1. Oracle e-banking solutions With a focus on Generation Y
Pal Ribarics
Oracle Financial Services Analytical Solution
Product Manager

2. <Insert Picture Here>
Agenda
<Insert Picture Here>
Oracle as a Strategic Partner
Oracle Generation-Y Initiative
Oracle CRM e-banking extensions
Real time decisions
Social media integration
Case Study : Jibun Bank

3. Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall
Generációs különbségek
Boomer generáció ( kb )
Akiknek már volt színes kép a gyerekkorukról is
Akik látták a szocializmus felemelkedését és bukását
Akik közül a férfiak még a kórház folyosóján várták a gyermekük születését
X generáció ( kb.1960 – 1980)
Akik ha hajnali 2-kor felkelnek és kimennek WC-re, visszafelé ellenőrzik az -jüket..
Akik ha észreveszik hogy otthon hagyták a mobiljukat, pánikszerűen rögtön visszafordulnak
Akik a Google keresőben keresnek mindent az interneten
Millenium – Y generáció ( kb.1980 – 2000)
Akik mindig is úgy tudták, hogy Michael Jackson fehér volt
Akik a nyári üdüléskor a szállodában a WIFI hozzáférést ellenőrzik legelőször
Akik szerint az már egy elavult kommunikációs forma
Akik Google keresés helyett, chat-en kérdezik meg milyen mobilt vegyenek
Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall

4. Next Generation Customers Have Arrived
Estimated to be about 17 percent of the world’s population1
Distinctly different from previous generations as it is shaped by new technology like the mobile phone and the internet
Over the next 10 years to constitute the majority of ‘wealth accumulators’
Expected to have a higher disposable income than their predecessors
The Next Generation Customers
In Age Group
Tech-savvy generation
Believes in spending now and saving later
A well connected generation that used social media and mobile extensively
Financial novices
Characteristics
1 U.S. Census Bureau, International Database – December, 2009

5. Capitalize On Oracle as Strategic Partner
Front Office
Effective distribution network
Faster response time
Personalized services
Multi channel reach
Interaction outside the bank
Oracle FLEXCUBE Direct Banking
Siebel CRM (+ social media)
Siebel Branch Teller
Oracle FLEXCUBE
Back Office
Flexibility to customize products
Products in partnership
Relationship Pricing
Faster time to market
Reporting and compliance
Oracle Financial Services Analytical Applications
Oracle Revenue Management and Billing
Infrastructure
Reporting and compliance
Scalability to support growth
High performance
Green Infrastructure
EXADATA V2

6. <Insert Picture Here>
Oracle CRM e-banking extensions Real Time Decisions 6

7. “Intelligent personalization” RTD recommends ‘Next Best Activity’ across all channels
Newsletters
PDA Web
Call Center
In Person
Kiosk / ATM
Web
Mobile Web
Letters
Receipts
RTD

8. RTD Powered Intelligent Personalization What Does it Do?
Recommends products and services in real time in the context of each interaction e.g. Call reason, Agent skill level, Time of Day, Pages Seen, Links Clicked…
Takes into account multiple, competing business priorities e.g. maximise revenue whilst minimize cost and ensure channel compliance
Automatically learns and self-adjusts based on feedback to continuously improve results
Significantly more advanced and scalable than “rule-based” systems
Integrates across multiple interaction channels e.g. web, call centre, teller, kiosk, etc
Customer Interaction Process
Process data
& context
Process decision point & feedback
Business Process Optimization
RTD
Business Rules & Self-Learning Predictive Models
Inputs
Enterprise Information Model

9. Solution Components RTD Shared Decisioning Engine Channels Letters
Call Center
In Person
Web
Letters
Channels
Consistent Recommendations
Any Channel supported
RTD / Siebel eCommerce Integration
RTD / Siebel Call Centre Integration
3rd party Call Centre Integration
3rd party Application Integration
3rd party eCommerce
RTD Application Integration
Prebuilt for Siebel
Integrate as appropriate
Decision Service
RTD X-sell, Upsell, Loyalty Decisioning Logic
Custom Built Business Logic (e.g. Risk Mgnt)
RTD Process Flows
Prebuilt customer commerce logic
Build as appropriate
RTD Shared Decisioning Engine
RTD Core Technology
Decision Engine shared across applications
CRM & Enterprise Systems
Data Warehouse
3rd Party Data
Data Mining
Customer Insight sources
Leverage existing investments
= Prebuilt Oracle RTD Solution Component
= Custom Build & Integration capabilities

