Ubiquitous Digital for Channel Banking: Global Digital Platforms Solutions Vendors, Digital Specialist Edition, 2016
The reality of channel preference is that consumers are opting to spread their interactions with the bank across branch, ATM, online banking, mobile, and the call center (among others). As institutions become more digitally focused they’re looking to unify the customer experience across these access points. Since a series of solutions from different vendors is increasingly hard to maintain and may offer a disjointed customer experience, banks require a digital solution that encompasses a wider range of interfaces.
Digital channels solutions providers are evolving to make a unified digital banking experience more attainable by creating a “digital banking platform.” Celent defines a digital banking platform as:
A solution that includes, at a minimum, a unified and integrated online banking and mobile banking offering under a single platform, but which often includes functionality and extensibility of the user experience to additional channels like kiosks, ATM, or branch.
These platforms aim to become more than just a single channel offering, moving toward a unified experience that operates independently of a consumer device. This “anytime, anywhere” promise of digital channels is moving closer to reality.
In the report Ubiquitous Digital for Channel Banking: Global Digital Platforms Solutions Vendors, Digital Specialist Edition, 2016, Celent examines the market for digital channel platforms. The report begins with an exploration of the market, focusing on taxonomy, state of the industry, and the evolution of platform products. The next sections dive deeper into vendor platforms and provide detailed technical specifications.
This report is one of two that will profile 16 such platforms in detail. This report focuses specifically on six vendors that specialize in digital products and services like digital platforms, digital cores, or omnichannel. The other report focuses on vendors that offer a wide array of products like payments, wealth management, etc.
“Transformation requires significant institutional and technological changes, as well as a clear view of current and proposed end state,” says Stephen Greer, analyst with Celent’s Banking Group and author of the report. “Institutions looking to remain competitive in the future will need to think about how to become digitally mature, and most will find the digital platform to be a critical factor.”
This 88-page report contains 21 figures and 74 tables.