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Huawei VTM Remote Bank Solution
Content
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Huawei VTM Worldwide Cases
2
Huawei VTM Application Scenarios
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Huawei VTM Solution Overview
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Huawei VTM Worldwide Cases(1/2)
Bank of China, Dec 31, 2012: First commercial
VTM starts service in BOC Shenzhen Branch.
Q1. 2013: KLB commercial launched VTM service
Q2. 2013: LanZhou & Hankou Bank commercial
launch VTM service
Q3. 2013: ICBC, ABC, CBC are commercial trial
Apr. 2013: ChanJiang Bank signed contract of
commercial use
Aug. 2013: CS Bank in Euro signed contract.
Sept. 2013: uBank in South Africa signed contract and apps
2
are being developed
Huawei VTM Worldwide Cases(2/2)
NO.
Final Customer Name
Country
Project Status
Business scope
1st Phase
scale
2nd
Phase
scale
1
Bank of China
China
In-use
Card issuing, card activation, SMS, call banking, and consulting
60 VTMS
200
VTMS
2
KunLun Bank
China
In-use
Corporate and private payment, business consultation,
password changing, card activation, card issuing and bill
printing
2
VTMS
20
VTMS
3
LanZhou Bank
China
In-use
Bank account opening, cash deposit/withdraw, report debit
card lost, reset password, mobile banking, SMS, payment, self
banking, check balance, and money transfer etc.
2
VTMS
30
VTMS
4
HanKou Bank
China
In-use
Card issuing, reset password, check balance, consulting, and
financial investment
2
VTMS
15
VTMS
5
ChangJiang
Bank
China
In-use
Card issuing and bill printing
10
VTMS
50
VTMS
6
uBank
South
Africa
APP
development
Card issuing, financial investment, reset password, , bill printing
and consulting
10 VTMS
30
VTMS
7
CS Bank
Czech
Euro
Sign contract
Account transfer, temporary credit card application, insurance,
and consulting
5 VTMS
20VTMS
More than 60 Banks are interested in Huawei VTM Solution and contact us to construct it.
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Huawei VTM in BOC
Requirements

Too crowd in branch, requiring distribution of counter services.

Existing self-service is for consulting and query. Innovation is needed
to improve real-time transaction and service experience.
Solution

Phase 1: 60 sets VTM; phase 2: 200 sets VTM in 2014.

VTA environment: 20 VTA

5 applications: SMS service, business consulting, phone bank application,
card activation, and card issuing
Customer Benefits
4

Improves e-channel capability and decrease cost

New channel replacing counter service to improve customer satisfaction

Provides card issue application to increase new customer.
Huawei VTM in Kunlun Bank
Requirements

Less branches, requiring more VTMs to improve coverage and service

Corporate and private banking services are needed

Services by different area are needed
Solution

E2E VTM solution with VTA environment, VTM and VTC.

6 applications: Corporate and private payment, Business consultation,
password changing, Card activation, Card issuing and bill printing
Customer Benefits

Short deployment time and low cost

Centralized management and professional service to corporate with
private customer

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Better service quality and customer experience.
Huawei VTM in Lanzhou Bank
Requirements

Less branch, requiring more VTMs to expand coverage and services

7*24 service

New technology innovations
Solution

E2E VTM solution with VTA environment, VTM and VTC.

8 applications: Cash deposit and withdraw, business consultation,
mobile bank subscription, SMS subscription, password changing, card
issuing, fee payment and financial service
Customer Benefits
6

Short deployment time and low cost

7*24 service, improve service quality.
Huawei VTM in CS Bank
Project Status

May 2013, POC started;

August 1, 2013, VTM DEMO test in CS Bank Branch;

VTM is provided with 6 business services: short-term
credit card applications, billing business, account
transfers, travel insurance purchasing, balance
inquiries, video teller consultation;

A professional market research consultant was hired
for trial to collect customer data model, summarizing
market reaction and experience;

One-month trial period to conduct research on the
400 clients, with customer satisfaction of 80%.
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Content
1
Huawei VTM Worldwide Cases
2
Huawei VTM Application Scenarios
3
Huawei VTM Solution Overview
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A revolution of financial service ideas
Counter services

Customer relationship
maintenance

Remote wealth
management terminal

Up-sell
Remote teller
machine

Professional service consulting
for high-end customers

Oriented to common
customers, alleviating the
pressure of counter services
24/7 services

The existing branch staff can focus on the high-level customer communication and marketing.

