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The Evolution of the ATM Banking Channel

発行 Mercator Advisory Group, Inc.
出版日 ページ情報 英文 26 pages
ATMバンキングチャネルの発展 The Evolution of the ATM Banking Channel
出版日: 2011年12月08日 ページ情報: 英文 26 pages

各金融機関(FI)は、収入およびコストの両面において圧力を受けており、かつてないほど効率的かつ顧客中心になる必要性が生じています。この力学が、現金自動預入支払機(ATM:Automated Teller Machine)が取り扱う業務範囲を拡大するという、新たな機会を生み出しています。このチャネルは、FIが新たなコスト節減策、顧客との相互交流の強化方法、ならびに支店チャネルにおける業務効率の改善手段を探る中、重要な役割を果たすことになります。





  • ATMに大きな変化はない:つい最近までは


  • 変化に備えるATM
  • 強力なセルフセルフサービス機へと進化しつつあるATM
  • 変化へのきっかけとなるもの


  • ATM:銀行支店を利用する最大の理由
  • 顧客によるATMチャネルの利用
  • 全般的に、顧客はATMチャネルにおける経験に満足している
  • ATMの可用性は、効果的な顧客保持戦略の重要な部分となり得る
  • より高性能の預金機がFI(金融機関)保有機に加わることにより、ATM預金は増加する
  • 顧客は資金を預ける新たな方法の開拓に大きな関心を寄せている


  • 高機能ATMは新たな機能を提供
  • 新たなソフトウェア機能がATMの可用性、信頼性、およびセキュリティーを向上
  • 大きな潜在能力にも関わらず、高機能ATMにとっての阻害要因も存在する


  • 戦略的な影響
  • 変化のとき
  • 小売提供戦略の一環
  • ATM vs 進化するチャネル
  • 著作権に関する注記




Mercator Advisory Group report examines new ATM capabilities and increased value for financial institutions and customers alike

Boston, MA -- Financial institutions are being squeezed on both the revenue and cost fronts, creating a need to become more efficient and customer-centric than ever before. This dynamic is creating new opportunities to extend the reach of the Automated Teller Machine (ATM) channel. This channel will play an increasingly important role as Fis seek new cost savings avenues, enhanced customer interaction, and process improvements in the branch channel.

In new research, The Evolution of the ATM Banking Channel, Mercator reviews the important role that ATMs play in financial institutions' overall banking channel strategy. Intelligent deposit ATMs provide new means for financial institutions to extend ATM use beyond simple withdrawals and deposits. This report examines the wide range of additional capabilities these machines offer.

Highlights of this report includes:

  • An overview of the current state of the ATM channel and its role in making self-service banking more efficient and customer-focused.
  • The role that new-generation ATMs can play in an integrated channel strategy.
  • An analysis of the ways the ATM channel can add value to financial institutions and customers, creating a win-win situation.
  • A review of numerous capabilities available now (and in the near future) that will allow ATMs to be a foundation for an effective multi-channel strategy.

"We are at an inflection point in the evolution of the self-service ATM channel. Macroeconomic conditions are forcing financial institutions to explore new ways to reduce costs, enhance the customer experience, and decrease the workload of branch personnel on basic tasks allowing them more time for customer interaction. Advances in technology offer new, different, and creative ways for customers to conduct an increasing number of business transactions on their own. And new regulations provide a window of opportunity for many financial institutions to upgrade their ATM fleets and leverage expanded functionality," Ed O'Brien, director of Mercator Advisory Group's Banking Channels Advisory Service comments.


This report is 26 pages long and has 11 exhibits.

Companies mentioned in this report include: Diebold, NCR, Nautilus Hyosung, Triton, Wincor Nixdorf, Ugenius, Coastal Federal Credit Union, and University Federal Credit Union.

Members of Mercator Advisory Group's Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

Table of Contents

Executive Summary


Current State of the ATM Channel

  • ATMs Largely Unchanged -- Until Recently

The ATM Channel: At A Crossroad

  • ATMs Poised For A Change
  • ATMs Are Evolving To Become A Self-Service Powerhouse
  • Catalysts for Change

User Profiles

  • ATMs: A Main Reason For Bank Branch Use
  • Customers Use Of The ATM Channel
  • Overall, Customers Are Satisfied With Their ATM Channel Experiences
  • ATM Availability Can Be A Key Part Of An Effective Retention Strategy
  • ATM Deposits To Increase As More Intelligent Deposit Machines Enter FI Fleets
  • Customers Show Strong Interest In Exploring New Ways To Deposit Funds

ATM Channel Expansion Opportunities

  • Advanced-Function ATMs Offer New Capabilities
  • New Software Capabilities Increase ATM Availability, Reliability, and Security
  • Despite Great Potential, Inhibitors Exist for Advanced-Function ATMs

ATM Channel Expansion Opportunities

  • Strategic Implications
  • A Time For Change
  • Part Of A Retail Delivery Strategy
  • ATMs Vs. Evolving Channels
  • Copyright Notice

Table of Figures

  • Figure 1: Estimated ATMs in Service Worldwide in 2015
  • Figure 2: The Evolution of the ATM Channel
  • Figure 3: Reasons for Bank Branch Use
  • Figure 4: Communication Channels By Task
  • Figure 5: Satisfaction With Communication Methods
  • Figure 6: Reasons For Not Changing Primary Financial Institution
  • Figure 7: Customers Showing Interest In Using ATMs For Depositing Funds
  • Figure 8: Interest In Using New Ways To Deposit Or Cash A Check
  • Figure 9: Intelligent Deposit ATM Screen Example
  • Figure 10: " Envelopeless" Intelligent Deposit ATM
  • Figure 11: Evaluating The Cost And Value Of Advanced-Function ATMs
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