Monday, 6 July 2020,   15 Zulkaedah 1441H


BSN introduces first Virtual Teller Machine in Malaysia

Kuala Lumpur, 15 December 2015 – Bank Simpanan Nasional (BSN) today became the pioneer bank in Malaysia to introduce the unique Virtual Teller Machine (VTM) service that allows its bank tellers across Malaysia to serve customers in multiple other locations remotely and concurrently via live virtual banking operation.

The launch was officiated by Deputy Prime Minister, YAB Dato’ Seri Dr Ahmad Zahid Hamidi, accompanied by BSN Chairman, Tan Sri Abu Bakar Haji Abdullah and BSN Chief Executive, Datuk Adinan Maning.

Kiosk banking has been implemented in European countries, China, Canada and US. With kiosk banking, customers can do enquiries such as loan applications and others. This prevailing concept is centralized at merely one location or a single customer service hub. Inspired by this, BSN innovates the concept further and pioneered the multi service source serving multi customers which connects bank tellers from across the country to serve customers in multiple locations in real time, concurrently.

The project involves a strategic collaboration between BSN and Vastcomp to custom make the system including design and build the machine combined with video conferencing telepresence system by CISCO which was already in place and comply with the Bank's strict security requirement. It also involves partnering with TM as the distribution network service provider.

 “The VTM balances the work load between branches, enabling customers in busy branches to perform transactions assisted by tellers in less busy branches nationwide. Customers can now enjoy counter transactions without geographical limitations and experience a more comfortable and personalised professional financial services,” said Datuk Adinan.

Transactions that can be carried out via VTM include balance enquiry, deposits and withdrawals, intra/inter-bank fund transfers, IBG transfers, bill payments, loan and credit card repayments and SSP savings. For security purposes, all transactions require the customer to insert their MyKad into the MLQMS or VTM and have their thumbprint verified, while the transactions are also recorded.

Datuk Adinan added that, “In total, BSN is investing RM30 million to roll out the VTM that provides more than 80% of counter services, and is an improvement over current ATMs and CDMs. In the near future, VTM will also be offering additional services including Account opening and issuance of Debit card, Customer Information Management and Bills payment. The VTM can also allow extended banking hours with the placement of VTMs at public locations, if necessary”.

Speaking at the launch, Deputy Prime Minister Dato’ Seri Dr Ahmad Zahid Hamidi said, “The technology is rapidly changing. To keep well abreast and continue to evolve with the advent of technology, it is important that banks innovate and provide the latest financial technology to consumers. I commend BSN on its concerted effort in optimising technology to provide smart, efficient and interactive face-to-face banking services via a technological system. It is an excellent tool to offer a combination of technology and human touch banking experience.”

In conjunction with the launch, BSN customers will be able to use the new banking service at 31 branches, with 93 VTMs serving customers beginning 2 December 2015. The system currently involves a total of 450 BSN tellers as virtual teller agents (VTA) nationwide. 

For more information, please visit



- END -

Press Release