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Omni-Channel Banking,
Smart Financial Services
China will become the world's No.2 retail banking
market, second only to America
China's retail banking services in the last decade:
4.5 times
Service per capita:
4 times
Deposit:
Loan:
17 times
Retail service personnel: 200,000+
Next decade: world's second largest retail banking market
Estimated total income in 2020: CNY1.5 trillion
1
Addressing internal and external challenges using
product and service channel innovations
ROC
challenges
brought by
interest rate
liberalization
Remaining
influence of
global
economic
crisis
Cost and profit
pressure
Impact of
online
financial
services
Lower
customer
loyalty
Game-changing
social and
mobile
communication
technologies
Enhanced
supervision
regulatory
2
Service channel development: online self-service
banking becomes the major service channel
Online banking transaction volume =
Online banking user number
Transaction volume
3x counter service volume, an increase of 63.58 %
41.07%
7.5%
Self-service device number
Mobile phone banking user number
78.68%
Self-service outlet number
24.81%
29%
Transaction volume
85.06%
Telephone banking user count
120 million,
29.23%
Number of new branches
Source: a bank's 2012 annual report
3
540, 3.9%
Service channel development: inefficient cross-channel
information sharing
Channel-based user categorization: no user behavior information
sharing among different channels
Low efficiency in cross-channel customer behavior information
sharing and collaboration
Limited product types and absence of synchronous device
deployment across multiple channels
4
Omni-channel services: consistent service experience
Omni-channel service process: Customers can conveniently switch channels during transaction services. Service
information is shared among channels, allowing efficient service collaboration.
Mobile
Tablet
Interest query
Product selection
Application
Help
Contract signing
Status query
5
PC
Contact
center
Outlet
Omni-channel banking: internal architecture modification
and unified transaction information sharing
One channel connects to multiple
services: customer transaction
information stored in specified channels
Decoupling of channels and product
modules: unified transaction-information
sharing and display in all channels
Self-service transaction
Self-service transaction
Mobile phone bank
Intermediate
service
Online bank
Retail
Mobile phone bank
Retail
Intermediate
service
Online bank
transaction
Transaction
Telephone
bank
Settlement
Telephone bank
Settlement
Bond
Bond
Mortgage
Mortgage
POS
machine
Supply chain
finance
Band card
ATM
Supply chain
finance
POS
machine
Band card
ATM
Branch
Branch
6
Omni-channel SMART services (1/5): customer-based
service division, providing differentiated services
S
M
Segment
customer
A
Modularize
capabilities
Anticipate
customer need
Deposit
Private bank
Credit card
Fund
Reward
employee
Many-to-one
Distinguished
experience
VIP
One-to-one
Private services
Key customers
One-to-many
Expert services
Customers
Self service
Efficient and
convenient
Foreign exchange
Debit and credit
R
Unified
GUI
T
Tailor
experience
Investment team
VIP room
Financing account
Gold
And more
7
Self-service device
Omni-channel SMART services (2/5): modularized
capability and support for efficient innovation
S
Segment
customer
M
A
Modularize
capabilities
R
Anticipate
customer need
Reward
employee
T
Tailor
experience
Financial products, services, modularized management,
enhanced flexibility, and faster response
House loan
Authorization
Vehicle loan
Student loan
Supervision
Credit
8
Omni-channel SMART services (3/5): in-depth customer requirement
analysis, allowing accurate marketing and decision-making
S
M
Segment
customer
A
Modularize
capabilities
R
Anticipate
customer need
T
Reward
employee
Tailor
experience
Transfer and remittance
Balance change
Social media
Capital flow
Big data
analysis
Transaction data
Online transaction
Consuming behavior
9
Suggestions and complaints
Omni-channel SMART services (4/5): efficient
service collaboration and employee empowerment
S
M
Segment
customer
A
Modularize
capabilities
Anticipate
customer need
Multi-channel
resource
collaboration
R
Reward
employee
T
Tailor
experience
Service capability
improvement
Mobile office
Contact center
Audit center
Branch
10
Omni-channel SMART services (5/5): channel-based
customer experience improvement
S
Segment
customer
M
A
Modularize
capabilities
Anticipate
customer need
R
Reward
employee
T
Tailor
experience
To meet and exceed customer requirements.
Commonwealth Bank of Australia "Property Guide": one-stop service, integrating
services and products
11
Innovative ICT, facilitating intelligent financial service
development
Enterprise
Individual
e-Banking
Global market
App
Video-based
remote banking
Remote consultation
Telephone Mobile marketing
banking
Communication
and collaboration
Big data analysis
App
Debit card
App
Cloud computing
BYOD
Telepresence
UC
Convergent
conferencing
IVS
Contact center
IT and cloud
computing
Server
All-in-One
Big data storage Unified storage
Data center
Basic network
Data center network
Campus network
12
Transmission Wireless network Security
Software defined
network
Huawei FSI solution
DR center in the same city
Intelligent network
Data center
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Data center
infrastructure
Data center
network
Two-site threecenter
Omni-channel
Contact center
Remote DR center
Channel
optimization
Branch
Branch in
another
province

