As financial institutions deepen omni-channel reach, they have to accept their growing reliance on telecommunications to facilitate seamless service. It’s no fluke that so many legacy financial institutions are investing in state-of-the-art IT infrastructure. Responsive, agile or ‘cognitively intelligent’ network and IT operations aren’t just buzzwords. Financial institutions are conducting serious assessment of their IT department’s functional capability, operating costs, down time due to system outage and it’s impact on customer retention, impact of speed of processing transaction on customer experience, ability to mitigate