Close To You, Everywhere!

Close To You, Everywhere! Home Office Branch Car Beach Abroad ATM Phone PC Mobile Phone

Building an Electronic "Bank" Investment Credit Cards Insurance Banking Corporate Payments Every New Device and Channel Every New Product and Service Adds Value to our Relationship with our Customer Individual Small & Medium Enterprise Private Banking

PERSONAL BUSINESS E-SHOP TELE-SALES BATCH FILE I V R AGENT bank easypay www.easypay.gr 801-802-803-804 i-mode INTERNET S M S bank for cards INTERNET I V R E-MAIL S M S PHONE CALL ADSL ISDN PSTN BRANCH OFF-SITE

#2 #1 #1 #2 Best Small Call Centers Best Interactive Brand Best web sites FTSE-20/ASE e-banking web sites May 2000 Nov 2001 Sep 2002 May 2004 #1 #2 #1 #1 Best Large Call Centers May 2000 #2 Best e-banking team in Europe Nov 2001 #1 Athens University Of Economics & Business Best Practice (e-business in Greece) Jan 2003 #2 Best web sites FTSE-20/ASE Jun 2004 #2 e-banking web sites Banks web sites e-banking web sites 10/'04 e-banking web sites May 2000 #1 Nov 2001 #2 Feb 2003 #2 BANKeVAL 2004 Oct 2004 #1 Best web sites FTSE-20/ASE e-banking web sites Best web sites FTSE-20/ASE Web Sites Awards May 2000 Apr 2002 Sep 2003 Dec 2004

Banking Technology Awards 2004 ISO 9001:2000 EFQM (European Foundation for Quality Management) Highly Commended #1: Lloyds TSB #3: Deutsche Bank Best Online & Multichannel Banking Team in Europe Certification by TUV Hellas: winbank services Certification by ΕΕ Ε Committed To Excellence in Europe

Α1. Από τη µέχρι τώρα εµπειρία σας πόσο ικανοποιηµένος/η ή δυσαρεστηµένος/η είστε από τις υπηρεσίες που σας παρέχει η winbank; B15. Aπό τη µέχρι τώρα εµπειρία σας, τι δυσκολίες έχετε συναντήσει κάνοντας συναλλαγές µε το win-internet; Πολύ Ικανοποιηµένος/η Μάλλον Ικανοποιηµένος/η Ούτε Ικανοποιηµένος/η Μάλλον υσαρεστηµένος/η Πολύ υσαρεστηµένος/η Προβλήµατα στην σύνδεση µε το wininternet Καθυστέρηση στην εκτέλεση της συναλλαγής λόγω φορτωµένου δικτύου 12% 10% 6% 2% 1% υσκολία στην πλοήγηση στο wininternet Είχε ξεχάσει τον προσωπικό κωδ. ΡΙΝ 4% 6% 38% 53% εν εκτελέστηκε η συναλλαγή 3% Καµµία 80% B21. Εχετε προτείνει την winbank σε κάποιον γνωστό σας; Οχι 14% Α 1% Ναι 85%

9. ΙΚΑΝΟΠΟΙΗΣΗ - ΑΛΛΑ ΚΑΝΑΛΙΑ ΕΞΥΠΗΡΕΤΗΣΗΣ ΒΑΣΗ: ΟΣΟΙ ΧΡΗΣΙΜΟΠΟΙΟΥΝ INTERNET /WINBANK INTERNET (WINBANK) Μέσος Όρος 1,50 1,56 1,60 100 6 2 4 1 4 5 5 6.Ξ/.Α 80 60 27 88 22 89 22 90 ΠΟΛΥ ΥΣΑΡΕΣΤΗΜΕΝΟΣ/H (- 2) ΜΑΛΛΟΝ ΥΣΑΡΕΣΤΗΜΕΝΟΣ/H (- 1) 40 20 61 67 68 ΜΑΛΛΟΝ ΙΚΑΝΟΠΟΙΗΜΕΝΟΣ/H (+1) ΠΟΛΥ ΙΚΑΝΟΠΟΙΗΜΕΝΟΣ/H(+2 ) 0 % 2002 (Ν=165) 2003 (Ν=214) 2004 (Ν=253) Στατιστικά σηµαντικές διαφορές σε ε.σ: *=95%, **=99%

Share of Piraeus Bank s Domestic Money Orders Transactions Stock Trading Bill Payments (ΟΤΕ) 17% 20% 17% 83% Tax Payments (VAT) 80% Soc. Sec. Payments (ΙΚΑ) 83% Soc. Sec. Payments (ΤΕΒΕ) 19% 55% 45% 58% 42% 81% Cards: # of Merchants Cards: Volumes ( ) 7% 13% Piraeus Bank without winbank winbank only 93% 87%

