and AR have been pasted the tests;
• Huawei is also validated as provider for LAN switching solution for Campus and
branches;
Huawei Solution
• Well proved products. All LAN switches (Sx7) and ARG3 have passed test;
• Open standard products for good interoperability;
• Cost effective solutions;
Benefits
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Inteligo · Poland
Inteligo - Data Center Interconnect
OSN1800 OSN1800
GE
FC400
10GE 10GE
GE
FC400
Background Inteligo is Internet banking brand of PKO BP - the largest bank in Poland.
PKO has different data centers which need to interconnect each other to
provide high availability and disaster recovery.
The data centers have SAN network, IP networking. The Customer needed a
multi-service transmission solution to comply with different vendors
equipment to connect the server, switch and storage.
Huawei Solution End to end transmission solution with Huawei OSN1800
LDX, ELOM provide connecting service for 1G,10G, FC400
OSN1800 provides 40 channel for flexible extension and 10G service platform
Benefits
OSN1800 offers multiservice for SAN and IP networking. Fully compliant with
the storage and server of different vendors.
Fast delivery in 4 weeks
Intelligent U2000 - rapid deployment of end to end business
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ZUS – LAN/WAN
Huawei Solution
End to end solution with Huawei own products including more than 300 pieces
S9300 and 400 pieces of industry-leading CPE routers and switches.
ARG2 routers provided the security tunnels between all the branches with HQ in
the whole country wide.
S9300 Switches provide a scalable and reliable network and multi-services
capacity in each branch.
U2000 manage all the equipments
Benefits A high reliable and secure system to provide sustainable services
Full usage of existing equipment and fiber resources, to protect the original investment;
Background Network of ZUS (Social Insurance Institution) is a internal security network, which
is responsible for interconnection of the national social security system and office
network.
Customer needed a multi-service network with high security, high performance,
and high scalability.
IP VPN
Headquarter
AR49
AR29
AR29 Switch S9303
Switch S9303
AR49
Switch S9303
AR29
U2000 U2000
S9306 S9306
Switch S9303
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- Wielokanałowa obsługa Multimedia– czy i jakich nowych kanałów
interakcji oczekuje dzisiejszy klient?
- Czy jest sens inwestycji w kanał obsługi klienta poprzez media
społecznościowe?
- Czy wirtualne oddziały połączone z wideo Contact Center są w
stanie zastąpić stacjonarne biura obsługi?
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
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„Tradycyjne centra telefoniczne ewoluują w stronę całościowego
zarządzania relacjami z klientem:
64 % objętych badaniem call/ contact centers obsługuje kontakty przez
internet, 40% poprzez SMS-y a 25% poprzez internetowy chat.”
Raport "Dimension Data’s 2011 Global Contact Center Benchmarking
Wielokanałowy model kontaktu z Klientem
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
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Wszystkie grupy wiekowe Klientów korzystają z nowych
kanałów komunikacyjnych
Korzystanie z poczty elektronicznej w zależności
od wieku
Korzystanie z samoobsługowych portali webowych
w zależności od wieku
Źródło danych: Genesys Worldwide
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
17
Korzystanie z kontaktu przez SMS
w zależności od wieku.
Ponad 93% polskich
klientów stwierdziło, że
uczestniczyli
przynajmniej raz w ciągu
ostatniego roku w
komunikacji
z zaangażowaniem różnych
mediów. Źródło danych: Genesys Worldwide
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
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Czy jest sens inwestycji w kanał obsługi klienta poprzez media
społecznościowe
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Facebook: porównanie branż, liczba fanów i jej zmiana, czerwiec 2013
Źródło: Sotrender.com
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
20
Trendy w komunikacji
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3G
VMB (Virtual Mini Branch)
In branch：RFID for Customer ID, proactive concierge service External：WiFi in shops, APPs online
Mobile Banking
Self-service Kiosk with HD interactive video
Self-Service Sub-branch
Versatile sub- or mini-branch for strategic area coverage – Malls, suburban, airports, etc.
