TRENDING: ATM with video technology
AS TECHNOLOGY ENABLES BANK
CUSTOMERS to perform transactions
online or on their mobile devices, banks
also are employing new, enhanced technologies at ATM locations. These technologies broaden their services and link
customers to bank employees virtually.
For example, Bank of America is rolling
out its “ATM with Teller Assist” technology
in select locations across the country. The
system enables customers to speak with a
live teller via a video conferencing platform, according to Ray Ehscheid, SVP of
store design and marketing for Bank of
“In a very small footprint, it is possible
to not only do your basic banking activities, but also to talk about a mortgage or
investment product—or if you are just
curious about some of the things the bank
offers, you can do that with a live teller via
the video conferencing link,” he says.
Similarly, North Shore Bank in Brookfield, Wis., has deployed ATMs that feature
touchscreen video teller technology. It connects customers to a “live” teller in a call
center whose name will immediately
appear to the customer and vice versa.
There are no transaction slips or envelopes,
and the ATMs can dispense exact change
when cashing checks, for example.
“By leveraging human resources in a
centralized area, we have been able to
extend the hours that our customers can
use our services by about 30%, and that’s
just the starting point,” says Susan Doyle,
SVP of retail banking for North Shore.
Customers have found the highly interactive ATMs easy to use. North Shore’s
next deployment will be a drive-up location with a dual-function video teller and
ATM to further engage customers when
and where they want to interact with the
North Shore Bank in Brookfield, Wis., has
deployed ATMs that feature touchscreen video
teller technology, connecting customers to a
live teller whose name appears to the customer
on the screen.
relationship development. Different generations use us differently. We listen to
our customers and gather insight to try to
determine how, when, where, and why they
want to bank, and shape what we’re doing
to their preferences,” says Doyle.
Echoing her comments, Ehscheid says,
Design cues from other markets
“There will always be that element of the
human touch which, we think, is incredi-
bly important. A key element of our bank
design is making sure that the human
experience is upfront, so you will have the
opportunity to interact with self-service
As banks look to soften their image, design-
ers are taking cues from the hospitality and
residential sectors to create warmer envi-
ronments that break down the perception
of stuffy financial institutions and open
lines of communication with customers.
According to Ehscheid, BoA accom-plishes this by paying attention to seemingly minute design details. “We utilize
table lamps, side tables, different carpeting
TD Bank opened its first “one-stop service model” concept store in Baltimore. The Canton Crossing store features a more compact layout,
enhanced ATM technologies, and a staffing model designed to provide customers with financial resources.
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