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Show emphasizes the big picture of self-service

The name change was telling: The Self-Service & Kiosk Show (formerly The Kiosk Show) took a much broader view of self-service as a business strategy. Kiosks were certainly in attendance, but just a large part of a larger picture.

October 24, 2005

If a casual observer were asked to point out the key difference between the Self-Service & Kiosk Show, held Oct. 17-18 at the South San Francisco Convention Center, and previous shows in the series, he might note that the emphasis was no longer on kiosks only.

Indeed, from seminar to show floor, the emphasis was on self-service as a holistic business strategy, rather than one that focused on a specific device. Not that there weren't plenty of kiosks - and cutting-edge ones at that - but they are increasingly seen as part of an overall strategy rather than the strategy itself.

It's part of a trend that is taking place outside the show. The kiosks.org association announced at its annual meeting, held during the show at an adjoining hotel, that it would immediately change its name to The Self-Service & Kiosk Association. And Kiosk magazine, published by the show's host company NetWorld Alliance, will change its name to Self-Service World magazine at the beginning of 2006, with its January/February issue.

Kiosks are a big part of the smart businessman's team of players. But self-service represents his playbook, his strategy for using that team.

There were 47 exhibitors on hand at the show, which was sponsored by IBM, Zoom Systems and Whitech Software Solutions. About 500 attendees, limited to decision-makers from end-market deployers or potential deployers of self-service technology, packed the house to learn from industry leaders, try out the latest hardware and software and get ideas to take home to their business.

"It seemed like a very well run show," said Robert Donofrio, sales/marketing manager for Practical Automation. "The interactions between exhibitors and attendees and the presentations were all very good."

Anchor partners

It's hard to walk by a putting green without stopping to try your hand. The minds at friendlyway understand this; a green was central to their large anchor booth, which was shared with partners NEC, Scala Broadcast Multimedia and METALfx. On display were survey kiosk solutions, information on digital signage, and Technology Portals Inc.'s hospitality kiosk/display combination, which was runner-up in the 2005 Kiosk Award category for Best Travel or Hospitality kiosk.

Source Technologies, which won in two categories at the 2005 Kiosk Awards, showcased its Concourse family of multi-function financial kiosks. According to vice president of marketing Glen Fossella, the show saw more of an emphasis on complete solutions than constituent parts, which he sees as a change in industry leaders' way of thinking.

"We're pushing for a higher level of vertical integration," he said. "Compared to other shows we've been to, you see that evolution - more vertically integrated solutions. It's not so much `this is my kiosk,' it's `this is my bill-payment solution.'"

Kiosk Information Services' Craig Keefner tries his hand at the gaming kiosk at the St. Clair booth, which his company helped bring to market.

St. Clair Interactive Communications Inc.'s booth was diverse and engaging, beginning with an immersive sit-down gaming unit running "Black Hawk Down." Co-produced with Kiosk Information Systems Inc., the unit offered a choice of games and stopped many a browser in their tracks.

Just a few yards away, the SnapTrax entertainment kiosk offered up a wealth of choices - downloadable music and games, ring tones, cell-phone top-ups, and even the ability to print a 4x6 photo wirelessly from a camera phone. The kiosk was displayed in two configurations - a large sit-down unit with two screens, one on either side and each positioned in front of a comfortable swivel chair, and a tabletop model installed on an IBM Anyplace kiosk.

At the Palm Desert National Bank booth, financial services were front and center. VERO check-cashing solutions were on hand, as was a comprehensive overview of the highly configurable TIO system from Info Touch Technologies. The financial services kiosk allowed bill-payment and other services in addition to check-cashing, and is customizable to allow the addition of more services down the road.

Exhibitors

aNeoCon demonstrated the eye-catching potential of its digital signage products with screens showing both static and streaming content. The company aims to create a tool for brand companies to use that's economical, has a small footprint and can be managed remotely. Director of sales Sharon Hsu said, "Retail has to do something different to compete with the Web. aNeoCon's products can make the shopping experience better for consumers."

Apunix demonstrated one of its Java-based touchscreen applications.

