EXPERT FORECAST : BANKING AND FINANCE
Oshadha Ranaweera , Manager for Connectivity and Network Services at Somerville
experience performance and latency issues . One way to do this is by making sure that the connection or path between the branch or contact centre , and where the software is hosted , is as short and optimised as possible .
It is also increasingly important that branches and contact centres are supported by resilient telecommunications connectivity . Ideally , they should have access to redundant data links from separate providers , such that if one link is suffering from latency problems or disruption , traffic can be automatically switched over to an alternate link , so that the performance of applications in the branch or contact centre is maintained The same focus on connectivity can benefit the employee experience at financial institutions , in addition to the customer experience . It follows that branch and contact centre staff benefit from having reliable access to mission-critical applications they need to access for customer transactions , in much the same way that customers do : if the whole interaction they have with customers is frictionless and time-to-serve can be reduced , customers are more likely to
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