Interactive tellers
One of the technology enablers is the interactive teller, which incorporates video. This has taken off in the US and is now starting to be adopted elsewhere as well. In fact, the use of video on ATMs isn’t new and some US banks tried this more than a decade ago, but it never took off. What seems to have changed is the technology itself, plus the greater cost pressures.
One bank to introduce video-enabled ATMs has been
Pittsburgh-based Dollar Bank, which has around 60 branches and is the largest independent mutual bank in the country. It was under pressure from the large national banks. Many of its branches are in shopping malls, which were being used by the bank’s customers from 7am to 10pm. In the last few years, it has responded by opening ‘drive thru’ branches, with multiple drive-thru lanes, walk- up ATMs, drive-thru ATMs, drive-up night depository, safe deposit boxes, and loan centers manned by lending specialists to assist individuals and businesses. In 2012, it introduced video tellers, with both drive-thru and walk-up options, with the teller able to remotely control the machine and guide customers through most branch transactions. A camera transmits the customer’s image to the teller at the bank’s customer service center in Pittsburgh and that teller’s image is transmitted to the ATM. The service is available from 8am to 10pm, Monday to Saturday. NCR’s offering, which is used by Dollar Bank, was launched
in 2011 and is based on software from uGenius Technology. NCR acquired its Utah-based partner in early 2013, having previously had a minority stake. A flagship interactive teller customer for Wincor Nixdorf is
BBVA Compass and it is notable that here is a Spanish bank that has opted to have its US operations as the testing ground for this technology, within a drive-thru model. There was a pilot at three locations in Houston in 2013, linked through to its call center in San Antonio, and others have been rolled out since then. According to BBVA Compass, the pilot saw nearly 93 per cent of customers say they “liked” or “loved” the service, with 96 per cent saying they would use the unit again, while nearly 90 per cent would recommend the service to a friend or family member.
This type of technology opens up new opportunities. For
instance, FirstOntario Credit Union has been implementing interactive tellers in a number of hospitals in the Niagara Falls area, providing services which are far more suited than in the past to the varied hours kept by hospital patients, staff and visitors. Similarly, FirstCapital Bank of Texas has been rolling out lobby and drive-thru interactive tellers, in part influenced by the fact that many of its customers are shift workers on the state’s oilfields.
At the top end of the banking scale, Bank of America has also been an advocate of the new style branches. It
US Financial Services Technology Market Report |
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began rolling out video-enabled ATMs in 2013, starting at an outlet in Boston and offering remote teller services from 7am to 10pm on weekdays and 8am to 5pm at the weekend. It now has the technology in around 60 locations. Again, it is using NCR devices, powered by the uGenius-derived technology.
Raleigh-based Coastal Federal Credit Union was one of the first institutions to adopt video-enabled tellers and today all of its machines have this capability, with 40 per cent of customers being served outside of traditional branch hours (the services are available from 7am to 7pm), with reduced teller costs of 40 per cent. Another enabler, alongside video, is the tablet which
allows in-branch staff to come out from behind the counters and interact with customers, bringing improved service and the chance to cross-market. Those tablets can control the ATMs, so staff can guide customers through their transactions. Interactive tellers, whether with guidance from remote or in-branch staff, can help the adoption rates. For instance, a tablet-enabled staff member could take a customer out of a queue and guide them through using an ATM for making a deposit for the first time.
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