achieving superior customer experience and satisfaction syed rizwan munawar senior regional manager...
Post on 11-Jan-2016
213 Views
Preview:
TRANSCRIPT
<Insert Picture Here><Insert Picture Here>
Achieving Superior Customer Experience and Satisfaction
Syed Rizwan MunawarSenior Regional Manager – ASEANTechnology Solutions Consulting
Today’s Customer is Different
Today’s Under-20 CustomerToday’s Under-20 CustomerConventional Banking CustomerConventional Banking Customer
Welcome,
Thank you for giving us
the opportunity to
present our case to you
today. We hope that you
will find the session
useful. Please do let us
know your feedback and
guide us in this
engagement going
forward
Welcome,
Thank you for giving us
the opportunity to
present our case to you
today. We hope that you
will find the session
useful. Please do let us
know your feedback and
guide us in this
engagement going
forward
wlcm,
thk U 4 givN us d
opRtunET 2 presnt our
case 2 U 2day. We hOp
dat U wiL find d sessN
useful. pls do lt us knO
yor fEdbak & guide us n
DIS NgAGmnt goin 4ward
wlcm,
thk U 4 givN us d
opRtunET 2 presnt our
case 2 U 2day. We hOp
dat U wiL find d sessN
useful. pls do lt us knO
yor fEdbak & guide us n
DIS NgAGmnt goin 4ward
Source: www.transl8it.com
© 2008 Oracle Corporation – Proprietary and Confidential
Customers are Spending More Time in a Virtual Environment
Internet UsageInternet Usage
Mobile Usage PenetrationMobile Usage Penetration
100 %
50 %
Views of M-Banking Among Users, non-users with mobile phones, non-users without mobile phones
Views of M-Banking Among Users, non-users with mobile phones, non-users without mobile phones
© 2008 Oracle Corporation – Proprietary and Confidential
Profile of the New Customer
© 2008 Oracle Corporation – Proprietary and Confidential
Evolving Banking Scenario
© 2008 Oracle Corporation – Proprietary and Confidential
Rea
chR
each
TechnologyTechnology
• Process standardization
• Multi channel integration
• Strong back-office system
• Integrated customer service capability
Brick & MortarBrick & Mortar
Click & MortarClick & Mortar
Virtual BankVirtual Bank
What is Next???
© 2008 Oracle Corporation – Proprietary and Confidential
Mobile / Internet Banking
Core Banking
Lending
Treasury
Trade Finance
Corporate Banking
Payments
Other Systems
PDA
Mobile
Internet
Phone bank
Integration Layer
Customer channels Bank back office systems
Emergence of Internet Banking posing New Business Challenges on Banks
© 2008 Oracle Corporation – Proprietary and Confidential
• Changing customer buying behaviour
• Increasing expectations
• Customers no longer brand conscious – lack of ‘brand stickiness’
• Decreasing customer loyalty
• Lower switching cost
• Increasing competition from non-traditional players
• Competition across boundaries
• Reducing cycle time
• Lower entry barriers
• Customers demanding for differentiated services and products
• Increasing cost of operations
• Inefficient and limited degrees of flexibility
• Reducing margins
• Unstructured processes
• Increasing cost of managing fragmented systems
• Increasing financial crimes
• Changing regulations
• Information security risk
• Phishing
• Increasing risk of transaction errors
Enabling Technology Platform
Addressing Virtual Banking Demands
• Access to new customer segments with reduced operational and overhead expense
• Launch additional delivery channels & service platforms
• Comply to local regulations in multiple regions
• Seamlessly integrate with legacy systems
• Improved privacy and transaction security
• Customer service representative model
© 2008 Oracle Corporation – Proprietary and Confidential
Mobile
Banking
Channel
Integration
Internet
Banking
Application
Integration
Electronic
Payments
Virtual Banking
Oracle Solution OverviewKey Components
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Solution OverviewOracle Adaptive Access Manager
© 2008 Oracle Corporation – Proprietary and Confidential
12
The State of Online SecurityThreats, Friendly Fire, and Helpful Legislation
Consumer Threats
Phishing, Pharming
Man in the Middle Attacks
Trojans, Malware
Internal Threats
Phishing, Pharming
Privileged User Access
Regulatory Compliance
FFIEC
PCI
HIPAA
Why is context aware security important?
