En un mercado global, es necesario estar preparado para enfrentar constantemente las amenazas locales y para reaccionar inmediatamente ante las necesidades
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1. BT for Financial Services Connecting the financial services
community to a better future
2. Whereas other companies bombarded us with a load of
marketing jargon, BT Global Services brought real people and proven
processes to the table. They were able to convince us with actual
solid examples of their work, especially in mission-critical
environments. Hermawan Thendean General Manager, Strategic
Information Technology Group, PT. Bank Central Asia Tbk 2
3. Transforming your business Financial services providers are
up against some of the most demanding and difficult challenges
facing any business sector. In a global marketplace, you need to
juggle local threats with international opportunities; you need to
be able to react instantly to changing customer demands; you need
to make sense of the mountains of data generated every second; you
need to find new, more efficient ways of working; and you need to
do all of this within one of the most regulated environments out
there. The key to meeting these challenges is technology. That
doesnt mean jumping on the latest consumer bandwagon. It means
assessing your business needs and creating a platform that will
support, enable and enhance the services you provide. Its about
connecting for a better future. For financial services providers,
thats all about connecting every link in your trade cycle,
supporting effective internal and external collaboration, enabling
a seamless customer experience across all channels and doing all of
this securely. At BT Global Services, connections are our business.
We bring people together. To work. To buy and sell. To connect. And
these connections create value. For your people, your partners and
your customers. We support the largest secure networked financial
community in the world. One in three traders worldwide now uses a
BT turret thats more than 68,000 traders in over 800 trading firms
across over 60 countries and the networks of many leading retail
financial institutions are outsourced to us. Of course, the world
wont stand still and what we offer is constantly evolving to meet
the demands of the market. Thats why were still at the forefront of
innovation in the financial services sector and have been for more
than 30 years. Tom Regent President Global Banking and Financial
Markets BT Global Services 3
4. Meeting the challenges of an unbalanced global economy...
The financial services world is constantly evolving. Regulatory
changes, new technologies and mergers and acquisitions mean that
the landscape of the industry is always shifting and reshaping.
Right now, organisations are wrestling with a number of apparently
conflicting forces: 1 Operational effectiveness and improved
efficiency In the most developed and sophisticated consumer
markets, getting the right balance between innovation and
cost-cutting is crucial. With the increase in capital adequacy
requirements to meet new regulations, many providers are looking to
save money by driving operational efficiencies, such as
streamlining infrastructures, as well as adopting flexible sourcing
strategies. IT has historically been the area where savings are
identified by the business but these savings cant impact the
improvements in service that customers expect. Five of the worlds
largest banks are publically targeting a total of over $10bn of
sustainable cost savings 2 Risk, compliance and security Maybe the
greatest challenge is that of operational risk and the need to
comply with a raft of new regulations. The 2,000-page US Dodd Frank
act, for example, is driving requirements for technologies such as
voice recording while IDC research showed that 60% of banks state
Op Risk as the most important tech area for IT investment. Then
there are ongoing security questions: Are your systems secure? Do
you have the right degree of resilience? Can you fend off the
latest Dynamic Denial of Service (DDoS) attack? UK Payment
Protection Insurance (PPI) refunds and fines have now surpassed
14bn Mobility By 2015, over 80% of handsets in mature markets will
be smartphones (Forbes 2013) and mobile devices are set to overtake
PCs as the most common web access tools. This is influencing
everything from customer interaction to payments. Big Data BNY
Mellon anticipates that Big Data will have a transformational
impact on the 21st Century Global Financial System. This is a
paradigm shift in data management performance, offering new
insights and all-inclusive data processing. E-commerce Changing
channels for client and customer always on interactions are
influencing financial markets STP aspirations, pushing the
unification of voice and data and the adoption of social
technologies and media. ...and new technology trends 4
5. Security With enterprises, business platforms and