Market Shares Companies Individuals Other Banks 81,70% Other Banks 75,20% Piraeus Bank 24,80% Piraeus Bank 18,30% Active Users Stock Trading Other Banks 82,20% Other Banks 66,70% Piraeus Bank 17,80% Piraeus Bank 33,30%

Product Ownership Differentiation 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Accounts Standing Orders Debit Cards Stocks Credit Cards Loans Piraeus Bank w/o winbank winbank only

Organization Chart winbank Service Development & Cus to mer Suppo rt ΑΤΜ Services Electronic Payments Transactions Internet Banking Phone Banking Mobile Banking Custom Alerts Financial Products Research, Design & Testing Marketing & Promotion Customer Support Operations Off-Site ATM Deployment ATM Revenues Enhancement New Services Development Quality Assurance Business Development Card-Not-Present Payments Mobile Payments Person-2-Person Payments E-Commerce Web Sites Service Development

Organization Chart Project Manager & Quality Officer ήµητρα Πάππου ιεύθυνση Ηλεκτρονικής Τραπεζικής (a.k.a. winbank) Σωτήρης Συρµακέζης Γραµµατεία Βούλα Λαµπροπούλου Οµάδα Ανάπτυξης Υπηρεσιών & Εξυπηρέτησης Πελατών Έλενα Ορφανίδου Οµάδα Υπηρεσιών ATM Τζούλια ουκάκη Οµάδα Ηλεκτρονικών Πληρωµών Κώστας Στιβαρός Research, Design & Quality Assurance Βασίλης Αγγέλης Μιχάλης Ζερβός Θάνος Αµπάζης Κορίννα Σαΐα Γιώργος Καραδήµας Γιώργος Γαβριήλ Promotion Cust. Support Πάνος Ζέππος Γεωργία Πελέκη Νεκταρία Μαραβέγια Operations Ντίνα Κατσιούρα Τάσος Τσούτσικας Βαγγέλης Κούκης Βαγγέλης Λιάπης Όλγα Βεργίνη Business Development Service Development Merchant Support Μάρθα Αγγελή Βασίλης Λούρος Γιώργος ουκάκης Βάσω Καραΐσκου Γιάννης Κιούµης Χρήστος Παπαϊωάννου Αλέξανδρος Ζαλώνης

Vision Create a set of state-of-the-art services that will establish winbank as the BEST "electronic bank" in Greece achieving the highest penetration in Piraeus Bank's customer base. Then, prepare for the soonest possible "elimination" of the Business Unit through its assimilation by the rest of the Bank.

Mission Establish our set of services as "the No.1 thought of the consumer" when it comes to electronic banking Be the first to utilize new technologies, always focusing on optimal customer service Make "anywhere, anytime, anyhow" a reality Make e-banking a new way of life Always augment and improve all offered services Treat each customer personally and provide top-quality customer service Become a sales channel in order to contribute to increasing the Bank's market share

Payments

Consumer Consumer P2P C2G Governmen B2C Business B2G Business B2B

Consumer Consumer Bank Bank P2P Bank C2G Governmen Bank Bank B2C Business B2G Business Bank Bank B2B Bank

Card Not Present Payments Needs shops malls/chains service providers auctions Call Centers Web Sites Electronic bill presentation & payment Peer to Peer Public Utilities Insurance Business To Business Person To Person

Payment Instruments X Bank 4999 9900 1234 5678 FI RST LASTNAME A Bank 5999 9900 1234 5678 FI RST LASTNAME Virtual Account Payment Services Credit & Debit Card Clearing & Settlement Internet Banking paypal-like Payees e-shops billers invoicers persons

Payments through internet banking

2003-2005 Internet Banking: Banking Transactions 80000 Monetary Transactions (without stock trading) Jan 2003 41.570 Jan 2004 60.610 Jan 2005 77.214 70000 60000 50000 40000 30000 Jan-Dec 2004 691.735 20000 10000 0 Non-monetary transactions (count) Jan Jul Jan Jul Jan 900000 800000 700000 600000 500000 400000 Jan 2004 Jan 492.262 2003 334.205 Mar 2005 672.691 300000 200000 100000 0 Jan-Dec 2004 6.912.030 Jan Jul Jan Jul Jan

winbank internet: A Crowded "Branch" Concurent Users 1500 1400 1300 1200 1100 1000 900 800 700 600 500 400 300 200 100 0 Max Concurrent Users / Hour of Day 0 1 2 3 4 5 6 7 8 9 1011121314151617181920212223 1 Jan 2004 31 Dec 2004 1.479 Hour Of Day

winbank internet: Unlimited Tellers! 12000 Concurrent Transactions / Hour of Day 10.157 10000 8000 6000 4000 2000 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 11 Apr 2005

