How NCR assisting Mashreq Bank to improve customer experience

NCR Interactive Teller
Mashreq Bank has decided to expand its banking services in the UAE with innovative technologies from NCR over the next six months.

As per the strategy to improve customer experience, Mashreq Bank will deploy NCR’s tablet-based Interactive Banker. The focus of the financial institution is to transform its branches by converting branch tellers into financial advisors.

The innovative banking technology solution supports tellers to come out from behind their counters to help customer’s complete transactions faster.

“The efficiency and secure transactions led by centralization of tellers coupled with the integration of NCR Interactive Services allow us to transform our customer interaction model,” said Sandeep Chauhan, head of Operations and Technology, Mashreq Bank.

NCR said Interactive Banker allows Mashreq Bank’s universal agent to monitor the customers’ transactions on its latest ATMs in its modern branches. The banking technology also helps the bank to turn smart data into great customer service by using real-time customer information.

Banks with a dashboard view can allocate multiple advisors to multiple devices in order to achieve maximum efficiency, better serve their customers and make efficient use of staff time to focus on customer service and cross-selling.

Mashreq Bank will deploy NCR’s software-based Interactive Teller technology that allows a live teller to take remote control of an ATM to assist customers to do transactions typically completed by tellers inside a branch.

Interactive Teller lets financial institutions offer access to teller services during non-traditional banking hours and build new small-footprint branches to provide full teller services in areas not served by branches.

NCR said Mashreq’s banking customers can execute branch banking transactions such as intelligent cash and cheque deposit, bill pay, new account opening and loan initiation using this machine.

“Consumer demand for digital access has highlighted the inefficiencies of current infrastructure and accelerated demand for a robust omni-channel customer interaction model that makes banking services available at all times and across platforms,” said Wael El Aawar, vice president, NCR Financial Services for Middle East and Africa.

NCR will add its self-service financial kiosk at modern branches allowing customers to execute teller transactions on-their-own. Customers will be able to perform a host of transactions without teller support such as Address Update, Instant statements of all accounts, blocking or replacing cards, registering for online banking services, Emirates ID registration, and bill payments, amongst other transactions.

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