Branch Extension
Or Standalone Ubiquity
Efficiency
Accuracy
Interactivity
Security
Virtual Desktop (VDI)
Cloud-based Desktop
Network Security
Pedestal or Wall mount, TouchScreen
Digital Signage
Integrate HD Video to PC, PAD (Customer BYOD) for remote financial advisor meeting
Remote Advisor Network-in-a-Box
Network, Security, IPT, UPS, AC, Server, Storage
comprehensive secure banking network infrastructure
Physical Security
Nowoczesna Placówka Bankowa
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Telefonia IP i Contact Center
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Conference/ Board Room Dual-screen
Private Office Single-screen
Workbench or Desktop PC with HD Video
HW/SW
Green CSR
Financial advisors are a limited resource and not present in every branch
Lost productivity and cost of traveling to a limited number of branches prohibitive
Advising mature and Gen Y customers’ financial requirements
Satisfying Customers Demands and addressing Bank’s Business Imperatives
Customers Demands
Banks Constraints Improve Upselling
Customer intimacy builds trust; presents opportunities to recommend other products than customer initially considered
Increase utilization rates of financial experts by covering more locales; reduce travel costs
Improved customer experience and feeling “you understand me” will open customer to rely on bank for further financial advise
Monetize reduction in travel costs with carbon-offsetting; leverage Corporate Social Responsibility in marketing.
Operational Efficiency
Customer Retention
Personalized services
Prefer on-demand ability to meet with advisors
Branch location where account held not convenient depending on time of day/night
Ease of navigating through product and service offerings
Nowoczesna Placówka Bankowa – Wideo i Multimedia
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VC/TP Portfolio
RP100-XX RP200-XX TP3106/TP3118/TP3118S
CR10 SMC ViewPoint 8660 ViewPoint 8650 ViewPoint 8650C
TP1102 TP3206
VP9000 series TE30
The first intelligent and all-in-one endpoint globally
VP9660 VP9650 VP9630
NEW
Universal transcoding MCU with most powerful capabilities
MC850 VP9050 VPM200 series VPC600/VPC620
So
ft Clie
nt
NEW
vPoint VC100
Ro
om
Tele
pre
sen
ce
Vid
eo
En
dp
oin
ts
Desk
top
Vid
eo
En
dp
oin
ts
Perip
hera
ls
Reco
rdin
g
Man
ag
em
en
t
Syste
m
MC
U
Imm
ersive
Tele
pre
sen
ce
The first panoramic Telepresence in the world
Wide Dynamic Range HD Camera
NEW
NEW
25
Wideoterminal - TE30
1st all-in-one HD VC terminal
1st Voice dialing VC terminal
1st wireless connection VC terminal
HD delivered via low bandwidth (1080P@512k)
Plug-in and Play,
Easy Maintenance
All-in-1
Voice dialing
Easy-mount
Wireless
1080p30@512K
1st all-in-one HD VC terminal
Save space 80% Save bandwidth 50%
26
Wideomonitoring Network-in-a-Box • Security Systems • Routing & Switching • Server, Storage • UPS , AC, IPT
Video Surveillance
• Motion detection
• Biometric recognition
• Behavioural analysis
VMB Virtual Mini Branch • Onboarding • Biometric & SmartID • Bank Card Issuance • Electronic Signature • Document Scan & Print • HD Interactive Video • Marketing Streaming • Passbook Updating • Upselling Platform
Digital Signage • News & Pricing • Product Marketing • Offers & Promotions • Neighbourhood Info
Support Systems
• Access Control
• IPT
• IP Intercom/Alerting
Traditional ATM Cash dispensing and recycling
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Wideomonitoring
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Zmiany w interakcji na linii Klient- Firma, to jeszcze
elementy obsługi Klienta czy już marketingu?
A może zupełnie nowy rodzaj komunikacji:
inteligentnej i zintegrowanej?
Czy technologia kreuje nowe usługi?
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
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Pomimo intensywnego rozwoju kanałów zdalnych, to oddziały bankowe nadal przynoszą bankom większośd zysków ponieważ najlepiej potrafią sprzedad produkty wysokomarżowe oraz są miejscem gdzie bank rozwija najbardziej wartościowe relacje z klientami.
Presje kosztów w dalszym ciągu wymuszają niższy koszt dystrybucji i obsługi produktów – oznacza to, że mniejsze, taosze w utrzymaniu oddziały z bardziej zautomatyzowaną obsługą są nieuniknione.
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
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Idealny kanał obsługi to… Obsługa twarzą
w twarz
Duży zakres usług
Niskie koszty operacyjne
Powiązanie usług
Łatwośd instalacji
Zcentralizowane zarzadzanie personelem
Duża dostępnośd 24/7
Bezpieczny i niezawodny
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
31
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
Drukarka A4
Rozpoznawanie układu żył w dłoni
Czytnik kart ID
Rozpoznawanie i wydawanie kart
Podpis elektroniczny
Skaner A4
Połączenie wideo w
jakości HD Depozyt
dokumentów
33
Nowoczesne kanały komunikacji z Klientem - wybór czy konieczność?