Traditional Access Control
• Roles & Entitlements• User ID• Password• Hardware Tokens• Etc.
Fraud Problems
• Misuse• Stolen Credentials• Session Hijacking
1. “Simplify and Strengthen” User and Device Authentication• Lower Help Desk costs by simplifying end user authentication experience• Strengthen the process with Device, Behavior and Location Fingerprinting
2. “Prevent and Detect” Fraud against your online systems• Hundreds of Out-of-the-Box Anti-Fraud scenarios provide immediate return• Ease-to-Understand Admin interface allows for Real-Time adjustments • Quickly bolt-on to existing Web Access Management to strengthen security
3. “Record, Analyze and Report” online activity for audit/forensic purposes• Review and drill-down into session and transaction details based on the
User, the Application, IP Address, Location, Alert-Type, etc• Leverage the powerful Adaptive Reporting and BI Engine with over 50 Out-of-
the-Box reports and the ability to create Ad-Hoc queries
Real-Time Prevention of Identity Theft and Online Fraud
© 2008 Oracle Corporation – Proprietary and Confidential
“Real-Time” Identity Theft + Fraud Prevention System
Users
Merchants
Admins
What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge
Questions)Questions)
Adaptive Access
Manager
User
Location Device
Inte
rnal
Ap
plic
atio
ns
Inte
rnal
Ap
plic
atio
ns
© 2008 Oracle Corporation – Proprietary and Confidential
‘Adaptive’ Strong Authenticator OptionsVirtual Authentication Devices
TextPad
PinPad
KeyPadQuestionPad
© 2008 Oracle Corporation – Proprietary and Confidential
Adaptive Virtual Authenticator Security - “Jitter”
Watch the number one key
Each time the KeyPad is used the keys are in a random location. This creates a random data
send every time.
Session A Session B
© 2008 Oracle Corporation – Proprietary and Confidential
One-Time-Password (OTP)
Email and SMS Out-of-the-Box…Phone/IVR and Tokens through Partners
© 2008 Oracle Corporation – Proprietary and Confidential
“Real-Time” Identity Theft + Fraud Prevention System
What A User What A User HasHas (Device Fingerprinting)(Device Fingerprinting)
What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge
Questions)Questions)
Adaptive Access
Manager
User
Location DeviceUsers
Merchants
Admins
Inte
rnal
Ap
plic
atio
ns
Inte
rnal
Ap
plic
atio
ns
© 2008 Oracle Corporation – Proprietary and Confidential
What Is Being Captured – Under the Covers? Used for Risk Scoring and Forensics
© 2008 Oracle Corporation – Proprietary and Confidential
“Real-Time” Identity Theft + Fraud Prevention System
What a User What a User DoesDoes (Behavior Pattern + Profiling)(Behavior Pattern + Profiling)
What A User What A User HasHas (Device Fingerprinting)(Device Fingerprinting)
What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge
Questions)Questions)
Adaptive Access
Manager
User
Location DeviceUsers
Merchants
Admins
Inte
rnal
Ap
plic
atio
ns
Inte
rnal
Ap
plic
atio
ns
© 2008 Oracle Corporation – Proprietary and Confidential
Auto-Learning Patterns and Behavior
Login Times
User Groups
Devices
Cities
States
Countries
Login Times
User Groups
Devices
Cities
States
Countries
PatternsPatternsConfigurable Actions
+/- User group
+/- IP group
+/- City group
+/- State group
+/- Country group
+/- Device group
+/- User group
+/- IP group
+/- City group
+/- State group
+/- Country group
+/- Device group
Devices
Cities
States
Countries
Devices
Cities
States
Countries
User ProfileUser
Profile Is/not member
% membership:
User vs himself
User vs others
Is/not member
% membership:
User vs himself
User vs others
RulesRules
Dynamically evaluate & profile activity
© 2008 Oracle Corporation – Proprietary and Confidential
“Real-Time” Identity Theft + Fraud Prevention System
Where a User Where a User IsIs (Geo-Location)(Geo-Location)
What a User What a User DoesDoes (Behavior Pattern + Profiling)(Behavior Pattern + Profiling)
What A User What A User HasHas (Device Fingerprinting)(Device Fingerprinting)
What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge
Questions)Questions)
Adaptive Access
Manager
User
Location DeviceUsers
Merchants
Admins
Inte
rnal
Ap
plic
atio
ns
Inte
rnal
Ap
plic
atio
ns
© 2008 Oracle Corporation – Proprietary and Confidential
Geo-Location Fingerprinting
• The locations fingerprint is also stored in the
database and used by the policy engine to identify anomalies in user login
patterns.