interaction increasingly electronic, distributed and fragmented and
threats becoming both more sophisticated and frequent dealing with
cyber security is a more complex and critical imperative. Cloud
Gartner predicts that the worldwide market for cloud computing has
reached a tipping point. Virtualisation now extends to technology
and business functions and software and service oriented
cloud-based solutions are becoming familiar, industry compliant and
accepted. 3 The rising power of individuals Customers have never
had such a choice in the way that they can interact with financial
services providers. But striking a balance between ever-increasing
consumer expectations and the operational capabilities needed to
meet them is tricky. New channels continue to emerge while others
gain in prominence, making customer acquisition and retention
strategies more complex. Its calculated that, in 2015 90% of
worldwide customers will be using online banking. But despite
branch numbers declining, 63% of customers still go to branches for
complicated issues. Its clear, however, that customers expect a
fast response and expertise at the point of interaction. And it has
never been easier to switch provider! Just 50% of customers are
confident that they will remain with their primary bank over the
next six months 4 Instant globalisation The world is changing,
right in front of our eyes. And that change is reshaping where,
when and how we create value. Financial services providers face
different challenges in different parts of the world: in Western
Europe the name of the game is cost saving while competing for
share of wallet; in fast-growing economies its about access to
expanding financial markets. At the same time you need to ensure
youre not neglecting home markets in the face of new competitors,
potentially outside of the traditional landscape. More than 25% of
transactions handled by PayPal involve cross-border purchases
(source: modern spice routes July 2013) So how do you meet these
challenges and keep on top of an ever-changing landscape? 5
6. Technology: creating an agile enterprise... For too long,
technology has been a limiting factor rather than the business
enabler that it should be. Weve entered an age where applications,
systems, mobile or office-based devices and the networks on which
they operate are converging. Interconnecting your organisation Most
financial institutions rely on many different IT systems and
networks operating in individual silos. Structures like this create
divisions and impede your ability to share data and functionality
and to benefit from the overall economies of scale that your
organisation can generate. For example, data may have to be backed
up at a local level, requiring costly investment in multiple
business continuity plans at each geographical location. Users who
increasingly work remotely may not be able to access the
applications or data they need to do their job. However, in an
agile organisation, IT processes, applications and hardware
interconnect seamlessly, allowing your business operations to be
more effective and secure no matter where they are located. A
single, unified IP infrastructure will help your organisation
become agile in order to run data, applications and devices
seamlessly across many different geographical locations, from
contact centres and trading turrets in the front office and
wireless devices for personnel outside the office, through to PCs
in the back office and branch. Connecting with the market But the
need for agility doesnt stop there. Financial institutions need to
have access to a broad range of information and services (such as
financial market data, order management, execution, payment
processing, clearing and settlement), and BT provides a
cost-effective and time-sensitive alternative to building
point-to-point private networks. Connecting to the BT Radianz Cloud
community enables you and your trading partners and clients to send
and receive order flow, payments, post-trade messages and
information, helping you to benefit quickly from easier access to
new pools of liquidity, to new geographies and customers and to new
information sources. It also enables you to gain greater
transactional efficiencies to support your STP requirements. As a
platform for implementing industry standards, such as ISO 20022 and
the FIX Protocol, BT Radianz Cloud provides you with the means to
collaborate quickly and cost-efficiently with your trading
counterparts and your clients. With one secure connection to the BT
Radianz Cloud you can have rapid access to thousands of our
customer locations around the world, including banks, brokers,
investment managers, exchanges and MTFs, market data vendors,
clearing houses, payment processors and securities depositories.
Branching out to customers Analysts agree that retail banking will
change dramatically over the next five to ten years with many
predicting the closure of branches in the face of mobile banking.
