RANCHO CUCAMONGA, Calif. – CO-OP Financial Services announced a test pilot this morning with Diebold to provide greater personalized service and convenience to credit union members via two-way video member service on CO-OP’s network using Diebold ATMs.
The service is similar to the one introduced by uGenius at more than a dozen credit unions and banks allowing personalized teller services seven days a week.
“As ATMs continue to provide more capabilities to the user, two-way video support is the next step in ensuring the member can conduct their business quickly and easily,” said Stan Hollen, president of CO-OP Financial.
The new capability is designed to provide credit unions the opportunity to expand the member relationship. The program will also facilitate additional call center services such as transfers and account opening. The member can connect to a call center customer service representative for real-time, “face-to face” interaction via two-way video. The service integrates with either a credit union call center or, for 24/7 member service, the CO-OP Member Center. CO-OP Financial Services will provide the terminal driving capability and network access, and Diebold will provide member identification and video services to support the two-way video capabilities.
CO-OP Financial and Diebold are jointly developing a path toward delivery channel optimization, where sales, additional teller functions and customer service can be migrated to self-service endpoints.
CO-OP and Diebold have been partnering on a number of projects, including a deal for Diebold to offer CO-OP ATM Managed Services, a complete ATM fleet implementation and management suite for credit unions. The two companies are also testing CO-OP NextGen ATMS, which will allow all shared branching customers to conduct all of the same transactions at a Diebold machine, at CO-OP’s headquarters lobby.
