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Bank Simpanan Nasional takes kiosk banking to a new level

AvantiKumar | Dec. 22, 2015
Cisco, Telekom Malaysia, SSDM and VastComp Group help BSN introduce the first Virtual Teller Machine in Malaysia.

BSN virtual ATM 

Photo - (From left) BSN Chairman, Tan Sri Abu Bakar Haji Abdullah; Deputy Prime Minister, YAB Dato' Seri Dr Ahmad Zahid Hamidi; and BSN Chief Executive, Datuk Adinan Maning.


Bank Simpanan Nasional (BSN) said it has taken kiosk banking to a new level by pioneering the first Virtual Teller Machine in Malaysia with the help of technology partners - Cisco, Telekom Malaysia, kiosk design company Aldan Technology's SSDM, and software firm VastComp Group.

During the recent  official launch in Kuala Lumpur,  BSN chief executive Datuk Adinan Maning said that BSN's Virtual Teller Machine (VTM) service allowed its bank tellers across Malaysia to serve customers in multiple locations remotely and concurrently via live virtual banking operations.

Adinan said the VTM balanced the work load between branches, allowing customers in busy branches to perform transactions assisted by tellers in less busy branches nationwide.

"Customers can now enjoy counter transactions without geographical limitations and experience a more comfortable and personalised professional financial services," he said.

Transactions that can be carried out via VTM include balance enquiry, deposits and withdrawals, intra/inter-bank fund transfers, IBG transfers, bill payments, loan and credit card repayments and SSP savings. For security purposes, all transactions require the customer to insert their MyKad (national ID card) into the MLQMS or VTM and have their thumbprint verified, while the transactions are also recorded.

"In total, BSN is investing RM30 (US$7) million to roll out the VTM that provides more than 80 percent  of counter services, and is an improvement over current ATMs and CDMs," Adinan added.  "In the near future, VTM will also be offering additional services including Account opening and issuance of Debit card, Customer Information Management and Bills payment. The VTM can also allow extended banking hours with the placement of VTMs at public locations, if necessary."

Project partners

"I must applaud BSN for this innovative project as this is very much in line with the changing lifestyle of our customers. They are now adopting a more digital lifestyle and this virtual teller machine is one example of how technology can be used to change people's lives," said Telekom Malaysia (TM) group chief executive officer Tan Sri Zamzamzairani Mohd Isa.

TM provided the complete end-to-end network requirement for this project including the ICT portion, riding on the strength on TM's infrastructure.

MSC status company SSDM, wholly owned by Aldan Technology, specialised in the kiosk design and development. "SSDM is very excited to be part of this big innovation. We custom design the kiosk hardware as well provide comprehensive maintenance support. Thank you BSN for trusting us to be part of this new banking service," said Chiang Kai Loon, executive director of SSDM.

Meanwhile, Roger Foo Chin Hong, executive director of VastComp, said: "Once I got the idea from BSN, I immediately ask my software team to customise our existing software to build it according to BSN's requirement. In few months, after several R&D and discussion sessions with the BSN IT team, we managed to come out with the first VTM machine with the proof of concept approved by BSN."

"In terms of software development, the BSN Multi-Link Queue Management System will pick-up the tickets from high traffic branch and assign it to any teller who is available from any branch," he said, adding that the project involved integrating with the existing Cisco's video conferencing telepresence system as well as ensuring compliance  with the Bank's strict security requirement.

Albert Chai, managing director for Cisco in Malaysia, said, "Today's technology-savvy consumers interact with their banks across multiple touchpoints. The digitisation of bank branches is an important part of the omnichannel banking experience, and by transforming each customer's transaction into immersive, borderless interaction, BSN will be able to increase access to quality banking services across the country, while meeting the needs of the digital generation."

In conjunction with the launch, BSN customers will be able to use the new banking service at 31 branches, with 93 VTMs serving customers beginning 2 December 2015. The system currently involves a total of 450 BSN tellers as virtual teller agents (VTA).


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