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Bank Muscat consolidates innovative e-channel network to enhance service

MUSCAT, 08 January 2019 

Bank Muscat, the flagship financial services provider in the Sultanate, in line with its vision ‘To serve you better, everyday’ and commitment to banking service excellence, has consolidated its digital footprint in Oman. 

With almost 50% of the network of self-service machines and kiosks in Oman, the bank’s e-channel network is growing steadily with the total number presently at 702, including 426 ATMs, 113 CDMs, 134 full function machines (FFMs), 10 business cash deposit machines (BCDMs) for bulk deposit by corporates and 19 statement printers. The largest network of innovative e-channels unleash convenience and secure banking services across the Sultanate, including remote and far-flung areas.

Amjad Al Lawati, AGM – Cards & eBanking, said: “Bank Muscat is proud to be the preferred e-channel service provider in Oman. With emphasis on competitive channels and new products to cater to various sectors, Bank Muscat is focused on maintaining leadership in hi-tech products and services, including electronic payment and web-based services, in tune with the banking requirements of a young, tech-savvy generation. Bank Muscat is committed to investments in state-of-the-art technology to further increase efficiency in digital channels and improve customer service.” 

The self-serve (ATM/CDM) network forms a pillar of benchmark customer service and Bank Muscat can proudly claim that its network spread across the country is the preferred choice. Meeting the banking requirements of citizens and residents in all regions, the bank’s digital channel network is notable in remote areas such as Al Mazyonah in Dhofar, Lima in Musandam, Wadi Bani Khalid in Sharqiyah, Wadi Jizzi, and Mahdha in Buraimi.

In keeping with technological developments, the bank’s digital channels are witnessing consistent growth. In ongoing upgrades, the bank replaced 325 old machines with state-of-the-art machines. In 2018, the bank installed 60 new ATMs and CDMs. The bank maintains high uptime exceeding 95% throughout its ATM/CDM network across Oman.

The Business Cash Deposit Machines are equipped with the industry standard security specifications and can be used for depositing large value cash. The machines are available 24 x 7 and facilitates secure and convenient transactions specially during week-ends and holidays. The Statement Printer Kiosk can be used by all Bank Muscat customers for printing account statements.

With consolidation of digital channels, the share of financial transactions at branches have significantly come down. The process automation and e-channel adoption is helping to reduce service transactions at branches. ATM transactions rose 53% and CDM transactions 88% from 2013 to 2017. The ATM transaction value rose 33% and CDM transaction value 78% from 2013 to 2017. 

Being a member of OmanSwitch and GCCNet, any customer from Oman, the GCC countries and around the world can use Bank Muscat ATMs for their cash requirements. The risk mitigation on ATMs include anti-skimming devices, BIOS password protection, PIN shield on all ATMs, new monitoring tools, SMS escalation matrix etc.

Thanks to strong customer-centric measures in place, the Bank Muscat ATMs and CDMs are geared to perform at optimal level. While customers can use ATMs to withdraw cash, CDMs can be utilized for cash deposit, cheque deposit, utility bill payment, mobile top-up and remittance services. The electronic banking channels reiterate the focus and commitment of Bank Muscat in adding value and engaging customers through their preferred banking channels.