Telecommunications

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Telecommunications e-InteractionsThe Virtual
Enterprise
Craig HinkleySVP, Network ServicesGlobal
Technology OperationsBank of America
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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 FCIs
• A core service failure if a customer cannot
  perform a financial transaction (access OLB or
  DotCom, transfer funds, pay bills, etc)
• Degraded FCIs
• A degradation in service cannot perform the
  account details, stale balances, etc

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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.

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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.

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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 Ciscos SONA architecture

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IEEE CQReCommerce the Importance of Telecom
What does this all mean?
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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.