• Frainc Reid

What's the Difference Between Video Teller, ITM, ATM, Assisted-Self Service? | Part 1 of 3

Updated: Feb 9

This document is the first in a 3-part series looking at Branch Automation Ecosystems.


Part 1: What's the Difference Between Video Teller, ITM, ATM, Assisted-Self Service?

Part 2: What are the Options for Your Branch Automation Ecosystem?

Part 3: The Easiest and Most Effective Branch Automation Ecosystem


With an accompanying full glossary of terms here



 


From discussions with Financial Institutions and Vendors, it has become clear that when talking about Self-Service and Assisted Self-Service Solutions, some terms (ITM, ASK, VTM, etc.) have different meanings depending on who you are talking to.

In these discussions, we found that defining what each term meant to us added a lot of value for the FI’s, leading to a deeper understanding of the options available to FI’s in the Self-Service / Assisted-Self Service space, with the goal of demystifying the many different terms and help FI’s to understand the differences between solutions no matter what the terms used to describe them are.

Please note that we are not trying to correct/change other vendors' meanings, rather trying to share what we mean when we use certain terms. Our clients have found this helpful, so hopefully, it can be helpful to you too.

Definitions:

Item

Description

ATM

Automatic Teller Machines

  • The original Self-Service option, connected solely over the ATM Rails (network).

  • Limited transactions based on a card/pin authentication and limited by the services provided over the ATM Rails.

  • ATM providers charge a fee for every transaction across their network.

VTM

Video Teller Machine

  • This is essentially an ATM Machine with a video connection to an FI call center.

  • Clients talk to the staff member at the other end of the video call, and the staff member generally keys the transaction into the teller system, while being able to control/see what is going on at the ATM.

  • Clients generally cannot transact on the machine without someone being on the other side of the video system.

  • Video Tellers usually have to double key the information already entered by the customer into a separate system that is integrated into the Core Systems - e.g. the Branch Teller System.

  • Video Tellers may allow staff to see/scan client ID in order to start a session.

As these four terms (ATM/ITM/ASK/VTM) are the terms most frequently confused a summary table is included below.

ITM

Intelligent Teller Machines or Interactive Teller Machine.

  • ITM has been used as a catch-all term that includes software connected to the Core and also Video Tellers to assist customers (See VTM below). For the purpose of this document, ITM is seen as an integrated software solution connected to the Core Systems.

  • ITM transactions going directly to the Core Systems do not incur any ATM Fees.

  • Customer authentication is not limited to chip and pin as per the ATM.

  • ITM can have the machine software connect to the Core System(s) and retrieve data and post transactions directly to the Core. The machine may also be able to deal with ATM transactions (3rd party clients) but doesn’t have to.

ASK

Assisted Self-Service Kiosk

  • Like ITM’s ASK also has the machine software connected to the Core Systems.

  • Additionally, ASK will allow staff to interact/assist the client transactions when needed.

  • One key difference between ITM and ASK is that in ASK, the customer drives all transactions but assistance can be provided when certain thresholds or business rules call for assistance. For example: If a check needs to be proofed or a transaction is above a certain threshold.

  • Another key difference between ASK and ITM is that typically, the branch staff are armed with the information necessary to interact in a meaningful way with the customer — proactively or after assistance.

  • Assistance can be local, remote (via video), or none (in which case only ATM-like functionality is available).

  • ASK transactions going directly to the Core Systems do not incur any ATM Fees. Customer authentication is not limited to chip and pin as per the ATM.


SFM

Single Feature Machine

  • A machine that only has one transactional purpose. E.g. A High Capacity Deposit Machine that only takes cash deposits.

  • Addresses Specific needs at specific locations, generally at a lower cost than a Full-Service Machine.

Branch Automation

Ecosystem


Branch Automation Ecosystem

  • The infrastructure and solution that will automate transactions in your branch using Self-Service or Assisted Self-Service machines (lobby, drive up, and through the wall). While your teller line may also have cash recyclers, and check scanners, we are only focusing here on the customer-facing machines here.

  • Your Branch Automation Ecosystem is the combination of software and machines to automate transactions that provide functionality that is not only running on the ATM Rails but also connected to your network.

  • This can be a cookie-cutter solution, or a hybrid solution utilising the best hardware solutions for each location, irrespective of provider.

  • The software chosen to run the Branch Automation Ecosystem is as critical as the hardware — and preferably, the same software should run your entire Branch Automation Ecosystem.


Summary of Solution Terms


A summary of the solution terms and the types of integrations available are described below

​Summary

ATM

VTM

ITM

ASK

SFM

Connects to ATM network

Yes

Possible

Possible

Possible

No

Connects to the Core directly

No

No

Yes

Yes

Yes

Connects to video

No

Yes

Possible

Possible

Possible

Connects to tablet (local)

No

No

Possible

Yes

Possible


 

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