Active data center

HQ

Telephone
marketing center
Innovative
branch
Check-image
management
Mall
WAN
R&D center
WAN
integration and
security
Channel
innovation
Branch
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Outdoor residential areas
Campus and branch
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Campus network
integration
Desktop office
security
Mobile marketing
VTM remote
banking
Remote
consultation
Channel
innovation
Multimedia
office
collaboration
13
Mobile marketing solution, allowing quick service
expansion
HQ and branches
•
•
2G/3G/4G
Mobile office: improving
service processing
efficiency
Mobile marketing:
maximizing the
marketing success rate
Wi-Fi
•
PSTN
•
•
•
Ubiquitous access, intelligent identification, automatic intrusion
detection, and cyber attack prevention
Mobile marketing
Mobile office
Web
browsing
Internet
Push Mail
Thorough customer
requirement analysis
Quick service response
More efficient marketing
High service quality
Remote training
UC
Mobile card issuing
Mobile office
Mobile service processing
14
Innovative branch, offering brand-new service experience
Remote consultation
Marketing success rate
Customer benefits
Expert resource usage
Mini data center
One stop: network + voice + WiFi + video surveillance + UPS
Travel costs
World's first 1080p@60
fps Telepresence
Deployment efficiency
50%

Video + voice service
mode, improving the
marketing success rate
90%+

Expert resource sharing,
unified service
experience, quick
customer requirement
response, and
comprehensive
improvement of
customer loyalty

Transformation from
transaction-centric
branches to marketingoriented ones
IVS
All-IP IVS
Light-weighted
counter terminal
VTM
Voice- and videobased interactive
services, improving
customer experience
Cloud-based VDI
light-weighted
counter solution


90% counter service
24/7
Desktop deployment efficiency
15
70%
VTM remote banking, enabling quick branch deployment
and offering differentiated services
Customer benefits
90% counter service
Account opening Transfer
Loss report
Check
Financing

