1. Converged & Secured Networks for Business Transformation & Competitive Advantage Pradeep Kalra Head – IT Infrastructure. Yes Bank

2. Agenda Traditional Banking Environment Business Challenges today Changing Banking Eco-System Convergence for Business Transformation

3. Traditional Banking Environment Multiple and dedicated Customer Touch Points Customer Service spread across Bank Product offerings not suited to individual needs Product centric business model

4. Customer expectations are going through rapid change Existing business model does not offer the best platform for cross-selling Need to accelerate ‘Time to Market’ for innovative products and Services Improve Customer Satisfaction and Optimize operational costs Business Challenges

5. “….technology led innovation and changing customer needs will lead many banks and insurers to rethink the way they do business ” Economist Intelligence Unit Business 2010: Financial Services, Embracing the Challenge of Change

6. Changing Banking eco-system Expanded communications network has transformed channel strategy – services available across branches, ATMs and Internet Internet Banking and Brokering has been adopted

7. Convergence Era Network provides a single touch point for all banking relationship Single consistent view of all customer information by deploying a secure data store for all application services Operational costs optimization by deploying VoIP and delivering multimedia/video content across Geographies Enhanced customer experience by providing ‘one point’ Virtual Bank Improved integration with partners and service providers Converged solutions on mobile devices to accelerate Microfinance initiative

8. Customer-centric Business model Convergence supports the transformation to Customer-centric Business model Investment Banking Retail Banking others Customer Business Banking

9. Convergence – Next Generation Customer Experience Virtual infrastructure – Seamless delivery of applications and services regardless of infrastructure Channel integration – Integrating use of data with voice, video, email, and IM interactions Enhanced self-service – Automating business processes to enhance customer experience Differentiated service – Embedding segmentation into customer contact operations Expertise on-demand – Connecting customers with the right experts every time, anywhere Agent Performance – Leading and managing agents for optimal performance

10. Convergence – Transforming Business On Demand Branch-based Employees Inbound customer contacts routed to branch-based personnel according to skill set, availability or prior contact history On Demand Functional Experts Offsite expert resources converged network voice self- service email Mobile web contact center agent functional experts branch-based employees ATM kiosk On Demand Contact Center Agents Contact Center-based agents provide expertise and overflow for branch- based customer service personnel

11. Thank You