Assisted Self-Service Devices for the New Branch: Balancing Efficiency and Engagement

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28 April 2016


A growing number of banks sought to deploy assisted self-service devices, but were unimpressed with first-generation hardware. With a multitude of devices from which to choose, those days are long gone.

Migrating branch transactions to self-service has emerged as a key strategy to improve branch channel efficiency and effectiveness. But with so many options amid an evolving vendor solution landscape, institutions face difficult choices. Inspired by insights derived from Celent’s Branch Transformation Research Panel, this report defends the increased use of self-service, offers considerations for strategy development and solution choice, and analyzes the solution landscape for assisted self-service devices.

“The assisted self-service device landscape has come a long way in the past year, as institutions now have a bevy of choices,” says Bob Meara, a senior analyst with Celent’s Banking practice and author of the report. “Good thing, because the twin mandates to improve branch channel efficiency and effectiveness aren’t going away.”