telus capabilities pres oct 20 10

8/3/2019 TELUS Capabilities Pres Oct 20 10

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TELUS Proprietary and ConfidentialBusinessNow. Re-inventing Customer Experience.

September 22, 2011

Financial Services Technology Trends


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TELUS Proprietary and Confidential

BusinessNow. Re-inventing Customer Experience.

Todays Objectives

Share with UFSC members some of the current andemerging technology trends that we see in the FinancialServices Sector

Review our approach to delivering business value in theFinancial Services marketplace


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Agenda

Who is TELUS?

Trends in the Financial Services Industry

TELUS Financial Services Strategy

Business Value of TELUS Solution Offerings


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TELUS Highlights

THE FUTURE IS FRIENDLY


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TELUS At A Glance

35,000 Team Members

$10 Billion Revenue

Business & Consumer Products

Top-quartile leader among global Telcos

Impressive list of awards

Dow Jones Sustainability Index (9 yrs in a row)

One of the 25 most respected corporations in Canada

2010 Freeman Philanthropic Services Award (1st Canadian Company)

Canadas best diversity employers

Canadas 10 most admired corporate cultures


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TELUS Strategic Imperatives 2000 Present

Provide integrated solutions delivering business value

Partner, acquire and divest as necessary

Build national capabilities ($2B Cap-ex in 2009)

Focus on growth markets, data and wireless

Invest in our business and country ($73B+ invested in past 10 yrs)

We give where we live

Consistent strategy has allowed TELUS to focus on deliveringunique solutions that maximize value for our customers, our

shareholders, and our communities




THE FUTURE IS FRIENDLY

Focus on delivering business value not technology

Trust, integrity and transparency

Our people are our sustainable competitive advantage


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Technology TrendsFinancial Services Sector




Whats Happening in the FS Industry?

Global Financial Crisis

US close to default

Greece, Ireland, Italy..others, close to bankrupt.

Recovery slower than expected despite major investment

What about Canada?

Banks/Insurance report strong profit performance

Gain strength in global markets

Battle for domestic Wallet Share

Protect base from offshore competition & new entrants - Canadian Tire Bank

- Rogers applies for banking license

- Google Wallet announced today




Financial Services Business Strategies

Commonality across the industry:

Deliver Superior Customer Experience

Protect our Intellectual Property (People)

Enhance product and service offerings

Lower Costs and Increase Productivity

Scalable Infrastructure




Emerging Technology Trends

Deliver Superior Customer Experience

Branch of the future

Mobile Banking & Payments

Megasite

Remote Deposit

Peer to Peer transactions

Protect our Intellectual Property (People) Work from home

Remote advisor

Data Mining

BYOD

Lower Costs and Increase Productivity Intelligent offers targeted product offers

Cloud computing

Self Service click to chat

Workflow re-engineering & automation - http://www.youtube.com/watch?v=xFz9ptxkIBU&NR=1
http://www.youtube.com/watch?v=xFz9ptxkIBU&NR=1http://www.youtube.com/watch?v=xFz9ptxkIBU&NR=1


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TELUS Financial Services Strategy


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TELUS Focus Areas

To determine where we will invest, we must understand how ourcustomers and their customers want to communicate!


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The Future Financial Services Consumer

2007 & 2009 surveys of Canadian consumers

Executed by IDC on behalf of TELUS

Objectives:

Provide our clients with current Canadian research targeted atunderstanding the future consumer and their communication preferences

Compare trending in customer expectations (2009 vs 2007)

To better understand the issues our clients are facing in servicing theirever demanding customers

To provide guidance within TELUS as to how to position our solutions tohelp our clients delivering better customer experiences


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TheIntegrated

(10%)

SocialNetworkers

(12%)

On theMove(9%)

InternetSavvy(17%)

Strugglers(11%)

Traditional(20%)

Source: IDC, 2009 Percentages represent distribution of Canadian population

Segmentation based on adoption of technology and communication preferencesseems to be a better way to diagnose customer interaction strategies

Survey Results - 7 New Segments To Consider

UrbanEstablished

(21%)


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Segments Differ Dramatically in Their Communication Preferences

Integrated Social

NetworkersOn The Move

Urban

EstablishedInternet

SavvyTraditional

Strugglers

0

20

40

60

80

100

IM Text E-mail Social Networking Personal Site / Blog

2 Key findings;- Age is not a predictor of communication preference- Key growth segments have defined communication preferences ... isyour Enterprise ready?


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How Do Banks Compare?