10. Retail Banking
Goal:- Improve cross-sell and retention through customer service contact centres and branches
Usage Scenario:- “When a customer uses our banking services or needs assistance through our contact centre or branch, would it help to achieve our customer retention goals, if at the moment of contact our CRM system intelligently predicts and recommends a new service for the client, that will not only satisfy the client, but is also the most profitable offer that has a high likelihood of acceptance by client?”

11. Retail Banking
Goal:- Maximise revenue impact of every customer contact, e.g. due to constraints on outbound selling such as “do not contact” legislation.
Usage Scenario:- “When a customer makes contact with us through any channel (contact centre, branch, web-portal, ATM), would it help to maximise the wallet share with that customer, if our CRM system, could take into account the reason for their call / visit, their history with our company (through all channels), their importance to our company and our current offers and business objectives in order to recommend the treatment / offer for that client that they are most likely to accept?”

12. <Insert Picture Here>
Oracle CRM e-banking extensions Social Media Integration 12

13. Social Conversations aren’t tracked in Oracle apps
The Challenge
Social Conversations aren’t tracked in Oracle apps
B2C Consumers are preferring social media over other channels, bypassing the contact center

14. Buzzient – Social Media SaaS
Analytic measurement of social media
Integration with contact center and CRM applications
Seamless inclusion of social media channel in Oracle CRM On Demand
Evolutionary app, not revolutionary… 14

15. Buzzient harvests content according to you customer’s brands/products
Buzzient Overview
And more…
Posts about problems, issues, sales interest, product opinion, feedback, etc.
Buzzient harvests content according to you customer’s brands/products
Social Media Analytics
and Integration Platform
Buzzient stores and analyzes the related social media
Buzzient transparently integrates into Oracle CRM
Buzzient web app visualizes analytics and content
Oracle CRM
On Demand
Buzzient Analytics
©2010 Buzzient, Inc

16. Buzzient Overview
Fully automated data collection from millions of online sources, including historical data
Monitoring of discussion boards and social networks such as Facebook and MySpace
Monitoring of reviews such as Amazon and Facebook
Real-time analysis of Twitter conversations
Integration to enterprise applications
Automatic Service Request, Solution and Lead creation
Extensive Analytics, Alert and Notification Features

17. <Insert Picture Here>
Jibun Bank Case Study
Integration of Telecom & Finance 17

18. Jibun Bank : 2009 e-banking summit
Mobil telefonos bankolás
Közös vállalkozás a 2. legnagyobb japán mobil szolgáltató (KDDI) és a legnagyobb japán bank között (Bank of Tokyo Mitsubishi)
Oracle Flexcube Direct Banking felhasználó
ügyfél 6 hónap alatt, 5 % piaci részesedés
Szolgáltatások
30+ banki szolgáltatás
Új ügyfelek és számlanyitás mobil telefonon keresztül
Automatizált KYC folyamat létező mobil telefonos ügyfelek részére
Lekérdezések és tranzakciók folyó és megtakarítási számlákra valamint lekötött betétekre
Közös mobil és Internet felhasználó azonosítás
Mobile to Mobile transzfer,
Mobil telefonos fizetés
Több mint 35 mobil értesítés (push alert)
Business details
When operations are launched, yen-deposits (ordinary and time) and payment services, such as transfers will be available, as a general rule, 365 days a year 24 hours a day through three channels - mobile (au, NTT DoCoMo, and Softbank - three mobile communications carriers), Internet (personal computers), and telephone (IVR/operator). After launching operations, services will gradually be expanded to include foreign currency deposits, credit cards, credit card loans, financial products intermediation and sales of insurance.
For customers using au mobile handsets, special services and campaigns will be available through the convenience provided "only by mobile handsets.„
Services that make use of the characteristics of mobile phones such as 'mobile phone number transfers', which use the mobile phone number of the counterparty to designate the destination of a transfer, and 'mobile phone bank book', which adds functions such as bank book and simple household account book to mobile phones
Cashless services such as 'Jibun Bank payment', which make it possible to simply and rapidly pay for EZweb-based shopping and auctions and to charge electronic money over the phone.
A campaign that increases the number of au points [1] awarded based on the amount spent simply by tying the payment of au charges to the Jibun Bank account.
Transfers between two Jibun Bank accounts or between a Jibun Bank account and Bank of Tokyo-Mitsubishi UFJ account are free of charge [2]. In addition, deposits and withdrawals can be made at partner financial institutions including Bank of Tokyo-Mitsubishi UFJ and Seven Bank.

