Diebold Reinvents The ATM Experience With Concierge Video Services
Missoula Federal Credit Union pilots new video technology on existing ATMs to enhance member experiences
Diebold and CO-OP Financial Services bring face-to-face interactions to the ATM, as leading credit union in Missoula, Mont., pilots technology to enrich member service.
NORTH CANTON, Ohio, Oct. 23, 2012 /PRNewswire/ -- Connecting automated teller machine (ATM) users with call center representatives right at the terminal, Diebold, Incorporated (NYSE: DBD) is transforming the ATM experience. Diebold Concierge Video Services brings video technology to the ATM to increase efficiencies and add value to self-service transactions. Missoula Federal Credit Union (MFCU), the leading financial institution in Missoula, Mont., is currently piloting the solution, which enables the credit union to visually connect with members to answer questions, fulfill marketing opportunities and process any call center-capable transactions from the ATM.
"Real-time video enhances the ATM experience for both consumers and financial institutions," said Mychal D. Kempt, vice president, North American sales and service operations, Diebold. "Combined with Diebold's advanced one-to-one marketing software, video enables face-to-face interactions tailored to each consumer. Such personal connections were previously available through limited banking channels."
Offering face-to-face video interactions at MFCU's ATMs is the result of a partnership between Diebold and CO-OP Financial Services. Diebold is providing member identification and video services to support video capabilities, and CO-OP Financial Services is providing terminal driving capability and network access.
"Access to video support from the ATM provides greater personalized service and convenience," said Stan Hollen, president and chief executive officer, CO-OP Financial Services. "This is a part of the multi-pronged approach we are taking to teller automation, which includes the CO-OP NextGen ATM, developed in partnership with Diebold, to bring shared branching and greater self-service capabilities to ATMs."
Diebold Concierge Video Services lets financial institutions transform the self-service channel in three key ways: enhanced consumer service, expanded access to financial services experts and advanced targeted marketing efforts. The solution can be implemented directly into any Diebold Opteva® ATM, which enabled MFCU to pilot the service without making extensive hardware upgrades.
With Concierge Video Services consumers can connect via video to a call center representative to obtain support. Consumers are able to address issues that may have historically prevented successful completion of ATM-based transactions. They can also address service issues – such as account maintenance – that are not traditionally offered at the ATM. Immediate access to support at the ATM saves consumers time and enables financial institutions to migrate more transactions to the self-service channel.
Concierge Video Services also allows institutions to engage in one-to-one marketing using Diebold's Agilis® Campaign Office™ self-service marketing solution. For example, the software can remind an ATM user that a certificate of deposit will mature soon and give the consumer the option to connect to a representative via video to handle the renewal and pursue other sales opportunities.
Concierge Video Services will be a hot topic at the ATM, Debit & Prepaid Forum 2012, Oct. 22-25 in Phoenix, Ariz. Diebold will feature the service at its booth, and as part of a panel session, MFCU's Linda Rayfield, senior vice president, will share her perspective on how video can enrich members' ATM experiences.
About Missoula Federal Credit Union
Missoula Federal Credit Union was founded in 1956 and later merged with the University of Montana Credit Union and Northern Pacific Credit Union to become Missoula's leading financial institution. Throughout its history, the credit union has prided itself on providing excellent service and a wide variety of products and services to members. Missoula Federal Credit Union serves members in Lake, Missoula and Ravalli Counties in Western Montana with 6 branches. For more information, visit www.missoulafcu.org.
About CO-OP Financial Services
Based in Rancho Cucamonga, Calif., and founded in 1981, CO-OP Financial Services is the industry leader in access and convenience products for credit unions. CO-OP connects credit union members to their accounts through network, payment processing, eCommerce, shared branching and call center services. With more than 3,500 credit union members, 30 million cardholders, 30,000 surcharge-free ATMs, 4,700 shared branching locations (plus 2,200 Vcom® kiosks) and more than two billion annual transactions, CO-OP Financial Services offers the tools, counsel and leadership to help credit unions prosper. For more information, visit www.co-opfs.org.
Diebold, Incorporated is a global leader in providing integrated self-service delivery and security systems and services. Diebold employs approximately 17,000 associates with representation in nearly 90 countries worldwide and is headquartered in the Canton, Ohio region, USA. Diebold is publicly traded on the New York Stock Exchange under the symbol 'DBD.' For more information, visit the company's website at www.diebold.com or follow the company on Twitter: http://twitter.com/diebold_inc.
SOURCE Diebold, Incorporated