Comprehensive counter business, providing 7 *24 services

VIP offices provide professional financial services to customers
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VTM In-branch
VTM: Self-service channel , dispatching counter business, relieving counter
pressure, and releasing counter staff to reduce human cost.
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VTM Off-branch
VTM: 24-hour self service, covering 90% of the counter transaction for
private or enterprise customers
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VIP Room
Focus on VIP customers, while financial expert services cover all branch. VIP customers are provided with consulting,
investment and other financial services
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Proposed VTM Scenarios in the Future
1. Auto 4S
2. Enterprise
3. Residential areas
4. Mobile banks

Car Loans

Salary Card Issuing

Insurance

Comprehensive services

Car Insurance

Enterprise Transfer

Financial Services

Services anywhere,

Financial Consult
Payment( identified by Ukey)
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anytime
Content
1
Huawei VTM Worldwide Cases
2
Huawei VTM Application Scenarios
3
Huawei VTM Solution Overview
14
Trusted Remote Bank Solution Provider
2011 Beijing International Financial Exhibition
Special Recommend Prize

Since 2009, discussion with global TOP bank and VTM conception was proposed

2011, at CIFTEE, VTM was released and awarded with“Special Recommend Prize”

Relying on Huawei's mature ICT system, a special VTM team was build and dedicate services have been provided

2012, Project was launched in BOC
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VTM Remote Bank Solution Overview
90%
Counter Transactions
Open an account
Remittance
Counter integration
Inquire
Video convergence
Consult
Check
Cloud collaboration
7*24h
Mini Branch
VTC
VTM
VTA
Huawei eVTM Solution
Airport
Hotel
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Suburb
Community
Shopping mall
VTM Solution At a Glance
VTA (Virtual Teller Agent )

Centralized teller deployments

Centralized service processing
VTM (Virtual Teller Machine )

Machine where customers
VTC (Virtual Teller Center )
have their services handled


Various VTM models

supported
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High-definition (HD) video calling(1080P)
Centralized service processing platform
VTC Overview
The VTM system allows remote tellers
to assist VTM users in handling services
V
as face-to-face counter experience. The
Provides video call setup, recording,
snapshot, and call transfer functions.
Supports third party (for example,
service director to review authorization)
access.
VTC system delivers counter-like
experience to users and provides highly-
Assigns tellers at different levels and with
efficient, differentiated services.
T
different skills based on the service type to
ensure optimal quality of service (QoS).
C
Delivers counter-like experience with
desktop sharing, remote control, and
file transfer.
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HD video, face-to-face counter-like experience
HD
Real experience
Integrating Huawei HD video technology

HD video calls, with
smooth display of
dynamic image
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
True-to-life, faceto-face experience
Service assistance for increased customer perception
MCC
MCMS
Databa
se
MS
Assisting in filling out bank forms

A remote teller can help a customer fill out or
modify information on the bank form.
Promoting products

A remote teller can push information directly to
the VTM's screen and introduce the banking
products (especially, wealth management) to
customers with the help of advanced auxiliary
tools such as a laser pen.
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Intelligent assignment for better services
Unified queuing
Wealth management
specialist
Remote teller

Multimedia collaboration
management system
For customers who have their services handled on the VTM, if
they are waiting for remote tellers' assistance, the system
automatically queues customers following the policy of "first
come, first served" and assigns appropriate remote tellers. One
teller can operate several VTMs, which maximally saves labor
cost.
Video server
Media control center
Call access
system
Intelligent routing

Receiving wealth
management
service
Opening an
account
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The system automatically selects an appropriate service handler
based on the type of service to be handled. For example, when a
customer selects a wealth management service, the system
automatically connects the customer to a remote wealth
management service teller; if the customer selects a similar
wealth management service again within a certain period of time
(which is configurable), the system automatically connects the
customer to the same teller.
VTM1000
document scanner
HD video
ID card reader
A4 receipt
acceptance
Fingerprint scanner
A4 receipt printer
Card reading and
issuing module
IC card reader
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Massive and quick VTM rollouts, achieving functions of mini branches
Integrated, function-rich solution


