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Cadence Bank Seeing Success Tuscaloosa First Interactive Teller Machine

TUSCALOOSA, Ala., Oct. 20, 2015 — Cadence Bank reports customers are responding well to  Tuscaloosa’s first interactive teller machine using APTRA™ video technology from NCR Corporation (NYSE: NCR). The drive-up unit opened in early August at Cadence’s new location, 2020 University Blvd., Suite 100.
Heralding advanced technology with a human touch, the new service offers a more flexible and efficient banking experience designed to meet customers’ evolving needs.
“We are firm believers in using technology to address our clients changing needs, while upholding our focus on best-in-class customer service,” said Eric Heslop, community banking market executive for Cadence.  “The interactive teller combines the best of both and offers much more than a traditional ATM. For example, a customer can enter their account number and scan an ID card to verify their identity to the remote teller.”
Heslop added: “With the teller’s help, customers can do most anything through the interactive teller machine that they would do sitting across the counter from the teller.”
Using high-definition video chat technology, customers connect with a live teller in Cadence’s Operations Center in Starkville, Miss. who remotely controls the interactive teller machine (ITM) and all its functions. This remote transaction processing technology enables the teller to conduct more complex transactions and assist with deposits, withdrawals, check cashing, loan payments and account transfers.
For example, a teller can:
  • Verify a customer’s identity by checking their driver’s license, and execute a transaction even if the customer does not have their debit card.
  • Dispense varied denominations of bills, including singles or fives.
  • Cash a check, even to the penny.
  • Conduct faster, more efficient transactions as the machine automatically counts cash and tallies check deposits.
  • Post deposits to a customer’s account sooner as compared to those made through a traditional ATM, which can take up to a day or two to process.
  • With extended hours, the interactive unit allows Cadence to serve customers beyond traditional banking hours. Remote teller service is available from 7 a.m. to 7 p.m. CST Mondays through Fridays, and 8 a.m. to 12 p.m. CST on Saturdays.
“This nearly doubles our customary branch service hours, providing an additional 28 hours of service availability,” Heslop said. “We’ve found it particularly valuable to our customers who are working early or working late and want more than self-service banking.”
Additionally, the interactive teller machine lets Cadence assist more customers during busy times, thereby reducing wait times.
In August and September, Cadence conducted nearly 2,000 transactions through its Tuscaloosa interactive teller machine totaling more than $4 million, with transactions seen across every demographic: young, middle-aged and older adults, business and personal users.
The bank reports about 22 percent of its traditional teller line transactions now go through the ITM. Further, with extended hours, roughly 30 percent of the ITM transactions in September took place outside of regular banking hours.
“We expect to see increases in these numbers as customers modify their banking behavior in response to this technology,” Heslop said. “As this transition happens, we will be able to redeploy our financial services representatives to other roles that better serve our customers.”
Cadence operates five other interactive teller machines in Birmingham, Ala., Starkville, Miss., Houston, Texas and The Woodlands, Texas.

About Cadence Bank

Cadence Bank, N.A., based in Birmingham, Ala., is a $5.7 billion bank with more than 100 locations in Alabama, Florida, Georgia, Mississippi, Tennessee and Texas. Backed by 126 years of financial expertise, Cadence serves commercial and consumer clients with a full range of innovative banking and financial solutions designed to keep pace with their lives. These products and services include commercial and consumer banking, small business banking, treasury management, international banking, specialized lending, commercial real estate, wealth management, investment and trust services, financial planning, retirement plan management, business and personal insurance, consumer loans, mortgages, home equity lines and loans, and credit cards. Cadence Bank and its affiliates, Linscomb & Williams and Cadence Insurance Agency, are wholly owned subsidiaries of Houston-based Cadence Bancorp, LLC. Additional information about Cadence Bank is available at Cadence Bank, N.A. Member FDIC. Equal Housing Lender.

Contact Information: 

Danielle Kernell

Cadence Bank, N.A.
713-871-4051 direct | 713-392-7709 mobile

[email protected]


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