34
• Klient za pomocą video rozmowy ma przed sobą przeszkolonego konsultanta. dla każdego rodzaju Transakcji
• Klient ma dostęp podczas jednej sesji do kilku specjalistów od danego obszaru.
• Konsultant ma pełną centralną informację CRM.
• Proces sprzedaży oraz obsługi klienta może byd dowolnie personalizowany bez konieczności ponownego przeszkolenia sieci sprzedaży i obsługi.
• Konsultanci poprzez VTM mogą wydawad i przyjmowad wnioski o otwarcie konta, kredytu, wydawanie kart itp..
• Podniesienie jakości obsługi
• Obsługa 24h
• Zwiększenie wydajności obsługi, n.p. zmniejszenie czasu oczekiwania na produkt
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
35
Country Essential
Useful but not
essential I wouldn't benefit from this facility
Australia 32.20% 56.10% 11.70%
Brazil 61.70% 33.10% 5.10%
Canada 36.70% 53.40% 9.90%
China 66.80% 30.70% 2.50%
France 36.00% 48.60% 15.30%
Germany 31.00% 52.50% 16.50%
Hong Kong 33.60% 57.30% 9.10%
India 62.60% 32.30% 5.00%
Italy 39.80% 49.50% 10.70%
Japan 34.10% 57.30% 8.50%
Mexico 65.90% 30.50% 3.70%
Netherlands 31.50% 54.50% 14.00%
Poland 36.00% 51.90% 12.10%
Russia 75.50% 22.70% 1.80%
Singapore 67.10% 30.70% 2.30%
South Africa 43.20% 47.60% 9.20%
South Korea 40.50% 50.80% 8.70%
Spain 54.00% 40.80% 5.20%
Sweden 32.00% 53.90% 14.10%
UK 32.10% 60.50% 7.40%
US 33.90% 56.90% 9.20%
Global Average 46.80% 45.20% 8.00%
Placówka otwarta 7 dni w tygodniu
Source: Datamonitor’s FSCI survey, June 2011
Essential 36.5%
Useful 51.5%
36
Essential 40.6%
Useful 49.0%
Country Essential Useful but not essential I wouldn't benefit from this facility
Australia 30.70% 55.10% 14.20%
Brazil 62.30% 31.70% 6.00%
Canada 45.70% 46.70% 7.60%
China 40.70% 54.40% 4.80%
France 35.70% 49.80% 14.50%
Germany 38.20% 49.20% 12.60%
Hong Kong 34.90% 55.70% 9.40%
India 61.50% 32.60% 5.90%
Italy 38.30% 49.20% 12.50%
Japan 34.10% 58.50% 7.30%
Mexico 73.20% 24.00% 2.80%
Netherlands 39.60% 52.90% 7.50%
Poland 38.70% 50.50% 10.90%
Russia 73.10% 23.80% 3.00%
Singapore 71.20% 26.60% 2.30%
South Africa 34.60% 51.30% 14.20%
South Korea 49.50% 44.40% 6.10%
Spain 54.90% 39.90% 5.20%
Sweden 45.90% 45.10% 8.90%
UK 33.90% 57.50% 8.60%
US 39.60% 53.10% 7.30%
Global Average 47.00% 44.90% 8.10%
Placówka otwarta wieczorem
Source: Datamonitor’s FSCI survey, June 2011
37
Nowoczesne kanały komunikacji z Klientem - wybór czy koniecznośd?
38
Huawei Innovative Branch
3G
VMB (Virtual Mini Branch)
In branch：RFID for Customer ID, proactive concierge service External：WiFi in shops, APPs online
Mobile Banking
Self-service Kiosk with HD interactive video
Self-Service Sub-branch
Versatile sub- or mini-branch for strategic area coverage – Malls, suburban, airports, etc.
Branch Extension
Or Standalone Ubiquity
Efficiency
Accuracy
Interactivity
Security
Virtual Desktop (VDI)
Cloud-based Desktop
Network Security
Pedestal or Wall mount, TouchScreen
Digital Signage
Integrate HD Video to PC, PAD (Customer BYOD) for remote financial advisor meeting
Remote Advisor Network-in-a-Box
Network, Security, IPT, UPS, AC, Server, Storage
comprehensive secure banking network infrastructure
Physical Security
39
All-in-one
Integrated Network, Server/Storage, Security, Voice, Power/UPS, A/C
Uniform Deployment
Pre-fab device integration
Ergonomical
Experiencing High TCO？
Deployment Delays?
