Diebold Incorporated, a major player in providing integrated self-service delivery and security systems and services, is transforming the ATM experience by connecting automated teller machine (ATM) users with call center representatives right at the terminal.
Officials with Diebold said Diebold Concierge video services brings video technology to the ATM to increase efficiencies and add value to self-service transactions.
Missoula Federal Credit Union (MFCU), a financial institution in Missoula, Mont., is currently piloting the solution, which enables the credit union to visually connect with members to answer questions, fulfill marketing opportunities and process any call center-capable transactions from the ATM.
"Real-time video enhances the ATM experience for both consumers and financial institutions," Mychal D. Kempt, vice president of North American sales and service operations at Diebold, said in a statement.
"Combined with Diebold's advanced one-to-one marketing software, video enables face-to-face interactions tailored to each consumer. Such personal connections were previously available through limited banking channels," said Kempt.
Face-to-face video interactions at MFCU's ATMs are the result of a partnership between Diebold and CO-OP Financial Services.
Diebold is providing member identification and video services to support video capabilities, and CO-OP Financial Services is providing terminal driving capability and network access.
Stan Hollen, president and chief executive officer for CO-OP Financial Services, said access to video support from the ATM provides greater personalized service and convenience.
"This is a part of the multi-pronged approach we are taking to teller automation, which includes the CO-OP NextGen (News - Alert) ATM, developed in partnership with Diebold, to bring shared branching and greater self-service capabilities to ATMs," said Hollen.
Diebold Concierge Video Services lets financial institutions transform the self-service channel in three key ways: enhanced consumer service, expanded access to financial services experts and advanced targeted marketing efforts. The solution can be implemented directly into any Diebold Opteva ATM, which enabled MFCU to pilot the service without making extensive hardware upgrades.
With Concierge Video Services, consumers can connect via video to a call center representative to obtain support. Consumers are able to address issues that may have historically prevented the successful completion of ATM-based transactions. They can also address service issues – such as account maintenance – not traditionally offered at the ATM.
Immediate access to support at the ATM saves consumers time and enables financial institutions to migrate more transactions to the self-service channel.
Edited by Braden Becker