Return of the Agile Bank

Transcription

1 THE AGILE BANK AT ADASTRAL PARK DEMONSTRATES THE LATEST IN MULTI-CHANNEL BANKING The Agile Bank has been redeveloped to ensure BT and its partners remain at the forefront of insights and developments within the retail banking industry. Our aim is still to highlight how a flexible IP platform can benefit our clients channel strategy helping them streamline back office processes and use technology effectively to enhance consumer interactions. Customers visiting an Agile Bank workshop are taken through a series of scenarios involving a number of different channels Customers visiting an Agile Bank workshop are taken through a series of scenarios during which customers request certain types of information about taking out a personal loan, for example, or buying a mortgage. The Agile Bank comprises the following areas: Self-service This has been a key driver in the industry for some time and customers certainly appreciate the way self-service can bring them increased control and access to their finances 24/7. The self-service zone in the bank has been enlarged to showcase some of the latest units from both Wincor Nixdorf and NCR. These small footprint machines allow customers to withdraw cash and pay in money and cheques in a very convenient way.

2 This means they no longer have to queue at the counter and when they make a deposit, the money can be credited directly to their account. Also on show at the Agile Bank is the BT ATM Payphone which has more functionality than the traditional BT phone booth and within the same footprint. THE BRANCH SELF-SERVICE AREA An element of coaching is required to ensure customers make a smooth transition from the counter to self-service For customers seeking web-based information there are also two different types of kiosks available in the branch lounge a standing model with telephone and a new desk-based version. Both of these are now connected to a branch printer that allows customers to print out the information they are interested in and take it away with them. The new glass-thru kiosk in the shop window makes it possible for customers to register interest in a product they have seen advertised, a feature which is particularly useful for customers who are short of time, or who are passing the bank out of opening WITH PRODUCT INFORMATION ON A PDA hours. The customer receives an with key information and the bank can then follow up the lead at a later date. An element of coaching is required to ensure customers make a smooth transition from the counter to self-service. As before, we have retained two screens at the counter: one facing the employee and one facing the customer. This means both parties can take an active part in the transaction at the counter. Additionally, the interfaces we use at the counter, in the ATMs and in the web bank are all similar, so that customers who mainly use the counter may be coached in making more use of available self-service technologies. Another innovation is our latest text messaging portal, which enables individual customers to receive information like account updates via text. Groups of customers can also be sent bulk texts on promotional offers like discounted mortgage rates etc. COACHING WITH THE TELLER THE GLASS-THRU KIOSK IN THE BRANCH WINDOW

3 Organisational expertise Signage in the branch is an efficient way of ensuring that advertising is up-to-date at any time of day The Agile Bank again illustrates the different ways in which branch staff can give advice or information as and when customers want it. Our own research highlights that access to expertise is the key reason for customers to visit the bank branch. Branch employees can access information and processes via a hand-held tablet PC, drawing NEWS UPDATES OR LOCAL MESSAGES CAN BE DELIVERED DIRECTLY TO on corporate resources and SCREENS IN BRANCHES applications via the secure WLAN. One of the many benefits of this approach is that a meeting can take place, even if no room is available provided that the customer is comfortable with meeting in this way. On occasions, a customer may require a type of advice for which the branch may not have an adviser available. Rather than asking the customer to come back later or to visit another branch, a remote adviser can be brought in at short notice from a contact centre. BT has developed this recently upgraded solution jointly with Tandberg, and customer feedback tells us that it s almost like meeting somebody faceto-face. Customer and adviser share content on local screens and any relevant forms or details can then be printed out on the printer next to the customer for them to take away. In the face of tough competition and regulatory requirements, the provision of adequate training for bank employees remains high on the agenda. The Agile Bank s e-learning demo has therefore been upgraded to reflect this. While the FSA requires evidence of employee training, for banks the real benefit of e-learning is that the whole organisation can be trained up at relatively low cost while consistency of message is ensured. REMOTE ADVISERS CAN BE BROUGHT IN AT SHORT NOTICE FROM A CONTACT CENTRE Another solution available to both employees and customers of the Agile Bank is a knowledge management portal from KANA. Its web-based user-friendly interface makes it easy for customers to find the product information they are looking for.

