News

Canadian bank first to introduce interactive teller ATMs

August 28, 2012

FirstOntario Credit Union, based in Hamilton, Ontario, has become the first Canadian FI to deploy NCR APTRA Interactive Teller, which enables customers to talk live to a remote teller at the ATM.

Two-way video conferencing integrated within the ATM lets FirstOntario's members talk to and see a teller who can remotely drive an ATM transaction from a central location, guiding members through typical in-branch transactions via the ATM screen. Services offered include deposit, withdrawal, check cashing, loan payment, cash advance, and booking appointments with branch staff.

"We pride ourselves on personal service and we wanted to bring that to the ATM to allow our members to get instant personal service when they want it," said Dave Schurman, executive vice president and COO at FirstOntario. "It expands our services and hours of operation, and enhances the functionality at the ATM by allowing members to conduct most of the transactions they would do in the branch right at the ATM screen with a live teller still driving the transaction for the member."

PATs are located at six FirstOntario locations and will be available at four additional locations by the end of the year. Besides interactive teller, Canadians will soon also have access to intelligent deposit — a no-envelope technology that will soon to be released in Canada.

"Financial institutions in Canada are under pressure to improve front-end productivity in their branches, freeing up staff to improve service delivery and generation," said Linda Fitzgerald, president of NCR Canada. "They're competing for more revenue and consumer loyalty, while reducing operational costs."

For more on this topic, visit the multi-function ATM research center.