Enhanced Customer Engagement from Wincor Nixdorf with the Help of Tablets

Wincor Nixdorf’s new tablet-based Assisted Teller solution enables greater effectiveness in engaging directly with customers and supports transformation from a transactional to a sales- and service-oriented branch culture. This is the conclusion reached by Ovum, the market research and consulting firm specializing in the technology and telecommunications sectors, in analysis that has now been published as part of its “On the Radar” series.

Banks around the world are working to transition from providing employee-aided transaction services to other channels. The latest analysis from the British consulting firm Ovum confirms that Wincor Nixdorf is the world leader in helping them achieve that. It regards the Assisted Self Service concept of the CINEO C4090, where staff can provide help using a tablet PC as and when required, as being so advanced that it has included the solution in its “On the Radar” series. As part of this series of research notes, Ovum highlights new technologies and enterprises that develop and offer innovative ideas, products or business models. “Wincor Nixdorf is one of the first vendors to bring such a solution to the market,” states Ovum.

“The role of a teller in a bank branch is becoming more service- and sales-oriented,” is Ovum’s conviction. With the CINEO C4090 and the employee-aided, tablet-based self-service concept, Wincor Nixdorf meets the demands of modern self-service systems and supports the sales- and service-oriented role of employees as it also brings banking staff closer to customers. In addition, the use of tablets increases the effectiveness of face-to-face interaction, which translates into stronger customer loyalty in the long term. As soon as customers log into the system with their card, the bank employee is shown information such as their financial status and product history.

The CINEO C4090 allows deposits and withdrawals of banknotes and coins, prints account statements and other documents, automates check processing and allows customers to pay bills with the aid of staff or on their own. Barcode and NFC readers are installed and are operated using disability-friendly touch screens. “The CINEO C4090 enables bank staff to devote more time to sales and personal consulting,” says Uwe Krause, Vice President at Wincor Nixdorf. If a customer needs help at the terminal, the employee is on hand with the tablet and can, for example, carry out transactions that are otherwise only offered at the counter such as authorizing withdrawals above the defined cash limit.

With the CINEO 4090 Assisted Teller Solution, Ovum believes that Wincor Nixdorf is “at the beginning of its journey of developing tablets for use by tellers at branches.” It adds that this step was a good springboard and now banks also need to develop application examples from their everyday activities and develop the system further.

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