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Looking to lengthen branch hours and increase transaction speed while containing staff costs, the Pittsburgh area bank is deploying new ATMs from NCR and uGenius that allow customers to speak to a live teller on screen.
February 23
Co-op Financial Services is testing a two-way video service on its network using ATMs from Diebold Inc., the companies announced May 1.
The ATMs are similar to the ones NCR and uGenius have deployed at more than a dozen credit unions and banks, including Dollar Bank, that support 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, Co-op president.
The new capability is designed to provide financial institutions the opportunity to expand their member relationships. The program also will facilitate additional call-center services such as transfers and account opening.
A member can connect to a call center customer-service representative for immediate, "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 jointly are 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.