Shortens the construction period greatly compared with
common bank branches (a single VTM functions as a
mini bank branch).
Applies to multiple scenarios, such as office buildings,
residential communities, 24/7 self-service banking
kiosks, and existing bank branches.
Diversified services

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Provides a rich set of functions, such as applying for a
new bank card, performing wealth management,
withholding payment using a bank card or an IC card,
conducting third-party deposit and management
services, processing cheque services, and activating
or changing a mobile/online banking service.
24/7 counter-like experience, quickly improving customer satisfaction
and increasing transaction volume
Face-to-face experience, improving customer
satisfaction

Requires only lightweight development to integrate audio and video services on the
VTM, without the need to purchase any third-party video servers.

Provides unified routing and management and supports video interactive voice
response (IVR) and agents to reduce potential SI risks and improve system reliability.
24/7 counter-like service, increasing transaction
volume

Migrates traditional counter services to the VTM, greatly reducing customers'
waiting time and thereby increasing the transaction volume.
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Centralized, professional, and remote counter services, reducing
operating expense
Centralized operations

Centralized, remote operations
1/3 tellers of the original total
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Processes service requests
centrally at the back-end processing
center, which reduces the site rental
fees, operating costs, and labor
costs of bank branches.
Professional service handling

Assigns different service requests to
the most appropriate professionals,
which is more efficient than traditional
methods in which one teller has to
handle various types of service
requests, thereby greatly improving
customer satisfaction.
Customer Benefits (3/5): low deployment costs
Three-year TCO comparison between 10 counters and 10 VTMs
Basic Information
Bank Branch
VTM
60
Number of
counters/VTMs and
business area
100
300
600
10 counters, 300 m2+
10 VTMs, 80 m2
Employee
configuration
At least 20 employees (8 working hours/day):
Director: 1
Account /Cashier: 2
Reception manager: 2
VIP/Financial management specialist: 2
Business manager: 1
Teller: 12
3-5 remote tellers (8 working hours/day)
Service area
Cash zone, non-cash zone, self-service zone, VIP
area, financial management area, waiting zone, and
reception manager counter
Remote teller office and self-service
zone.
Infrastructure
1. IT devices: computer, banknote counter, printer,
queue machine, electronic screen, TV, self-service
equipment, bill sorting machine, and LED screen,
and so on
2. Security devices: bullet-proof glass, security
doors, video surveillance, alarm device, safes, and
firefighting devices, and others
3. Routine O&M: water, electricity, consumables,
and daily bank escort services, and so on
1. IT devices: 10 VTMs, servers, and
remote tellers' computers
2. Security devices: small amount of
security and firefighting devices
3. Routine O&M: water, electricity,
consumables, and bank escort
services if necessary.
3 to 6 months, or even longer
1 to 3 months
58%
60
60
60
150
 One-off investment
 Employee costs
 Rent fees
 Routine O&M costs
 Network communications costs
(Unit: CNY)
300
200
Bank branch
VTM bank branch
Deployment duration
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Comparison between the VTM and traditional service channels
Item
Bank Branch
Video ATM
Internet
Banking
Telephone
Banking
Mobile Banking
VTM
Face-to-face service

(Low Definition)



(HD)
Interaction and
collaboration






Service type
Diverse
Poor
Diverse
Poor
Minor
Diverse
Differentiated service






User experience
Good
Poor
Poor
Poor
Poor
Good
Opening time
7*8
7*24
7*24
7*24
7*24
7*24
Transaction security
High
Moderate
Low
Moderate
Low
High
Deployment duration
Long
Short
Short
Short
Short
Short
O&M cost
Very high
Low
Low
Low
Low
Low
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HUAWEI ENTERPRISE ICT SOLUTIONS A BETTER WAY
Copyright©2012 Huawei Technologies Co., Ltd. All Rights Reserved.
The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product
portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the predictive
statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any time
without notice.