Co-op Financial Services is testing a two-way video service on its network using ATMs from Diebold Inc., the companies announced May 1.
The service is similar to the one uGenius introduced at more than a dozen credit unions and banks, including Dollar Bank, that supports personalized teller services seven days a week (see story).
“As ATMs continue to provide more capabilities to the user, two-way video support is the next step in ensuring the member can conduct their business quickly and easily,” said Stan Hollen, Co-op president.
The new capability is designed to provide financial institutions the opportunity to expand their member relationships. The program also will facilitate additional call-center services such as transfers and account opening.
The member can connect to a call center customer-service representative for immediate, “face-to face” interaction via two-way video. The service integrates with either a credit union call center or, for 24/7 member service, the Co-op Member Center. Co-op Financial Services will provide the terminal-driving capability and network access, and Diebold will provide member identification and video services to support the two-way video capabilities.
Co-op Financial and Diebold jointly are developing a path toward delivery-channel optimization, where sales, additional teller functions and customer service can be migrated to self-service endpoints.
Co-op and Diebold have been partnering on a number of projects, including a deal for Diebold to offer Co-op ATM Managed Services, a complete ATM-fleet implementation and management suite for credit unions (see story). The two companies are also testing Co-op NextGen ATMs, which will allow all shared branching customers to conduct all of the same transactions at a Diebold machine, at Co-op’s headquarters lobby.
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