News

Glory seeks to counter customers' frustration with self-service technologies

The company's newly introduced TellerInfinity device allows the customer to choose how tellers support their transaction.

November 14, 2014

Glory Global Solutions Inc., a provider of comprehensive cash handling solutions, launched TellerInfinity, a new in-branch transaction system, this week at BAI Retail Delivery in Chicago. 

According to a news release from Glory, TellerInfinity works across multiple internal banking networks to performs transactions that are often conducted by tellers, as well as self-service machines, online and other self-service channels. 

Glory used feedback from the world’s top FIs to develop the design features of TellerInfinity, the release said. The device allows the customer to choose how tellers support their transaction.

Moreover, TellerInfinity allows the customer to perform complex self-service transactions — such as mixed check and banknote deposits, exact change provision and “to-the-cent” bill payment — that save time and resources for both the customer and the FI.

Importantly, the technology allows the customer to conduct large, complex or multistep transactions with the backup and assurance of a bank teller, if needed, the company said.

This answers the concern raised by customers in a recent study by Glory, in which respondents most often said that their reason for not using self-service machines was that they preferred to speak to a staff member (33 percent). 

In the study, more than half (54 percent) of participants said they never use self-service technology in their bank, although more than a quarter (26 percent) said that having a staff member on hand would make them more inclined to use self-service for complex transactions such as loan applications.

TellerInfinity offers these customers a “smarter” assisted-service device that independently manages many multi-step transactions quickly, while still offering customers the staff support they require, the release said.

“We’re very excited to launch TellerInfinity and to help support the future of branch banking," said Rick Friese, EVP of sales and marketing at Glory Global Solutions North America. "The new product enables our customers to implement a number of dynamic service delivery models to meet today’s constantly evolving market conditions. ... TellerInfinity helps financial institutions manage customer transactions more quickly and efficiently, freeing up time for staff to dedicate to other customer service channels.