” The same principle applies to other channels, such as ATMs, which converges with Internet and cellphone banking as account beneficiaries are shared across these platforms. Different channels have access to a central platform housing all of Absa’s client information.

Internet Banking and cellphone banking, for instance, sit on a WebSphere platform, which communicates with the mainframe platform. In this way the relevant information is displayed across the different access channels. INTRODUCING A NEW CHANNEL Whenever a new channel is introduced, like Absa’s 2006 upgrade to WAP-enabled cellphone banking for instance, it is important to make sure it has the same high levels of security as the other channels. The main areas of focus, says Vrey, are device security, network security, and operating system security. “But there must be a balance between security and usability,” Vrey explains, “any new channel must allow the customer to bank safely, but it must also be easy to use.” Another key point, he adds, is ensuring consistency across all channels. “The same terms and phrases must be used, the look and feel should be consistent, so the customer feels comfortable with the new channel.” But before launching any new channel or adding to existing channels, we have to work out whether or not the technology would suit the consumer, whether it would really add value. REACHING