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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

Telecommunications & e-InteractionsThe Virtual Enterprise

Craig HinkleySVP, Network ServicesGlobal Technology & OperationsBank of America

Volumes measuring impact
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

Telecommunications e interactions
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.

Core transaction engine infrastructure
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.

Virtual infrastructure presence
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

Ieee cqr ecommerce the importance of telecom

IEEE CQReCommerce & the Importance of Telecom

What does this all mean?

What does this all mean
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.