19. Awards 19

20. <Insert Picture Here>
Jibun Bank Current mobile banking situation 20

21. Why people don’t use mobile banking (examples)
Obstacles to mobile banking usage
Why people don’t use mobile banking (examples)
■ Security concerns in case the mobile phone is lost
■ Troublesome screen operation
■ Troublesome application procedures; No time for them
■ The screen/font size is too small.
■ Not many services/functions are available.
■ It seems somehow difficult to use.
July 2007 Survey by Jibun Bank: N=3,720
Basic obstacles such as security concerns and poor visibility/operability are highlighted. 21

22. Over the counter at branch offices
Starting status of mobile channel
Mobile banking treated as a secondary channel
to assist the over-the-counter & PC channels
Over the counter at branch offices
Alternative method
Alternative to an alternative to an alternative... ↓ Its inconvenience is only “natural”.
ATM（CD）
Alternative method
PC banking
Alternative method
Mobile banking
Counterintuitive thinking =
“Mobile banking as the main channel”
Strictly Confidential 22

23. <Insert Picture Here>
Jibun Bank Business concept 23

24. Counterintuitive thinking
Banking services using mobile phones as the “main channel”
ATM (network)
Alternative method
PC banking
Alternative method
Mobile banking
Brand new banking services differentiated from the existing mobile banking 24

25. Banking built into a mobile phone
Easy safe banking transactions whenever & wherever
Personal bank designed for each individual customer
Bank
Customer’s mobile phone serves as a portable bank. 25

26. “Mobile-specific” services
“Mobile-specific” features
Services based on such features
Easy & convenient
Provide the user with an easy and highly secure transaction environment, using their mobile handset ID for authentication.
Simple & carefree
Allow the user to transfer money easily by using their mobile number rather than their account number, just like sending an .
Whenever & wherever
Use contactless IC technology to install a range of cashless transaction functions to their mobile phone.
Personalization
Allow the user to choose their favorite icons in some
functions such as Jibun Bankbook saving planning
and simplified household account book functions.
Provide a “natural” level of services, in terms of “use of a mobile phone”. 26

27. <Insert Picture Here>
Jibun Bank Pursuit of ease of understanding and usability 27

28. Commitment to the user interface
Intuition
Allow the user to understand provided services through their intuition
Operability
Minimize the number of clicks needed to get what they want
Provide overwhelming superiority to the user interface. 28

29. Go to the target page by a single click
Initial placement on the launcher
Main Menu
Jibun Bank transaction page
One click　
Go to the target page by a single click 29

30. Banking expression “naturally” expected by mobile phone users
Jibun Bankbook
Top page after login
Deposit/withdrawal details
Monthly accounts
Change in balance
Typical traditional screen image
Screen change by clicking a tab
XX Bank Direct
Announcement
Balance inquiry
Deposit/withdra
wal detailsMoney
transferSpecial t
ransfer
...
Banking expression “naturally” expected by mobile phone users 30

31. <Insert Picture Here>
Jibun Bank “Mobile-specific” services 31

32. It takes only 10-15 minutes up to this point
Quick account-opening
Jibun Bankbook page
before opening an account
Enter personal information
It takes only minutes up to this point
Use the built-in
camera to
photograph the
driver’s license
and send it
directly
Within a week, a
cash card will
be sent to home
to complete the
account-opening
process.
Data entry is minimized by using the existing subscriber information already registered for the mobile phone.
Easy quick account-opening process whenever & wherever 32

