Using technology to create safer, smarter bank branches

Matt Tengwall, Senior Vice President and Global General Manager, Verint explores how technology is transforming the banking experience.

When you step into a bank branch today, there’s a sense that things have changed. The experience feels different than in years past.

The atmosphere is modern, safe and highly focused on making clients feel welcome and secure.

Behind the scenes, a revolution is reshaping this environment, helping banks create a more inviting yet secure environment for customers and employees alike.

At the centre of this transformation is a new approach to technology that includes more advanced video surveillance, along with a suite of connected technologies that help ensure that office and branch visits are as seamless as possible. 

In today’s banks and credit unions, video surveillance does more than record video passively. These systems act as the bank’s eyes and ears, working alongside security teams to create a safer experience for everyone. At a basic level, these systems monitor for potential risks, but help analyse activity.

They’re able to enable teams to spot unusual behaviour before it escalates into a larger problem. It’s an extra layer of protection for everyone.

For example, picture a customer using an ATM. Modern surveillance systems can detect behaviours that might signal trouble, like someone lingering too close or attempting to tamper with the machine. The system can alert bank security, who can respond quickly.

This real-time insight means that ATMs aren’t just convenient, but they’re also safe, reliable and accessible when clients need them.

This type of proactive monitoring is particularly valuable because it reassures customers.

They don’t need to worry about the ATM being out of service or unsafe to use – banks are watching over their experience at all times. The result is a smoother, more dependable banking journey that builds trust and encourages loyalty. 

Creating a more welcoming environment

Technology also plays a role in making offices and bank branches a more welcoming place. Video surveillance now allows security staff to keep a close eye on the entire space without being intrusive.

It frees up employees to focus on helping customers while the security system handles the oversight.

Clients can come in and handle their banking needs without feeling that security is hovering too close. Instead, the environment feels open, but thoroughly protected.

Take, for example, a branch manager who notices an influx of clients during peak hours.

Video data derived from video capture can help them adjust staffing levels or move clients through faster, ensuring that lines don’t build up and that everyone is served promptly.

Surveillance isn’t just about keeping people safe — it’s also about creating a positive, stress-free experience that makes clients feel valued.

In larger branches or those with extended hours, these systems are especially useful.

They allow bank staff to focus on customer service, knowing that if anything unusual happens, the security team will receive an instant alert.

If there’s any suspicious behaviour near the entry, for instance, the system can notify branch staff right away, giving them the time they need to ensure everyone feels comfortable and safe.

A safe, trusted place for the community

A local bank branch is more than just a place to manage finances; it’s a part of the community.

As clients become more familiar with their local branch and bank office environments, they develop a level of trust and comfort, knowing it’s a secure space where they can handle sensitive transactions without worry.

Video surveillance plays an integral role in this by ensuring that security incidents are handled swiftly, often before they’re even noticed by the public.

In addition to the bank lobby, ATM areas benefit from these same safeguards. Whether it’s day or night, clients want to know they can access their accounts without concern for safety.

With advanced surveillance systems, banks can detect unusual activities, like someone attempting to tamper with an ATM, loitering or obstructing the area.

If anything suspicious occurs, security is notified immediately and preventive actions can be taken. This protects the bank’s assets and ensures customers have continuous, safe access to services at all hours.

Another essential element is the ability to respond quickly if something does go wrong. Modern surveillance systems empower security teams by providing instant access to footage and notifications, helping them take swift action whenever necessary.

This capability is invaluable in a branch setting, where maintaining a calm, controlled atmosphere is paramount. If a security issue arises, the team can respond without disrupting the client experience, preserving the bank’s reputation as a safe, welcoming space.

Safety and seamless customer experience

Ultimately, the goal of these systems is to keep banks secure while making the experience effortless for clients. Surveillance and security are essential, but they’re working in the background because customers want to feel that they’re valued, not just monitored.

By creating a branch experience that’s both secure and unobtrusive, banks build a reputation as trusted partners in their clients’ financial lives.

The ideal on-site bank experience combines safety with simplicity. When technology can help identify a potential issue before it becomes a problem, clients feel reassured without even knowing why.

They notice the lack of hassle, the ease of each transaction and the professionalism of staff able to focus on their needs rather than on monitoring the branch.

In essence, these solutions enable banks to return to what they do best – serving clients and supporting the community. The technology may be complex, but the result is simple: Banks become safer, more welcoming places.

As they continue to refine and expand these security measures, they ensure that every client feels at ease, every interaction is smooth, day or night. 

Looking to the future

As banking continues to evolve, clients can expect even greater emphasis on creating seamless, secure experiences that anticipate their needs.

Advanced surveillance systems and intelligent security solutions will play a key role in making that vision a reality, allowing banks to serve their communities with confidence, dependability and a personal touch.

In this digital age, security doesn’t mean building walls around our clients. Instead, it’s about creating a strong, secure foundation that allows them to engage with the bank freely, without worry or inconvenience.

Video surveillance and associated technologies aren’t just helping banks protect their assets – they’re helping banks take care of their clients in new and thoughtful ways. And that’s a transformation everyone can feel good about.