IBS Journal September 2015


Application architecture 8 layer architecture; trends of change observed in highlighted layers


1 1 Channel layer Branch banking


Internet banking Mobile banking IVR Social networks Call centres


Interactive video channels


POS / ATM Website


4 Core banking / Back office layer Term deposit


CASA Card management Debit card management Retail loans Corporate loans


Cash management Trasaction banking


5 Analytical / Reporting & BI layer BI tool


Enterprise performance management


6 Support Layer ERP suite


Collaterals / OD


Treasury management Wealth management


Bill payments Central bank ATM switch


Central depository Stock exchange


Predictive analytics


Enterprice data warehouse Risk analytics / Reporting


Bloomberg, Reuters VISE / MC / AMEX Credit bureau SMS gateway


Document management


management Incident BPM tools OCR Recon tools Audit apps FAX / Email geteway Layers with high degree of change in application landscape From the traditional branch banking


where new innovations were driven by for- mat and offerings, the investments in chan- nels have significantly moved into the digi- tal world and SOA. Leveraging every digital touch-point of the customer and offering an integrated multi-channel service have emerged to be the key focus areas. This can be observed by the new age


About the author


innovations in video-banking where the customer could speak to his/her branch or relationship manager over a video call.


Video tellers and ATMs: who is doing what?


In the US, Pittsburgh-based Dollar Bank has introduced video tellers, with both drive-through and walk-up options, with the teller able to remotely control the machine and guide customers through most branch transactions. A camera transmits the customer’s image to the teller at the bank’s customer service centre in Pittsburgh and that teller’s image is transmitted to the ATM. Barclays has rolled out the video bank-


ing services in the UK for its customers to have a video conversation with their advisors. Emirates NBD became the first bank


in the Gulf to introduce video-enabled interactive tellers. It also has an ID scanner and signature pad, allowing customers to withdraw larger amounts of cash than their standard daily ATM limit. ICICI Bank in India has launched a ser-


V Ramkumar is a Partner at Cedar Management Consulting International LLC. Ram has over 20 years of strategic and technology transformation experience. He can be reached at v.ramkumar@cedar-consulting.com


vice for non-resident Indian customers to reach their customer care representa- tives from anywhere in the world over their smartphone. Bank Audi in Lebanon has launched


the country’s first interactive teller that allows a customer to conduct transactions over a live yet remote teller at an ATM. Odeabank, which is Bank Audi’s sub- sidiary and the first bank to be granted a


© IBS Intelligence 2015


licence in Turkey in the last 15 years, is also preparing its digital offering, including the latest in-branch technology, mobile elec- tronic signatures and interactive video. Another enabler is the tablet, which


allows in-branch staff to come out from behind the counters and interact with cus- tomers, bringing improved service and the chance to cross-market. Those tablets can control the ATMs, so staff can guide cus- tomers through their transactions. Khaleeji Commercial Bank, for example, has recently introduced this in Bahrain, which has been well received by its customers. The adoption and adaptability of these


customer touch-points will eventually evolve across the three stages of presence, interaction and transaction. It is a clear trend that banks are prepared to make heavy investments to have a strong chan- nels framework.


Analytics: making the most out of your data


The data that resides with a bank about its customers, while it has always been rich – be it the demographic details or the spend and saving pattern – the fact of the matter is that these have been acquired, stored and processed across multiple systems in the past. The last decade saw banks vying for the consolidation of such disparate pieces of information through initiatives in the space of data warehousing (DW) or customer relationship management (CRM) systems. And the arrival of cloud and big


www.ibsintelligence.com 39


2 Service / Front office layer CRM


3 Risk / Middle office layer


Enterprise risk management


Scoring & LOS


Corprorate rating system


HSM / PIN management


7 Treasury front office Bank-wide loyalty personalisation


SWIFT RTGS


Cheque clearing Cards


8 Payments / External layer


analysis: application architecture


Middleware layer


Middleware layer


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