Delivery Channels to Converge in the Cloud
Over the past 10 years I have watched and actively participated in setting up various delivery channels at credit unions. Today, credit unions have branches, telephone banking, call centers, online banking, text banking and mail banking. Ultimately, each of these have required credit unions to invest time and money in building specific technology to support the services (other than the mail). With the benefits of these new services has also come additional risk. Each new channel has exposed additional elements around you that are trying to commit fraud against your credit union. Credit unions have reacted by layering on various types of security to deal with the variety of threats unique to each channel. It is a constant evolutionary challenge to stay one step ahead and simultaneously enhance the choices for consumers.
Ultimately though, all of these delivery channels will converge. Members are probably already walking into your branches with iPads and showing you problems in their accounts. They call into the call center with more information at their fingertips than your frontline personnel. They are texting, skyping, video chatting and instant messaging with their families in real time.