Organize & Settle Financial Issues Send money in real-time to any bank customer Pay the advance payment for weekend's hotel, pay the travel agency etc. Send money to my child in another city or country Automatically pay rental on 1st day of every month Automatically transfer a fixed amount to another account on first working day of the month (pay-day) Set up a payment before leaving for vaction (and be able to modify it later)

Third-Party Payment to same bank s Account

Wire Transfer (Remittance) / Domestic & International

Transfers History

The Viral Effect of Payments Byer Supplier Byer Supplier Supplier Byer Byer Byer Supplier Byer Supplier Byer Supplier Byer Byer Supplier Byer Supplier Supplier

Credit Card Payment (same bank)

Credit Card Payment (other bank)

Tax Payment (VAT)

Tax Payment (Income)

Social Security Payment (Employers)

Social Security Payment (Self- Employed)

Utility Bill Payments (Electricity)

Telephone Bill Payment

Mobile Phone Bill Payment

Non-Government Organization Donations

Massive Payments through file upload

Special payments (vertical / community)

Standing Orders (Direct Debits) Mobile Telephony Cosmote Vodafone TIM Q-Telecom Standard Telephony OTE Tellas Lannet Forthnet Telepassport Insurance ΤΕΒΕ (social/self employed) ING (life, general) Allianz (life, general) Utilities ΕΗ (electricty) ΕΥ ΑΠ (water) ΕΠΑ (gas) Cable TV Filmnet Nova Channel Car Loans Serfin Firen BMW FS Volkswagen Bank Other Alphyra Mobitel Columbia Telecom

Payments through credit & debit cards

Card Payments Card-Present Payments Plastic checking (hologram etc.) Magnetic stripe / POS (on-line authorization) Signature Control ID Checking Card-Not-Present Payments MO/TO (Mail Order / Telephone Order) E-Mail Order World Wide Web (e-shopping) Card Types Credit Card Debit Card Prepaid Card Visa, MasterCard, American Express, Diners, Discover,...

Paying by Card on the Web e-market e-shop e-payment (Internet) Web Browser browsing Virtual POS virtual cart "Issuing" Bank Card Processing Center "Acquiring" Bank Other Paym

Payment Instruments on the Web 100% 80% 90% 60% 40% 20% 0% Credit Card Online Credit Card MOTO 4% 5% Check / mail 1% Debit Card Online 1% Bill Acount Source: Gartner Group

Why Credit Card? 32% 11% 13% 9% 23% 12% Less Expensive Other More Secure Easiest Customer Convenience Better Info

60 50 40 30 20 10 0 9 5 2 15 21 38 60 2005 2004 2003 Card Fraud on the Web Billions of Dollars 1999 2000 2001 2002 Source: Meridian Research

Cardholder Authentication Secure Electronic Transaction (SET) Based on Public Key Infrastructure (PKI) Almost perfectly secure Very difficult for the cardholder to install Expensive for the merchant Died young... 3-D Secure Visa: "Verified By Visa" (VbV) MasterCard: "SecureCode" Liability is shifted to non-compliant party (issuer or acquirer) Easy to install at merchant/acquirer Difficult to deploy to cardholders

Paying by Card on the Web with 3D-Secure e-market (Internet) Issuer s page for password entry e-shop e-payment Web Browser browsing Virtual POS 3-D Secure Directory virtual cart "Issuing" Bank Card Processing Center "Acquiring" Bank Other Paym

3-D Secure: Issuer validates Issuer s page for password entry cardholder Preferrably: One-Time Password

3-D Secure: Issuer validates cardholder Fingerprint is used instead of password

200% increase 3D-Secure (so far) for Verified By Visa transactions (Q3 2004 vs. Q3 2003) $ 5.4 billion total VbV volume, 1/1/2004-30/9/2004 17,000 US-based internet retailers Millions of Cardholders Authenicated transactions: 30% of total Average VbV transaction value: $ 175 compared to $ 90 for non-vbb transactions Enrolled: 2511 card issuers and 123 acquirers Utilized by: 9000 active retail sites Agreements with: 115 technology vendors

bank paycenter Secure, Multi-channel Payments

bank paycenter Customers Channels e-shop : multi-channel winbank paycenter services payments a. Web service b. Redirection transactions Virtual POS INTERNET Call Center Credit Card Standing Orders X1x2 x45 6x7x x94 payment files ON LINE ADMINISTRATION B u s i n e s s Batch File paycenter AdminTool Online/Real-time View of Payments Single-click reversals On-demand transfers of payment files Company s Bank Account

bank paycenter : multi-channel payments

bank paycenter : Admin Tool

bank paycenter : Admin Tool

bank paycenter : Admin Tool

bank paycenter : Admin Tool

bank paycenter : Admin Tool

bank paycenter : Admin Tool

Some winbank-enabled e-shops & websites Electronics Reservations & Ticketing Books/CD/DVD Services Provision

Some winbank-enabled call centers Telecoms Carriers Tourism Services Provision & Subscriptions Ticketing

