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Lync, Skypein Banking & Capital Markets
#1Microsoft leads
the UC market
93%of Enterprises
have plans to
deploy Lync
90of Fortune 100
companies have
Lync
300MConnected
users
600B Minutes of calls
per year
Office Integration
Instant Messaging
Federation
A/V Calling
Presence
Contacts
Conferencing Bridge
Security And Compliance
Audio, Video, Web Conferencing
Single Integrated Client: Conferencing, IM, Voice, Video
Active Directory, Group Policy
Cloud, On-Premises, Hybrid
PBX Integration
Group Video Calling
Skype To Go Numbers
Free Skype-To-Skype Communications
Multi-Device & Multi-Platform Support
Worldwide Calling To Landlines & Mobile Phones
Skype Voicemail, Caller ID, Call Forwarding
Skype Wi-Fi
Connecting banks with customers and partners
Connecting banks with customers and partners
Call us!
Retail
Commercial
Retirement
Investing
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197%
projected % increase of mobile banking users from 2011-2016
16% % increase in perception improvement among customers when video services are used by financial institutions
63% % of wealthy individuals under 50 who would consider moving assets because of better access to multiple financial experts through high-definition video
60%
% of global customers who would open accounts with virtual banks
80%
% of workers spending a portion of their time working outside of the office
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Challenges
Banks and advisors lack a way to “connect” with high-value customers for relationship selling
Customers have poor access to the right financial expert when needed
Banks suffer from to latent, siloed communications
Banks want to improve customer loyalty and brand differentiation
Banks and capital market firms want seamless communications among customers and colleagues to create high-value connections, transform interactions, reinforce brand and promote loyalty
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Customer
by phone
Customer
on Internet
Customer
in-person
Customer
at kiosk
Siloed bank communicationsAre your bank’s customer communications seamlessly integrated?
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Customer
experience
Differentiated valueCreate high-value connections, transform interactions, reinforce brand and promote loyalty
*Skype video integration with Lync coming soon
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Differentiate with your customers
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Establish high-value customer connections
Microsoft Lync and Skype can help
Create valued connections within customers’ social network
Provide real-time communication with customers and the bank
Create a genuine customer relationship
Advisor Customers
Build bank and advisor loyalty with personalized customer experiences
Real, personal connections mean more now than ever
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Transform customer interaction
Microsoft Lync and Skype can help banks enable Remote Advisors to
Increase sales and reach
Resolve issues faster
Reduce cost to serve
Improve compliance
Provide better service, enable broader product distribution, optimize staff
Advisor
Customers
Specialist
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Customers
Skype promotions and advertising
Builds Loyalty - Provide value-added benefits to customer base
Skype vouchers as a loyalty benefit
Vouchers for SMB or Consumer
Reinforces bank brand – Skype advertising targets key demographics
Bank
Promote bank loyalty & brandSkype promotional packages can improve customer acquisition and retention
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Visionary scenarios for banking & capital markets
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Establish high-value customer connections
Microsoft Lync and Skype can help
Create valued connections within customers’ social network
Provide real-time communication with customers and the bank
Create a genuine customer relationship
Advisor Customers
Build bank loyalty with personalized customer experiences
Real, personal connections mean more now than ever
Researches
account options on
bank website.
onlin
e
Clicks
contact button for
additional help.
onlin
e
Connects face-to-
face with banker via
.
onlin
e
Skype buttonswith Liv, a new banking customer
CHAT 24/7 ###-###-####CONTACT VIA SKYPE
BankerCustomer
Benefits Enable modern communication
options from online channel
Immediately engage with
customers by video or chat
Instantly connect customer
support or sales with customers
Save call center costs with
direct routing to first-available
banker
Dedicated advisor connected to customerwith Victor, a small business owner
Remote advisor
Uses presence to find
advisor on banking
portal.
Adds advisor to
contact list.onlin
e
onlin
e
AdvisorCustomer
Benefits Improve financial products per
customer and increase revenue
Improve customer satisfaction
and retention
Save call center costs with
customers contacting dedicated
advisors first
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Transform customer interaction
Microsoft Lync and Skype can help banks enable Remote Advisors to
Increase sales and reach
Resolve issues faster
Reduce cost to serve
Improve compliance
Provide better service, enable broader product distribution, optimize staff
Advisor
Customers
Specialist
Benefits Simplify customer acquisition
Improve customer satisfaction
and retention
Improve efficiency ratio
(sales/capital employed)
Save call center costs with
direct routing to appropriate
advisor
Online banking chatwith Victor, a small business owner
Locates advisor with
skills-based routing
Researches
business accounts
online.
onlin
e Initiates
chat with advisor.onlin
e Completes account
application online.onlin
e
AdvisorCustomer
Remote advisor
Benefits Reduce staffing cost for
branches
Improve staff productivity
(operating profit/number of
employees)
Improve customer satisfaction
and retention by providing
access to specialists
Remote advisor
Uses tablet kiosk to
video conference with
specialist.
