< Previousnews 10 KIOSK solutions solutions Customer Engagement Technology KIOSK Kiosk Solutions reaches an audience of 15,000 decision makers on a bi-monthly basis right throughout the UK. These 15,000 individuals are comprised of Customer Service Directors, Project Managers, CIOs , CTO’s, FD’s and many more besides. This unique readership presents you with a unique opportunity to reach an audience that is not available through any other media. Independent Kiosk Solutions is an independent publication, aiming to offer an objective view of the industry. Articles may present newsworthy acts and/ or opinions of named companies, but all measures are taken to ensure that articles within Kiosk Solutions report the objective facts without bias. Editorial We welcome contributions and submissions of news, features, thought leadership posts and interviews from companies and individuals regarding the kiosk and digital signage industry. These can be sent to the editor; Laura Vallis at editor.kiosk@abacus-comms.co.uk. All editorial that we receive from third parties is subject to the editor-in-chief's ultimate approval, and submission of an article is no guarantee of publication. To ensure that all articles meet the editorial policy, we reserve the right to edit the whole or part of any material selected for publication. You can find our editorial policy on our website: www.kiosksolutionsmagazine.com/guidelines. Advertising If you would like to discuss one of our advertising or advertorial packages please contact Lloyd at lloyd.vella@abacus-comms.co.uknews 2020 Vision: New Identif-eye chart helps retailers judge the mood of customers As mask-wearing becomes mandatory in shops, a chart that enables shop staff to identify the mood of shoppers is being made available for free by retail experts Uncrowd. The at-a-glance chart, downloadable from www.uncrowd.uk, maps thirty-two eye moods to enable staff to diagnose and pre- empt potential problems. Moods range from ‘queue-jumped’ to ‘WTF’ Uncrowd boss Richard Hammond said: “Good retailers can read their customers like a book, but if their mouths are hidden behind masks, it’s a bit harder to work out what they’re thinking and feeling. Our at-a- glance guide should help to check the mood of a customer. 2020 vision was supposed to mean perfect eyesight. This year, with the pandemic and mask-wearing, it’s taken on a slightly different meaning.” Uncrowd, a London-based start-up, helps retailers to work out how best to appeal to customers by rating service and experience against 82 variables. n VoiceBase and ThoughtSpot partner to offer the enterprise searchable and AI-driven voice analytics VoiceBase, AI-powered voice analytics company, has announced a strategic partnership with ThoughtSpot, search and AI-driven analytics platform, to revolutionise how enterprises gain faster insights from their voice data through innovative search capabilities. Voice Analytics has been empowering frontline workers in contact centres and organisations for years, but 86% of businesses report that they need better technology-enabled insights to really gain value from their data. The value of these analytics can be transformational for enterprises. In fact, “By 2025, AI for video, audio, vibration, text, emotion and other content analytics will trigger major innovations and transformations in 75% of Fortune 500 global enterprises” according to Gartner’s Top 10 Trends in Data and Analytics, 2020 report. By partnering with ThoughtSpot, VoiceBase customers can equip their business users to find powerful, contextual insights in their voice, text, and other contact centre data. The simple search interface has made it possible for businesses to get actionable, granular insights from their voice data on their own, without requiring days of training or relying on technical experts. Together, VoiceBase and ThoughtSpot have made it easier to search voice data, personalise and share these insights, and use them to drive action that results in business value. “In our work with some of the largest enterprises in the world, it’s clear that there’s huge value in understanding their customers using new means. With the combination of voice data and search analytics, companies can differentiate their customer experiences and power their business like never before” said Ranjan Sinha, President of Axis Group. “By taking advantage of the new partnership with VoiceBase and ThoughtSpot and shaping it to suit our clients’ needs, we’re helping them make every conversation and interaction with their customers count.” With ThoughtSpot’s search and AI-driven analytics platform and VoiceBase’s Enterprise Accelerator, customers will be able to deploy a solution that is secure, scalable and transformational. Businesses can now tap into the full power of their voice data to gain knowledge across all of their call recordings like never before. ThoughtSpot’s platform empowers business users to answer their own data questions through simple interfaces they are familiar with from their personal lives while using AI to automatically deliver personalised insights to questions they care about but didn’t know to ask. “As the workforce becomes increasingly distributed and remote, it's more critical than ever for organisations to bring the power of their voice data to business users and decision-makers,” said Cindi Howson, Chief Data Strategy Officer, at ThoughtSpot. “By partnering with VoiceBase, we’re helping enterprises unearth powerful insights from their customer conversations to shape delightful customer experiences and drive growth.” “Today’s data-driven organisations have become dependent on visualising all of their data in a variety of ways to discover the underlying