EMERGING PARADIGMS

1
EMERGING PARADIGMS

• Session 8 1635 - 1700
• Dr. Deepak B Phatak
• IIT Bombay

2
OVERVIEW

• Business In The 21st Century
• Call Centre Management
• Challenge For Banks And Financial Institutions
• The Road Ahead

3
BUSINESS IN THE 21ST CENTURY

• Customer May Not Physically Visit
• Service At The Customer Doorstep
• Brick And Mortar Ops, Cost Issues
• Locational Transparency
• New Delivery Mechanisms
• Innovative Ways To Cut Costs
• New Businesses Get Incorporated

4
BUSINESS IN THE 21ST CENTURY

• Internet Commerce Will Proliferate
• Smart Card As The New Basis Of Payment System
  Standard
• Organisations Will Develop A Digital Nervous
  System
• Corporate Knowledge Will Grow And Will Be Shared

5
BUSINESS IN THE 21ST CENTURY

• Location Basesd Wage Advantages Of Knowledge
  Workers Will Be Further Exploited
• Tele Processing
• Medical Transcriptions
• Digitisation Of Drawings
• Software Development Support

6
CALL CENTRES

• 24x7 Help Desks
• Large Number Of Operators, Telephone Lines,
  Access To Information
• Take Calls
• Extract Necessary Information From Multiple Data
  Resources
• Solve The Problem
• Need Complete Integration Of All Corporate
  Distributed Applications

7
CALL CENTRES

• Examples
• Citibank Card Centre
• Provides Relationship Information
• GE Call Centre At Gurgaon
• Uses Local persons To Support Global Operations

8
NEW CHALLENGES

• Modern IT Usage Must Become Second Nature To
  Every Employee
• Demand For Customised Financial Products Will
  Increase
• Sustained And Focussed Investments In IT
• Where Do We Stand At ICICI ?

9
THE ROAD AHEAD

• Towards A Developed Nation
• - Dr. A. P. J. Abdul Kalam
• Let The Force of Modern I.T. be With You!