Diebold Inc. has partnered with Utah-based Mountain America Credit Union to test member adoption of Diebold Concierge Video Services. The technology enables face-to-face interaction at the ATM, allowing CU members to speak directly with credit union personnel to ask questions, review marketing opportunities and complete any call center-capable transaction.
Implemented through Diebold Opteva ATMs, the service transforms the customer's self-service experience with expanded access to financial services experts and advanced targeted marketing efforts.
During a transaction, the CU member has the option to initiate a video call to customer service representatives to complete activities not usually available at the ATM, such as account maintenance, new account setup and savings product renewals. The result of the ATM-based service is an enriched member experience and time-savings, Diebold said.
"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 of North American operations at Diebold. "This represents a whole new way of doing business at the self-service channel."
A $3 billion FI with more than 400,000 members and 75 branches in Utah, Idaho, Nevada, Arizona and New Mexico, Mountain America is piloting Concierge Video Services on existing drive-up Opteva ATMs at two Salt Lake City area branches. The Mountain America pilot follows a successful trial at Missoula Federal Credit Union walk-up ATMs. The drive-thru pilot will provide additional insight on how to tailor video technology to the varied needs of banking consumers, Diebold said.
The pilot program is the result of a partnership between Diebold Inc. and CO-OP Financial Services. Diebold supports member identification and video services, while CO-OP provides network access and terminal capabilities.
"Bringing video support to the ATM offers financial institutions the ability to enhance their self-service capabilities and improve member experiences," said Stan Hollen, president and CEO of CO-OP Financial Services. "It enables greater personalized service and offers consumers a convenient way to interact in a more meaningful manner with their institutions."
Concierge Video Services also allows institutions to engage in one-to-one marketing using the Agilis Campaign Office self-service marketing solution from Diebold. For example, the software can notify an ATM user about promotional savings rates and offer to connect the user to a representative via video to explore options.
Read more about multi-function ATMs.