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Diebold's Self-Service Solutions Drive The Family Credit Union's New 'Smart Branch'

Tellerless branch features deposit automation, two-way video at the ATM

10 June 2014

NORTH CANTON, Ohio, June 10, 2014 /PRNewswire/ -- Members of The Family Credit Union (TFCU) may be surprised to find no traditional tellers at the credit union's new "smart branch" in Davenport, Iowa. Instead, they're finding a variety of self-service solutions from Diebold, Incorporated (NYSE: DBD) that are placing them in charge of their branch visits. Combined with support from member representatives inside the branch for complex needs, these solutions deliver comprehensive services to members – all from a tellerless branch.

With headquarters in Davenport, TFCU serves eastern Iowa and western Illinois via eight branches. At its smart branch, TFCU members conduct the majority of transactions on two deposit automation-enabled Opteva® automated teller machines (ATMs) – one in-branch terminal and one exterior drive-up terminal. The interior ATM also features Diebold's Concierge Video Services™ solution, which allows members to connect with TFCU representatives via video directly from the terminal.

"We've placed members in control of their own banking experiences, and they're embracing the opportunity," said Kris Lundquist, vice president marketing, TFCU. "Members can manage most everything themselves at the ATM, contact a remote representative for assistance right from the ATM or engage with our in-branch representatives."
The branch's two deposit automation-enabled ATMs allow members to make rapid self-service deposits via an intuitive interface. The ATMs also support withdrawals, balance inquiries, transfers and other transactions. Extending more advanced services to members, the interior Opteva 720 ATM enables members to initiate video calls to TFCU's member call center from the ATM.

"TFCU values the on-demand nature of our Concierge Video Services solution, as most members don't require additional assistance," said Mychal D. Kempt, vice president, North America operations, Diebold. "Members choose when they want to speak with a representative via video. The rest of the time, the terminal serves its primary purpose as an advanced, full-function ATM."

Promoting a smooth transition to the smart branch model, Diebold's advisory services team held interactive training sessions with TFCU's branch and call center staff. The sessions placed TFCU representatives in the role of members, helping them better understand the consumer experience.

About The Family Credit Union
The Family Credit Union has served the people of eastern Iowa and western Illinois since 1935. Today, the credit union operates eight branches, serving the Quad Cities metropolitan area, as well as several surrounding counties. For more information, visit www.familycu.com.

About Diebold
Diebold, Incorporated (NYSE: DBD) is a global leader in providing innovative self-service technology, security systems and related services. Diebold has approximately 16,000 employees worldwide and is headquartered near Canton, Ohio, USA. Visit Diebold at www.diebold.com or on Twitter: http://twitter.com/DieboldInc.
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