• The policy engine also validates whether the
location is blacklisted and if the user is permitted to login from the location.
© 2008 Oracle Corporation – Proprietary and Confidential
“Real-Time” Fraud Prevention with Single Sign On
Ora
cle
A
ccess
Man
ag
er
(Op
tion
al)
Where a User Where a User IsIs (Geo-Location with Quova)(Geo-Location with Quova)
What a User What a User DoesDoes (Behavior Pattern + Profiling)(Behavior Pattern + Profiling)
What A User What A User HasHas (Device Fingerprinting)(Device Fingerprinting)
What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge
Questions)Questions)
Adaptive Access
Manager
User
Location Device
Prevents: Phishing, Pharming, Trojans, Key logging, Proxy Attacks, Insider threats
Users
Merchants
Admins
Inte
rnal
Ap
plic
atio
ns
Inte
rnal
Ap
plic
atio
ns
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Solution OverviewOracle Real User Experience Insight
© 2008 Oracle Corporation – Proprietary and Confidential
IT Realities in Banking Today
• Higher Quality of Service Remediate problems before they become
emergencies Monitoring it shortens resolution times Higher customer satisfaction and increase Top
line revenue
• Greater alignment between IT and Business Map operational decisions to business priorities Deliver services more efficiently and increase
employee productivity Gain details of exact user errors to eliminate
negative experience
• Enable proactive management Problem resolution to reduce call center costs Improved Service Levels Root-cause analysis - performance and
availability
Customer
Website Tele Service
View of Customer?
Customer
Website
(CustomizedPackaged App)
Core-Banking
OnlineService ?
Orders DB
© 2008 Oracle Corporation – Proprietary and Confidential
What you do not want happening…
© 2008 Oracle Corporation – Proprietary and Confidential
E2E Application and Service Performance
87%
73%
49%
28%
Consistent end-to-end application and service performance guarantees
Unplanned infrastructure changes resulting in incidents and downtime
Unanticipated infrastructure effects from consolidation & new application projects
Mis-configuration of network objects
Source: Forrester Research, Top Five Challenges For Enterprise IT Infrastructure Managers — And How To Resolve Them, Thomas Mendel, March 2005
“Real life experience shows: 74% of problem alerts come from end users complaining to the service desk about performance problems, not from monitoring infrastructure components!”