24/7 mini branch
services

VTM (for tellers) VTM (for experts)
VTC
VTA
Huawei eSpace VTM solution

Airport waiting hall
Start hotel
Remote area Residential area Office building and mall
16
VTM: virtual teller machine
VTC: virtual teller center
VTA: virtual teller agent
Quick and large-scale
branch deployment,
offering 24/7 minibranch services
Uninterrupted counterclass experience,
effectively improving
customer satisfaction
and service traffic
Centralized,
professional, and backend counter services,
lowering comprehensive
operating costs and
lowering labor force
requirements by 1/3
Huawei solutions in the global FSI market
2011-2012 success cases
Serving 200+ financial institutions world wide
Over half of the world's top 10 banks
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ABC tier-1 backbone network and
data centers in 36 provincial
branches
ABC big-data parallel computing
server
ICBC UC system for 100,000 users
worldwide
ICBC file security project
BOC telepresence system
CCB Shanghai-Beijing remote
disaster recovery transmission
system
CCB Wuhan data center core
network
CCB BYOD secure network access
sandbox
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PBOC tier-1 backbone network
CEB telephone marketing center
All series of enterprise networking
products for Santander Group
Backbone network solution for
China Insurance Regulatory
Commission
Biggest telephone marketing
center in the Asia-Pacific region
for g Ping An Insurance
Contact center solution for China
Life Insurance property insurance
600 access routers for AXA
Video surveillance network for
HKSE
Latest progress
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Enterprise network devices
gained presence in HSBC,
Citibank, and SG
Sole winner of ICBC's national
branch storage platform project
ABC: Agricultural Bank of China
ICBC: Industrial and Commercial Bank of China
BOC: Bank of China
CCB: China Construction Bank
PBOC: People's Bank of China
17
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ABC RH2288V2 server project
Desktop cloud for 1200 users in SZSE
ABC check-image NAS platform
(N8000)
CEB: China Everbright Bank
HKSE: Hong Kong Stock Exchange
SG: Societe Generale)
SZSE: Shenzhen Stock Exchange
ICBC UC system
- Integrated and open communication platform, supporting quick service development
Background
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Terminal
application
experience
Integration with
multiple terminals,
such as PC softterminals, IP
phones, and mobile
terminals
UC&C
Communication
embedded in
work flows
Integration with service
systems such as the AD, Notes,
95588 customer service, loan,
authorization, and consultation
Integration
with Polycom
Integration with HD
and SD terminals, and
interconnection with
Polycom visual
terminals
Integration
with H3C
VoIP
ONLY, callback on
busy, and calling
routing
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Huawei solution
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The massive enterprise voice communication solution supports
concurrent office collaboration of up to 100,000 employees.
The solution integrates real-time collaboration, text chat, and
convergent conference (voice + data + video) systems.
The system can seamlessly integrate with existing VoIP and
video conferencing systems, along with the convergence with IT
application systems, such as telephone banking and loan
approval systems.
Customer value
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18
Existing video, voice, and instant communication systems are
independent from each other.
ICBC has 239 branches and 1669 agencies outside China,
covering about 400,000 employees.
ICBC is changing loan service process from the local approval
mode to the centralized approval mode.
The system supports the concurrent office collaboration of up to
100,000 users. This number can be further increased to 400,000
users upon system expansion.
The seamless multi-system integration allows efficient remote
and mobile office.
Integration between the communication system and ICBC's
service systems meets the service requirements of about 20,000
loan department users, shortening the average loan approval
period by 50%.
UC&C: unified communication and collaboration
VoIP: voice over IP
Ping An telephone marketing center
- Biggest telephone marketing platform in Asian FSI
Background

Huawei telephone
marketing center
platform
Ping An agent Huawei agent
server
CCCBar
(customized)

PSTN

CTI
UAP platform
Ping An has 40,000 telephone marketing personnel and 26,000
contact center agents (can be increased to 36,000 upon system
expansion).
The rapid service development requires network systems that
support flexible adjustment while Ping An's existing system
suffers a high fault rate.
The new system is required to support customer information
protection, suits agents' work habit, and supports the integration
with Ping An's CRM system.
Huawei solution

Firewall
IP
network
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Ping An CRM system
Huawei develops a large-capacity and highly reliable platform,
allowing a single node to supports a maximum of 20,000
agents.
The all-IP solution simplifies networking, allowing SIP-based
access.
Huawei also customizes agent applications dedicated for Ping
An's telephone marketing, supporting web-based operation and
seamless integration with Ping An's CRM system.
PingAn
Customer value

Agent phone
Local agent Ping An CRM system
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19
15000+ ultra-large agent system
Communication costs reduced by 50%
Marketing personnel's work efficiency improved by 13%
Daily marketing income: CNY10 million
CRM: customer relationship management
CCCbar: call connection control bar
ABC core backbone network
-Next-generation core switch ensures ABC's continuous service
development in the next decade
Background
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ABC's next-generation core service system needs
support networks.
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To meet the service requirements in the next decade,
ABC needs backbone network expansion and
convergence of production and office networks.
Huawei solution
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Huawei deploys 166 sets of NE40E high-end routers,
442 sets of S9700 high-end switches, and 144 sets of
CE12800 next-generation switches.
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The end-to-end network convergence solution covers
the tier-1 national WAN, data centers in 36 provincial
branches, and 5 major core service networks.
Customer value
20
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The network performance is improved from 2.5 Gbit/s to
10 Gbit/s.
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Core nodes feature five-nine reliability.
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The 24/7 network service capability can meet ABC's
service requirements in the next decade.
HUAWEI ENTERPRISE ICT SOLUTIONS A BETTER WAY
Copyright © 2013 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.