answers they need to better manage their business,” said Jay Blazensky, CRO and Co- Founder at VoiceBase. VoiceBase and ThoughtSpot will drive an accelerated time-to-value solution for their joint customers by offering them an end-to-end solution to better define and boost overall business results across the entire enterprise. “ThoughtSpot is a perfect environment for enterprises committed to improving customer experience, to fully understand what customers are telling them and what it means,” said Blazensky. n KIOSK solutions 11news Zytronic’s multi-touch technology brings smart agriculture to life When the farm meets smart technology, what will it look like? With the advent of the Internet of Things, ‘Big Data’ and machine learning, many businesses can now quickly and accurately collect and analyse information to fine-tune their processes and improve productivity. In 2019, Taiwan’s National Science and Technology Museum began building its ‘smart agriculture’ display, which extends ‘The Story of Taiwan Agriculture’ exhibition. The hall showcases the development of Taiwan's agriculture and the country’s many achievements in this vital industry. Despite being only 36,000 sqkm in area, Taiwan benefits from rich natural and geographical resources. One of the most widespread forms of agriculture on the island is pig farming, which is worth an estimated NT$80 billion (£2 billion) per year. For this exhibition, the museum curator wanted to display Taiwan’s agritech advancements using modern, interactive technologies to encourage visitor engagement. Highlighting how pig farming has embraced technology, increased productivity and improved animal welfare, the museum invited Techart Group to create an interactive touch table. Founded in 1997, Techart Group is one of the first multimedia, interactive design and installation companies in Taiwan, and has won numerous international awards for its clever combination of technology and creativity in retail, corporate and public entertainment applications. With a team of multi-disciplinary experts, the company takes complex ‘experiential’ projects from concept to completion. Zytronic’s business is geared around the provision of reliable and readily customisable touch technology, even in small quantities. As a company, it has been developing and manufacturing touch sensors for over 20 years, based upon its patented and award-winning projected capacitive technology. Zytronic proposed a multi-touch sensor with integrated object recognition capability built into the associated touch controller’s firmware. When used in touch tables, object recognition technology provides a novel way for the user to engage with the touch screen, using a suitably designed physical ‘artefact’ with each object linked to different content. Techart Group selected a ZyBrid 43in glass touch sensor combined with a Zytronic ZXY500 multi-touch controller that supports object recognition and up to 100 independent touch points while delivering millisecond quick responses. The specified glass also featured an anti-glare finish to reduce reflection and create a smooth, low stiction experience as users’ fingers move over the touchscreen surface. Zytronic also prepared and supplied a set of detectable and individualised puck-like objects so that Techart Group could develop their software content using Zytronic’s application program interface (API) to recognise and react appropriately when each artefact is placed on the surface of the touch table. “Zytronic’s ZyBrid sensor technology delivers fast touch response and excellent accuracy,” says Yu Hsiang Tsai, technical director, Techart Group. “The integrated object recognition technology enabled us to shorten our development time considerably; this would normally have been achieved using a system of cameras to detect shapes and correctly decipher the information.” n BrightSign expands BSN.cloud CMS offering to include Embed Signage BrightSign, LLC has expanded its list of available CMS partners in BSN.cloud Control Cloud to include Embed Signage. BSN.cloud Control Cloud is a free subscription included with every BrightSign player running BrightSign OS 8. It delivers cloud connectivity for real-time player control from anywhere, as well as simple setup and provisioning features with a quick drop-down choice of CMS, where users can now find Embed Signage listed as one of the available CMS options. “BrightSign is committed to giving end-customers a choice when it comes to content management software, and BSN.cloud Control Cloud gives customers easier-than-ever access to these partners,” said Jeff Hastings, CEO, BrightSign. Embed Signage features integrated BrightSign player control such as screenshots, scheduling reboots, firmware updates and setting time zones, along with various data displayed for network info, resolution and more. Customers can manage the BrightSign players while taking advantage of the digital signage software features Embed has to offer such as analytics, touch, 4K, IPTV, Nexmosphere sensors, HDMI in and more. “BrightSign’s BSN.cloud Control Cloud is a great tool for those wanting to remotely manage their BrightSign players, including player diagnostics,” said Drew Harding, Sales and Marketing, Embed Signage. “Being part of the BrightSign ecosystem means our customers get the best of both worlds - they get to manage their BrightSign players via BSN.cloud Control Cloud, easily install Embed with a click of a button and create great digital signage using the features within our software.” n 12 KIOSK solutionsnews Kastus launches a new generation of antimicrobial and antiviral screen protectors The Covid-19 virus outbreak has changed the world’s attitude towards hygiene and especially