Huawei has showcased its omni-channel banking solution at the Asian CIO forum that was held from 24 to 26 September 2013 in Hong Kong.
During the two-day forum, Huawei also shared views and perspectives on intelligent financial services and omni-channel banking solutions to a number of renowned financial institutions, including Algemene Bank Nederland (ABN), Bank of America, Internationale Nederlanden Groep (ING), and American International Assurance (AIA).
Huawei’s omni-channel banking solution adopts a SMART model that delivers intelligent financial services in the omni-channel era through customer segmentation, modularised capabilities, anticipation of customer needs, rewarding employees, and tailor-made customer touchpoints and experiences.
Based on a thorough analysis of customer requirements, Huawei leverages its modularised service capabilities to deliver intelligent financial services via diverse models using efficient communication tools.
“The financial industry has now entered an omni-channel era, where customers demand more flexibility in personal financial services and want to play a greater role in the selection of banking service channels,” says Ronald Fons, global head of Huawei’s Financial Services Industry Department.
“IT-based cross-channel information sharing and service collaborations are key to addressing these ever changing needs. Financial institutions need to be more customer-centric to retain customers and increase market share.”
Huawei develops comprehensive portfolios of solutions for the financial industry that cover mobile marketing, remote banking, and branches for omni-channel banks.
By integrating channel resources and expertise in ICT, under the umbrella of an omni-channel banking solution, Huawei’s strength in the unified communication domain allows banks to provide one-stop services that feature consistent service experience among different channels, improving service efficiency by at least 80%.
Integration of mobile applications in the financial services industry enables operations of mobile services, such as credit card issuance, car loans, and processing of enterprise loans. With customised security solutions, banks can also manage the security of terminals, networks, mobile applications, and data throughout their lifecycles, offering a highly secure marketing service platform.
“Digital channels alone cannot meet intelligent services requirements. To fully implement the SMART principles, banks need to adopt Big Data technologies to address changing customer needs in financial services. Commercial banks need modularised products, services, organisations, and application systems to continuously enhance SMART capabilities and implement SMART-based development strategies,” Fons adds.
One of the key highlights of implementation of ICT applications in the financial services industry is the virtual teller machine (VTM). This integration of high definition video, desktop collaboration, intelligent identification and a face-to-face service processing model allows users to carry out transactions and enjoy counter services in unattended bank outlets.
This centralised agent service model also helps banks save up to half of their investment costs. The remote banking solution has been adopted in 10 banks around the world and has been highly recognised by national banks such as the Bank of China and local banks, such as Bank of Lanzhou.
Huawei’s ICT solutions for the financial services industry have been widely adopted by over 200 banks worldwide, including Industrial and Commercial Bank of China, Bank of China, and Banco do Nordeste do Brasil.