Traditional retail banks now face the challenge of changing their
retail model and demonstrating the value of a physical branch where
customers can meet informed advisors. Of course, the branch is just
one part of what should be seen as a multichannel customer offering
blending seamlessly with mobile, online, social media and contact
centres. The key here is innovation. The right technology (such as
in- branch wi-fi, networked experts and personalised video) can
help retail branches become more customer-focused and agile while
reducing operational costs and integrating the various channels to
create a seamless experience for customers. Tackling the challenge
of changing expectations 62% of retail banking customers go to
their branch to solve a complicated issue 50% say they wait too
long in the branch to see an advisor 33% say the staff either do
not have the power or knowledge to resolve problems immediately 43%
say negative feedback on social media would make them move bank or
avoid a bank 69% agree that a good experience with branch or
contact centre staff improves loyalty 34% want more knowledgeable
staff and 36% want a friendly welcome when they walk into a branch
(when comparing banks to retailers). Firms that have a complete
view of their business and their IT organisation combined can get
ahead by improving operational efficiency, customer service and
competitiveness. 6
7. ...to make your people more productive, your customers
happier and your organisation more efficient Once the right IT and
networking infrastructure is in place, we can help focus on some of
your key business challenges and address your technology questions:
Transparency and compliance How confident are you that your
business has a complete picture of the operational risks it faces?
As regulators impose more stringent requirements, you now need to
have greater transparency of markets and institutions and a
complete enterprise-wide view of your risks. Business continuity
and security Do your business continuity plans across your domestic
and international operations truly prevent significant downtime in
an emergency? If workers were denied access to one of your main
operational centres what impact would it have on your business? At
a time when security threats have never been greater, you need to
be able to comply with regulatory requirements and react quickly to
problems. Trading effectiveness Are your trading floors around the
world seamlessly linked to share critical multimedia information at
the right place and time? You need to have low-latency access to
all execution venues and be able to access calls and market
information on the move from any device. Customer loyalty and
acquisition Are you serving and managing your institutional,
corporate and retail clients to a consistent level across all
channels? Can you rapidly deploy your operations as your business
expands? Generating sufficient sales to justify the cost base of
your branch estate means making things easier for customers. So you
need to seamlessly integrate things like video into your channel
mix and ensure you can reach new clients fast. Operational
efficiency and excellence Are you maximising cost-efficiency across
your IT organisation? Make sure youre not investing in approaches
that duplicate your development work and costs across your
business. Your firms capital should be being used to bring in
leading-edge solutions that create business advantage rather than
support old-technology systems. The hubs beginning in London and
Chicago plus the connectivity alliances we are building with other
exchanges and partners will deliver unparalleled access into Asia
for international investors. We are delighted that BT will play an
integral part in our connectivity initiative. Muthukrishnan
Ramaswami President, Singapore Exchange 7
8. BT for Financial Services Ovum sees BT Radianz as the market
leader in financial extranets and, despite the entry of newer
players such as Verizon, Orange, and IPC in recent years, it
continues to maintain its position. Rik Turner, Senior Analyst,
Ovum, May 2012 HQ Trading Branches floor Financial services
enterprise Financial markets Banking & insurance Call centres
Back office Clearing houses Card processors Brokers Application
& service providers Exchanges Regulator Asset managers Retail
clients Hedge funds Central banks Corporate clients Application
& service providers Insurers 68,000+ trader turrets
Sub-millisecond low-latency trading Many thousands of BT Radianz
Cloud community members 400+ providers of application services in
the BT Radianz Cloud community 198 countries and territories 20
million+ card payments daily 350bn of securities transactions
settled every day 65,000 contact centre agents 8
9. A proven service model Everything we do is geared towards
achieving the right results for our clients, in terms of reducing
cost, mitigating risk and being more agile. We have a team of
talented people and a wide range of products to help us do this,
but its our service model that really makes the difference. Our
