Assisted Self-Service Devices for the New Branch: Balancing Efficiency and Engagement

by Bob Meara, April 28, 2016
Product Trends/ Reviews
Global

Abstract

A growing number of banks sought to deploy assisted self-service devices, but were unimpressed with first-generation hardware. With a multitude of devices from which to choose, those days are long gone.

Migrating branch transactions to self-service has emerged as a key strategy to improve branch channel efficiency and effectiveness. But with so many options amid an evolving vendor solution landscape, institutions face difficult choices. Inspired by insights derived from Celent’s Branch Transformation Research Panel, this report defends the increased use of self-service, offers considerations for strategy development and solution choice,  and analyzes the solution landscape for assisted self-service devices.

“The assisted self-service device landscape has come a long way in the past year, as institutions now have a bevy of choices,” says Bob Meara, a senior analyst with Celent’s Banking practice and author of the report. “Good thing, because the twin mandates to improve branch channel efficiency and effectiveness aren’t going away.”

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Why In-Branch Self-Service Makes Sense

3

Considerations

9

Solution Landscape

17

 

ATM Options

17

 

Kiosk Options

19

Recommendations

21

Appendix: Vendor Profiles

23

 

ARCA

24

 

DBSI

28

 

Diebold

31

 

Glory Global Solutions

34

 

Nautilus Hyosung

38

 

NCR

42

 

Source Technologies

46

 

Wincor Nixdorf

50

Leveraging Celent’s Expertise

55

 

Support for Financial Institutions

55

 

Support for Vendors

55

Related Celent Research

56

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