Video tellers: How the jury is leaning

The success of interactive teller machines may depend on each CU’s unique membership and situation.

The jury is still out on how successfully video tellers can replace face-to-face transactions, says Chris Gill, senior director of global advisory services at Diebold Nixdorf, Canton, Ohio, an ATM manufacturer.

“It could catch on or die out,” he says. “It has had mixed success with members so far depending on how and where the technology has been deployed. We hear some feedback that the video tellers aren’t being used and that the financial institutions that invested in them aren’t getting the ROI they expected. And some financial institutions that track usage are finding that people who use a video teller once never use it again.”

Interactive teller machines that offer teller functionality through video seem to be used more in an automated branch setting outside of a traditional branch than they are when placed in an existing branch as an alternative to an existing human teller line, notes Lori Basch, senior product manager at PSCU, a CUES Supplier member in St. Petersburg, Fla.


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