4 By allowing them to find answers themselves to queries they may have while surfing the net, the system reduces the pressure on contact centre staff and means problems rarely have to be escalated to the back office. Personalisation There are a number of solutions that can provide customers with a more personalised experience. Signage in the branch is an efficient way of ensuring that advertising is up-to-date at any time of day. The content is held centrally and can then be customised to reflect geographic or demographic differences while ensuring consistency of message across the organisation. More screens and more content in the Agile Bank make it possible for branch managers to better target branch customers by delivering the latest news updates and local messages directly to the screens. The application and the ease with which it can be used by branch managers to control content on individual screens is demonstrated during Agile Bank visits. The screen content and management application has been provided by Digital View and once again several different scenarios illustrate how radio frequency ID tags can be used to link customers to relevant content. A BIOMETRIC PALM VEIN READER IS ONE OF THE SECURITY OPTIONS AVAILABLE TO BRANCHES Signage can help a bank cut the cost of marketing materials, especially printed media. The Agile Bank features an advanced document handling system and printer from HP. The latest brochures can be downloaded to its hard drive and printed off whenever customers require them. The same machine can also be used for workflow management. Paper-based forms such as cash ISA applications that are filled out in the branch can be scanned and immediately entered into the workflow which means they can be distributed instantly by to the relevant people inside or outside the bank for completion. Security The debate surrounding issues of customer identification and verification of data is hotting up now that instances of identity theft and credit card fraud are on the increase. How can staff ensure that the people wishing to open accounts are who they claim to be? How can banks offer customers a superior level of security and confidence when carrying out transactions? BT has worked in conjunction with GB Group to

5 develop URU an online service that is now integrated on to the employee desktop. It enables banks to make better risk-based decisions by clarifying the true identity and residence of applicants prior to credit checking or account opening. Available for demonstration at the Agile Bank, URU is a quick, cheap and convenient way of checking that people are who they say they are and live where they say they live. This reduces business risk and enhances operational efficiency. For branch-based transactions, we have looked closely at which biometrical options offer the most security in the least intrusive way. The Agile Bank illustrates a number of these solutions, such as a palm vein reader from Fujitsu and facial recognition from OmniPerception. We have also looked at voice authentication and can illustrate both a telephone bank solution and URU Plus, a combined web- and telephonebased solution. All are easy to use and highly accurate. The new Agile Bank also features the latest camera surveillance technology. A number of cameras constantly record the activity in the branch and any incidents can easily be acted upon. During demonstrations, we illustrate how the system alerts staff to suspicious bags in the lobby or to people loitering by the self-service area. The system also provides active footfall management, counting the number of people entering and exiting the branch. In this way it can alert staff if, for example, a queue suddenly builds up at the counter. By using footfall statistics and the information provided by the cameras, an optimal branch layout and staffing level can be achieved. Text messages can also be used to enhance security, when for example, new credit cards are sent out or for out-of-the-ordinary transactions where fraud could be suspected. CAMERA SURVEILLANCE TECHNOLOGY CAN ALERT STAFF TO SUSPICIOUS BAGS Contact centre The Agile Bank demonstrates how you can realise contact centre virtualisation and share customer data across your organisation and channels. A feature-rich multi-media IP contact centre from Cisco is once again on show this time integrated with a solution from Chordiant. This enables customer data and contact history to be

6 available in both contact centre and branch and processes to be consistent and automated wherever possible. Some of the key capabilities we illustrate are CTI technology, inbound and outbound calling, customer contact data history, skills-based routing, , call transfers and queue busting. With voice and data increasingly converging, the Agile Bank naturally uses the latest IP phones. Data can now be pushed out to the screens of these phones, giving access to key information like the corporate directory and news updates. Once again the Agile Bank features a dedicated home area, where the different elements of telephone banking, including agent interaction using interactive voice response (IVR) as well as online banking are on show. Features like call-me buttons are demonstrated here, as well as co-browsing and transactions between a contact centre and a home banking customer that are conducted via video. Some of BT s newest integrated communications products based on Microsoft technology are also showcased. These allow employees to work in a more agile, collaborative and integrated way using mail, phone, video and instant messenger. A solution from Verint helps organisations get more out of contact centres. Call recording is typically carried out for regulatory and training purposes, but the real power of this solution lies in the way it can be used to improve call quality and call flow, thus improving the efficiency of contact centre operations. Particularly powerful among the many analytics and reporting tools that are available is the speech-to-text engine that allows for certain types of calls or issues to be highlighted and extracted for further analysis. For questions about the Agile Bank, please contact Mattias Alvan on mattias.alvan@bt.com