A first for UAE as Emirates NBD and NCR pilot video ATM

Emirates NBD has become the first bank in the UAE to partner to launch a video-based interactive teller machine (ITM).

The bank, in association with global ATM giant NCR, started piloting the technology in its Dubai Mall branch from 18 December.

Suvo Sarkar, the bank’s general manager of retail banking, said: "World class retail banking is characterised by a unique mix of technologically advanced products combined with the personal touch, and today’s demanding customer requires both in good measure.

"While high speed, efficient and accurate services are continuously in demand, customers often require hand holding and guidance through conducting certain transactions.

"The Interactive Teller Machine fits appropriately between the two ends of the spectrum to offer customers an exceptional banking experience, offering them a branch like experience."

As with a traditional ATM, the customer can use the ITM for basic banking services like withdrawing cash using their card and checking their balance.

Yet the customer can also use the ITM to speak to a teller via a live video and audio link, allowing them to ask tellers for guidance with more complex transactions.

Habib Hanna, regional MD for NCR, said: "This technology not only provides great convenience to bank customers, but also helps the bank reach out to customers who rarely visit the branch, while still maintaining customers intimacy and ensuring personalized service.

"Similar to a call center, tellers would be located in central offices and could control various ITMs across the region, delivering great consumer experience."

The same technology is proving contentious in the US, where Bank of America branch staff, fearing that they will lose their jobs, have held protests against the installation of NCR video tellers.

Emirates NBD is gauging customer response to the technology before it rolls it out across the UAE.

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