Apunix Computer Services, known for its robust applications built with the Java programming language, was on hand with its "kiosk-in-a-bag," a modified Tablet PC with software for retail, QSR and pricing. A printer hangs from a shoulder strap, allowing the user to carry a complete input-to-output system throughout a store or work environment.

Fremont, Calif.-based Atech Flash Technology Inc. is taking its core business of producing memory card readers into the multimedia market. Atech director Martin Lin said the evolution is a natural one. "Memory cards are cheaper than CDs and are rewritable and faster," said Lin.

BI/BEIT-TEC demonstrated a multi-purpose desktop kiosk model. The company's offerings include photo kiosk applications, account management and wireless functionality.

Communitek, founded in 2002, has made a substantial entry into the customer enrollment kiosk business in those few years. According to vice president of operations Jarret Calmenson, the company's signup kiosks are in retail and restaurant chains like Texas Roadhouse, Steak & Ale, Denny's, and AMF bowling centers. The company exhibited both stand-mounted and portable tablet models.

Corporate Safe Specialists' Ed McGunn (right) speaks with an attendee.

Corporate Safe Specialists, which was the badge sponsor for the show, brought its Cash Courier - a complete cash transaction module. The Cash Courier is a secure cash module that accepts and returns coin and cash and also includes a cash/coin recycler. According to Ed McGunn, president of CSS, the self-service device is ideal for quick-service restaurant and retail applications and can be customer-facing as is or wrapped in a skin.

D2 Sales, whose Burger King Kid's kiosk was Best Entertainment/Gaming Kiosk Runner-up in the 2005 Kiosk Awards, displayed various materials the company uses for building customized enclosures in addition to unique kiosks. One goal D2's Sandy Nix had in coming to the show was to demonstrate to attendees how a customized kiosk design can "enhance the user's experience and define the brand in a way that is practical and economical to display."

Perhaps better known as a manufacturer and service provider of ATMs, Diebold Inc. came to the show to tout its strength as a service provider for all self-service devices. With more than 30 years experience and an extensive service technician network - some 3,400 strong - across the United States, the company's expansion into the self-service realm is a natural one.

Menlo Park, Calif.-based Elo Touch Systems is responding to customers' requests for more integrated products with its new Touchcomputer. The small touchscreen and computer, which can be wall-mounted or set on a desktop, requires only the right application to make any small to medium-sized business ready to go. The Touchcomputer has a card swipe, rear customer display and ports, and is wireless-enabled.

Scandinavian firm EWAIT offered two visually striking ordering and entertainment solutions designed for restaurants, one in a countertop unit and the other built into the surface of a tabletop. Customers can order food through the interface, then while away the time by playing games, watching movies or downloading media like songs and ringtones. The startup company, which just opened a U.S. office in California, is about to deploy 200 units in its native Scandinavia, according to chief executive officer Kristian Mikkelsen.

5point demonstrated its financial services kiosk with pressure-sensitive floormat that resets the session if the user walks away.

5pointoffered a financial services kiosk with an impressive twist - a pressure-sensitive floor mat that will log the user off and reset the session if the user steps away. Vice president Edward Crowley said the mat is not only an ideal fit for financial services, but another key segment which he said has become the fastest-growing portion of his business: human resources. In the adjoining booth, 5point partner KioWare demonstrated its flagship software for deploying Web-based applications into a kiosk environment.

Taiwan-based Flytech Technology featured its all-in-one POS mini-kiosk. The kiosk's small footprint makes it an ideal application for QSRs and other POS and point-of-interaction locations that are short on space.

Graphics Systems Inc., based in Wichita, Kansas, highlighted its networked multimedia display system. The AdView Network Communicator, a remotely managed, Web-based system, can show ads, movies and still images, and play audio. In contrast to other media forms, digital signage garners much more attention and maintains interest and focus, said Diana Williamson of Graphics Systems.

Hand Held Products offered several of its mini-kiosk models, including handhelds and shelf-front units. The devices, which run on the Windows CE operating system, are designed for mobile, in-premise, kiosk and transaction-processing applications.

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[Editor's note: Info Touch Technologies became Tio Networks in April 2006.]