shared touch surfaces. Hard surfaces such as touchscreens have been identified as part of the cross- contamination problem. Irish company Kastus has launched a new range of commercial antimicrobial and antiviral screen protectors, as businesses worldwide seek a proven solution to help protect their touchscreen devices against harmful bacteria and viruses. The patented Kastus coating technology is built into the screen protector surface and offers ‘always on’ double protection for touch screens upgraded with this new innovation. Kastus tech has been independently proven to be effective against human Coronavirus on treated surfaces, and also claims to block up to 99.99% of surface bacteria such as SA and E. coli. The screen protector innovation is easy to retrofit on existing touch screens and enables businesses and their consumers to interact with extra peace of mind. The new tempered glass screen protectors provides enhanced protection on any touchscreen device, making it suitable for a wide range of sectors, as Kastus founder and CEO, John Browne, explains: “The Coronavirus pandemic has changed how every business across the world interacts with their customers. Now more than ever, consumers and business owners are concerned about the transmission of germs and viruses through touchscreen devices. Businesses are actively seeking solutions that can provide enhanced hygiene and safety to their customers as they reopen their doors and fight to remain open in uncertain economic times. “These screen protectors are designed to help better protect consumers and staff using self-service kiosks and other shared touchscreen devices in everyday places such as grocery and convenience stores, quick-service restaurants, retail, travel, hospitality, healthcare and banking. Kastus have been recognised experts in antimicrobial and antiviral coating technology since 2014 and we are currently working with a host of global brands to help enhance their current estate of touchscreens”. The new Kastus screen protectors can be made to order in sizes from 4in to 34in diameter and are easy to retrofit to any existing touchscreen instore. It’s the same process as applying a consumer mobile phone screen protector. Made from anti-shatter, durable, tempered glass these protectors are designed with patented Kastus antimicrobial surface- coating technology permanently built in. Each screen protector comes with an accessory application kit, including microfibre cloth and squeegee to allow anyone to effectively apply it in just a few minutes. The new glass screen protectors can be ordered directly from Kastus. n Digi International introduces a versatile Digi IX20 Router Digi International has launched the Digi IX20, an industrial router providing adaptable, right- sized connectivity in industrial infrastructure, location monitoring, and unattended retail applications. The Digi IX20 also offers advanced security and redundancy features for reliable performance in harsh environments. The Digi IX20 integrates with Digi Remote Manager, an IoT device monitoring application that provides secure remote monitoring and control, enables automated firmware and software updates, and brings simple, comprehensive management of intelligent routers. This application unlocks the full potential of the IX20 both by simplifying the road to data-driven insights and the performance of the router itself, including uptime and failover (Digi SureLink) and security (Digi TrustFence) features. Digi IX20 uses Digi CORE plug-in modems that provide user-selectable connectivity while maintaining the ability to change or upgrade connectivity protocols without replacing the router. Meanwhile, its serial interface easily fits into most deployments without requiring a redesign. Digi IX20 is a versatile router with features to support a wide range of applications and use cases from critical industrial monitoring to self- service retail kiosks. n KIOSK solutions 13 These experiences involve enabling customers to pre-stage a banking service on their phone, finish it through a self-service kiosk or carry out day-to-day transactions inside the branch. What types of banking services can the machines provide? Contactless alternatives of banking services instead of customer service counters Almost all non-cash transactions can be done through the self-service kiosks which offer unattended banking services through 24/7 digital branch. Customers who are vulnerable, essential shift workers, and those who wish to avoid the crowds can complete their banking transactions outside of usual business hours with access to the following services: Onboarding experience Onboarding of new customers without exposing employees to any health risks Customers can open new accounts safely and conveniently using the self-service kiosks which can either be installed in a smart digital bank branch or in public areas like malls. The kiosk validates the identities of customers through biometric identification or scanning their ID cards, and issues a card instantly. With the current pandemic, banks are now facing a new challenge of providing an all-encompassing experience to their customers while maintaining social distancing. Why banks should invest in alternative channels Duha Faidi | Marketing Manager Amman Regional Office SEDCO 14 KIOSK solutions14 KIOSK solutions14 KIOSK solutions bankingRenewal of cards Dispensing different types of banking cards through self-service machines The process of applying for banking cards can be quite long. It may require customers to visit the bank more than once to apply for and acquire their cards. Self-service kiosks provide a convenient and quick solution that allows customers to obtain ATM and debit