CONSUMER BANKING: GREATER EXPECTATIONS

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1 CONSUMER BANKING: GREATER EXPECTATIONS

2 EXECUTIVE SUMMARY In the U.S. alone, more than 207 million consumers own and use a smartphone every day, and worldwide, that number is expected to exceed 2 billion by the end of Today s consumers came of age in the digital era. In fact, by 2025, the so-called Millennial Generation will represent 75% of the workforce. Those digital natives are far more comfortable banking on a mobile phone, at an ATM or a computer than at a traditional bank branch (see graphic below). With such mobility and flexibility comes great expectations. Consumers expect their financial institutions to provide rich, personalized banking services anytime, anywhere and they expect their bank to be able to follow them seamlessly as they move from one banking channel to another. Unfortunately, many financial institutions are struggling with how to respond to this digital wave. They are saddled with investments in legacy software and infrastructure that was not designed to deliver such rich, flexible, on-demand experiences. 45% Mobile banking Branch banking 40% More than 207 million consumers own and use a smartphone every day Percent of banked consumers 35% 30% 25% 20% 15% 10% 5% 9% 40% 30% Millennials are less comfortable banking at a traditional bank branch 9% 29% 11% 30% 22% 28% 27% Mobile users are expected to exceed 2 billion by the end of % GA Javelin LLC 2 Consumer Banking: Greater Expectations

3 1 THE CUSTOMER AT THE CENTER Faced with competitive pressures, financial institutions must continue to evolve their digital journey, aimed at enhancing their services and capabilities at the speed of their customers expectations. They are leveraging new digital technologies to attract new customers, but also offering value-added services to retain existing ones. These initiatives include everything from creating more interactive websites, to developing user-friendly native applications for smartphones and tablets, to drawing customers to social media sites such as Twitter and Facebook. Successfully navigating the digital journey requires making the customer not the channel the centerpiece of every new initiative, and that means delivering all these new customer-focused solutions and services via one unified customer experience. This is where many financial institutions stumble. From a business perspective, they want to accelerate product offerings, simplify on-boarding and deliver value to meet faster time-to-market needs. On the technology side, their IT infrastructure must be flexible and extensible enough to meet all of these growing, evolving demands. There is a natural tension there that is difficult to ease without the right architectural platform in place. No matter how many new digitally-savvy products and services they offer, financial institutions can t seem to capture and retain new business if they don t deliver a rich, personalized, consistent customer experience across all channels. Twitter THE DIGITAL JOURNEY REQUIRES A CUSTOMER- CENTRIC VIEW, NOT A CHANNEL-CENTRIC ONE Facebook Interactive websites CUSTOMER Branches ATM Tablets Smartphones 3

4 2 UNIFIED EXPERIENCE An agile IT platform is crucial to achieving operational efficiency and navigating this new customer opportunity called the digital journey. With this in mind, ACI designed its Universal Payments UP solution with an architecture that can easily adapt to evolving regulations and changing competitive environment. It also provides the flexibility and functionality to consolidate all payment types and channels into a common enterprise-wide platform. 3 UP FRAMEWORK Today s financial institutions need a set of enterprise business services and configurable tools that orchestrate all aspects of enterprise financial and nonfinancial transactions and payments from initiation to processing for any payment type, any channel, any currency and any network, to meet and exceed customer expectations. Combined with ACI s leading solutions, the UP Framework delivers an innovative architecture that bridges existing systems and future needs. ACI s UP Framework enables financial institutions to move beyond monolithic channel-focused applications to adopt loosely coupled, service-oriented solutions that are far more flexible and easy to manage as business needs change by enabling them to evolve their payments processing to a new, flexible, componentized architecture to meet business and budget needs. How does it work? The UP Framework uses serviceoriented architecture (SOA) based standards to extract core payments functionality from applications and expose the business logic as well-defined, standardsbased service interfaces. This architecture enables financial institutions to use one platform to support a variety of new products and services and run those off a variety of back-end infrastructures all without affecting the core functionality of the application or its business logic. It also means core functions and features can be re-used easily from one service to the next, saving development costs and ensuring new products get to market more quickly and efficiently. Through UP Framework, ACI delivers the channel, network and data integration necessary to ensure a financial institution s enterprise platform supports its business today, but can adequately drive new products and services as they emerge. With the SOAand standards-based interface approach, financial institutions can radically reduce process duplication, which reduces the need for duplicate infrastructure and ultimately leads to lower overall costs, better reuse and greater processing efficiency. Well-defined service interfaces also enable more streamlined interaction between ACI solutions and existing customer assets, preserving IT investments and shortening the delivery cycles for implementation and new product innovation. As illustrated below, the primary UP Framework integrations channel, network and data demonstrate how ACI s innovative design helps financial institutions quickly progress along their digital journey. 3 GREATER INTEGRATION CHANNEL, NETWORK AND DATA A key step in the digital journey is channel convergence, whereby financial institutions: Provide access to shared banking business services across channels, including ATM, back office, branch, online and mobile Isolate channel-specific behavior from the core banking application, including account, check, transfer, wire, PFM, image, ACH and bill pay services, as well as dashboards and P2P payments Powered by the UP Framework s architectural approach, ACI is able to deliver such channel convergence by separating the channel application layer from the banking business services layer. All interactions between these layers are strictly enforced through well-defined service definitions and service contracts. This approach not only empowers financial institutions with greater control over isolating enhancements at each layer, but also builds their own channel applications, better controls user workflows and improves user experience. 4

