Is there a killer communications application coming from Bank of America? Some banks are talking about mobile phone banking, for example. I wouldn't want to tip our hand.

Are any of your IP phones working as wireless LAN phones? There are around 2,000 of the Cisco wireless IP 7920 phones.

And what is the benefit of these? The benefit of wireless 802.11 technology is analogous to the benefit provided by cordless phones, except with more robust information security control and the ability to continue consolidation of voice and data infrastructures. Currently, the bank uses the 7920s for banking center personnel to have mobility to interact with customers within the retail store environment and still have service customers calling into the store.

Would Bank of America be interested in having the Wi-Fi voice phones work in a dual-mode fashion, handing off the calls to the cellular network at some point? We are exploring the use of dual-band phones as the technology progresses. The integration of these technologies and the ability to reduce the number of devices an associate requires drives it, and it reduces total cost of ownership for hardware.

So on the painful to painless scale, how has this project gone for you personally? I like scales. On a scale where one is completely painless, and 10 is a headache going to the office every morning, I would say it's probably been about a 4. There's certainly been pain because you are going through such a transformation across the magic triangle of people, process and technology. With that said, you are impacting business processes and the way the associates interact with technology. There's been pain in that, but that's been countered by the fact that the technology worked well, and we've had a good solid base to work from; we've had good solid executive support for the program. It's a key enabler for the bank and has been given appropriate support. Hence, we've very much moving forward, full steam ahead.