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non-branch channels

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12 June 2010
Bart Narter
Two different banks in the past 30 days have come to Celent looking for help with non-branch channels, and the banks couldn't be more different. One is a local bank in the US with a few dozen branches. The other is a global bank with operations in dozens of countries. Both are thinking about the shift of activities from branch to other channels as their clients change their behaviors. I believe that this will impact the technology infrastructure of all banks. Channel proliferation will drive banks to an SOA so that new channels, whatever they may be, can easily be added to banking infrastructure.
  • Branch
  • ATM
  • IVR
  • Call Center
  • Internet Banking
  • Mobile SMS
  • Mobile Web
  • Mobile Thick client / App
  • Twitter?
  • Facebook?
The list grows and grows. Since most of these channels are real time, systems will also need to be real time. Banks will need to invest to keep up.

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