Digital Workplace In Financial Services - Atos

Digital Workplacein Financial Services

Digital Workplace in Financial ServicesPeople expect a lot from the institutions they entrust with their money.It’s one of the most intimate and long-lasting relationships most people have, encompassing: Paying bills and making purchases Growing investments for long, active retirement Saving for rainy days or sunny vacations Having a safety net to pay for care when activity declines Planning to turn aspirations into reality Looking out for dependents/family and friends. Protecting against the unforeseenThere’s a very low tolerance for technological glitches or less-than-stellar customer service. It doesn’t matter that you’re dealing with regulatorypressures on several fronts, from data security to fraud detection. And if an aging computer delays a transaction, it’s not the customer’s problem. You’llhave more to worry about than software maintenance when that customer takes their business to another company.Customer satisfaction depends on your user experienceInstead of worrying about patches and updates, you can empower yourusers to focus on customer experience.With Digital Workplace, users get a consistent personalized experience onany device at any location:Atos Digital Workplace is a suite of collaborative, secure, intelligent worktools and support services delivered in a monthly subscription model. Itprovides device as-a-service, unified collaboration and intelligent support,all embedded with security, automation and analytics. Corporate offices Remote locations Branches Contact centers Agencies Trading floorsAutomation and standardization, in this workplace platform, are keyto compliance with data security and antifraud regulations as well ascybersecurity and system maintenance requirements.All of this is available as a subscription service billed on a per-user basis.2

Digital Workplace in practiceFinancial services companies around the world use various componentsof Digital Workplace to overcome universal challenges.Bankingand capital marketsGlobal investmentmanagementMultilinefinancial servicesChallenge:Challenge:Challenge:A U.S.-based multinational financial servicesleader used our smart trading solution toconsolidate 45 independent offices to 4virtualized core locations supporting 34locations worldwide.At the end of a long-termend-user services contract with Atos,the financial services company wantedits next contract to provide:A financial, retirement, investment andinsurance company wanted to improve enduser services for 10,000 users across theUnited States: The same high standards of service withconsistent customer satisfaction scoresSolution:Solution: OpenScape Xpert, OpenScape Voice,OpenScape Contact Center 1800 OS Xpert 6010p turrets Geo-redundant architecture andgeographically separated Expanding international locations Integration with existing CiscoCommunications solutionOutcomes: Massive savings in hardware cost, real estateand efficiency Moved from a hardware-based CapEx modelto software-based OpEx Innovation for continuous improvementin all areas A lower priceHelp & Interaction Center Standard end-user services deliveredprimarily from Mason, Ohio Enhance service desk services withSolution: Remote controlHelp & Interaction Center Chat Service desk delivered from onshore andoffshore contact centers Password reset services Onsite support providing deskside servicesin offices Dedicated onsite support for the trading floorand executives Develop automated IT service managementcapabilities Reduce costs with limited off-shore supportthrough channels such as chat Dedicated security support onsite Deskside services onsite at the largestlocations and dispatched elsewhere Identity and access management Service request automationDevice as-a-service OneSource Dashboards—For Managementoversight of the services Hardware refresh Imaging, hardware certification, businessapplication packagingDevice as-a-service Mobile device management Device lifecycle and asset management fromprovisioning to disposal Hardware asset management Anti-Virus & Encryption packaged services Application packagingUnified collaboration Operating system patch management Video conference support Image management and hardware certification Mobility supportOutcomes:Outcomes: Expanded end-user services includingservice desk, onsite support and devicesupportThe Atos account team and solution architectswere able to guarantee a 10% to 12% costsavings over the existing contract. Software distribution administration and support Leveraged and extended the client’s ITservice management tools Reduced costs Minimized risksDigital Workplace in Financial Services3

