First Portuguese bank to offer Assisted Service in branches
BASINGSTOKE, England–(BUSINESS WIRE)–GLORY today announced that Millenniumbcp, one of the largest private
banks in Portugal with over 600 branches nationwide, has begun
deployment of Glory’s TellerInfinity assisted service solutions as part
of their Customer Experience 2.0 program.
The deployment project follows a successful Pilot and proof of concept
research by the bank. Millenniumbcp is the first bank in Portugal to
offer Assisted Service to customers at its branches, and the program is
part of the bank’s new customer centric branch strategy, designed to
enhance service delivery. The bank’s approach clearly differentiates it
from its competitors, and the entire Customer Service 2.0 program is
improving existing customer retention and is attracting new customers,
while simultaneously lowering overall branch operating costs and
enabling the bank to become even more competitive.
TellerInfinity enables migration of a wide range of staff-supported
transactions to be delivered away from the teller counter, including
deposits including coins, larger cash and cheque deposits and cheque
cashing. The solution delivers faster customer service with less time
spent queueing at the branch. As part of Millenniumbcp’s strategy,
TellerInfinity enables a full range of services in a smaller branch
footprint and at a fraction of the cost of traditional branches.
The Customer Service 2.0 initiative, when completed, is expected to
deliver most complex transactions through assisted service technology in
most full-service branches in their network.
TellerInfinity offers a unique balance between technology and personal
touch and can be fully integrated into existing branch processes. The
bank reports that a significant percentage of customer transactions have
already migrated from the teller counter.
One of the Project Team members from Millenniumbcp said ‘The
user-friendly design and cash recycling technology make Glory’s solution
a great fit for our requirements. Glory’s innovative technology for our
branches helps differentiate us from our competitors, reinforcing our
recognized positions as Portugal’s most innovative bank and servicing
Portugal’s most satisfied banking customers. It enables us to focus on
customer service delivery by eliminating tellers counters and bringing
staff and customers together in a very proactive way’.
Using TellerInfinity further enables the bank to provide key complex
transactions on a 247 basis, further enhancing their customer service
João Ferro, Managing Director, GLORY Portugal, explained ‘We are
delighted to be working with Millenniumbcp as they redefine
customer-focused banking in Portugal through assisted service across
their branch network. It is fantastic to see TellerInfinity truly
impacting the bank’s customer centric approach’.
As a global leader in cash technology solutions, we provide the
financial, retail, cash center and gaming industries with confidence
that their cash is protected and always working to help build a stronger
Our cash automation technologies and process engineering services help
businesses in more than 100 countries optimize the handling, movement
and management of cash. While we span the globe, we personally engage
with each customer to address their unique challenges and goals —
enhancing staff efficiency, reducing operating costs and enabling a more
rewarding customer experience.
Employing over 9,000 professionals worldwide with dedicated R&D and
manufacturing facilities across the world, GLORY is built on a rich
customer-focused, technology-driven heritage spanning almost a hundred
Millenniumbcp is the largest private Portuguese bank, with a decisive
position in the financial market in Portugal. It is the second largest
bank and the leading private bank in terms of market share, with an
extensive banking distribution network in the country, involving around
1,000 branches and 15,000 employees in various geographies, which
address the needs of 5.4 million customers spread throughout the world.
Millenniumbcp is leader in the modernisation of the banking sector and
places new means and new branches at the disposal of their customers,
which allows them to provide their clients with greater comfort and
For more information, please visit www.millenniumbcp.pt.