standard ITIL v3 based service model for clients in the banking
sector is continually evolving and has been deployed on our largest
contracts over a period of years. We understand that one size does
not fit all and that requirements differ. For example, online
banking platforms and trade floors will require the very highest
level of service availability. The model is therefore configured to
meet specific customer requirements in a controlled manner so they
benefit from our investment, governance and knowledge sharing
across multiple contracts. Continuous improvement and innovation
Todays great is tomorrows OK. Thats why were committed to improving
service levels and reducing costs over the life of a contract. For
example, on one of our major retail banking outsourcing contracts
we reduced business working hours lost due to network incidents by
65% over a period of three years. On another global investment
banking outsourcing contract we reduced the number of high severity
incidents by 70% over four years measured from the point of
transition to BT. Our senior architecture and engineering experts
follow service strategy, demand management and innovation processes
to drive forward the capability, capacity and performance of the
network aligned to your business needs. BT delivers service quality
and commercial competitiveness through transformation 24/7 single
global service model with one point of contact 5.2% reduction in
customer faults through right first time initiative 6,000 service
people, with 1,400 ITIL accredited 99.998% guaranteed network
availability 9
10. The BT portfolio: designed to meet the challenges you face
Our portfolio includes smart networks, contact management
solutions, unified communications, robust security products,
powerful data centres and cloud services, all supported by
consulting expertise. And we bring all of this together, creating
and managing the communications ecosystems that unite people,
partners and customers. We make sure you have the right
connections. Wherever you are... From basic voice connectivity and
cloud voice solutions to unified communications and complex global
data networks, we can help. Our networked IT services are founded
on the largest private IP network in the world and our BT IP
Connect Global service is available in over 198 countries across
five continents. Enabling you to cut IT complexity, reduce costs
and take advantage of new technology IT and communication networks
often evolve independently. All too frequently they grow through
piecemeal application deployments, mergers and acquisitions and
planned upgrades. For many organisations, this is a recipe for
complexity and inefficiency. BT Compute offers you a range of data
centre and expert services that will help your organisation succeed
in a changing world. We focus on service based solutions rather
than simply providing technology thats looking for a problem to
solve and our hybrid cloud services blend intelligent network and
compute resources giving you the IT infrastructure you need to
adapt, quickly and cost effectively. For example, BT Cloud Compute
provides virtualised components that can be accessed over a
pre-provisioned infrastructure. Virtual server, storage, security
and networking capabilities are all available, automated and
orchestrated through an online portal and supported by a single
service desk. Providing a platform for genuine collaboration
empowering people to work more effectively To grow your business,
please customers and satisfy shareholders, your employees need to
find information quicker and reach decision-makers faster by
understanding where they are at any given time and how best to
contact them. BT One can unify voice, video and messaging to help
boost productivity gains and help dispersed team members
collaborate more effectively as a group, using shared resources
that include information and core business tools. And provide the
service that customers armed with new technology now demand Contact
centres remain a key element of the multi-channel service mix. No
longer constrained to standalone locations, they are now staffed by
agents that can now be in multiple locations with the contact
centre virtualised. BT Contact brings a number of benefits: new
agents can be drafted in at a moments notice to manage call flows
into various venues, for example into the branch, and bank tellers
can answer calls during quiet periods. And as customers
increasingly select self-service options for simple tasks like
balance enquiries, we have a range of self-service solutions like
BT Auto Contact. 10
11. All in a secure, reliable and compliant environment In a
world of complex systems and networks, security management has to
be straightforward if it is to be cost- effective. It is this
principle that underpins our approach to delivering security
solutions to our customers. Weve developed a set of focused BT
Assure propositions to help you address security in the critical
areas of your business: secure networking, secure messaging,
business continuity, risk and compliance management and identity
