Multi-Channel Integration
Updated: April 27, 2004
Financial institutions interact with customers through multiple delivery channels, such as tellers, call centers, ATMs, and the Internet. Today, these channels are typically silo applications with limited collaboration, user interface, application, and data integration. This disconnect can result in inconsistent customer service, information provision, transaction capabilities, and a varying total customer experience (TCE). Financial institutions need services and a standards-based framework to create an infrastructure that addresses the requirements of a comprehensive, multi-channel integration.
HP, Microsoft and a group of independent software vendors (ISVs) are collaborating on a multi-channel integration approach to define such a framework. This framework allows customers a choice of investment, and the flexibility to capitalize on consistent functionality from multiple partners in order to develop a reference architecture, infrastructure and toolkit for true channel integration. The solution will:
| • | Support channel applications the customer uses today. |
| • | Allow the customer to select from multiple industry standards. |
| • | Support and pre-certifies the industry-leading ISV applications. |
| • | Reduce time-to-solution and risk by pre-integrating components. |
The multi-channel retail banking framework focuses on providing simplicity and standardization for integrating multiple channel applications into a single source of information related to customer activities.
Highlights