105

86

131

144

51

63

140

114

100

123

111105

71

92

97

75

61

101

125

116

93

25

100

175

Integrated Social

Networkers

On The Move Urban

Established

Internet Savvy Traditional Strugglers

Total BMO CIBC Scotia

SEGMENT INDEX SCORE

Note: Index Set To 100 For Each Segment Scores represent relative penetration against index

Source: IDC, 2009


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Trend #1..... Customer Experience Management

Financial Service Organizations are devoting money andresources to improve the overall Customer Experience

Improve quality of service and hence their brand

Retain customers and build loyalty

Increase focus to expand/deepen relationships

Customize and segment their offerings

Sustain long-term growth and strengthen financial performance


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Trend #2..... Flexible Work - What Is It?

Enabling work when and where it is most effective

Remote WorkTeleworkWorkshiftingWorking from homeMobile WorkingPeak ShiftingE-CommutingGreen WorkHome/Near/Off-shoring


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1. Workers prefer it 58% prefer the option vs 32% who prefer to work in the office

Commute times in GTA average 80 mins - longer than NY or LA

2. Its Beneficial for companies Potential employees are attracted to companies who embrace flexible work

Money is the #1 motivating factor for employees seeking work - flexible workarrangements is #2

Employees work harder, are more productive and loyal

3. Flexible work programs are becoming the norm 46% of workplaces currently allow flexible work.

54% of managers who currently dont offer flexible work are willing to do so

Why is Flexible Work So Important?

Harris Decima research tells us....


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The Payoff at TELUS.

TELUS currently employs a comprehensive flexible work

approach that provides a triple bottom line return

People

workforce enabled and 5,000+ home workers daily (1,000+ call centre agents)

Increased morale, decreased attrition/absenteeism, increased talent attraction

13,865 hours of commute time saved

Planet

$122,000 /year in fuel & car maintenance cost savings

CO emissions reduced by 204 metric tons/year

Profit (for TELUS)

40% reduction in real estate and utility consumption 25% reduction in capital build costs

Built in Business Continuity and DR

~$100m in annual savings


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The Business Value ofTELUS Solution Offerings


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TELUS Solution Offerings

TELUS COMMUNICATIONS

LegacyNetwork

Services

PSTNWAN / LANCentrexLong DistanceVoice & FaxServicesCalling CardsVPN Services

NetworkAccess/Diversity

Data CentreInfrastructure

Data Centre HostingServer VirtualizationDesktop Support/Database ServicesHosted Exchange/ OCSStorageSAAS

Business Continuity

Customer ExperienceManagement

Contact Centre TechnologyIVR/Speech AnalyticsQuality and WorkforceMgmtCustomer ExperienceSolutionsWeb IntegrationClick to chat/call

Secure ContractsOff/Near Shore Outasking(Inbound/Outbound Calling,IT and BPO)

Security

Resell of hardwareConsultingManagementVulnerability TestingIdentityManagementResearchManaged F/W

VPN/SSL VPNIDS / IPSPCI Compliance

Health &FinancialServices

Tele-Health HealthSpaceUpopolisAssyst RealEstateAssurePay TaxAnd RemittanceMobile Banking

and PaymentsManaged RetailBanking

UnifiedCommunicationsAnd Collaboration

UnifiedCommunicationsIP TelephonyAudio/WebConferencingVideo Conferencing &TelepresenceWeb Streaming

Digital SignageConsulting, Training

Mobility

Largest &Fastest NetworkMultiplenetworksRemote ABMs

Secure IPconnectivityWAN Back-up

and/orreplacement

Integration and Optimization


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Unified Communications


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Making multiple types of

communications tools workbetter together

Primary Business Drivers

Improving contact managementand productivity - finding theright person or resourceimmediately

Enabling mobile/remote andworkers with the samecapabilities as office workers

Avoiding travel time and costs

Faster decision making throughcollaboration and Integration ofbusiness processes and data(CRM, inventory, productionstatus) with communication tools

Collaborating with customers,partners, and suppliers

The

Aware Network

IP

IP

IP

IP

IP

IP

IP

IP

IPIP

IP

VoiceWorkflowApplications

TeamWorkspaces

Documents& Files

Audio/VideoConferencing

DigitalSignage

Web & DataConferencing

IP

IP

Email

Voice Mail

InstantMessaging

SMS / Text Calendaring

Convergence

Convergence

Convergence

Convergence

What is Unified Communications ?

