outlink processing services

OutLink Processing Services

Presented by Shelba Murphy – Solution Specialist Manager

Guest Speaker – Scott Whisman – General Manager Corporate Services

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© 2015 Jack Henry & Associates, Inc.®

• Topics:

− Disaster Avoidance Concepts

• Outsource Center Coverage

− Allen Data Center

− Charlotte Data Center

− Lenexa Core Director Data Center

− Item Processing Centers

− Print Centers

− Synergy Express Center

− jhaCall Center™

• Customer Service

• Summary

• Discussion

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Services Offered|


3

Disaster Avoidance Concepts |


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In the outsourcing business since 1995

About OutLink |


• OutLink is our outsourcing business.

• We process for:

− 805 financial institutions which represent $308B in assets.

− 62 banks and 4 credit unions with over $1B in assets.

• OutLink consists of:

− Three core processing centers

− Three print centers

− Four check image keying and balancing centers

− An enterprise content management center

− jhaCall Center™

328 348 364 387 409 427 473 514 539 557 568 577 604 611 6210 2 8

3137

4851

5766 88 106

127163

168 184

0

100

200

300

400

500

600

700

800

900

2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016YTDBanking Clients CU Clients

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OutLink Overview |


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OPS

OPS

OPS

OPS

OPS

OPS

OPS

OPS OPSItem Processing Core and more

OPS

OPS Synergy Express

OutLink Locations |


• OutLink is simply a different delivery method for our products.

• Our OutLink customers:

− Have the ability to utilize the same features and products as in-house

customers.

− Receive full product support for federal regulatory changes, and for industry-

driven services and features.

− Work with the same support personnel that our in-house customers utilize.

− Receive the same levels of superior service that define our Company.

− Are processed on the same version our in-house banks utilize.

− Can use a third party provider for services we do not offer.

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OutLink Overview |


• We are your data center! We allow you to focus on the

business you know best – the business of banking.

− We provide you with the ability to deliver technology solutions to

your customers.

− We manage regulatory compliance.

− We manage disaster recovery.

− We enable a predictable cost model for budgeting.

− We offer a single point of technology focus.

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OutLink Advantages |


• We take total responsibility for all computer

operations activities.

• At the same time, you have full control over products,

cycles, and user security and management.

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OutLink Advantages |


• Formalized policies and procedures across all operations.

• SSAE16 Type 2 examinations

− A “Big Four” external audit firm conducts annual review of all core

applications and core processing sites.

− This report is provided as part of our service to JHA customers.

• FFIEC joint regulatory team reviews OutLink annually with

complete examinations on eighteen month cycles.

• JHA Internal Audit reviews every processing site annually.

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OutLink Best Practices |


Financial Institution’s comments who have moved to OutLink:

• “Outsourcing helps us manage costs and avoid surprises…”

• “Outsourcing helps us do a better job of managing compliance…”

• “Replacing staff has become a non-event for our institution…”

• “We no longer worry about providing our own core disaster

recovery…”

• “We now have much more time to focus on building our

business…”

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Why do financial institutions outsource? |


• Three Core Processing Centers

− Allen - Silverlake

− Charlotte - CIF 20/20

− Lenexa

• Core Director

• Recovery Site

− Branson

• 805 customers live

− SilverLake: 218

− CIF 20/20: 333

− Core Director: 54

− Cruise: 70

− Episys: 1140

100

200

300

400

500

600

700

800

900

Banks Credit Unions

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OutLink Core Data Centers |


“In to Out” Migrations |

1119

2518 21

6

27

26

25

2525

20

0

10

20

30

40

50

60

2011 2012 2013 2014 2015 2016(YTD)

BanksCredit Unions


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Allen Data Center |


• Top-tier data center built in 2012

with significant structural and

infrastructure enhancements

• Continued focus on change control

− Physical change control for items such

as deployment and cabling keeps

environment operationally sound

− Logical change control utilizing

products such as Turnover facilitates

structured testing and production

transition

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Allen Facility |


• 11.1 mm accounts processed nightly

• 99.999% processing success

• Outstanding system availability –

stable and consistent

• IBM iSeries systems

• Fully protected by generator and

UPS backups

• Redundant communications and

power capabilities

• State-of-the-art processing

environment

19

0

10,000

20,000

30,000

40,000

50,000

60,00053,639

0 0

Core Processing Performance Jan 2015 - Dec 2015

Allen Data Center |


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Charlotte Data Center |


• 6.2 mm accounts processed nightly




• IBM iSeries systems

• Fully protected by generator

and UPS backups

• Redundant communications

and power capabilities


environment

21

0

20,000

40,000

60,000

80,000

100,000 83,687

5 0


Charlotte Data Center |


• Data Center is 2,000 square

feet in secure controlled-

access facility

• Communications cabling

above equipment while power

feeds are below floor

• IBM iSeries POWER7 has 21

processors currently with

processing capacity to support

foreseeable future growth

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Charlotte Facility – CIF 20/20 Data Center |


