By Irene Atieno
In Summary
- NCR’s innovative software platforms will provide NIC Bank the flexibility to adopt emerging technologies, reduce operating costs and enhance customer experience across all channels
- This technology will augment in-person teller services and allow customers to speak to a remote live teller and seek their assistance to complete over 90% of all branch transactions
- ‘NOW Serve,’ was informed by its NOW philosophy of using technology to meet customers at their point of convenience
- Users can take advantage of the advanced features of NCR ATMs such as intelligent cash and cheque deposits, bill payments and new account and loan initiation.
- With the introduction of this new solution, the bank will now have a robust multi-channel platform that is a true game changer for the bank and will transform the customer experience
NIC Bank Kenya PLC has partnered with NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions, to launch NCR Interactive Teller, an innovative ATM-based technology that not only lets people talk to a live remote teller, but also gives the teller remote access to the machine to assist customers to conduct transactions.
NIC Bank is the first bank in East Africa to implement the NCR Interactive Teller. The service, branded as ‘NOW Serve’, will initially be available to NIC Bank customers at NIC Bank’s branch in The Mall (Westlands), Nairobi. This technology will augment in-person teller services and allow customers to speak to a remote live teller and seek their assistance to complete over 90% of all branch transactions.
“We are thrilled to be the first mover in East Africa’s banking industry to adopt this revolutionary technology. The bank is constantly looking to leverage technology to create a richer, more convenient banking experience for our customers,” said Robert Kibaara, Retail Director, NIC Bank.
Mr. Kibaara added that the Bank’s decision to brand the new service, ‘NOW Serve,’ was informed by its NOW philosophy of using technology to meet customers at their point of convenience.
“In this era of uniform interest rates, customer experience is the primary differentiator in the banking sector,” noted Mr. Kibaara. “NOW Serve sets us apart as it allows our customers to enjoy a comparatively higher level of convenience, speed and reliability,” he said.
The efficiency and security created through the centralization of tellers enable financial institutions to transform their branch locations into more effective service and sales environments. The interactive Teller lets financial institutions offer customers access to teller services during non-traditional banking hours, build new small-footprint branches, and provide full teller services in areas not served by branches. Users can take advantage of the advanced features of NCR ATMs such as intelligent cash and cheque deposits, bill payments and new account and loan initiation.
“We are delighted to be a strategic partner in NIC Bank’s transformation journey by providing enabling technologies that maintain the personal touch in banking,” said Jose Resendiz, Vice President & General Manager, NCR Financial Services. “With the introduction of this new solution, the bank will now have a robust multi-channel platform that is a true game changer for the bank and will transform the customer experience, especially in the way they connect, interact and transact with NIC Bank.”
The bank has also rolled out 14 cash recycler ATMs under the NOW Serve umbrella through which customers will be able to not only withdraw cash, but deposit cash and cheques as well. The recycler machines will be located at the following bank’s branches; NIC House, Junction, ABC Place, Thika Road Mall, City Centre, Parklands, Nakuru, Nanyuki, Sarit Centre, Sameer, Malindi, Watamu, Kilifi and Diani.
NIC Group was incorporated in Kenya in 1959, and was amongst the first non-bank financial institutions to provide hire purchase and installment credit finance facilities in Kenya. It is currently quoted on the Nairobi Securities Exchange with approximately 26,000 shareholders.
Its success over the years can be seen in the rapid growth of the Group’s balance sheet, and the expansion of its branch network across the region with 41 branches in Kenya, 5 branches in Tanzania and 2 branches in Uganda. The Group has also established Strategic Business Units that facilitate the provision of a complete suite of financial products and services. These are NIC Capital (Investment Bank); NIC Securities (Stock Brokerage); NIC Insurance Agents (Bancassurance) and NIC Leasing PLC.
