NCR Corporation has showcased its suite of innovative omni-channel technologies at the ‘NCR Omni-Channel Consumer Experience Forum’ for the banking, retail and travel industry in the Asia, Middle East and Africa (AMEA) region.
Across all industries, consumers are using physical and digital channels interchangeably, often expecting the ability to begin a transaction in one channel and complete it in another. For example, a consumer may research a home loan online but complete the transaction in a bank branch. Similarly, if a product is not available at a retail outlet, the customer expects an alternative channel like a self-service kiosk within the store to check availability of the product and order it instantly. However, most businesses have no visibility of the customer’s journey between channels, and the customer experience feels disjointed.
With its view of more than 485 million transactions around the world each day, NCR is creating technology solutions with an omni-channel perspective in mind. The innovative technology works together to create a consistent consumer experience as they interact and transact with a business’ online, mobile and physical channels.
“Every industry is engaging its customers in multiple channels, but companies may be overlooking a more fundamental need—for a seamless, omni-channel approach that provides a single, unified experience for the customer across all touch points, locations and channels,” said Brian Bailey, vice president, strategy and marketing, NCR Financial Services. “With our innovative omni-channel platforms, NCR will be able to provide more choice, greater control, and increased flexibility to our customers to improve service, cut costs and drive sales.”
Omni-channel technology in banking
At its omni-channel forum in Dubai, NCR showcased a host of solutions for financial services institutions. These solutions include technologies that merge the branch and ATM channel, such as NCR Interactive Teller and Interactive Banker. NCR Interactive Teller allows customers to bank with a live video teller and conduct up to 95 percent of typical teller transactions, extending its capabilities far beyond that of today’s ATMs. Interactive Teller allows a live teller to take remote control of the device while engaging the customer over two-way video, providing a personalized experience. NCR also introduced NCR Interactive Banker – an innovative technology that helps banks to rethink their branch environment, including reducing the size of branch footprints, by using an advanced financial services kiosk paired to sophisticated teller software. This technology allows branch employees to move from one station to another with complete visibility of customers’ needs and personalities through robust customer data transmitted to a tablet PC.
“A streamlined omni-channel approach to banking services ensures a consistent consumer experience, whether they access their banking service via a mobile, tablet or visiting a branch in person,” said, Stelios Fragkos, vice president, financial sales for Asia, Middle East and Africa region. “NCR’s Cx Banking omni-channel platform delivers a unique and compelling consumer experience across all digital and physical channels – mobile, online, branch, and ATM.”
Omni-channel technology in retail
NCR is showcasing a host of innovative technologies and software applications for the retail industry, including the NCR RealScan 79 Bi-Optic Imager, NCR RealPOS XR7 and NCR self-checkout solutions among others. These solutions combine with other technologies to create a more consistent and productive experience for shoppers across multiple touch points.
To meet the demands of brick-and-mortar stores that must integrate digital channels with their in-store capabilities, NCR is demonstrating the NCR Netkey Endless Aisle solution. The software and hardware solution delivers a converged channel experience that seamlessly integrates with a retailer’s back-end eCommerce system. It enables shoppers to browse for information, compare products, check inventory for other out-of-stock or online items, and complete the purchase for delivery or in-store pick-up.
Omni-channel technology in travel
The Middle East region is one of the world’s smallest, yet fastest growing tourist hubs. It promises to be an attractive and lucrative market for travel destinations around the world and is predicted to have between 37 and 40 million outbound travellers by 2030.
For meeting the needs of travellers, NCR is demonstrating self-service check-in solutions as well as dynamic mobile boarding passes to cut wait times and deliver right-time, right-place offers. NCR is also showcasing its award-winning Wayfinding solution, an interactive, self-service navigation system that helps people find their destination, drives revenue through advertising and the location of shops, restaurants and services, and reduces demands on staff by encouraging self-service.
