One of the oldest bank in Malaysia, Bank Simpanan Nasional (BSN), is deploying 93 Virtual Teller Machines (VTM) across 31 branches. Built using Cisco technology, the VTM helps enable virtual, real-time engagement between customers and tellers in any of the branches, through a highly secure video platform.
Deployed using Cisco Unified Communication and Cisco Unified Computing platforms, the new Virtual Teller Machines enables BSN to increase resources for the customer, increase bank productivity and most importantly, increase the efficiency of their organisation and the efficiency of service to their customers, Cisco said.
Each BSN branch will have three Virtual Teller Machines machines and these self-service kiosks that are supported by 450 virtual teller agents placed to assist their colleagues at branches that have higher customer traffic.
The virtual tellers will be able to attend to customers’ needs, provide advice on banking products and services, and handle account inquiries as well as loan applications.
The Virtual Teller Machines installed at BSN branches have highly secure features including encrypted electronic signature, allows thumb print verification, and card identification to ensure customers are protected.
The Cisco Business Edition 7000 unified communications platform includes voice over Internet Protocol (IP), video through Telepresence with Cisco DX 650 and Cisco Jabber for chat functionality and presence, the Virtual Teller Machines allows BSN employees to connect to their customers at any time during branch operation hours. The scalable, open and interoperable technologies are hosted on Cisco Unified Computing System foundation.
“In total, BSN is investing RM30 million to roll out the VTM that provides more than 80 percent of counter services, and is an improvement over current automated teller machines (ATM) and cash deposit machines (CDM). In the near future, the VTMs will also be offering additional services including Account Opening and Debit Card, Customer Information Management and Bills Payment. The VTMs may also allow extended banking hours with the placement of VTMs at public locations,” said Datuk Adinan Maning, Chief Executive of Bank Simpanan Nasional.
BSN said the project involved a strategic collaboration between BSN and Vastcomp to custom build the system. It also involves partnering with TM as the distribution network service provider.
BSN customers will be able to use the new banking service in 31 branches, with 93 Virtual Teller Machines serving customers from December 2, 2015.
Founded in 1974, BSN currently has more than 7,000 employees, 401 branches, 870 Automated Teller Machines (ATMs), 387 Cash Deposit Machines (CDM) and more than 6,100 Registered Banking Agents (Ejen Bank BSN) or EB BSN across the country. BSN has over 9.1 million customers across Malaysia with retail deposits amounting to RM13.8billion (as of October 2015).
BSN offers a range of savings, wealth management, business and personal financing and card products both in conventional and Islamic banking.