prognosis 1
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Document for Prognosis trainingTRANSCRIPT
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ACI Payment Service Management
Solution Selling Deck –Training Presentation for internal use only
Agenda
• Introductions
• Best Practices Solution Selling
• What is ACI Payment Service Management
• What are the business problems that the tools solves?
• Pain points
• What is the value of the products (why Prognosis)?
• How to qualify an opportunity (questions to ask).
• Who to sell to and what messages to use
• Differentiators
• Cross-selling with other ACI solutions
4 September, 2012 Confidential 2
Present the Executive Briefing Deck First
16 February 2011 Confidential 3
What is ACI Payment Service Management powered by Prognosis?
Business Challenges and Pain Points
INFORMATION IS POWER!
13 April 2011 Confidential 5
VISIBILITY IS KEY
Business Challenges
The Challenge of Ever-Increasing Amount of Data
4 September, 2012 Confidential 6
The Need for Monitoring 24x7x365
4 September, 2012 Confidential 7
• SLA’s
• Root Cause Analysis
• Downtime loss estimates
• Communicating timely accurate
updates
√Revenue from lost transactions
√Penalties on broken SLAs
√Number of lost/dissatisfied customers
√Public relations costs
√Prep plans for faster resolution next time
around
The Increased Need for Immediate Reliable Information
Business Insight Real-Time Monitoring
13 April 2011 Confidential 9
HERE... INFORMATION IS POWER!
Business Challenges (Continued)
Confidential 10
Business Challenges (Continued)
13 April 2011
KEY
MONITORING
AREAS
Business Challenges.......remedies
13 April 2011 Confidential 11
Actionable Intelligence INCREASED PRODUCTIVITY
INCREASED OPERATIONAL EFFICIENCY,
STABLE ENVIRONMENT AND COMPARATIVE
ANALYSIS
ACI and Integrated Research
4 September, 2012 Confidential 12
‣ Strategic alliance with Integrated Research, developer of Prognosis, the market leading payment application monitoring and management solution
‣ The partnership jointly offers ACI Payment Service Management powered by Prognosis to provide best-in-class monitoring and management solution for ACI payment applications
‣ Over 100 BASE24 & BASE24-eps customers already run Prognosis
ACI Payment Service Management Powered by Prognosis
‣ Prognosis for BASE24 and BASE24-eps (Generally Available)
– Prognosis Transaction Insight
– Prognosis ATM Manager
– Prognosis Foundation
‣ Prognosis for Postilion (General Available)
‣ Prognosis for Proactive Risk Manager (General Available)
‣ Prognosis for Money Transfer System (General Available)
‣ Prognosis for Retail Commerce Server (2014)
4 September, 2012 Confidential 13
Single view across your entire payment & risk infrastructure
7 June 2011 Confidential 14
• Multi-system monitoring and management
• Increases processing efficiency and optimizes throughput by monitoring, identifying and correcting problems
Foundation for BASE24 and BASE24-eps
7 June 2011 Confidential 15
• Business activity monitoring
• Access critical, trend-based transaction information together with core operational metrics
Transaction Insight for BASE24 and BASE24-eps
7 June 2011 Confidential 16
• ATM monitoring and alerting
• Automatic responses, incl. dispatch, update and close tickets
• Bi-directional communications with remote service personnel
ATM Manager for BASE24 and BASE24-eps
7 June 2011 Confidential 17
• Use same tool to monitor both BASE24, BASE24-eps and Proactive Risk Manager
• Exposes and presents fraud transaction data with unprecedented depth for more accurate decision making and resource planning
Prognosis for Proactive Risk Manager
Prognosis for Money Transfer System
4 September, 2012 Confidential 18
Currency Cutoffs are they fast
approaching - if so how many items need
to be processed? Monitoring
Infrastructure how are the MTS
components working?
Queue Management how many items are in your
critical queues?
Lines Monitoring How many lines that
should be up are down?
• Automated monitoring of the MTS business application components and its infrastructure base
• Technical flexibility and operator resource planning
Prognosis for Postilion
4 September, 2012 Confidential 19
What is the value of the product?