Some winbank-enabled standing order senders Telecoms Insurance Subscriptions

Customers (companies) WINBANK PAYCENTER 2000-2004 Companies 800 600% 730 700 540% 500% 600 COMPANIE 500 400 300 127% 380 162% 400% 300% 200% ANNUAL INCREA 200 100 64 145 92% 100% 0 10 2000 2001 2002 2003 2004 0%

Volume (payment amounts) WINBANK PAYCENTER 2000-2004 Volumes 45.000.000 41.607.061 700% 40.000.000 600% 600% 35.000.000 30.000.000 500% VOLUME 25.000.000 20.000.000 404% 19.926.722 400% 300% ANNUAL INCREA 15.000.000 182% 200% 10.000.000 5.000.000 0 7.062.693 109% 200.000 1.400.000 2000 2001 2002 2003 2004 100% 0%

Volumes per winbank paycenter service Volume per service type 2,3% 27,6% 7,8% 29,1% 33,2% Call Center V-POS e-shops(redirection) Instant credit Batch File e-shops(xml)

Contribution to Piraeus Bank s business winbank paycenter (Card-Not-Present) vs. Rest of Piraeus (Card-Present) 24,5% 75,5% Piraeus Bank (without paycenter) winbank paycenter

www.easypay.gr

What is winbank easypay? e-payments intermediator Allows payees to collect payments and payers to submit them to payees A virtual till, 24x7, on your PC, on your phone For companies that want to collect through alternative channels but can't or don't want to build their own services For payers that like the ease and speed of remote/self service

What is winbank easypay? Based on existing infrastructure and experience (internet banking, card acceptance) Universal: not only for Piraeus Bank customers (Visa, MC) Revenue Generator: acquiring commission, hosting fee Customer Acquisition: brand new service, specificusp To be integrated with internet banking (transparent access)

Multiple Features Multiple Business Partners Public Utilities (electricity, gas, water ) Standard Telephony (OTE, Tellas, Lannet, Forthnet,...) Mobile Phone Operators (vodafone, Cosmote, TIM, Q) Internet Service Providers (Otenet, ACN, Forthnet,...) Insurance Companies (Life, General) Banks & "Banks" (Consumer Loans, Car Loans ) Chambers, Organizations, Unions (Engineers, Doctors, Lawyers,...) Non-Government Organizations (Unicef, Greenpeace...) Micro-businesses (e.g. advance payments for rooms/hotels) Publishers (newspapers & magazine subscription)

Multiple Features Multiple Payment Instruments Credit Card (Visa, Visa Electron, MasterCard) Debit Card (Visa Electron) Bank Account (Piraeus Bank) Multiple Channels Internet / Web Phone (Call Center) E-Mail / SMS notification of payment

Business Partner Categories Registered Users Entrance

Step 1: Select Business Partner to Pay Business Partner Selection: LANNET Category Selection: Telecoms

Step 2: Define payment due date Registered Users can opt for future-dated and recursive payments

Step 3: Enter Payment Details Direct access option: www.easypay.gr/lannet.pay Selection: pay by card

Step 4: Select Payment Instrument Payment Confirmation

Step 4: Select Payment Instrument Option to pay via Piraeus Bank account

Payments Administration Registered Users can manage all their past, future-dated and recursive payments

Payment to Hotel (e.g. advance payment for reservation)

Payment to Insurance Companies

Payment to Publishers (newspaper subscriptions)

Payment to Publishers (magazine subscriptions)

Donation to Non-Government Organizations ΚΕΝΤΡΟ ΓΙΑ ΤΗΝ ΑΝΑΠΤΥΞΗ ΗΜΗΤΡΑ ΤΟ ΧΑΜΟΓΕΛΟ ΤΟΥ ΠΑΙ ΙΟΥ ΚΑΤΑΣΚΗΝΩΣΕΙΣ ΧΑΡΟΥΜΕΝΑ ΠΑΙ ΙΑ ΧΑΡΟΥΜΕΝΑ ΝΙΑΤΑ ΙΚΤΥΟ ΜΕΣΟΓΕΙΟΣ S.O.S. ΠΕΛΑΓΟΣ ΙΝΣΤΙΤΟΥΤΟ ΚΗΤΟΛΟΓΙΚΩΝ ΕΡΕΥΝΩΝ ΜΟΜ ΕΤΑΙΡΕΙΑ ΓΙΑ ΤΗ ΜΕΛΕΤΗ ΚΑΙ ΤΗΝ ΠΡΟΣΤΑΣΙΑ ΤΗΣ ΜΕΣΟΓΕΙΑΚΗΣ ΦΩΚΙΑΣ monachus monachus

winbank easypay: Admin Tool AdminTool for ΕΗ

MISSION :: IMPOSSIBLE e-possible?!