and fraud management. An example of our wide-ranging capability is
BT Assure Threat Monitoring which monitors 550 networks in 38
countries and sees data from over 150 countries. With specialist
solutions to support the needs of the global finance community BT
Radianz services: Through our award-winning BT Radianz Cloud we
connect financial institutions together as one global community the
largest secure networked financial community in the world providing
a neutral platform that delivers access to hundreds of pre-trade,
trade, post-trade and banking applications from leading service and
content providers across your straight-through processing (STP)
chain. The BT Radianz Cloud interlinks thousands of financial
customer locations around the world, bringing together banks,
brokers, investment managers, exchanges, ECNs and MTFs, clearing
houses, securities depositories, payment processors, corporate
treasurers and market data vendors each linked into the community
through one single, secure and fully-managed connection. BT Radianz
services include low-latency and ultra-low- latency managed network
solutions as well as Radianz Messaging for secure, reliable,
tamper-proof and non- repudiable message exchange. BT Unified
Trading: More than 68,000 traders in over 1,400 trading rooms
across 60 countries rely on BTs sophisticated voice applications
and integration technologies. Our services range from a
market-leading multimedia trading device BT Netrix to applications
such as the BT Unified Trading collaboration server which can link
trading floors across the world as one virtual trading
organisation. Put simply, BT gives financial organisations the
tools to communicate effectively under even the busiest market
conditions. And a team of experts on hand to help create the most
appropriate solution for your business Consult, design, build and
run its what BT Advise is all about. Our professional services
teams have proven themselves over many years, guiding major
customers through extremely complex and delicate technology
solutions worth billions of pounds. BT Advise brings together all
these assets and skills into one team, uniting them around
market-leading knowledge management tools and certified processes
you already trust. Using our strong partnerships we create and
manage comprehensive solutions, including applications, equipment
and the very best offerings from other third-party suppliers to
meet your needs. BT Radianz Cloud can reduce your organisations
total cost of communications by 50% year on year. 11
12. Based on BT Connect our innovative portfolio of networking
solutions were managing connectivity for Visa Europes card
authorisation, clearing and settlement services. The enhanced
network links more than 350 member sites in 37 different countries
across Europe and provides remote working, mobile, messaging and
video conferencing tools, to help staff collaborate more
effectively. BTs network is a cornerstone of the payment giants
debit and credit card platform, which handled more than 14.3
billion transactions totalling 1 trillion in the year up until June
2012. Helping Visa Europe process 2 million of payments every
minute Delivering improved business outcomes and improving ROI for
clients through excellence in innovation and service The real value
we bring is that we take a much more active role in helping clients
innovate for growth. Its never a question of installing a bit of
kit and leaving you to it. Well work with you to understand your
business needs, analyse your current set-up and map out a plan for
the future that will ensure you get the most out of the existing
technology investments youve made. Well blend new and legacy
technology and ensure you get a fully integrated solution. Snapshot
the technology supports services across 37 European markets in
Europe there are over 470 million Visa debit, credit, pre-paid and
commercial cards more than one in every three pounds of UK consumer
spending and more than one in every seven Euros of European
consumer spending is with a Visa card in the area almost 80% of
that is on Visa debit cards. On top of the BT Connect network, well
be providing Visa Europe with a range of corporate, consumer and
Visa member services, including: IP telephony and unified
communications tools a range of audio, video and web conferencing
to help cut costs, improve communications and boost productivity
managed mobile support and remote access to Visa Europes corporate
network (via broadband and 3G) enabling flexible working for
employees innovation scouting services whereby Visa Europe will
benefit from BTs research investments into the future of payments.
managed messaging services for customers of Visa Europe, providing
alerts and notifications of transactions. 12
13. Transforming Standard Life into a leaner, more responsive
business with substantially lower costs With a creaking voice and
data network based on disparate legacy technology some of which was
approaching obsolescence and no longer fully supported Standard
Life opted for an outsourcing agreement with BT Global Services.
