NORTH CANTON, Ohio -- Diebold announced today it is making its Concierge Video Services available to all financial institutions after successful consumer pilots at Missoula FCU and Mountain America CU.
Diebold’s Concierge Video, similar in concept to the uGenius video teller, enables credit unions to visually connect with members to answer questions, fulfill marketing opportunities and process any call center-capable transactions from the ATM.
The face-to-face video interactions piloted at Missoula Federal was the result of a research and development partnership between Diebold and CO-OP Financial Services with CO-OP Financial providing terminal driving capability and network access, and Diebold providing member identification and video services to support video capabilities. The solution can be implemented directly into any Diebold Opteva ATM, which enabled the credit union to pilot the service without making extensive hardware upgrades.
The solution is directly implemented into most Diebold Opteva ATMs and provides consumers with the option to initiate video calls to customer service representatives, in order to complete activities not traditionally conducted during ATM transactions, such as account maintenance, new account setup and savings product renewals. The ability to access immediate 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 credit unions and banks to engage in one-to-one marketing using Diebold's Agilis Campaign Office self-service marketing solution. For example, the software can notify an ATM user about promotional savings rates and offer to connect the user to a representative via video to explore options.
"Real-time video allows interactions once performed by an in-branch teller to be performed at the ATM, offering immediate and instantaneous support," said Mychal Kempt, vice president, North America operations, Diebold. "It provides added convenience and flexibility to consumers, enhancing their overall experience."