5 CHANNEL INTERFACES NETWORK INTERFACES ATM BACK OFFICE BRANCH ONLINE MOBILE FI CORE FEDWIRE CHIPS IMAGES P2P PEP+ CHANNEL INTEGRATION NETWORK INTEGRATION UP FRAMEWORK: CHANNEL, NETWORK INTEGRATION ACCOUNT SERVICES CHECK SERVICES TRANSFER SERVICES WIRE SERVICES PFM SERVICES DASHBOARDS IMAGE SERVICES ACH SERVICES BILL PAY SERVICES P2P PAYMENTS AUTHENTICATION AUTHORIZATION CONFIGURATION EXTENSIONS FILE MANAGEMENT GSSO (GDASHBO) MFA ALERTS AUDITS LOGGING TRACING BATCH (BCI) PAYMENTS INITIATION APPLICATION DATA ACCESS LAYERS (MYBATIS, JDO) EXTERNAL DATA ACCESS LAYER (PIM/BSI, JAVA SDK) ACI SERVICES ACCESS LAYER (PIM/BSI) UP FRAMEWORK: DATA INTEGRATION APPLICATION DATA (DATABASES, FILE SYSTEM) EXTERNAL DATA (THIRD PARTY, HOSTS) ACI PRODUCT INTEGRATION (BILL PAY, PRM, MTS, IP) NETWORK INTEGRATION Every online banking implementation is different. Not only does every financial institution have its own enterprise architecture, but it also must integrate its payments solution with numerous hosts and thirdparty services. With UP Framework, ACI has evolved its online banking software assets to a new banking services platform that not only delivers consumable business services across various payment initiation channels, but also provides network integration that is truly host-agnostic. Whether your banking application must communicate via the core banking network, FedWire, CHIPS, P2P or standard message formats such as ISO 20022, ISO 8583 or XML, ACI s UP Framework) integration layer provides the flexibility you need. It performs all thirdparty integration and isolates all third-party behavior from the banking services platform. As the platform continues to evolve, ACI will continue to add out-ofthe-box integrations to hosts and networks. DATA INTEGRATION Because UP Framework s flexible SOA-based design separates the business logic from the underlying application and channel, it enables seamless communications with a variety of back-end systems and applications. Using Java persistence frameworks such as MYBATIS and JDO, developers can create standard interfaces at the application data access layer for integrating with various database and file systems. Using tools including ACI s own PIM/BSI and the Java SDK, developers can also write simple, standard interfaces to integrate with a variety of external data services, including those from third parties and other hosts. In addition, developers can also use PIM/BSI 5

