Bank Simpanan Nasional has introduced a Virtual Teller Machine (VTM) system to 31 branches across Malaysia. These VTMs will allow customers to remotely interact with bank tellers in other locations, effectively allowing BSN to spread its use of manpower more efficiently.
BSN customers are able to use the VTM to conduct transactions as they normally would with a normal bank teller, and this includes balance enquiry, deposits and withdrawals, intra/inter-bank fund transfers, IBG transfers, bill payments, loan and credit card repayments and SSP savings. In the future, BSN intends to expand the capabilities of the VTM network to cover account openings, issuance of debit cards, customer information management, and bill payment.
The idea is that customers use the VTM to tele-conference with a bank teller in a different location; and will still have to visit the bank branch to use the machine. For security purposes, the customer will still have to verify their identity through a combination of MyKad data and fingerprint scanner. All transactions are also recorded for the same reason.
BSN Chief Executive, Datuk Adinan Maning, said that BSN is investing RM30 million to roll out VTMs to 80-percent of counter services in the country. The VTM project was developed by BSN in conjunction with Vastcomp; who custom built the system and combined it with existing video conferencing hardware supplied by CISCO. Telekom Malaysia was also brought on board to act as the network service provider.
At the moment, there are 93 VTMs operational at 31 BSN branches in Malaysia. The system also includes some 450 BSN tellers on the virtual network to cater to VTM users, which should be able to ensure that there is always someone to man the virtual desk.