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Connexus : Issue 37
Connexus www.abacus.org.au 37 TECHNOLOGY New face of ATMs Major advances in ATM technology are on the way, including interactive video tellers, personalised customer ser vices and 'intelligent deposits'. Australia's first video ATMs, connecting customers to live video tellers who offer counter ser vices, are expected to be in use by the end of the year, says Phil Chant, marketing and communications manager at technology company NCR. Video ATMs can provide face-to-face service anywhere anytime, he says. They are particularly useful in remote or country areas where it is difficult to recruit staff and cover for sickness. "[Or] if a customer wants some cash but has lost their bankcard at 2am, they can touch the screen and be connected to a live video teller," says Chant. "At that point, the teller controls the ATM and can see the customer, who can present photo ID." Video ATMs also enable banks and other financial institutions to establish points of presence in shopping malls, universities, military barracks and corporate campuses without the expense of building new branches. With the personalising of ser vices, the ATM recognises each individual customer and tailors transactions to meet their needs. It can allow customers to speedily select a favoured transaction -- for example, a $200 withdrawal from their savings account, with no printed receipt -- or provide services in the customer's preferred language. New ATM software also allows the delivery of targeted and customised marketing messages to individual customers, or specific customer locations and demographics, says James Petit, managing director of Diebold Australia. "For example, via the ATM, a mutual will be able to offer a new product or service that can be customised to meet the specific requirements of a customer," says Petit. The current leading edge for ATMS in Australia and New Zealand is intelligent deposits where customers can directly deposit cheques, notes The next crop of ATMs will be more 'human-like' and have stronger security features. By Cynthia Karena. "... if a customer wants some cash but has lost their bankcard at 2am, they can touch the screen and be connected to a live video teller." Phil Chant, marketing and communications manager, NCR • ATMs are changing to offer a more personalised experience. • Marketing products and services will increase via ATMs. • New technology means more secure ATMs are coming our way. BRIEFLY