What are the benefits of ITMs for banks and credit unions?

ITMs allow financial institutions to extend branch hours without adding staff, expand into new markets at a significantly lower cost than a full branch build-out, and deliver a full-service teller experience through live video — combining the convenience of self-service with the relationship quality of a live interaction.

The cost advantage of ITMs over traditional branches is substantial. A staffed branch requires physical space, full-time employees, and all the associated overhead. An ITM can serve customers during and after traditional branch hours using a centralized pool of virtual tellers, dramatically reducing the cost per transaction and the capital required to enter a new market.

For credit unions and community banks competing for convenience, ITMs are one of the most effective tools available. Members who previously had to visit a branch during business hours can now complete complex transactions — account inquiries, loan payments, document exchange — through a video-assisted session at any hour the institution chooses to staff the virtual teller center. CSG handles ITM implementation, deployment, and ongoing support to get institutions up and running as quickly as possible.