The agreement means we provide the fast and reliable infrastructure
needed for a group-wide business transformation, while freeing the
internal IT team to concentrate on customer service rather than
dealing with mundane network matters. A total of 17 different
network services were transitioned to BT in just seven months. Now
a new infrastructure based on BT IP Connect global offers Standard
Life a flexible wide area network (WAN) with virtually unlimited
scope for future upgrades and developments. That single worldwide
WAN carries both data and voice traffic to over 9,000 users,
including 2,500 contact centre agents. The partnership makes
Standard Life a leaner and more agile organisation, able to respond
quickly and effectively to new market opportunities and competitive
threats. Our solution has also reduced voice and data costs by over
25% compared with the previous network supplier. But the project is
about far more than just cost savings and network performance. With
BT as its global network services partner, Standard Life can focus
on its core business, confident that its IT infrastructure is in
safe hands and able to support current and future plans, whatever
they might be. Already, the group has taken advantage of the new
technology to improve customer satisfaction one of its key business
priorities with innovations such as smartphone apps and social
networking. In addition, Standard Life has migrated much of its
inbound telephony to session initiation protocol (SIP) for lower
cost and a more unified communications platform. Over a five-year
period our agreement with BT will save us nearly 15 million, but
more importantly we have a new modern and scalable network that is
making us more secure and agile and changing the way that we work.
From that we are able to provide an even better service for our
customers. Paul Chong, Group IT Director, Standard Life 13
14. BT: firmly focused on the financial services sector BT
Global Services is a world leader in managed networked IT,
providing services to thousands of corporate and public sector
customers with operations across the globe. We have 2,000 business,
technology, service and support professionals around the world
dedicated purely to financial services clients. And with different
teams dedicated to serving specific sub-sectors, including retail
banking, wholesale banking, financial markets and payments, we can
offer even greater industry focus and specialisation. Combined with
a global team of over 20,000, were confident that we can help you
adapt your IT infrastructure so that you can focus more on the
needs of your business. Over the last 30 years weve built a
reputation for creating solutions that help financial firms to
increase revenues, reduce costs and improve the service they offer
customers. Thats because the products and services we provide are
tailored specifically to the unique requirements of our customers.
We have an existing user community of thousands of financial
institutions around the world that already use our award-winning
network services as well as our specialised services for the
financial sector. These sector-specific services include
low-latency access to financial markets; secure messaging for
clearing, settlement and payments; a voice-trading systems
portfolio used by tens of thousands of dealers internationally; and
a broad range of network-based services that are designed to
increase the efficiency of operations from the head office and the
trading room down to the retail branch and cash machines. BTs
expertise in the financial services market is helping us to create
a next generation data centre for cash, derivatives and clearing
which will increase liquidity and trading in Hong Kongs markets and
generate new revenue streams for the exchange. This gives us access
to a new and more diverse customer base with the likely addition of
buy-side firms, banks and brokers, market data vendors and
providers of post-trade services. Ryan Wuebbels Head of
Relationship Management, HKEx 14
15. Why BT? Whatever our customers need, wherever they need it,
theres a good chance were already there, with a unique breadth of
scope, reach and capability: over 90 of the worlds top 100 banks
are a customer of BT we maintain the worlds largest secure
networked financial community our network covers 198 countries and
territories 20 million+ card payments are processed by our systems
daily 350bn of securities transactions are settled via our systems
every day 68,000 users depend on our trading-floor turrets we have
contact centre solutions supporting over 65,000 agents. We also
underpin a community cloud environment delivering BT Radianz
services to enable thousands of member locations in over 60
countries to access services from over 400 application and content
providers. BT makes the connections that make people more
productive, customers happier and organisations more efficient.
Ultimately, we connect the world for a better future. The wi-fi
project has been a huge success. We set a really tough challenge
and BT Wi-fi, as our partner, stepped up and delivered against it.
Peter Josse, Co-head of Infrastructure, Barclays 15
16. Offices worldwide The telecommunications services described
in this publication are subject to availability and may be modified
from time to time. Services and equipment are provided subject to
British Telecommunications plcs respective standard conditions of
contract. Nothing in this publication forms any part of any
contract. British Telecommunications plc 2014 Registered office: 81
Newgate Street, London EC1A 7AJ Registered in England No: 1800000
Designed by Westhill.co.uk Printed in England PHME 69724 To find
out more about how BT for Financial Services can transform your
business visit www.bt.com/financialservices