After conducting consumer adoption pilots of the technology, Diebold, Incorporated is making its Concierge Video Services available to all financial institutions in North America. 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.
"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 D. Kempt, vice president, North America operations, Diebold. "It provides added convenience and flexibility to consumers, enhancing their overall experience.”
Diebold’s Concierge Video Services has previously been piloted by Missoula Federal Credit Union, the leading financial institution in Missoula, Mont., and Mountain America Credit Union, Utah's second-largest credit union and the 29th largest in the U.S.