Web

Streaming


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Canadas Premiere Audio/Video Conferencing Provider

Only full service Coast to Coast

Provider of Advanced Collaboration

Solutions

Over 100 highly trained and industry-certified employees

Full Breadth of Audio/Video Solutions

Complete boardroom design, build,

and integration

Desktop video to TelePresence toaccess to our over 5000 worldwide

public rooms

Managed or un-managed Audio or

Video services

Leveraging over 30 years ofexperience

Polycom CanadaReseller of the year 2008

Platinum Certified Partner

Frost & Sullivan- 2008 NorthAmerican Video ConferencingMarket Leadership Award

Cisco - Global PublicSector Partner of the YearGold Certified Partner

Industry Recognition andCertification

TandbergPlatinum Partner
http://www.cisco.com/en/US/partner/hmpgs/index.html


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Managed Video Conference Services

ServiceLevelAgreements

Reportingand

Optimization

ConferenceServices

SystemImplementation

Services

SystemManagementServices

VideoConferenceSystems

ManagedVideoConferenceServices

Full End-Point Solutions: Desktopto TelePresence

Reliability: Pro-activemanagement, Responsive help

desk, Best practices Consultation,Pre Call Set up, Call launch andproactive monitoring

Easy to deploy: On Demand orHigh Touch Scheduling

Flexibility: Pay per Use, Flat rateplans, Hosted or On-PremiseConferencing infrastructure

Making it as easy as Audio Conferencing


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Digital Signage

Driving efficiency, brand awareness and exceptional customerexperience - all while saving money on posters, travel, training
http://www.cibc.com/ca/focus/spr-10/switch.html?WT.mc_id=IntPBSPOTSTATIC-E40


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TELUS Digital Media Solutions (DMS)

TELUS Digital signage since 2002

Platform Hardwired IP (Cisco), Cellular 3G (Mediatile),

Measurement (CognoVision)

Content partner (Alchemy)

Flat Panels (LG, Sony, Mitsubishi, Samsung)

TELUS Hosted, Software-as-a-Service (SaaS) model

Implementation, Management & Support Equipment, install and network

Partial or fully managed (content and services)

24x7 NOC, content & network expertise

Integration - 30 years A/V experience

Consulting - Strategy, Content, and ROI Exclusive CDN Integrator - Stratacache

Our largest DMS client is streaming video to offices in 40 countries


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Mobility Offerings


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TELUS Key Differentiators

Largest & Fastest network in Canada Cost Control & Cost Certainty

Fully Managed and Integrated Services

Security

Wireless Replacement of Terrestrial Networks


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TELUS National HSPA+ Network Coverage

Largest & Fastest Network in Canada


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Business Applications

Mobile Mortgage Team (Financial Advisors,) Mobile Payments (M-wallet)

Remote ABM Network

Kiosks (PCF Pavillions)

Temporary locations (RSP season)

Flexible Workspace (Hotelling)

Branch Back-up

Wireless Offices (displacement of terrestrial based networks)


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Customer Experience Management


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TELUS Customer Experience Management Overview

Strategy Alignment with Best Practices

Self Serve Knowledge Feedback Surveys

Cloud Monitoring Communities

Agent Desktop Tools E-mail Management Incident Management Chat & Co-browse IVR & Speech Recognition

Knowledge Up sell / Cross sell Analytics Workforce Optimization Manage Agreements & Contracts

We bring together class leading services, applications andinfrastructures..

To enable our clients to achieve industry-leading return ontheir customer experiences, no matter what channel thecustomer chooses to connect

WhyTELUS?


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Solutions Focusing on the Customer Experience

Consulting

Consulting & AdvisoryServices

Contact CentreConsulting

Analysis

Transformation

recommendations

CEM Advisory Future Consumer

Branch of the Future

CEMA

CCS Apps

Contact Centre 3rd

PartyApps

Verint (formerly Witness / Blue Pumpkin) Quality Monitoring

Speech Analytics

Performance Management

Workforce Management

Coaching

NOVO Call Recording

Quality Monitoring

TELUS SSA Hosted IVR

Notifications

Nuance Speech Recognition

Advanced IVR Solutions

Aizan Hosted Voice

CEM

Customer ExperienceManagement

AAS

Agent AnywhereSolutions

TELUS Frontline

TELUS SecureContracts

LiveXchange

Working Solutions

Support Excellence

At Home Agent TELUS International

Flexible Work Styles


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Intelligent Voice Automation

