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We help our financial customers enable their business Customer Knowledge Phone Fax CRM Back Office Systems Core Core Systems Core Systems Systems • Banking • Mortgage • Insurance • Securities Self Service Wireless eBanking Email Chat Branch Location Live Agents Secure, Converged Network Corporate Offices Remote Staff & Advisors ATM Kiosk Customers Enabling the “virtual” bank Employees “We help finance enable their business by delivering secure, reliable and integrated voice/data/video communications, information, and applications anywhere, anytime” 2 Its not just about convergence… but what it enables eLearning, Video/audio conferencing Call center / branch transfer Speech-enabled Self-service Unified Communications Multimedia integration CRM integration / CTI capabilities Presence & Collaboration Advisor mobility “follow-me calls” Unified messaging Enhancing the customer experience Enabling the front office Integrating Delivery Channels Increasing efficiency & lower costs 3 Enabling the Bank Branch Secure Converged Branch Solution NORTEL CONVERGED BRANCH IP/WAN PSTN BCM/SRG VPN Router Switch Secure Wireless Badge/Card Access Phones Concierge Tablet 4 Digital / IP Phones w/ Customer Care Apps Security Camera iMac ATM / Kiosk Tellers eLearning Multi-Media Branch Office Control Costs & Increase Flexibility • Centralize IT administration and maintenance • Consolidate Voice and Data Networks where appropriate • IPTelephony where/when there is ROI • Branch transfer to/from contact center • Reduce MACs, toll-charges • Leverage existing investments & applications Increased Sales & Service Effectiveness • Local applications to support sales activity & improve customer experience • Staff & equipment mobility • Unified messaging • Enable eLearning and video/audio conferencing to improve skill sets and productivity • Collaborative applications w/ presence Transforming branches into cost-effective sales and service centers Enabling the Front Office Collaboration, Mobility and eLearning Solution Solution Elements >MCS5100 multi-media > Audio/video conferencing > Presence & Personalization > eLearning & collaboration >Secure remote access Benefits >Increased productivity and reduced cost >Faster access to decision makers >Better responsiveness to customers 5 Corporate Office Remote MCS Bank Branch IP-network Financial Center …… …… Challenges >Inadequate front-line sales training and coaching >Need to improve customer responsiveness via anytime, anywhere access >Real-time access to decision makers and expertise >Increased employee productivity Virtual Experts Multi-Channel, Virtualized Customer Care Contact Center & Self Service Solutions • Provide 24/7 service • Lower cost of operation with better utilization of agents • Increased employee retention • Consistent customer experience • Consolidation of contact centers Deploying Self-Service applications Customers E-mail Web Voice Web 6 Agent Assisted Contact Center Phone, Mobile, VoIP, Web Call Back, Click to Call, email Symposium Call Center Server with Symposium Web Center Portal Self-Service Basic, advanced Speech and Web-Centric MPS 500, MPS 1000 Desktop Applications and Open Connectivity Voice Blended SkillBased Routing • Enhancing Self-service via IVR, speech enablement and web-based self-service • Speaker verification to enhance security Business Applications like CRM, ERP, etc Contact Center Agents and Managers Professional Services, Implementation Partners Compliance and Risk Management Storage and Data Center Networking Solutions Challenges >Business Continuity & Disaster Recovery >Impact to brand and 7x24 customer expectations >Cost of downtime >Regulatory Compliance Solution Elements >High-performance storage networking >High-performance data center Benefits >99.999% availability >Improve communication availability during disaster >Supports consolidation & centralization >Application & communication availability 7 Primary Data Center Voice/VoIP Video FC Switch LAN FC Director ERS 8600 DISK Tape Backup SAN DISK Optical Metro 5100/5200 /6500 Metro Area Network C/DWDM 100s kms Internet Wide Area Network SONET 1000s kms DISK SAN DISK Optical Metro 3500 LAN Voice/VoIP Video Backup Data Center LAN Voice/VoIP Video DISK SAN DISK Remote Data Center Converged Infrastructure Solution >Proven, feature-rich Communication Services • • • • HQ / Data Centers Over 450 world-class telephony features IP Contact Center Unified Messaging SIP based Collaborative Communications applications • Video/Audio conferencing >Service Reliability IP WAN • Resilient infrastructure (5 nines availability) • Eliminate bandwidth bottlenecks • Secure communications >Efficient, easy to manage • Policy-based traffic management • Flexible delivery of communication services through choice of open, flexible and extensive Communication Clients • Converge Infrastructure for voice, data and video services >Improved Economics • Total Cost of Ownership leadership • Migrate at pace that is appropriate, leverage existing assets 8 Remote Employees/ Advisors / Customers PSTN Branches Off-premise ATM/Store Customer Example IP Telephony Migration Option 11 (50-100 users) Option 11 (25 users) Option 61c (200 users) Remote Shelf T1’s / PRI’s Option 81c (2000 users) CS1000 (250 users) CS1000M (400 users) Option 11 (25 users) Option 81c (1,000 users) Legacy Topology SONET rings for Data/Voice DWDM Core for Data/Voice CS1000M (1,000 users) CS1000M (2,500 users) 9 IP Topology