Make the connectionsDigital Workplace connects your enterprise to enable operational excellencefrom the boardroom to the self-service kiosk.Device as-a-serviceUnified collaborationIntelligent supportWhether it’s a financial advisor meeting witha customer at a coffee shop, or an adjusterassessing damage in the field, your customersatisfaction depends on many thousandsof devices working seamlessly in variousand changing locations. You need the mostadvanced technologies and services available.If there’s a lack of communication between anydisparate areas of your enterprise, it’s obviousto your customers.There’s no such thing as bankers’ hoursanymore. When a user needs support, it’savailable around the clock and accessiblethrough an online portal, a virtual assistant, amobile app, or a traditional phone call.Device provisioning and asset managementservices generally include: Devices like phones, tablets and computers Image packaging Shipping Software distribution Device support Asset management Disposal and refreshAtos is redefining device managementby incorporating analytics and automationinto those basic services. We collect rich datafrom the connected devices and use it topersonalize and improve the user experience.Collecting device data also enables predictiveanalytics that help to identify incidents beforethey happen.4Connected workplaces improve the way peoplework with each other and with their technologyecosystems. Unified collaboration servicesprovide simple but secure access to teamcollaboration tools and applications designedfor mobility.Collaboration tools can include audio, web andvideo conferencing as well as messaging, voiceover IP and email all with federated presenceto indicate user availability. If a branch manageris screen-sharing on a conference call, you’llsee her status change when she’s available torespond to your chat message.Collaboration apps provided, such as Office365, allow teams to work on documentstogether from different locations using avariety of devices in real time. Publicly availabledocument collaboration services don’t oftenmeet strict financial services requirements forencryption or role-based access. With Atos,your users will only see that they can accesstheir files from anywhere.Intelligent support understands certain usercontexts that eliminate excessive questioningand prevent users from having to repeatthemselves when switching between supportchannels. We employ automation and AI tonarrow down available choices based on insightinto user profiles. This helps users make betterdecisions faster. Behind the scenes, analyticsand telemetry tools reveal where problemsmight occur and resolve scores of issues thatusers aren’t aware of yet but would otherwiseresult in downtime. They spend less timereceiving support and more time supportingyour customers.

Make the connectionsBehavioral analyticsEmbedded securityEvery user leaves a unique trail of interactionacross support channels that shows a patternof activity. The top providers of managedworkplace services use behavioral analyticsto gain a factual understanding of eachuser’s journey through seemingly unrelatedinteractions over time. A data analyticsapproach provides insight into their individualexperiences, as well as aggregate userexperience, revealing opportunities to improveboth their satisfaction and your operations.Many people, particularly in financial servicesindustries, assume that modern connectedworkplaces are less secure because of theirdependence on the cloud. In truth, securityis better because it shifts from the perimeterto the applications and data. One of the mosteffective approaches in Atos’ experience isconditional access, which allows policies to beset at the application level. These policies couldprevent a user from accessing certain servicesor servers unless certain compliance conditionsare met on the device. Conditions may includecurrent virus patches and definitions, operatingsystem updates, and whether a device is in anoffice, a remote location, or a trusted facility.In the most forward-thinking organizations,applications that access corporate data aremoved to mobile or cloud-based apps. Usersnever actually connect to the corporatenetwork. They consume all their services viainternet-enabled applications and portals. Theuser node of the network no longer exists. Theattack surface of the data center is drasticallysmaller. And your sensitive data and operationsare that much more secure.Next-generationtrading floorOpenScape Xpert, our virtualized, softwaredriven smart trading system centered around astate-of-the-art IP trading turret.With OpenScape Xpert, you can: Dramatically simplify setup, maintenance,moves, adds and changes, in a systemdesigned to be fully supported in liveoperation Connect your entire trading environmentwith a flexible and fully virtualized back office Improve operational efficiency throughcentralized management Return your investment through reducedpower consumption and rack space, SIPlines, VMware and reduced dependence onprivate wires Ensure regulatory compliance throughvoice recording and call logging seamlesslyintegrated with third-party solutionsDigital Workplace in Financial Services5

The user experience simplifiedEvery component of Digital Workplace, from automated deviceprovisioning to self-service tech support, improves the user experienceand increases efficiencies.Devices are ready for users out of the box. The management policies,distribution of applications and configurations all happen from the cloud.As part of the one-time setup, users simply sign in to their new deviceswith their work account credentials. Everything else is taken care of. It’sonly as complicated as entering a user ID and password. Installation andconfiguration are automatic. In less than an hour, in most cases, users areready to work.The less time they spend managing their technology, the more attentionthey can pay to the details that turn customers into loyal advocates ofyour financial institution.For more information about Digital Workplace in financial services, visitpages.atos.net/financial-services or email info.na@atos.net.6