You are an IT operations or self-service delivery channel manager at a large retail bank. The bank has recently rolled out interactive video ATMs in a number of their rural locations that you are now responsible for. Your rural banking consumers are ecstatic – with 24X7 access to a centralized teller, a whole new level of immediacy and a wider portfolio of personalized services have been opened up to them. But for you, managing the performance and integration of this new technology presents big challenges.
The applications and software architecture residing behind this customer facing device is completely different than the service applications and the network architecture found in your traditional ATM channel. At the very least, these machines will need to seamlessly communicate with your customer relationship management and core banking systems in order to do cash withdrawals, transfers and deposits. If your consumers choose to communicate via the centralized teller, their IVR transactions will need to be monitored for response time and quality. Many requests initiated by your consumers through the centralized teller will traverse to another third party value added service (VAS), as in the case of insurance, bill payment or investment transactions. Many of these interactions will also traverse multiple channels, as in the example where they book an appointment and have the meeting request sent to their tablet, or request a peer-to-peer transaction to be completed via a mobile device.
The complexity of this situation is not months or years away. For many retail banks it is now. You are living and breathing the self-service evolution. Multi-channel retail banking is a reality – presenting increasing operational risk…and endless revenue opportunity for those retail banks that are ready.
Are you ready to lead the self-service evolution?
Every retail bank has a “multi-channel” strategy that invites consumers to access more services through a wider variety of interfaces.
But leading the self-service evolution means balancing your revenue expansion, operational risk and cost control. This is why the true leaders are investing in:
- Real-time identification of consumer transaction failures or device failures
- Seamless service integration across all delivery channels
- Improved communications between modern applications and core banking systems
- Performance visibility into third party services, back-end interbank connections and virtual environments
- Performance management software that is easily scalable and deployable across all services and delivery channels
INETCO invites you to attend a 45-minute educational webinar that will discuss:
- Trends driving IT operations and service delivery channel teams to take a quantum leap in performance management tactics
- Emerging requirements for managing complex multi-channel service environments
- Five recommended Best Practices when it comes to monitoring the performance of multi-channel service delivery environments and critical banking applications
All registrants will also receive a complimentary whitepaper also titled, “Self-service Evolution or Die: 5 Best Practices for Monitoring Multi-channel Retail Banking Environments.”