Jean-Pierre GarbaniForrester Research 2007
Business is demanding IT move from monitoring Systems to monitoring
Services
© 2008 Oracle Corporation – Proprietary and Confidential
Moving Beyond Silo-Infrastructure SLAs
© 2008 Oracle Corporation – Proprietary and Confidential
Key highlights:- Monitors actual real-user transactions- Replay of poor performance shows
exactly what users did and the errors they saw
- Executive dashboards
- Extensive KPI and SLA monitoring
- Quick bottle-neck analyses
- Transaction performance analyses
- Customized reporting & Full data integration via XML
KPI Monitoring
Transaction Performance Executive dashboard
Introducing Real User Experience InsightOptimizing end-user experience through real end-user monitoring
Data ExportBusiness Reporting
© 2008 Oracle Corporation – Proprietary and Confidential
Key Beneficiaries and Value Propositions
Line of Business(LOB) Executive
Apps Manager /Apps Support IT Operations
Optimize Application And User Experience
Proactive Monitoring And
Diagnostics
Improve Business
Performance
© 2008 Oracle Corporation – Proprietary and Confidential
Real User Experience Insight For:Line of Business Executives
Business Transaction FunnelSatisfaction Reports
Usage Reports: • Data Browser• Sales by
Country/State• Capacity Planning
© 2008 Oracle Corporation – Proprietary and Confidential
Demographics and Usage Profiles
© 2008 Oracle Corporation – Proprietary and Confidential
Real User Experience Insight For:Application Owners and Application Support
Business Service Monitoring (e.g. Order Entry, Buy Stock)
User SessionTracking,
Dashboards& SLM
Page Replay
© 2008 Oracle Corporation – Proprietary and Confidential
Real User Experience Insight For:IT Operations
KPI configuration, monitoring, & alerting
Error reports & analysis
Data Export
Server, network, & object
performance diagnostics
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Solution OverviewOracle Audit Vault
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit VaultCompliance and Regulatory Reporting
Microsoft
SQL
Server *10g
Release 1
Other third
Party sources *
9i
Release 2
EBusiness
Suite *
Application
Server *
Siebel *PeopleSoft *
IBM
DB2 * 10g
Release 2
Protect, Consolidate, Detect, Monitor, Manage, Alert & Report
Audit
Archival
Mgmt
Proactive
Detection
and Alerts
Audit
Reports
Audit
Dashboard
Audit
Admin
Audit
Collection
Audit
Policy
Mgmt
Data
Mining &
Analysis
Custom
Reports
* Collectors can be developed using the Audit Vault SDK
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit VaultOut-of-the-box Audit Assessments & Custom Reports
• Out-of-the-box reports• Privileged user activity• Access to sensitive data• Role grants, DDL activity
• Custom reports• Published warehouse schema • Use Oracle or 3rd party tools
• User-defined reports• What privileged users did
on the financial database?
• What user ‘A’ did across multiple databases?
• Who accessed sensitive data?
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit VaultEarly Detection With Alerting
• Real time alerting • Evaluated takes place on incoming
audit data
• Highly granular• Directly viewing sensitive columns• Role grants on
sensitive systems• “DBA” grants on
all systems
• Alert specific reports• Easily view alerts through reporting
interface
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit VaultScalable, Flexible & Secure
• Performance and Scalability• Scale to Terabytes with
partitioning• Data warehouse enables
business intelligence and analysis
• Security • Separation of duty• Privileged users can't modify
audit data• Data protected in transit from
source to Audit Vault
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit VaultPolicy Based Audit Management
• Audit Vault Policies• Collection of audit settings
for databases• Provision database audit
settings centrally for compliance policies
• Compare against existing audit settings on source
• Demonstrate compliance with internal mandates
Audit Vault Administrator
Financial Database
Internet Banking
Core-Banking
SoX Audit Settings
Privilege User Audit Settings
Privacy Audit Settings
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Audit Vault Protect Your Enterprise With Auditing
Oracle Database 10g Release 2
Oracle Database 10g Release 1
Oracle Database 9i Release 2 Other Sources,
Databases
Monitor EnforceReport Secure
Oracle Database 11g
Collect and Consolidate Audit Data
Simplify Compliance Reporting
Detect and Prevent Insider Threats
Scale and Security
Lower IT Costs With Audit Policies
© 2008 Oracle Corporation – Proprietary and Confidential
Oracle Solution Overview
Enterprise Risk/Security & Experience Monitoring System
Key Differentiators
© 2008 Oracle Corporation – Proprietary and Confidential
© 2008 Oracle Corporation – Proprietary and Confidential
top related