Completes and signs
forms at the branch.in-b
ranch
in-b
ranch
Advisor facilitates
interaction with
specialist
SpecialistCustomer
Advisor
Remote expertwith Victor, a small business owner
Sends written approval for
withdrawal via Lync IM.
onlin
e
Receives approval request for
large cash withdrawal from
remote branch via Lync
IM.
onlin
e
Approval is saved and
discoverable
SupervisorEmployees
Save on staffing costs with
remote supervisors overseeing
more branches
Improved audit controls with
links to transactions
Faster resolution of customer
requests
Benefits
Remote supervisor approvalswith Trish, a regional bank manager
VIP alertingwith Stacy, a personal banker
Receives
automated alert on
Lync that VIP
customer is in
branch.
in-b
ranch
Greets VIP
customer and
mentions estate
planning.in-b
ranch
Initiates Lync
video conference
between VIP and
trust specialist.in
-bra
nch
Banker facilitates
interaction with
specialist
SpecialistCustomer
Banker
Benefits Improve customer satisfaction
and retention of high-net worth
clients
Improve branch revenue and
financial products per customer
Reduce staffing cost for
branches
Advertises online
educational event
on bank website, e-
mail.
onlin
e
Conducts
mortgage-focused
educational
seminar via
Lync.
onlin
e
Customers (current
and potential)
attend remotely by
video.
onlin
e
Benefits Engage with community
Reinforce relationships and
attract new customers
Promote small and medium
business services
Save costs associated with in-
person seminars (e.g., event
set-up, catering, staffing, etc.)
Community
Specialist on Community
Community
One-to-many video eventswith Mike, a mortgage specialist
Telecommutingwith Claudia, a financial advisor
Works from home due to
new telecommuting
program.at-hom
e
Uses Lync from her
home computer to answer
work calls, attend meetings,
etc.
at-hom
e
Co-Workers
Employees
Reduce office space costs with
ability to implement flexible
workplace policies
Increase customer satisfaction
by leveraging expertise from
employees working anywhere
Improve employee retention
with flexibility to work from
anywhere
Benefits
Banker
Sends IM to banker
about new
accounts via
.
onlin
e
Banker translates
basic IMs with
Lync.
onlin
e
Banker involves
translator to answer
complex questions.
onlin
e
Customer
Translator
Benefits Enhance customer service to
non-native speakers/immigrants
Improve service with access to
any banking service, regardless
of language barrier
Broaden customer reach
leading to increased revenue
Translations serviceswith Gustavo, a Brazilian student in Sweden
Benefits Increase profits with historical
record of trade decisions and
comments
Reduce cost for
communications auditing
Persistent chat tracks trader decision historywith Sabrina, a London-based trader
Enters trade
decisions in
Lync persistent
chat.
onlin
e
Adds comments to
chat for context.
onlin
e
Remote colleagues
review her
decisions when
they log in.
onlin
e
Chats are saved and
auditable
Trader on
Trader on
Trader on
Reduce cost for high-quality
video conferencing room
systems
Reduce travel costs with ability
to easily join video conferences
from anywhere
More secure video conferencingwith investment bankers
Connect with hedge fund
analysts via Lync Room
System.
onlin
e
Finalize details of asset
purchase with hedge fund
analysts.
onlin
e
Features built-in security capabilities
AnalystsBankers
Benefits
Remote interviews of job candidateswith Sun, a lead recruiter
Interviews candidates via
Lync for new openings.
