NORTH CANTON, Ohio
Oct. 23, 2012
/PRNewswire/ -- Connecting automated teller machine (ATM) users with call center representatives right at the terminal, Diebold, Incorporated (NYSE: DBD) is transforming the ATM experience. 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), the leading financial institution in
, 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," said
Mychal D. Kempt
, vice president, North American sales and service operations, Diebold. "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."
Offering face-to-face video interactions at MFCU's ATMs is 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.
"Access to video support from the ATM provides greater personalized service and convenience," said
, president and chief executive officer, CO-OP Financial Services. "This is a part of the multi-pronged approach we are taking to teller automation, which includes the CO-OP NextGen ATM, developed in partnership with Diebold, to bring shared branching and greater self-service capabilities to ATMs."
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 successful completion of ATM-based transactions. They can also address service issues – such as account maintenance – that are 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.