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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
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.