Banca Popolare di Bari ‘Branch of the Future’
Banca Popolare di Bari, one of Italy’s largest banks, has selected NCR to help the bank design and implement its vision for an innovative ‘branch of the future.’
This includes what is believed to be the first European deployment of NCR Interactive Banker, software-based technology that unlocks a modern branch experience by eliminating queues, teller counters and vaults in smaller, more personal branches to better connect with customers.
Initially, Banca Popolare di Bari will deploy NCR Interactive Banker to flagship branches in 2014, and also plans to implement NCR Interactive Teller at a future date. With many branches across Italy and aggressive growth planned over the next few years, Banca Popolare di Bari is looking to improve customer service and operational efficiency by evolving its branch experience. This includes a focus on offering new and extended services to retail customers. The bank expects to open additional ‘branches of the future’ in 2015.
Interactive Banker includes two components: an advanced financial services kiosk with a sleek, modern design that alone can complete as much as 90% of typical branch transactions, such as large cash withdrawals and complex deposits. The second component provides bank employees with tablet PCs linked to real-time customer information, freeing employees to roam the branch and assist customers as they conduct transactions on the kiosks.
Interactive Banker makes banking more personal, allowing bank employees to provide more valuable assistance to customers. Bank employees are instantly alerted to customers that need attention, including a forgotten PIN or malfunctioning card, or intervening/overriding transactions when appropriate (e.g. request for cash withdrawal that is over the daily limit). It also allows bank employees to personalize the experience, explaining targeted financial product offers with selected customers, when suitable.
“Allowing customers to bank on their own terms is at the heart of how financial institutions are evolving their branch and omni-channel banking services,” says Lorenza Sbarbaro, director of Financial Services, NCR Italy. “Banca Popolare di Bari has a strong vision of how they wish to achieve this and we are proud to be their partner of choice for branch transformation.”
Interactive Banker is part of the NCR Interactive Services portfolio that also includes Interactive Teller. This software-driven solution allows retail bankers to deliver the branch teller experience to their customers anywhere and anytime using the ATM channel. Customers have the choice of full self-service, or calling for a centralized video teller to support complex transactions, account servicing or sales motions. The customer enjoys live, highly personalized audio/video interaction with the teller, who takes full remote control of the ATM functions to replicate in-branch teller service in a highly cost effective manner. This approach allows financial institutions to efficiently expand their teller hours of service.
Underpinning the NCR hardware is NCR APTRA Activate, an advanced self-service ATM software application that enables complex multi-channel banking operations.
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