Telecommunication

infrastructure includes:

• Significantly increased internet

bandwidth with multiple carriers

• Full router redundancy and

protection

• Capacity to accommodate

future growth

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Power infrastructure includes:

• Dual feeds from grid

• 1,500 kw generator

• UPS

− All equipment is supplied through two

power feeds

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Lenexa Core Director Data Center |


• Over 690,000 accounts

processed nightly




• IBM xSeries virtualized systems

• Fully protected by generators and

UPS backups

• Redundant communications and

power capabilities


environment

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02,0004,0006,0008,000

10,00012,00014,000

13,423

0 0


Lenexa Data Center |


• Our Lenexa Data Center team is

solely focused on our customers

and their needs

• Our data center staff consist of

several staff members with over

20 years experience, many others

with 5-15 years of experience and

a few newcomers. In this

business…we are very good

at what we do!

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Lenexa Data Center Staff |


• Critical systems are

monitored around the clock!

• These systems include:

− PassPort, NetTeller, jXchange,

and InTouch … plus 12 other

critical systems

• Messages are delivered

to our support staff by

email or text.

To: 972-555-5555

ATXP03 Job has a Message Wait status.

Date: 6/25/2013 3:06:58 AM

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Environment Management |


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OutLink Client Portal |


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• Comprehensive telephone support and

customer service solution

jhaCall Center™ |


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• Software In-House – GA 2012

• Software fully hosted – GA 2014

• Services – GA 2013

• Center location is Springfield, MO

• Disaster Avoidance in

− Monett

− Branson

• Customers by year

− 2011 = 1

− 2012 = 1

− 2013 = 5

− 2014 = 16

− 2015 = 24

− 2016 YTD = 38

0

5

10

15

20

25

30

35

Customers

2011

2012

2013

2014

2015

2016 YTD

jhaCall Center™ |


• Software

• Your bank uses our call center software

• Services

• Full call center outsourcing

• Overflow services

• After-hours call center services

• Select Services – event assistance

• 24/7 call center outsourcing (April 2015)

• DR/BCP options

• Full business – operations outsourcing

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jhaCall Center™ - What is it? |


• 7 a.m. - 5 p.m. Daytime Support

• Full Call Center Outsourcing or Overflow support

• 5 p.m. – 11 p.m.

• After-hours support

• 24 x 7 263 Days a Year

• Sundays and holidays are available

• All holidays excluding Thanksgiving and Christmas

• Disaster Recovery Services available

• Select Services

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jhaCall Center™ - Services |


• Answer general customer inquiries• Account balance

• Transaction history

• Statement inquiries

• Reset online banking credentials• Assist with first time login

• Walk thru MFA setup

• Internet Banking assistance • Navigation

• High level technical assistance

• ATM/Debit card assistance• Card status change

• Request new card

• Pin mailer

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• JHA Call Center Services includes management reporting,

call recording and monitoring, and customer service

outbound calling.

• Our program allows you to customize services to your

requirements.

• Management Reporting

• Call Recording and Monitoring

• Quality Support Services

• Complete customer support from call center agents.

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• During events that create increased call volume

• Core conversion

• Merger and acquisition

• Online Banking Change

• ATM/Debit Card re-issue or compromise

• Duration can range from 2 weeks to 4 months or more

• General or targeted support is available

• General inquires

• Targeted online banking support

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jhaCall Center™ - Select Services |


• Monthly Call Grading

• 12 calls per month for new agents

• 8 calls per month for existing agents

• Agents must maintain a call score of 85 or above

• Call Calibration

• Monthly Coaching Sessions

• Agent Incentive Programs

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jhaCall Center™ - Quality Monitoring |


• OutLink enhances your complete support experience

• You contact JHA through a voice line or through the

Client Portal.

− JHA Support Departments provide software support.

− OutLink Data Centers provide assistance with operational issues and

scheduling.

− CRM (customer relationship manager) facilitates “getting things done”

within JHA – they are your advocate for your financial institution.

− Over 345 associates in OutLink “run your business” and we leverage our

entire company to support your ongoing needs and your future goals

“OUR BIGGEST DIFFERENTIATOR IS SERVICE…”

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OutLink Support Experience |


• We are the foremost provider of outsourcing services to

the financial industry in America.

• We are not “just” a service provider; we are a business

partner to your institution.

• We don’t just talk about great service – we deliver it.

• And we do it all the way it should be done…Consistently,

Effectively, and Soundly.

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Summary |


• Shelba Murphy – Solutions Specialist Manager

• [email protected]

• 417.489.4934

• Upcoming Branson Mountain Tour Dates:

May 19,2016

June 9, 2016

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Summary |

mailto:[email protected]


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Discussion |

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