NCR has introduced a new generation of financial
kiosks, called NCR SelfServ 4 and NCR SelfServ 8, to enable banks
to cut down on low- or non-value in-branch services such as
assisting clients with basic transactions.
Banks’ clients can bypass the help
from branch advisors for account opening and financial product
research and purchase, as well as complete third party
transactions, such as purchasing a ticket or paying a fine.
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The new self-service lines support
advanced touchscreen technology and comply with payment card
industry as well as EMV standards.
The NCR SelfServ 4 kiosk is a
cashless machine for non-cash related functions such as appointment
booking and account balance enquiries.
“Customers can then make
appointment requests. If there is no available advisor at the
chosen branch, the bank can let the customer choose whether they
prefer the time or place of the appointment and offer
alternatives,” Bob Tramontano, head of financial marketing at NCR,
told RBI.
“If the bank knows even just three
minutes before your arrival that you are coming in, they can be
better prepared and make that engagement more enriching, more
profitable.”
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By GlobalData
The NCR SelfServ 8 kiosk supports cash deposit functions
suitable for payments – a service that Tramontano claimed will
appeal to consumers: “Consumers worldwide are continuing to see the
value of self service and make it an important part of their
lifestyle.”
The roll out of the kiosks comes at
a time when banks around the world are under pressure to cut
operational costs and migrate consumers to direct channels for low-
or non-value added transactions.
NCR estimates that self-service
transactions cut banks’ costs to serve customers by up to 75%.
Tramontano revealed that NCR was
negotiating with one of the top five banks in the US, but would not
name the lender.
NCR’s SelfServ 4 and SelfServ 8
kiosks are part of what the vendor calls the branch transformation
portfolio of hardware, software and services. Its Branch
Effectiveness Modeling service is used to analyse customer
volume, transaction mix and service to examine the effectiveness of
the branch and thus find solutions to enhance it.
This topic will be a priority for
NCR, Tramontano said.
“I think pre-identifying customer transactions prior to them
using the ATM is important – because most of the time, bad customer
experience happens because the person serving has misunderstood
you. So the challenge is to enable and better capture consumer
information and present them so that the bank has a better chance
of consistent consumer interaction,” he explained.
