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Omni-canalidad en el sector financiero

En la medida que el Sector Financiero continúa creciendo en cantidad de instituciones financieras, Clientes y transacciones, se hace necesario diversificar sus canales de servicio fortaleciendo los controles, la seguridad y garantizando las operaciones de sus Clientes; es por ello que la tecnología informática ha evolucionado constantemente marcando la tendencia hacia el concepto OMNI – CANALIDAD, la cual consiste en poner a disposición de los Clientes múltiples canales de servicio, como por ejemplo:

  1. Atención por medio de sucursales o agencias propias de las instituciones financieras.
  2. Servicio por medio de cajeros automáticos.
  3. Kioskos de información.
  4. Operaciones y servicios desde Internet.
  5. Operaciones y servicios desde dispositivos móviles.
  6. Alianzas con agentes bancarios facilitando realizar diferentes tipos de operación en un mismo lugar.
  7. Información por medio de redes sociales.

Adicional a lo antes indicado, a nivel internacional ha surgido un nuevo concepto de negocio denominado FINTECH, que son empresas que utilizan la tecnología para ofrecer servicios financieros y que han sido creadas para penetrar el sistema financiero compitiendo con un modelo de negocios basado en productos y canales electrónicos. Estas empresas son competencia directa para las instituciones bancarias tradicionales, están revolucionado el mercado financiero y habilitan servicios y operaciones financieras para facilitarle la vida al Cliente.

Algunos ejemplos de las operaciones que están realizando este tipo de empresas son (pagos y transacciones, gestión de finanzas personales, plataformas de consultoría y comercialización para inversiones, nuevos planteamientos de financiación y concesión de créditos, entre otros).

Una reciente publicación de la empresa internacional TEMENOS, líder mundial en tecnología de información y software especializado para instituciones financieras, indica que existen ejemplos de FINTECH que han demostrado que el concepto está siendo adoptado en todo el mundo, como: (Lenddo, Etoro, Metrobank, Square, Simple, Wealthfront, Traxpay, Lendingclub, M-shwari).

A manera referencial, en el reciente evento denominado CORETIC realizado por la Asociación de Bancos de Guatemala, el Banco de Guatemala presentó la siguiente información.

A la fecha los bancos del sistema han implementado 14,428 puntos de servicio. El 25% son agencias propias, el 50% son agentes bancarios y el 25% restante son cajeros automáticos. En el año 2015, los bancos procesaron un volumen de 12 millones de transacciones por un monto aproximado de 17 millones de Quetzales. También se indicó que aproximadamente 688,000 clientes realizan operaciones desde celular como transferencias, pago de servicios y compra de aire, entre otras.

Lo anterior indica que se está evolucionando hacia una experiencia de usuario multicanal para que los Clientes puedan realizar transacciones, consultas y gestiones desde diferentes medios y en tiempo real.

IDS ha creado un portafolio de soluciones especializadas para el sector Financiero que incluyen el apoyo a la estrategia omni-canal, apoyados por nuestra experiencia de más de 30 años atendiendo el sector financiero. Ayudamos a nuestros clientes a resolver sus necesidades, a innovar y poner su vista en el futuro.


Texto Redactado por:
Alfredo Aldana,
Gerente Regional Soluciones Estratégicas, IDS de Centroamérica, S.A.

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