cards. The card is dispensed to the customer on the spot, resulting in a faster and much safer customer journey. Issue cheques or chequebooks Performing banking transactions whenever the customers need Waiting can be hectic. If customers are in a rush, they can easily print cheques or chequebooks while customer validation can be done through the machine, such as scanning, printing, and sharing supporting documents or capturing the customers’ photos and signatures. Cheque deposit 24/7 cashless transactions in a safer mode Customers can get many non-cash transactions KIOSK solutions 15KIOSK solutions 15KIOSK solutions 15 bankingaround the clock without the need for direct human interaction. This includes fund transfer, cheque deposit, and many other banking services. Print account statement Instant printing of relevant banking documents There is no need for customers to visit the branches and wait in crowded rooms to print relevant documents. With self-service machines, they can easily print account statements and a variety of documents while maintaining a safe distance from other people. Remote consulting Remote assistance via video banking Customers can gain direct assistance from a remote agent whenever they need through interactive video banking machines. This option is particularly helpful as it eliminates the need for face-to-face communication and significantly minimises the health risks associated with in-person interaction. Bill payment Other services with minimal human interaction With self-services kiosks, banks can reduce the number of staff needed to serve walk-in customers for many services, even for bill payment transactions. The kiosks accept cash, coins and credit cards. How self-service kiosks make a difference With self-service machines, banks can evolve to smart digital branches while optimising resource utilisation to serve customers beyond the working hours at reduced costs. All self-service kiosks and branches can be – even when you take away physical distancing, banks still gain substantial benefits from their kiosks – banking 16 KIOSK solutionsKIOSK solutions 17 centrally managed from the head office, where banks can easily manage and control their machines remotely, and get access to powerful reports and statistics to do the following: • Compare transaction demand across regions, machines, services, periods and segments. • Analyse customer traffic distribution in each machine. • Measure customer satisfaction level against the organisation’s goals. • Analyse customer trends for a specific period of time. • Generate revenue analysis report. Why banks should invest in self-service kiosks during and after the pandemic Social distancing is likely here to stay (at least for the next 18 months) as we find a new, safer normal. That said, even when you take away physical distancing, banks still gain substantial benefits from their kiosks, including: • Customer empowerment – Ability to choose whether to be served through service counter, self-service kiosk or via video calls through the machines. • 24/7 self-service corner – Customers can access nearly all banking services on- demand, during weekends and holidays. • Cost-effective channel – Banks can reduce cost per transaction by reducing employee and overhead cost. • Better customer experience – Minimal queue length and wait times and more convenience, privacy, and safer customer journey. • Increased revenue – By promoting relevant services at the right time, tailored to each customer profile and interests. • Resource efficiency – Banks can deploy and relocate machines, and minimise the number of branch staff needed to serve customers. Transform into smart digital banking branches with self-service kiosks Ease of transaction, safer customer journey, zero waiting time, better experience, and quick service are just a handful of the benefits that you can expect from the self-service machines. A cost-effective service alternative that complies with social distancing, while ensuring availability of banking services 24/7. The machines provide immense business value to banks while keeping both staff and customers protected during these uncertain times. n bankingHow a touchless kiosk interface fits into your business touchless interface 18 KIOSK solutions COVID-19 has shifted the way society views cleanliness and personal hygiene. There is a new importance placed upon these principles that many people are prioritising over everything else in their day-to-day activities as evidenced by industries shifting to a mostly work-from- home-style schedule.Chris Fravel, Marketing Specialist for KioWare Kiosk System Software When people aren’t in the safety of their own homes, it’s not uncommon to see them regularly applying hand sanitiser, wearing masks in public areas, and keeping an appropriate social distance from other people; habits that were not commonly seen before the global pandemic of 2020. That begs the question as to how businesses can maintain regular operations while also keeping in mind the newfound importance of minimising the spread of bacteria. A growing number of businesses are discovering that implementing a touchless interface to their self-service kiosks covers most of those bases. This is how a touchless kiosk interface does it: A touchless kiosk interface allows for the same interaction without physically contacting the surface of the self- service device. Minimising the amount of contact an end-user has with your self-service kiosk is one thing, eliminating it is another thing entirely. This can be accomplished by scanning a QR code to access a secure connection between the kiosk device and the end-user’s personal mobile device. KIOSK solutions 19 touchless interface 1Next >