33. Quick account-opening
Many of the back end processes managed outside Outsorcing to best of breed players 33

34. Money transfer using a mobile phone number
Select a recipient from
the address book
Enter an amount/message
Transfer completed
Transfer process is completed, just like sending an .
*The recipient receives a notification when the money is transferred into their account. 34

35. ① ② Jibun Bank settlement
Select a
settlement method
Confirm the amount
to be paid
Payment process
completed
Decide what to buy
Select payment method
Jibun Easy Payment
Jibun Easy Payment ① ②
●Jibun Easy Payment
〇au Jibun Card payment ＝＝＝＝＝＝＝＝＝
〇Bank money transfer
〇Credit card payment
〇Payment on delivery
〇Delivery at convenience
store
■Branch name: XXX
■Account No.:
■Account name: Wagashiya
■Amount: :1,552 yen
To confirm, enter your PIN.
Payment process complete!
Your payment has been confirmed. The product will be sent to you.
****
Mechanism enabling seamless coordination from a shopping/auction transaction page to the bank settlement page 35

36. Service leveraging the “whenever” nature of mobile phones
　Financial product (Foreign currency deposit)
“Mobile phone” taken
to wherever, whenever
“The dollar/yen rate has
reached your target!”
“The dollar/yen rate has reached your target!”
To forex saving account
To forex term deposit
When a specified
rate is almost
reached, an is
sent to the mobile
phone.
Bar chart=Sales transaction(Left Y-axis) Line Graph= US$ rate change compared to previous day (Right Y-axis)
-100
-50 - 50
100
150
200
5/21
5/28
6/4
6/11
6/18
6/25
7/2
7/9
7/16
7/23
7/30
8/6
8/13
Buy/Sell Transactions (Million Yen)
← Foreign currency sales 　　Foreign currency purchase →
-2.0
-1.0
1.0
2.0
3.0
←Weak Yen　　｜　　Strong Yen→
FX rate change compared with previous day (Yen)
Constant “fluctuations
in exchange rates”
Service leveraging the “whenever” nature of mobile phones 36

37. Easy operation & secured privacy
Card loan
The entire procedure from loan application to borrowing is
completed by “using only a mobile phone”.
The application procedure is completed when information required for loan
assessment is entered via the mobile phone. Then, the assessment starts
immediately.
Data entry takes about 10 minutes.
Assessment starts
Notification for assessment completion, loan (execution), and reminder notice (in case of a delay in payment) are all enabled via the mobile phone function and handset operation.
Easy operation & secured privacy 37

38. Card loan
Many of the back end processes managed outside Outsorcing to best of breed players 38

39. <Insert Picture Here>
Jibun Bank Security – Coexistence with convenience 39

40. Security measures using mobile phone features
Hardware
Unique mobile subscriber number (linked to only one user) is used as the authentication key (via the au information link service).
Software
ATM-lock and PC-lock functions can be set from the mobile
　phone belonging to the subscriber.
Network
Phishing/spoofing attacks are prevented through utilization
　of mobile phone network characteristics. 40

41. Prevention of fraudulent accounts & crimes
During the account-opening process (a proactive approach)
Name, birthday and address are checked on the system to prevent the user from opening multiple accounts. (The system sends a warning to those who apply for multiple accounts under the same address.)
During the transaction process (a water’s edge approach)
The system checks for any suspicious transaction.
As an Internet bank, a special focus must be placed on complete and proactive prevention. 41

42. <Insert Picture Here>
Jibun Bank Strategic IT utilization 42

43. Introduction of FLEXCUBE
Oracle “FLEXCUBE” introduced as the core system
Introduction/operation cases
in and beyond Japan
Parameter-driven architecture
for the maximum flexibility
in product design
J2EE-based software
development for scalability
XML and other widely-used
protocols for flexible coordination
with external systems
Both rapid development of new products and
stable operation of banking services can be achieved. 43

44. System configuration
Wide range
of transaction
channels
Flexible
coordination
with external
systems
Parameter-driven product design (for easy customization)
J2EE-based
Software
development
for scalability
Introduction/ operation
cases in and
beyond Japan
The flexibility of the system is guaranteed through coordination among various layers such as channels, front office, back office,
and external systems. 44

45. 45 45 45