NCR Corporation is gearing up for a bigger play in India given the major metamorphosis that the banking industry is undergoing in the wake of rapid digitisation.
Evolving scenarioNCR, a major players in the consumer transaction technology space, has a headcount of around 3,500 in India with an ATM (automated teller machine) manufacturing base in Mahindra World City near here and a research and development presence in Hyderabad.
In an interaction with The Hindu , Navroze Dastur, Managing Director of NCR Corporation India Private Ltd., said the evolving scenario was forcing banks to follow ‘omni-channel approach’ to get a 360 degree view of its clients and enhance their experience to exceptional levels across all channels.
A modern day consumer can use several channels or options to interact with a bank. Perhaps he or she may wish to use all of them. Financial institutions should be able to communicate with their customers across all, and not just a few channels. Typically, a single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the ‘connected consumer.’
Analysing information“From a customer’s perspective, omni-channel banking continues to offer access to financial services across a variety of channels and introduces more consistent interactions with the banking brand across the various touch-points. The bank will be able to analyze the information being fed in from different channels so that it can build up a detailed and accurate picture of the customer’s preferences and behaviour,” Mr. Dastur said. With omni-channel banking, customers would have a consistent experience whether accessing their bank via a mobile, tablet or visiting a branch in person, he said. “If the banks don’t step up and provide this omni-channel experience, there are plenty of others who, unencumbered by legacy systems and cultures, are ready to grab the opportunity,” he said.
Software platformNCR, he said, had developed a software platform that seamlessly integrated with banks’ current infrastructure. This multi-channel platform, he said, allowed a bank to easily and quickly introduce new software applications even while ensuring that customers enjoyed a consistent look and feel across banking channels in an advanced and secure environment. He felt last-mile connectivity would remain a key factor for making financial inclusion successful.
