"Whether Mountain America's members have questions, need to resolve an issue or even want to respond to a marketing offer, they'll be able to speak live, via video, with a customer service representative and complete their business on the spot," said Mychal D. Kempt, vice president, North American sales and service operations, Diebold. "This represents a whole new way of doing business at the self-service channel."
Serving more than 400,000 members, Mountain America operates 75 branches throughout Utah, Idaho, Nevada, Arizona and New Mexico. The credit union is piloting Concierge Video Services on existing drive-thru Opteva ATMs at two Salt Lake City area branches.
Implemented directly into any Diebold Opteva® ATM, Diebold Concierge Video Services transforms the self-service channel with enhanced consumer service, expanded access to financial services experts and advanced targeted marketing efforts. During transactions, consumers can initiate a video call to customer service representatives to complete activities not traditionally conducted at the ATM, such as account maintenance, new account setup and savings product renewals. This immediate access to support enriches consumers' ATM experiences and saves them time.
The ability to incorporate face-to-face video interactions into ATM experiences is the result of a partnership between Diebold and CO-OP Financial Services. Diebold supports member identification and video services, and CO-OP Financial Services provides network access and terminal capabilities.
"Bringing video support to the ATM offers financial institutions the ability to enhance their self-service capabilities and improve member experiences," said Stan Hollen, President/CEO, CO-OP Financial Services. "It enables greater personalized service and offers consumers a convenient way to interact in a more meaningful manner with their institutions."
Concierge Video Services also allows institutions to engage in one-to-one marketing using Diebold's Agilis® Campaign Office™ self-service marketing solution. For example, the software can notify an ATM user about promotional savings rates and offer to connect the user to a representative via video to explore options.
Mountain America's Concierge Video Services pilot follows a successful trial conducted by Missoula Federal Credit Union on walk-up ATMs. By conducting member adoption testing on drive-thru ATMs, Mountain America's trial will provide additional perspective about how to tailor video technology to the varied needs of banking consumers.
About Mountain America Credit Union
Mountain America Credit Union has 75 branches in five states and offers a variety of financial products and services for consumers and businesses, including savings accounts, auto loans, checking accounts, mortgage loans, business checking, SBA loans and retirement options. With Utah credit union roots dating back to the 1930s, Mountain America has become a tradition for many members. Today the credit union serves more than 400,000 members and has more than $3 billion in assets. For more information, visit www.macu.com.
About CO-OP Financial Services
Based in Rancho Cucamonga, Calif., and founded in 1981, CO-OP Financial Services is the nation's largest credit union service organization in terms of number of credit unions, assets and members. The company specializes in helping credit unions thrive by providing products and services that make it more convenient for members to do business with them. With a motto of "Be There. Be More," CO-OP's products fall into three business lines, including "Locations," (ATM, shared branching and call center services); "Card Payments" (debit and credit processing) and "Mobile/Virtual" (mobile, check imaging, bill pay services). To learn more visit www.co-opfs.org.
Diebold, Incorporated is a global leader in providing integrated self-service delivery and security systems and services. Diebold employs approximately 17,000 associates with representation in nearly 90 countries worldwide and is headquartered in the Canton, Ohio region, USA. Diebold is publicly traded on the New York Stock Exchange under the symbol 'DBD.' For more information, visit the company's website at www.diebold.com or follow the company on Twitter: http://twitter.com/diebold_inc.