The Next Generation of Video in Banking
4. Video As Personalized Call Center
Clearly the technology has moved forward, especially in the area of image quality. The image is so crisp that it can feel as though the person interacting with that video is having a personal interaction with someone else. The technology has evolved enough to enable the technology to be used in different ways and in more places.
In the future, we see video continuing to improve. We also see communication speeds improving, so you can get that real-time experience. You can use it to have a meaningful dialog with a consumer, almost as though you were there with the person. People will be increasingly willing to have more valuable and important conversations as video improves, compared to before when it felt like they were interacting with technology, not a person.
Privacy and security is always a concern. Part of the issue is where you choose to deploy the technology. Where do you make it available, what kind of privacy you offer a consumer as they are using the video capability has an impact on security as well as usage. Some consumers like to use headsets or handsets to offer a measure of audio privacy. Diebold is working to leverage consumers' mobile phones to create a more private audio interaction as well, even at an ATM or in other video-enabled environments.
Banks are using video as a more personalized call center, enabling a video interaction with a customer instead of just using audio. This can be used in a self-service or stand-alone environment.
We are hearing strongly from our customers and consumers that they expect a consistent experience across channels, even when it comes to video interaction. It can be difficult for financial institutions to present a homogenous feel across channels. Video shouldn't be inextricably linked to one device or channel. It needs to work with an FI's self-service, online, mobile and branches channels.
-- Rebekah Falconer (pictured at right), Senior Director, Solution Portfolio Business Development, Diebold, Inc., North Canton, Ohio