Elements of Building the ROI (BASE24 and BASE24-eps)
• Estimate the amount of time currently loss due to downtime:
• Lost transaction revenue,
• Penalties on broken SLAs
• Lost/dissatisfied customers
• Overtime on resources spent in resolving issues
• Enhanced Resource Effectiveness
• Automated monitoring and alerting
• Reduced costs from more accurate capacity planning
• Immediate visibility into profitability factors:
• What products are used, where, when and how
• Increased Customer Satisfaction
• Less down time of the application will ensure bank customers will be able to use their cards
with less interruption and will have higher confidence in the card they carry
4 September, 2012 Confidential 21
Elements of Building the ROI (PRM)
• Cost Avoidance and Loss Prevention
• Through rule optimization, customers will monitor and better manage the fraud they detect, thus
reducing the decline of true transactions and increasing the detection of actual fraud
• Real time monitoring of rules will ensure that rules that suddenly begin malperforming are caught
right away – ensuring customers continue to generate the expected fee-based revenue they plan
on
• Automated monitoring of compromised accounts will assist in faster fraud detection and less
people required for manual monitoring of the accounts
• Knowing how your reviewers perform and having a better ability to coach them, will result in
improved productivity of fraud teams
• Fraud Loss Prevention
• With rule optimization, customers will be able to tighten rules accordingly, to ensure fraud is
caught earlier than possible before
• Queue monitoring will ensure that reviewers are working on the alerts with highest priority first
• Real-time fraud trending will assist teams with catching “as –it-happens” crimes faster
• Increased Customer Satisfaction
• Less down time of the application will ensure bank customers see less fraud on their cards or are
informed earlier
4 September, 2012 Confidential 22
Elements of Building the ROI (MTS)
• Improved profitability from:
• Automated monitoring of the MTS application and its components
• SLAs are monitored and met before they result in large fines
• Position personnel appropriately to reflect queue heights and lows
• Automated alerting and notification processes with multi-channel delivery (dashboard, pager,
phone, email) dispatch personnel where needed ASAP
• Monitor both infrastructure and application from within one application
• Enhanced customer service from:
• Monitoring the positioning of key customer accounts
• Ability to react quickly to a dynamically changing environment through information on
demand
4 September, 2012 Confidential 23
Benefits of Prognosis During a BASE24 to BASE24-eps Transition
• Provide complete visibility in to environment as transaction load is
migrated from BASE24 to BASE24-eps
• When using ‘Networks First’ approach, watch in real-time as
transactions are successfully routed via BASE24-eps
• Complete assurance of successful migration
4 September, 2012 Confidential 24
Qualifying an Opportunity Whom to Sell to and What Messages to Use
Leading Questions
• Do you have problems that occur in your transaction processing environment that need to
be manually detected and rectified?
• Are you finding that you know about processing problems when the customers contact you?
• Have you found that processing has failed for certain types of cards / products / channels for a long
period of time before it was noticed amongst all the successful transactions?
• Would you like to understand usage trends and revenue being generated from different
products, services and channels in real-time?
• Do you ever feel the monitoring and management tools you have in place today are too
rigid and don‟t allow you to build the screens, alerts or dashboards you need?
• Can you see your full payment environment (application and infrastructure) from a single
pane or are you forced to piece together disparate views and tools?
• How much visibility do you have into the queue management of your PRM system?
• Do you know how your queues are growing?
• Do you know how old is the oldest item or what is the open and close rate of each of the queues?
• Can you see who is working them and how effective they are at it? How controlled is your reviewer
environment?
• Can you intelligently monitor your MTS lines? Do you get notified when a line goes down
when it‟s supposed to be up? Do you know when a line that‟s supposed to be down is up?
4 September, 2012 Confidential 26
The Personas – Processor / Merchant Acquirer
Executives and Senior Managers (Processor/Merchant Acquirer)
• Monitor Profitability in Real Time:
• „As It Happens‟ Profit/Loss analysis for individual clients and their activities
• Real time visibility into the availability and performance of the payments system
• Ability to answering any urgent partner/customer phone calls
• Provide clients views in to their payments, even in real-time
• Ensure SLA Compliance and Monitoring
• Measure and monitor SLAs in absolute terms
• Avoid financial and reputation penalties
• Monitor operational excellence
• Wallboard displays of operations and profitability metrics to showcase institution
4 September, 2012 Confidential 27
Applications Managers and Operations Staff
• Rapid resolution of any payments application and infrastructure problems
• Common „areas of pain‟ views across IT operations staff and Application owners
facilitate faster problem resolution
• Ensure effective system governance and SLA compliance
• Facilitates the critical communication link between IT and Business Operations staff
The Personas – Issuer
Executives and Senior Managers (Issuer)
• Network SLA Compliance
• Measure and monitor SLAs in absolute terms
• Avoid financial and regulatory penalties
• Governance
• Maintain reputation and prevent public outages
• Real time visibility into new product launches and performance
• Facilitates rapid business decision making
• Typical business intelligence tools may take weeks to show new product/campaign performance
• „As It Happens‟ Profit/Loss analysis for marketing campaigns
• Monitor operational excellence and availability
• Avoided losses of interchange fees, transaction fees and interest revenues
4 September, 2012 Confidential 28
Applications Managers and Operations Staff
• Rapid resolution of any payments application and infrastructure problems
• Ensure system updates are operational as planned
• Common „areas of pain‟ views across IT operations staff and Application owners
facilitate faster problem resolution
• Ensure effective system governance and SLA compliance
• Facilitates the critical communication link between IT and Business Operations staff
The Personas– MTS
Wire Operations Managers, Fund Transfer Managers, Banking
Operations (Wires)
• To learn about the value of real time monitoring for their wholesale system
• Real time view into the movement of money, transactions and messages
• Real time visibility into the availability and performance of the payments system
• Ensure SLA Compliance and Monitoring
• Monitor operational excellence
Technology Application Owners and Project Managers
• To learn about reduction of outages and faster/accelerated time to resolution
• Rapid resolution of any payments application and infrastructure problems
• Common „areas of pain‟ views across IT operations staff and Application owners
facilitate faster problem resolution
• Ensure effective system governance and SLA compliance
IT Operations
• To learn about correlation of infrastructure performance to actual payment
application outcomes
4 September, 2012 Confidential 29
The Personas – PRM
Fraud Manager
• Needs to balance real-time and near-real time transactions in ACI Proactive Risk
Manager
• Needs to help monitor the activity and productivity of the fraud analyst team
• Needs to insight into whether an isolated incident may be a more widespread
problem.
