Sampath Bank launches Virtual Teller Machine and Achieves the “Branch-in-a-Kiosk” Concept

The new solution offers 24/7 full banking services in a fraction of a branch’s footprint and costs

Sampath Bank PLC and Transaction Systems announce the availability of a “Branch-in-a Kiosk” solution that will enable the Bank to provide customers with 24/7 banking services. The solution offers the full range of banking transactions, integrating branch counter, ATM, internet banking and telephone banking, offering a seamless customer experience throughout multiple channels.

With more than 30 years of financial services in Sri Lanka, recognized as the best retail and commercial services bank in the country, Sampath Bank PLC, true to its commitment to digital transformation, and aiming to provide exceptional customer satisfaction, has chosen Transaction Systems’ Remote Teller Station (RTS) solution, a compact kiosk which can be used both as traditional unattended terminal as well as a remote teller. During the first phase of the project, the solution has been primarily installed in a branch in Colombo, capable of performing almost all available branch transactions making the “Branch-in-a-kiosk a reality.

With its versatile modular design, RTS enables the migration of complex counter services and customized financial consulting services to the self-service terminal. Over 99% of counter services are available on RTS, thus it can be utilized for branch transformation or teller-less branch. Thanks to its unique LiveBank platform by Ailleron, customers are able to perform almost all of their banking business via real-time video interaction and guidance of remote teller, thus creating a virtual branch with all the features of a physical one.

With technological innovation at heart, Sampath Bank has been able to differentiate itself from competition and stand out as the bank of choice for many Sri Lankans,” said Ajith Salgado, Group Chief Information Officer, Sampath Bank PLC. “With the introduction of the first ever Virtual Teller Machine in Sri Lanka in collaboration with Transaction Systems and Ailleron, the customers of the bank are now empowered to carry out services including accounts opening and card issuance with PIN nomination, by themselves at their convenience. The solution offers the key to improving banking processes and helps to meet the objectives of customer relationship management in retail segments”.

The successful implementation of the “branch-in-a-kiosk” concept is clear evidence of what our technologies can do for financial institutions”, said Panagiotis Chalkias, Managing Director, of Transaction Systems. “TRSYS technologies enable for more efficient bank branches, creating enhanced tech-friendly experiences for customers and improved operational efficiencies for the bank.”

Commenting on the new cooperation, Michael Pappas, Product Director, FinTech Solutions, Transaction Systems, said: “We are very proud of our cooperation with Sampath Bank and Ailleron that brought to life the idea of Branch-in-a-Kiosk and will now be driving the Bank’s customer experience to a new level. The results have been so far stunning, as, for the first time in Sri Lanka, the Bank introduced real-time account opening along with debit card issuing via the remote teller machine; bringing the Bank into the forefront of innovative, digital services offering.”

Moreover, the solution allows Sampath Bank to engage with customers on a 24/7 basis, using dynamic offers and real-time online assistance through video, text chat, click-to-call, and co-browsing functionalities. It is a unique platform with built-in support for the Bank’s sales and operational processes, including cross-selling/up-selling through the presentation of personalized offers and the possibility of problem-free handling of many issues during a single video session, with the option of switching the customer to experts in the requested areas.

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