Evaluates candidates’
presentation skills by video.onlin
e
onlin
e
Candidates
Candidates
Candidates
Reduce travel and realize cost-
savings
Increase access to better
candidates, regardless of
location
Improve candidate evaluation of
presentation skills through use
of video conferencing
Benefits
Recruiter
Saving costs on communicationswith Geoff, the IT director for a bank
Co-Workers
Employees
Works away from the office
two days per week.
onlin
e
Uses Lync Voice to re-
route incoming work calls
to mobile or home number.
onlin
e
Save money on PBX system
maintenance, telephony
charges, and office moves
Provide additional
communication methods and
remote access for workers
Benefits
Working latewith Danny, an investment banker
Works late to finalize
merger details.
onlin
e
Uses Lync to call his
wife’s
account and say
goodnight to his children.
onlin
e
FamilyEmployees
Improve employee retention
Improve employee work/life
balance
Benefits
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Customers
Skype promotions and advertising
Builds Loyalty - Provide value-added benefits to customer base
Skype vouchers as a loyalty benefit
Vouchers for SMB or Consumer
Reinforces bank brand – Skype advertising targets key demographics
Bank
Promote bank loyalty & brandSkype advertising media can improve customer acquisition and retention
Benefits Grow customer base
Reinforce brand
Extend audience reach via
Skype’s 30 million social media
followers
Enable instant bank
communication to close the
sale
Attract new customerswith Anita, a potential customer
Customer Bank
Clicks
advertisement to
research financial
product.
rese
arc
h
Selects “Click to
Call,” and
purchases financial
product.
deci
de
Watches interactive
advertisement.attr
act
Opens new
banking account.
in-b
ranch
Receives free
gift card from bank
for opening
account.
onlin
e
Redeems
gift card to call
relatives abroad.
onlin
e
Promote bank loyaltywith Omar, a small business accountholder
FamilyCustomer
Promote bank loyalty
Differentiate the bank with SMB
and/or consumers
Reinforce relationship value
Benefits
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Custom Skype promotional packages can include:
Consumer - Skype Gift Card or vouchers
SMB - Skype Bulk Minute voucher
Multichannel advertising on Skype web, mobile and desktop devices
SMB targeted co-marketing
Social media promotions to Skype’s 28M followers
*MICROSOFT NOTE: These media packages are custom, location-specific, and additional cost.
Contact your Skype specialist at our dedicated program alias [email protected] for deal construction.
Loyalty and Brand Promotional Programs
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Skype financial services advertisers
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SolutionUniCredit, a €1 trillion bank with 9,000+ branches, plans on using Lync and Skype Federation to make it easy for customers to connect to a specialist. In the near future, a customer at a kiosk in a small bank branch could initiate contact with a specialist located at a larger branch or at his home.
Benefits Improve customer communication to help improve
customer service and retention
Support flexible workplace to help reduce cost
Reduce travel by 10% (projected €100 million savings)
“We want to enable the bank to be visible and make it as easy as possible for our customers to connect with us.”
— Wolfgang Müller, Expert System Specialist UniCredit Business Integrated Solutions
Remote advisor
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SolutionCommonwealth Bank of Australia is a multinational bank with businesses in New Zealand, Asia, Fiji, the United Kingdom and the United States. The bank chose Lync to deliver faster, more-informed customer service; connect its global workforce; and, enable greater collaboration among employees.
Benefits Personalize customer service with more-informed
employees who connect with each other for immediate information
Reduce travel and increase productivity with seamlessly connected global and mobile workforce
Increase connectivity and collaboration among employees
“Lync allows our people to collaborate. It allows them to find what they need when they need it, and to bring personalized service [to the customer].”
— Mark Griffith, Head of Workplace TechnologiesCommonwealth Bank of Australia
Remote expert
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SolutionBosera Asset Management Co., was one of the first fund management companies established in mainland China, and today operates six offices throughout the country. Bosera chose Lync to connect its geographically disparate workforce, and to realize PSTN cost savings.
Benefits Reduce phone charges by 50%
Improve worker productivity by reducing communication gaps and enabling more enriched colleague conversations (e.g., IM to audio/video)
Streamline IT administration; enable IT staff to manage solution from anywhere
“Lync has an appealing user interface, and it’s easy and flexible for users to schedule and attend meetings. …The new function of Lync Server 2010 brings us an improved collaboration experience, thereby enhancing the efficiency of our work.”
— Linqi, Chief Information OfficerBosera Asset Management
Saving costs
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Solution1st Source Bank offers consumer and commercial banking services throughout 76 branch locations in Indiana and Michigan. The bank chose Lync to replace its legacy WebEx service, thereby saving conferencing costs, and to provide differentiated services to its customers.
Benefits Enable personalized customer experiences with
immediate access to experts, regardless of location
Reduce web conferencing and travel costs
Improve employee collaboration with features like presence and desktop sharing
“With the capabilities in Lync Online, we can bring a level of personal service in terms of how we communicate with customers who like to do business this way. …We see it as a way to help introduce [customers] to a full range of services, including a personal introduction to specialists located anywhere within the bank.”