6 to create seamless interfaces from UP Framework to other ACI products, such as ACI Bill Pay, ACI Proactive Risk Manager, ACI Money Transfer System and more. 4 WHAT IS PIM/BSI? The PIM/BSI framework handles all service exposure tasks within UP Framework. Business service integration (BSI) is an orchestration tool that allows applications to expose and consume re-locatable services. These re-locatable services are then accessed through a language-dependent interface to a language-independent implementation. A service may reside in either the same address space (process) as the caller or another address space. This approach lays the foundation for micro services to deliver scalability across the solution. Payment Information Model (PIM) is ACI s common (canonical) payments definition. Instead of struggling with hard-coded, point-to-point interfaces, which are both expensive and complex to maintain, PIM/BSI lets financial institutions use a standardized message model that delivers both service definitions and service contracts. This lets them make changes over time to business rules, data/message structures and transaction processing flows, without requiring new coding or software releases. In addition, all business services exposed by the banking services platform adhere to ACI s PIM specifications, which are based on industry-standard IFX and ISO standards. 5 UP AND RUNNING In addition to UP Framework s flexible, innovative design, ACI also provides a series of templated business services, horizontal frameworks and data management tools to ensure financial institutions can get up and running with the platform quickly and easily. payments initiation, bill pay, personal financial management, transaction management and reporting functionality. ACI is currently service-enabling these business functions to expose these services, enabling ACI products and customer applications to consume this functionality with ease. This service enablement is based on industry-standard SOA principles that are extensible and customizable. HORIZONTAL FRAMEWORKS Creating business services and sharing them across channels or other applications is one of the key ingredients to realizing the digital journey vision. To accelerate development and delivery of these services, common functionality must be abstracted and implemented as a set of horizontal frameworks. ACI implements common services on top of the well-established frameworks that are part of UP Framework. Because ACI uses plug-n-play architecture-guiding principles, financial institutions can upgrade/replace any framework component with minimal impact to the overall solution. The level of abstraction and isolation in architecting the banking service platform enhances the extensibility of the overall solution, which leads to overall acceleration of business functions. In addition, the core infrastructure supporting ACI s consumer banking solution is made up of industrystandard software packages and frameworks available via open source and/or commercial vendors. Here, too, our plug-n-play architectural approach lets ACI customers seamlessly migrate between frameworks and software packages via an abstraction layer. DATA MANAGEMENT A major element of the digital journey is providing a unified customer view. No matter what channel the customer uses, they expect to have access to the same data and behavior. In ACI s customer-first architecture, channel applications are still allowed to control channelspecific behavior, but all banking services are delivered on top of the business services platform. All banking services operate independently from the channels by which they are accessed, providing financial institutions with a true omni-channel view of the customer. BUSINESS SERVICES ACI software assets provide rich business logic to support a variety of business functions, including 6

7 6 CLOUD RELIABILITY All ACI products are engineered from the ground up to provide the utmost in security, reliability, availability and performance. As financial institutions move forward in their digital journey, offering more customer-centric services and solutions across an ever-expanding range of devices and platforms, security concerns increasingly dominate their thinking. Rather than focusing on delivering difficult-to-manage point solutions, ACI offers both tokenization and strong encryption within the UP Framework. These enhancements address both data-at-rest and data-inmotion concerns, while providing a holistic solution at the banking services platform level. In addition, UP Framework features unique, proven, 24x7, fault-tolerant platform technology. Designed to function at % availability in a mission-critical continuous availability environment, UP Framework enables a financial institution s support team to introduce patches and system enhancements without stopping the processing system. This provides the ultimate in customer satisfaction in a real-time, 24x7 world. 7 LOOKING FORWARD As financial institutions make their way along the digital journey and work to evolve their business to match their customers expectations at the speed of change, they must be flexible enough to address today s services as well as those that may emerge in the future. ACI s vision and solution approach directly address these needs and is the foundation to ensure that today s financial institutions keep pace while customer expectations continue to evolve. 7

8 ACI Worldwide, the Universal Payments (UP) company, powers electronic payments for more than 5,100 organizations around the world. More than 1,000 of the largest financial institutions and intermediaries, as well as thousands of global merchants, rely on ACI to execute $14 trillion each day in payments and securities. In addition, myriad organizations utilize our electronic bill presentment and payment services. Through our comprehensive suite of software solutions delivered on customers premises or through ACI s private cloud, we provide real-time, immediate payments capabilities and enable the industry s most complete omni-channel payments experience. LEARN MORE WWW CONTACT@ACIWORLDWIDE.COM Americas Asia Pacific Europe, Middle East, Africa +44 (0) Copyright ACI Worldwide, Inc ACI, ACI Worldwide, ACI Payment Systems, the ACI logo, ACI Universal Payments, UP, the UP logo, ReD, PAY.ON and all ACI product names are trademarks or registered trademarks of ACI Worldwide, Inc., or one of its subsidiaries, in the United States, other countries or both. Other parties trademarks referenced are the property of their respective owners. ATL