Diebold is connecting ATM users with call centre representatives with its new Diebold Concierge Video Services (view press release). Missoula Federal Credit Union (MFCU) is currently piloting the system, which enables the credit union to visually connect with members to answer questions and process call centre-capable transactions from the ATM. Offering video interactions at MFCU’s ATMs is a result of Diebold’s partnership with CO-OP Financial Services. Diebold is providing member identification and video services, and CO-OP Financial Services is providing terminal driving capability and network access.
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, this software can remind users if a certificate of deposit will mature soon and enable the consumer to connect to a representative to renew and pursue sales opportunities.
“Access to video support from the ATM provides greater personalised service and convenience,” said Stan Hollen, president and CEO of 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.”