NORTH CANTON, Ohio, Feb. 25, 2013 /PRNewswire/ -- Diebold, Incorporated (NYSE: DBD) has partnered with a credit union to conduct member adoption testing that enhances the automated teller machine (ATM) experience by connecting users face-to-face with customer service representatives. Mountain America Credit Union, Utah's second-largest credit union and the 29th largest in the United States, is piloting Diebold Concierge Video Services™. The revolutionary service enables Mountain America members to speak directly with the credit union from the ATM to ask questions, review marketing opportunities and complete any call center-capable transaction.
"Whether Mountain America's members have questions, need to resolve an issue or even want to respond to a marketing offer, they'll be able to speak live, via video, with a customer service representative and complete their business on the spot," said Mychal D. Kempt, vice president, North American operations, Diebold. "This represents a whole new way of doing business at the self-service channel."
Serving more than 400,000 members, Mountain America operates 75 branches throughout Utah, Idaho, Nevada, Arizona and New Mexico. The credit union is piloting Concierge Video Services on existing drive-up Opteva ATMs at two Salt Lake City area branches.Implemented directly into Diebold Opteva® ATMs, Diebold Concierge Video Services transforms the self-service channel with enhanced consumer service, expanded access to financial services experts and advanced targeted marketing efforts. During transactions, consumers have the option to initiate a video call to customer service representatives to complete activities not traditionally conducted at the ATM, such as account maintenance, new account setup and savings product renewals. This immediate access to support enriches consumers' ATM experiences and saves them time. The ability to incorporate face-to-face video interactions into ATM experiences is the result of a partnership between Diebold and CO-OP Financial Services. Diebold supports member identification and video services, and CO-OP Financial Services provides network access and terminal capabilities.