— Cecil Murray, Chief Technology Officer1st Source Bank
Remote expert
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SolutionProvident Financial Romania is a non-banking financial institution with more than 3,000 agents and 600 field-and office-based employees. The company chose Lync to improve productivity and reduce travel for its large mobile workforce.
Benefits Improve communication among field employees,
many of who do not have company-provided PCs
Enrich collaboration among colleagues; more productive meetings
Reduce travel with expected cost-savings of 20%per month
“It’s not just travel costs we worry about. Productivity stops when an employee has to drive to a meeting site. …We needed a way for our users to connect from anywhere so they don’t lose momentum.”
— Eugeniu Iacob, IT Systems ManagerProvident Financial Romania
Telecommuting
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SolutionWith a net worth of approximately $2.8 billion, Kotak Group is one of India’s leading banking and financial services companies. The group chose Lync to reduce travel costs and enable employees to collaborate more efficiently.
Benefits Save time and money for teams across India, who
had to travel for about 50% of meetings in the past
Improve colleague collaboration with simplified ad hoc communications
“Time is of the essence and time is money. In our busy work schedule, we have to focus on working efficiently to save time (and thus save money), by utilizing efficient technologies. …Video conference through Lync helped us save time and costs. At the same time, it had a tremendous impact.”
— Shanti Ekambaram, Corporate and Investment Banking PresidentKotak Mahindra Bank
Saving costs
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Estimated Economic Value of Lync, Skype all values estimated on per user, per year basis
Enhance Customer Relationships
Expand Product Distribution
Gain Operational Efficiencies
Access to Millions of
Potential Customers
through Skype
Cut telephony costs:
$23-$39
Bosera expects estimated cost
savings of 50% compared to its
existing PSTN bills.
Reduce conferencing
costs:
$50-$84
Reduce travel costs:
$188-$313
Provident Financial estimates
20% savings on travel for its
mobile employees — and Lync
Online usage is still ramping
up.
Lower real estate and
facility costs:
$590-$984
“With Lync Online, we can
retire the WebEx service and
our internal video conferencing
systems.”
Cecil Murray, CTO,
1st Source Bank
UniCredit is using Lync to
facilitate its flexible workplace
initiative. Since employees can
make and receive calls on their
Lync client from any location
with Internet service, working
outside the office is simple.
Next Step: Ask how a Business Value Assessment with Microsoft or a partner to help understand the impact to your
organization
Banking &
Capital Markets
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Security with Lync and Skype
Users own accounts
and settings
User-controlled
privacy settingsCommunication
modes are controlled
by the user
AE256 for signaling,
Chat and media
Personal archiving
only
Consumer
application
Enterprise design,
interoperability and
controls
Accounts and
licenses belong to
business
Allow Federation per
user, group
Control
communication
modes and domains
by user, group
Supports industry-
standard encryption:
TLS Signaling, sRTP
Media (AES128)
Data-retention
policies set per user,
group
Authentication Access Control Authorization Encryption Compliance
Lync-Skype Connectivity
Extending your Business-to-Consumer
scenarios more securely
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the
part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Benefits Grow customer base
Reinforce brand
Extend audience reach via
Skype’s 30 million social media
followers
Enable instant bank
communication to close the
sale
Attract new customerswith Anita, a potential customer
Customer Bank
Clicks
advertisement to
research financial
product.
rese
arc
h
Selects “Click to
Call,” and
purchases financial
product.
deci
de
Watches interactive
advertisement.attr
act
Benefits Grow customer base
Reinforce brand
Extend audience reach via
Skype’s 30 million social media
followers
Enable instant bank
communication to close the
sale
Attract new customerswith Anita, a potential customer
Customer Bank
Clicks
advertisement to
research financial
product.
rese
arc
h
Selects “Click to
Call,” and
purchases financial
product.
deci
de
Watches interactive
advertisement.attr
act
Benefits Grow customer base
Reinforce brand
Extend audience reach via
Skype’s 30 million social media
followers
Enable instant bank
communication to close the
sale
Attract new customerswith Anita, a potential customer
Customer Bank
Clicks
advertisement to
research financial
product.
rese
arc
h
Selects “Click to
Call,” and
purchases financial
product.
deci
de
Watches interactive
advertisement.attr
act
