LAS VEGAS -- Oracle Corp. unveiled new delivery channels for the financial services industry, including Internet Bill & Pay, intelligent ATMs and comprehensive call center solutions, at the Bank Administration Institute (BAI) Retail Delivery '98.
Financial institutions have had difficulty providing a set of consistent customer interactions across various delivery channels because these channels, including ATMs, PC/Internet banking, call centers and branches, normally operate using separate, often proprietary networks. Delivering personalized marketing messages, or information such as up-to-the-minute account status, to customers through disparate delivery channels has been a major challenge because these have not been linked to back-end systems.
Oracle's vision for the front office includes enabling devices such as ATMs, smart card terminals, cellular telephones, and PDAs (like the PalmPilot) to serve customers better by being armed with customer-specific information. While ATMs are the most widely used delivery "device" in financial services today, most of them operate using proprietary, separate networks. ATMs, therefore, have not been an ideal conduit for capturing customer information and feeding it back into the enterprise, or for returning personalized information to customers.
As a step toward enabling intelligent ATMs, Oracle and Diebold are working on combining the open TCP/IP-based architecture of Diebold's ATMs, software and services with Oracle's full financial services solution suite. The result would enable financial institutions to utilize their ATM networks as a more robust, open delivery channel capable of delivering one-to-one marketing messages in real-time, distributing a new range of products and services, passing customer and transaction information back to the enterprise, and improving overall customer care.
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