Standard Bank is upgrading its automatic teller machine (ATM) network, which will entail replacing about 4 187 machines in SA alone.
The bank has a further 431 elsewhere in Africa. The next-generation ATMs have simpler user interfaces, says Jorg Fischer, Standard Bank SA's CIO for personal and business banking. "They will be based on Wintel (Microsoft Windows running on Intel hardware) technology and use Internet Protocol for communications," Fischer adds.
The bank is reluctant to put a figure to the programme, citing commercial confidentiality and competitive disadvantage.
Fischer adds all Standard Bank SA ATMs now run on Microsoft operating systems. "The first few dozen ATMs with the new Microsoft-based interface are already available to customers, with the balance being rolled out in the next year," he says.
"The new interface design is based on intensive customer research and, therefore, makes use of iconography rather than words. This works better in a multi-language customer market. Screens will have greater use of colour, pictorial detail and navigation has been optimised to allow for fewer clicks to function and a more adaptive personalised experience."
Turning to the future, Fischer adds "some banks are experimenting with video streaming, note exchange and voice activation. We do not see these coming to SA any time soon."
He notes that, in Uganda, Standard Bank's ATMs allow for multiple currencies, dispensing either Ugandan shillings or US dollars, a function that will not be possible in SA any time soon either.
Consolidating for convergence
Turning to contact centres, Fischer says the bank is consolidating as a result of convergence, and improved workflow is being integrated into the process.
"We are also making greater use of IPT (Internet Protocol telephony) and VOIP (voice over Internet Protocol)," he says. "We will shortly see the first soft PABX and voice switch [at Standard Bank].
"Use of speech technology, staff recruitment and selection technology, as well as process-based training and learning to improve the customer experience and service, are also being implemented," he says.
He adds that a new customer contact management and service technology is being rolled out to improve customer-issue resolution.
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