Complexity?
Micro DC: Cost Effective Rapid Deployment Infrastructure
Business Ready
Maintenance Pains Finger pointing problems Multiple management systems No unified comms
Multi-vendor integration Long, complicated deployments Holistic system management view
Deployment Pains
Higher TCO Pains Branches absorbing higher CAPEX costs Branch OPEX higher with local
maintenance staffing due to complexity
Expansion Pains Change Management complex and
vulnerable Rigidity of architecture inhibits agility of the
business
Huawei Micro DC
24U basic cabinet (serving less than 100 users)
Temperature and humidity sensor
Smoke sensor
Door status sensor
Water sensor
CCU
IP camera
UPS
Battery
Router
Switch
Server
Electronic label
40
Micro DC: Cost Effective Rapid Deployment Infrastructure
Huawei Micro DC
41
PC and Data Security Concerns
Operations Complexities
Collaboration & Resource Sharing
Solution Features
Evolving the desktop to Cloud
Huawei Cloud Desktop
OPS/Maintenance of disparate physical systems – OS, APPS installation, config, updates, upgrades create longer release cycle of new business processes
Typically sensitive customer, business data, new product information stored on PC.
Data loss through hardware or software failure, lost or stolen
How to improve risk and compliance regulations
Collaborating Anytime, Anywhere, Any device
Operations
Lower OPEX
Streamline Maintenance
Centralized Operations and Management
Unified real-time view of business systems
Enhanced Data Security
Centralized data storage coupled with access rights profile permissioning
Flexibility in providing on-demand access rights
Flexible, Efficient
Integrates BYOD in both office and mobile working environments
42
Huawei Network Security
Wide variety of devices (BYOD) with various access points
Viruses attack staff computers, ATMs, servers – data leakage and lost productivity
Unencrypted document transmission – customer privacy and business secrets exposed
Utilising public network infrastructure opens bank to hacking, viruses, etc.
Employee remote access a threat from breach of security at remote end
Staff accessing social media, chats, external email, web surfing
Non-centralized security controls and management
Financial Network Security Risks
Centralized Network Management
Unified Branch Network Management
Centralized operations management/maintenance of local to regional to HQ hierarchies
Centralized Security Management
Centralized policy control, incident management,
Unified Protection
UTM: Network virus interception; VPN access; Firewall decentralization domains
ASG: Internet usage behavioural management: visualization of usage for governance & compliance; increase office efficiency
Policy Center: Branch network access security
Unified Threat Management – UTM Application Security Gateway – ASG
Security Center
SVN FW
Headquarter
Policy Center
VPN/E1
VPN/E1
Network
in a box
VPN /
3G
Network
in a box
Branch ATM Self –service Branch
Mobile Worker
VPN/E1
Internet access
Internet
43
Huawei Innovative Branch
3G
VMB (Virtual Mini Branch)
In branch：RFID for Customer ID, proactive concierge service External：WiFi in shops, APPs online
Mobile Banking
Self-service Kiosk with HD interactive video
Self-Service Sub-branch
Versatile sub- or mini-branch for strategic area coverage – Malls, suburban, airports, etc.
Branch Extension
Or Standalone Ubiquity
Efficiency
Accuracy
Interactivity
Security
Virtual Desktop (VDI)
Cloud-based Desktop
Network Security
Pedestal or Wall mount, TouchScreen
Digital Signage
Integrate HD Video to PC, PAD (Customer BYOD) for remote financial advisor meeting
Remote Advisor Network-in-a-Box
Network, Security, IPT, UPS, AC, Server, Storage
comprehensive secure banking network infrastructure
Physical Security
44
45
Year 1405
46
Chinese baochuan vs Columbus’ Santa Maria
A display at the Ibn Battuta Mall in Dubai, UAE compares the size of ships used by Zheng He and by Christopher Columbus.
47
Huawei CloudEngine 12800
Line card
capability 2times 480Gbps
Nexus 7000 CloudEngine 12800
1Tbps
Industry-leading scalable platform for next 10 years
CE12812 CE12808 CE12804
Bandwidth
per slot 4times 550Gbps 2Tbps
3times Switching
Capacity
18Tbps 48Tbps
Copyright©2012 Huawei Technologies Co., Ltd. All Rights Reserved.
The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product
portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the
predictive statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the
information at any time without notice.
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