In the fast-paced world of finance, staying ahead of the curve is crucial. Financial institutions continually seek innovative ways to improve customer service, reduce costs, and enhance efficiency. A new technology has emerged as a game-changer in the banking industry: The Core Integrated Teller Machine. In this blog post, we'll explore the advantages this brings to the table.
When ITMs were first introduced, their main focus was on offering customers additional features without the need for physical bank branches. These innovative machines were designed to function as a complete banking solution, capable of handling up to 90% of teller transactions. With the presence of a video teller situated in a call center, transactions can now be effortlessly managed across numerous machines, offering customers an interactive experience comparable to physically walking into a bank branch. As technology continued to evolve, a groundbreaking addition to the banking industry emerged: the Integrated Teller Machine. This cutting-edge machine revolutionized customer service and efficiency, taking banking to a whole new level.
So, what does "integration" really mean when we talk about an integrated teller machine?
A core integrated teller machine is a state-of-the-art device that operates as an ITM 24/7, eliminating the need for a video teller due to its core connection. With its self-service model, the machine effortlessly handles any ITM transaction around the clock, ensuring convenience for customers at all times without the need to staff a video teller call center.
What makes an integrated machine different from a video teller ITM?
Staffing
A video teller ITM relies on human assistance to carry out transactions, limiting its operation to the hours when it is staffed, typically from 7 am to 7 pm or traditional banking hours. In the absence of a video teller, the machine reverts to functioning as a regular ATM. This staffing model poses significant challenges and necessitates the allocation of additional resources to effectively run an ITM program. However, with the implementation of a core integrated machine, these challenges are eliminated as customers can conduct all their transactions through self-service.
Transaction Time
When using a video teller ITM, the need for a video during an ITM transaction leads to longer transaction times. On average, a video teller transaction takes 7 minutes, whereas with the core integrated ITM, the transaction time is reduced to just 2-3 minutes. Extended transaction times can often result in customer frustration. Nowadays, customers prefer to take charge of their transactions rather than waiting for a video teller to guide them through the process.
Self-Service Functions
In the absence of a video teller, a video teller ITM transforms into a conventional ATM, offering customers the ability to perform self-service transactions such as cash withdrawal, cash deposit, and check deposit. On the other hand, a core integrated ITM is equipped with a wide range of features that are available round the clock, without the need for human assistance. In addition to the usual self-service transactions, it allows customers to make loan payments, transfer funds between accounts, deposit from multiple accounts, withdraw from multiple accounts, deposit with cash back, change their debit card pin, and even make change orders with denomination selection. This comprehensive set of capabilities truly empowers customers to take control of their banking needs at any time, without relying on a human teller.
In addition to self-service convenience, the option to connect with a live teller via a "help" button during business hours is also available, ensuring customers have access to assistance when needed. However, it's interesting to note that less than 1% of customers actually choose to interact with a video teller when they have the option of 24/7 self-service.
In conclusion, the introduction of Core Integrated Teller Machines (the NEW ITM) has transformed the banking industry by offering customers a convenient and efficient way to conduct their transactions. The integration of ITMs eliminates the need for human assistance, allowing customers to take control of their banking needs at any time. With shorter transaction times and a wide range of self-service functions, ITMs empower customers to manage their finances effortlessly. While the option to connect with a live teller is available, the majority of customers prefer the convenience of 24/7 self-service. To learn more, download our Core Integrated Cheat Sheet.
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