Multi-Channel Agent Desktop

Contact Center Experience

Design

Web Self-Service

Mobile

Chat and Co-Browse

Email Management

Web Experience Design

Support Communities

Innovation Communities

Cloud Monitoring

Social Experience Design

Customer Feedback

Service Sales Marketing

Analytics

KnowledgeFoundation

Enterprise Integration & Extensibility

TELUS Frontline Customer Experience


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Business Value

Retain Your Customers Loyalty Provide a better CE

Monitor & protect brand in the social mediacloud

Garner feedback from Customers

Increase Revenue Cross-sell and up-sell clients

Increase online conversions through live chat andco-browse (up to 20% improvement)

Segmented and leverage targeted emailcommunications

Increase Efficiency Reduce inbound emails by 30 70% (self

service)

Reduce or automate incoming calls by 10 30%(self service)

Reduce AHT (Avg Handling Time) Reduce IT Spend

SaaS model enables quick ROI

No hardware/software to purchase, deploy ormaintain

Fast deployments

2,000+ Enterprise Clients Globally

55% email reduction97% of emails answered in 24 hrs

Saving $1 million per month72% reduction of inbound emails25% reduction in call handle times7X increase in Net Promoter Score

A Software as a Service solution converting paper


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TELUS Secure Contracts

Document Handling

Workflow Engine Digital Signature Enabler

Integration Engine

Functions: Credit Check (Equifax) ID Verification, Legal EntityValidation built right into the agreements

Legal complies with US, Canada and EU laws (Fintrac, IIROC) Secure - hosted by TELUS in a SAS70 compliant, carrier-gradedata-centre

Any Paper Based Process

New Account Opening

Asset Transfers Know Your Client

Account Maintenance/Change

Human Resources

BUSINESS VALUE

Retain Your Customers Loyalty Reduce trips to the branch for simple transactions

On-line self service

Speed to complete transactions (4 days to 1 hr or less)

Increase Revenue Reduce abandoned deals to near zero%

Increase Efficiency

Contract completion time down by 65%

Staff / advisors can handle 2X the transactions

Reduce Costs Avg documents cost $10 to $45, can be lowered to < $2 per

document

SaaS model enables quick ROI (1 to 3 months)

No hardware/software to purchase, deploy or maintain

Paper costs virtually eliminated (purchase, storage, shipping)

Quality of Information Completed documents from 55% to 90%+

Errors down from 40% to 10%

Zero % lost documents

A Software as a Service solution converting paper-based processes to digital, paperless, ones

Over 400 customers in US/Canada


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Security Offerings


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TELUS Understands Security

TELUS and the University of TorontoRotman School of Management jointlydeveloped the largest and mostcomprehensive Canadian study onCanadian IT Security Practices.

Download your copy to gain insight intoyour industry and peers:

http://www.telus.com/securitystudy

Relevant Canadian business content andbenchmarking.
http://www.telus.com/securitystudyhttp://www.telus.com/securitystudy


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TELUS Security Services An Extensive Portfolio

TELUS Managed Security

Services (MSS)

Management andMonitoring Solutions

Managed FW/ VPN

Managed SSL-VPN Managed Intrusion

Prevention

Managed Authentication

Email Protection Service

SecureMail encrypted email

Vulnerability Management

Log Retention & Analysis

Desktop Backup service

Managed NAC (TEES)

TELUS Integrated Security

Services (ISS)

Resale, Architecture &Integration

Log Management / SIEM

Network IntrusionPrevention

Multi-factor Authentication

Email Security Appliances

Network Admission Control

Wireless Intrusion

Prevention Security Testing tools

Firewalls & VPNs

Encryption (disk, mobile)

URL filtering

TELUS Consulting Security

Services (CSS)

Governance, Risk,Compliance (SAS)

Security ProgramDevelopment

Security Program Assessment

Systems and ApplicationSecurity (SAS)

Identity Management

Security Testing

Secure SoftwareDevelopment


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Third Party Validation of our Capabilities.

EndCustomers

Manufacturers

Academia
http://www.nbc.ca/bnc/cda/index/0,2672,divId-2_langId-1_navCode-1000,00.htmlhttp://www.symantec.com/index.jsphttp://www.gouv.qc.ca/portail/quebec/pgs/commun/?lang=enhttp://www.sourcefire.com/


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Summary


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Canadian Financial Institutions are:

Investing in improved customer experience Technology, training, process improvement, bricks & mortar

Reducing Costs/Improving Efficiency Process re-engineering, cloud computing, virtualization, selective outsourcing

Integrating Emerging Technologies to achieve their business

goals