Operations Manager
• Needs to ensure the availability and stable system performance of ACI Proactive Risk
Manager
• Needs to monitor the operational performance of transaction flow (or throughput)
Head of Testing/QA
• Needs to ensure the stability of ACI Proactive Risk Manager whether it‟s a new
implementation, upgrade, or modification of rules and code.
• Needs stress test ACI Proactive Risk Manger to ensure it can operate under
anticipated maximum capacity.
• Needs to perform regression testing when change is introduced to the ACI Proactive
Risk Manager.
• Needs to ensure PRM rules are working as expected
4 September, 2012 Confidential 30
Differentiators
What Differentiates Prognosis for BASE24 & BASE24-eps?
4 September, 2012 Confidential 32
The only tool in the industry that allows you to monitor simultaneously from a single interface:
- Detailed data on Payments Transactions broken down by any criteria
- ATM status, availability and alerting
- Payments communications middleware
- BASE24 / BASE24-eps Infrastructure Monitoring and Management
Extremely rapid deployment
- Out of the box installation for current BASE24 and BASE24-eps customers performed in hours
- Average customized configurations typically less than 3 weeks
- Designed for exceptionally efficiency
Ability to deploy a single monitoring solution with drill down capabilities from infrastructure to individual transactions
The only Real Time BASE24 & BASE24-eps dashboarding environment where:
- Users can quickly and easily define their own views into the transactions and the payment environment
- Users can drill down to dynamically access detailed data even in environments with transaction rates in excess of 500 TPS
What Differentiates Prognosis for PRM?
4 September, 2012 Confidential 33
The only tool in the industry that allows you to monitor simultaneously:
- The PRM Infrastructure
- The PRM Application
- Rule Management
- Analysts Efficiency
- Queue levels
Existing PRM clients implemented in less than 30 days
- Standard deployment in less than 2 weeks for existing customers
- Installed and fully implemented as part of PRM implementation for new
- customers
Ability to deploy a single monitoring solution with drill down capabilities from infrastructure to individual transactions
The only real time PRM application effectiveness dashboard tool
- Identify attacks and outlier alert events
- Redeploy cross functional investigators to handle volumes
- Adjust queue assignments based on volumes
What Differentiates Prognosis for MTS?
4 September, 2012 Confidential 34
The only real-time Money Transfer System application effectiveness dashboard tool that:
- Provides drill down capabilities from high-level summary to individual transactions specific to
Money Transfer System
- Is designed by Money Transfer System customers specifically for Money Transfer System
customers (with the expertise of ACI technical teams and IR monitoring experts )
- Assists you in adjusting queue assignments based on volumes and identifying infrastructure
delays/root cause of outages
The only pre-integrated application for MTS that allows you to monitor simultaneously:
- The Money Transfer System application
- The Money Transfer System infrastructure
- Queue characteristics, analysis and detail
- Lines availability
- Currency cut-offs
Existing Money Transfer System clients implemented in less than 60 days
- Standard deployment in less than 8 weeks for existing customers
- Out-of-the-box functionality available within minutes of code installation
- Installed and fully implemented as part of the Money Transfer System
implementation for new customers
Cross-selling with other products
Payment Infrastructure Solutions
Retail Banking
Wholesale Banking
Fraud
Payment Testing
ASSET for BASE24/BASE24-eps
ASSET for PRM
Payment Communications
Communication Services
(ICE/ICE-XS)
Communication Services
(ICE/ICE-XS)
Communication Services
(ICE/ICE-XS)
Web Access Services (WebGate)
Web Access Services (WebGate)
Web Access Services (WebGate)
Enterprise Security Services (SafeTGate)
Enterprise Security Services (SafeTGate)
Enterprise Security Services (SafeTGate)
High Availability GoldenGate GoldenGate
Payment Service Management
Prognosis for BASE24/BASE24-eps
Prognosis for MTS
Prognosis for PRM
Mobile
Mobile Payment Alerting
Mobile Fraud Alerting
Token Manager for Mobile
4 September 2012 36 Confidential
Prognosis’ Internationalization
Prognosis Internationalization – GetNet example
4 September, 2012 Confidential 38
Prognosis Internationalization – GetNet Example
4 September, 2012 Confidential 39
Prognosis Internationalization – GetNet Example
4 September, 2012 Confidential 40
Prognosis Internationalization – GetNet Example
4 September, 2012 Confidential 41
Questions?
4 September 2012 42 Confidential