Banking Customer Experience Solutions for Modern Branches
Digitize branch journeys with virtual queues, online appointment booking, AI-powered self‑service kiosks for banking, digital signage, and analytics to cut waits and boost productivity.
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Bank branch transformation
Customer flow for modern banking
Moving routine work to self-service shortens visits and eases teller lines (Bain, “Digital Branch of the Future”). Banking customer experience solutions coordinate arrivals and service so branches run on time. Wavetec’s platform blends virtual queuing and appointments with AI-guided self-service kiosks for cash & cheque deposit, card and cash dispensers, ATMs, and account opening/KYC combined with digital signage and real-time alerts. Routing and SLA dashboards integrate with CRM/ERP under SSO/AD, backed by ISO 27001 and ISO 9001.
Why Branches Struggle
High footfall plus complex services create uncertainty, long waits, and uneven quality without real‑time visibility, routing discipline, and self‑service migration.
Long Queues
Midday and event surges strain queue capacity; a blended “dual ticketing” model (appointments + walk‑ins) helps balance peak traffic and manage demand in banks.
Limited Visibility
When KPIs like wait time or SLA compliance in branch operations are incomplete, critical operational constraints and staffing gaps remain hidden.
High Cost-To-Serve
Without self-service, routine transactions stay at the counter, elevating per-transaction costs and squeezing branch margins.
Enhanced Customer Experience
How It Fits Together
A complete suite for coordinating queues, appointments, self‑service, and analytics—integrated with core systems for control.
Queue Management System
Coordinates arrivals, virtual tickets, and call‑forwarding with routing rules and SLA targets. Our Spectra dashboards with service performance metrics protect efficiency and flow.
Self-Service Banking
Self-service for deposits, payments, card issuance, and document/KYC checks reduces routine counter transactions, in line with modern branch optimization best practices.
Digital Signage
Clear call‑forward instructions and status displays reduce lobby uncertainty with multilingual support.
Measured improvements
Use routing discipline, auto‑call, appointments, and self‑service to cut bank wait times and raise utilization—validated by Wavetec Banking Benchmarking (2023) and modelled scenarios.
30%
Reduced average wait times
10%
Increase in service flow
15%
Increased staff utilization
Power Your Branch Operations
WhatsApp and Web Virtual Queuing Solution
Let customers join the queue virtually from web or WhatsApp, then auto-route them to the next available counter – cutting wait times and crowding.
CQuick Cash Deposit Machine
With a deposit capacity up to 20,000 notes, automate cash intake to deflect routine transactions from tellers, improving accuracy and counter productivity during midday spikes.
Cheque Deposit Machine
Powered by our AI-powered Cheque Management Suite, the self-service cheque deposit kiosk delivers streamlined processing with real-time handwriting OCR, template validation, and automated rules/fraud checks.
Appointment Scheduling
Web/WhatsApp booking with reminders and no‑show back‑fill blends with walk‑ins to throttle peaks and stabilize service levels.
Ticket Dispenser Kiosk (“Take a Ticket”)
Physical ticketing for walk‑ins ensures inclusive access, clear triage, and consistent queue logic across branches – fully integrated with virtual queuing.
Spectra Analytics and ViaOS
Branch and segment dashboards track wait, serve, SLA, and abandonment trends ultimately eliminating surface bottlenecks and guide staffing decisions.
Integrations
Enterprise-Ready Integrations
Open APIs and governance features connect branches to core banking systems while supporting audit logs, security, and WCAG accessibility patterns.
Where It Applies
Tailor routing, SLAs, appointments, and self‑service to core branch workflows and peak patterns across locations.
Teller Services
Virtual tickets, clear call‑forwarding, and kiosk deflection for deposits/payments reduce lobby lines and idle time.
Account Opening
Merge bookings with walk‑ins; pre‑validate documents; reserve advisory desks for complex needs to protect SLAs.
Self‑Service Deposits and Card Issuance
Automate cash and cheque deposits and enable card issuance/pickup at kiosks with notifications to cut counter congestion, shorten queues, and reduce repeat visits.
Loans and Advisory
Prioritize scheduled customers, route to senior staff, and allocate longer slots to reduce rework and repeat visits.
Post-Visit Analytics
Compare KPIs across branches; spot bottlenecks; share playbooks for campaigns and benefit disbursements via Spectra dashboards.
Trusted Banking Clients & Case Studies
Wavetec enhances banking with digital queues, kiosks, and seamless experiences.
20 Jan 2025
Bank of India
Reduced customer wait times by 30% using queue management and self-service kiosks.
19 Jan 2025
SBI (State Bank of India)
Streamlined branch traffic with digital signage and appointment scheduling.
18 Jan 2025
Emirates NBD
Improved customer journeys using virtual queuing and WhatsApp notifications.
Frequently asked questions
Everything you need to know about the product and billing.
Wait time, SLA performance (tickets under target), serve time, abandonment, transactions per counter, and CSAT by branch and service. This KPI-approach exposes improvement areas, especially at desk counters where SLA benchmarks lag (Wavetec Banking Benchmarking Whitepaper, 2023).
Open REST APIs and webhooks connect to your CRM, ERP, and secure document stores (for IDs, forms, contracts), plus e-signature and archiving tools. Admins get SSO/Active Directory, role-based access, and audit trails. The UI is multilingual and accessibility-friendly.
Yes. Increasing staff availability from ~45% to ~60% reduces average wait ~30%; auto‑call further trims between‑ticket delays (Wavetec Banking Benchmarking Whitepaper, 2023).
Cloud-based solutions, hybrid or on-premises installations, with high‑availability, data‑residency choices, and failover configurations. Implementation timelines depend on integrations, kiosk scope, and change management.
Shifting routine transactions to kiosks frees teller counters for complex needs and shortens in‑branch time, as shown in branch redesign programs (Bain brief; see also McKinsey on time‑savings metrics as productivity proxies).
Still have questions?
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