Complex Made Simple

Emirates NBD becomes first bank in the Middle East to launch Interactive Teller Machine

Emirates NBD, a leading bank in the region, became the first bank in the Middle East to embrace the future of assisted service banking technologies through the launch of a video-based Interactive Teller Machine (ITM). In partnership with NCR, a leading global ATM manufacturer and software provider, the bank today showcased the first such machine in the region at its Dubai Mall branch. Introduced for the first time in the Middle East, the video-based interactive technology allows customers to conduct transactions and banking services driven by a centrally based teller, in a highly engaging real time video/audio interaction.

“World class retail banking is characterised by a unique mix of technologically advanced products combined with the personal touch, and today’s demanding customer requires both in good measure,” said Suvo Sarkar, General Manager – Retail Banking at Emirates NBD. “While high speed, efficient and accurate services are continuously in demand, customers often require hand holding and guidance through conducting certain transactions. The Interactive Teller Machine fits appropriately between the two ends of the spectrum to offer customers an exceptional banking experience, offering them a branch like experience.”

Through a personalised and convenient face-to-face interaction, customers will be able to use the ITM installed at the Dubai Mall branch, to cash cheques up to AED 60,000, withdraw cash, as well as enquire about their accounts, cards and loans, using the real time video connection to interact with the teller. With concerns and questions being addressed in real time, the service is expected to provide greater satisfaction and an enhanced ATM experience.

“Emirates NBD continuously seeks to invest in innovative banking technologies, with a view to facilitating our customers and offering them value addition,” said Pedro Cardoso, Head of Multi-Channel Banking & CRM, Emirates NBD. “With this new technology, we aim to provide customers with extended hours of service with live teller assistance to immediately address any questions or concerns they may face during the transactions, and significantly enhance service levels for our customers.”

Habib Hanna, Area Managing Director, NCR Corporation, said: “This technology not only provides great convenience to bank customers, but also helps the bank reach out to customers who rarely visit the branch, while still maintaining customers intimacy and ensuring personalized service. Similar to a call center, tellers would be located in central offices and could control various ITMs across the region, delivering great consumer experience.”

The ITM at the Emirates NBD Dubai Mall branch is the pilot project for this service. Depending on customer response, Emirates NBD plans to install more of such machines at high traffic locations within the UAE.