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Telecommunications & e-Interactions The Virtual Enterprise

Telecommunications & e-Interactions The Virtual Enterprise. Craig Hinkley SVP, Network Services Global Technology & Operations Bank of America. Volumes & Measuring Impact. Online Volumes: 17.8MM ATM/POS Transactions per day 14MM POS transactions per day equates to 162 transactions per second

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Telecommunications & e-Interactions The Virtual Enterprise

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  1. Telecommunications & e-InteractionsThe Virtual Enterprise Craig HinkleySVP, Network ServicesGlobal Technology & OperationsBank of America

  2. Volumes & Measuring Impact • Online Volumes: • 17.8MM ATM/POS Transactions per day • 14MM POS transactions per day equates to 162 transactions per second • 3.8MM ATM Transactions per day equates to 44 transactions per second • 6.5MM logins per day for Online Banking, with approximately 26MM actions • Enrolments; Image; Payment; Volume trading; Loans; Online trading • 26MM OLB actions per day equates to 301 transactions per second • 375MM 800-inbound minutes per month • 125MM calls ever month • How can an organization measure the impact of issues? • FCI's – Failed Customer Interactions • Big FCI’s • A core service failure – if a customer cannot perform a financial transaction (access OLB or DotCom, transfer funds, pay bills, etc) • Degraded FCI‘s • A degradation in service – cannot perform the account details, stale balances, etc

  3. Telecommunications & e-Interactions • Current Trends in large enterprises • eServices • Web-ifying all Customer Services • Cross Platform linkage to better service your customer, also enable up sell, cross-sell through a deeper customer relationship view • B2B via VPN services • Internal Infrastructure • Web-ifying all internal associate services • MPLS based services for remote office connectivity • Associate & Mobile Office VPN • Managed Services for delivery of Non-Value-Add technology components • Similar approaches being undertaken for both internal & external services • Result: Distinction between the real versus the “virtual” enterprise • Defining two infrastructure layers • Core transaction engine infrastructure layer • Virtual Infrastructure Presence • Remainder of infrastructure and services delivered and consumed are a conglomeration of owned, managed services, customer and business partner networks.

  4. Core Transaction Engine Infrastructure • Critical technology assets and service engines. • Services “brain” of the company • Data Centers / Service Centers • Where are they and where do they need to be? • Disaster Recovery / Business Continuity • Cost of utility resources (Power) to “feed the machine” • Compute Resources & Customer Data • Mainframe; midrange; middleware; CRM databases. • Strategic assets located in strategic • High speed network fabric • Optimized transaction time • Replication and back-up (Sync & Async) • Globalization - Network/Telecom Infrastructure always on.

  5. Virtual Infrastructure Presence • Common threads: • MPLS for Remote Offices • VPN – for B2B; Associate Access; Virtual Office presence • Managed services for non-strategic commodity elements • MPLS/VPN/Managed Services combination to connect internal entities & external partners & customers with the Core Transaction Engine Infrastructure. • What capabilities & Services do you need to make this happen • Distributed authentication. • Secured Access / Firewall • Core Transaction Services at strategically distributed locations to serve close to the source / common entry point for transaction speed. • Seamless integration of different access channels into one consistent fabric • Align with SOA and Cisco’s SONA architecture

  6. IEEE CQReCommerce & the Importance of Telecom What does this all mean?

  7. What does this all mean? Presentation 1 - Net Neutrality – Service Provider to Enterprise perspective • Net Neutrality – Common Good model will be a net sum gain for all. • Autonomous approach – increase peering by high-customer-service-value organizations to provide more consistent user experience Presentation 2 - Financial Services & eCommerce – Goals and Challenges • Service ubiquity - Consistent service/transaction model across customer interactions channels • Balancing Trust, Risk & operational complexity. • De-perimeter-ization - blurring of infrastructure that provides internal versus external services. Presentation 3 – the virtual enterprise • Virtualization of the infrastructure – Strategic versus Commodity enabled through ubiquity • Globalization & the world markets and the drive for always on.

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