TEB joins more than 100 other financial institutions around the world that have implemented assisted-service strategies; 98 percent of these chose solutions from NCR(1)
ISTANBUL, TURKEY – July 17, 2014 – Turkish Economy Bank (TEB), one of the largest banks in Turkey, has become the first European financial institution to deploy new video-led, remote assistance technology from NCR to deliver teller services. Working closely with NCR Corporation (NYSE: NCR), the global leader in consumer transaction technologies, TEB recently launched its first NCR Interactive Teller in the lobby of its Çekmeköy branch in the outskirts of Istanbul. The deployment aims to reduce queues, improve the customer experience and increase engagement, thereby increasing the effectiveness and profitability of TEB’s business.
The innovative deployment is an extension to the relationship with NCR that started in 1990 with TEB’s first ATM. Today, NCR provides more than 90 percent of TEB’s ATM estate, as well as NCR software solutions to support cash management and monitoring for the ATM network. TEB also uses NCR Solidcore Suite for APTRA™, a comprehensive ATM security solution that eliminates business risk posed by network perimeter breaches or internal security threats, and reduces operating costs.
“Improving customer experience by transforming our retail branch network is a core strategy for TEB. Our aim is to build deeper connections with our customers by providing them with valuable, convenient and interactive services,” said Gökhan Mendi, Senior Assistant General Manager (EVP) / Head of Retail & Private Banking at TEB. “We have worked closely with branch transformation specialists at NCR to help progress and realize this strategy. NCR Interactive Teller is already improving the banking experience for TEB customers by providing customers with remote teller services when they need them, thereby reducing traditional counter queues and allowing us to run our business more effectively.”
Video-led, remote assistance software from NCR enables TEB customers to bank with a live video teller, conducting up to 95 percent of typical teller transactions, thus extending TEB’s service capabilities far beyond that of today’s ATM channel. Interactive Teller allows a centralized live teller to take full remote control of the device while engaging the customer over two-way audio / video, to provide a highly personalized experience. Combining Video collaboration and remote transaction processing reduces operating costs by enabling tellers to simultaneously service multiple branches, while still connecting them with their customers face to face.
“European financial institutions are starting to recognize the exceptional experience they can provide to customers through Interactive Teller,” said Yalcin Orhon, director of Financial Services at NCR Turkey. “Through longer teller-service hours and deeper interactions, Interactive Teller can help financial institutions efficiently provide improved services and a better experience to their customers – without losing that human touch. TEB is the first to realize these benefits in Europe, and other customers will follow shortly.”