BHCI Bank Expands Wavetec Queue Management Deployment Across Côte d’Ivoire

Additional order for 8 branches reflects BHCI’s confidence in Wavetec’s customer journey management technology

Banque de l’Habitat de Côte d’Ivoire (BHCI) is expanding its relationship with Wavetec by introducing the company’s Queue Management Solution across eight additional branches in Côte d’Ivoire.

The new order follows the successful deployment of five Wavetec F-19 Queue Management Kiosks across five BHCI branches. Once the expansion is completed, Wavetec’s technology will support structured and consistent customer journeys across 13 BHCI locations.

The decision to extend the deployment reflects BHCI’s confidence in the performance of the existing solution and its ability to support the bank’s wider branch-service objectives. By expanding the same technology across additional locations, BHCI can provide more customers with an organized service experience while giving branch teams improved visibility into customer traffic and service demand.

Supporting More Structured Branch Experiences

Although banking customers increasingly use mobile and digital channels, physical branches continue to play an important role in account servicing, financial guidance and transactions requiring personal assistance.

Accenture’s banking consumer research found that 67% of consumers value seeing bank branches in their communities because their presence communicates stability and availability. The research also found that customers continue to rely on branches when they require assistance with more specific or complicated financial matters. Accenture Global Banking Consumer Study

For banks operating multiple branches, the challenge is not simply to retain their physical presence. They must make every visit more organized, predictable and measurable.

Wavetec’s Queue Management Solution helps address this requirement by directing customers into the appropriate service queue and providing branch employees with clearer information about waiting customers, service demand and operational performance.

Wavetec F-19 Queue Management Kiosk

The F-19 Self-Service Ticketing Kiosk acts as the customer-facing entry point to the queue management journey.

When customers arrive at a participating BHCI branch, they can use the kiosk to select the service they require and receive a queue ticket. The system places them in the relevant virtual queue, allowing them to wait in a more organized manner until the appropriate counter is available.

Depending on the approved configuration, the F-19 platform can support:

• A responsive touchscreen interface
• Clearly defined banking-service categories
• Multilingual customer journeys
• An integrated thermal ticket printer
• Customized BHCI branding
• Priority and service-based queue routing
• Integration with Wavetec’s enterprise Queue Management System
• Centralized configuration and operational reporting

The kiosk can be configured around the services offered at each location, helping customers select the correct journey from the beginning of their visit. This reduces uncertainty and supports more consistent routing across the branch network.

From Ticket Issuance to Enterprise Queue Management

The F-19 is more than a standalone ticket dispenser. It forms part of Wavetec’s wider customer journey management ecosystem.

Wavetec’s Spectra Queue Management System can connect customer registration, queue routing, counter calling, digital displays, staff interfaces and operational reporting within one coordinated environment.

A typical branch journey can include:

1. The customer selects a service from the F-19 kiosk.
2. A ticket is issued and assigned to the relevant queue.
3. The system routes the customer according to service type, priority and configured business rules.
4. Branch employees call customers through the staff interface.
5. Counter and waiting-area displays communicate queue information.
6. Service activity is recorded for reporting and performance analysis.

This connected approach enables banks to move beyond manually managed lines and establish a measurable service process from arrival to transaction completion.

A Global Full-Stack Customer Experience Company

Wavetec is a global customer experience and self-service technology company with more than 30,000 systems deployed across over 80 countries.

As a full-stack technology provider, Wavetec develops the customer-facing hardware, queue management software, staff applications, digital signage, middleware, integration capabilities, dashboards and analytics required to operate a connected branch environment. This gives financial institutions one accountable technology partner across solution design, deployment, system integration and lifecycle support.

Wavetec’s international presence includes offices across North America, Latin America, Europe, the Middle East, Africa and Asia. Its globally developed technology is supported by regional teams and local implementation capabilities, helping organizations apply consistent service standards while accommodating the operational requirements of individual markets.

For BHCI, this combination provides a scalable foundation that can support the current expansion and the bank’s future customer-experience requirements.

Operational Visibility Across the Branch Network

As the deployment grows, centralized reporting can help BHCI understand how customers move through participating branches.

Authorized teams can use queue and service data to monitor indicators such as:

• Customer volumes by branch
• Demand for individual services
• Average waiting and service times
• Counter activity
• Peak visiting periods
• Queue abandonment
• Staff utilization
• Branch-level service performance

These insights can support staffing decisions, counter allocation and service planning. Branch managers can identify where additional capacity may be required, while centralized teams can compare performance across locations using consistent operational information.

McKinsey reports that effectively implemented smart-branch models can deliver a 60% to 70% improvement in branch effectiveness, measured through a combination of cost savings and increased sales. The research emphasizes the importance of redesigning branch processes and moving suitable activities toward assisted or self-service formats. McKinsey’s research on the bank branch for the digital age

Actual results at BHCI will depend on configuration, adoption and operating practices. The expanded deployment nevertheless creates the infrastructure needed to measure performance and continuously refine branch operations.

Building a Foundation for AI-Assisted Operations

The data generated by an enterprise Queue Management System can also support more advanced analytics.

Wavetec’s AI-assisted capabilities can help financial institutions examine historical customer-flow patterns, identify unusual changes in demand and anticipate busy service periods. These insights may support more informed decisions around staffing, counter availability and branch capacity.

AI can also contribute to smarter customer routing by considering factors such as selected service, queue conditions, available employees and configured priority rules. Rather than replacing branch employees, these capabilities provide teams with better information for managing everyday operations.

The availability of specific AI and predictive features will depend on BHCI’s approved configuration, data availability and integration requirements.

Building on Wavetec’s Banking Experience

The BHCI expansion builds on Wavetec’s experience supporting financial institutions with enterprise queue management and branch transformation.

United Bank Limited expanded Wavetec’s Enterprise Queue Management System across a large branch network, using Spectra and self-service ticketing to create more consistent customer journeys and centralized operational visibility.

Faysal Bank has also used Wavetec’s Enterprise Queue Management technology to standardize branch service and improve visibility into customer traffic.

In Africa, Wavetec has supported banking transformation projects including I&M Bank Kenya and Kenya Commercial Bank, demonstrating its ability to deliver customer-flow technology across varied branch environments.

These projects reflect the scalability of Wavetec’s platform—from targeted deployments to centrally managed enterprise networks.

Security, Quality and Governance

Wavetec’s organizational approach to security and service quality is supported by relevant international credentials.

The company’s certifications and compliance posture include:

• SOC 2 Type II
• ISO/IEC 27001:2022
• ISO 9001:2015
• GDPR-aligned data-protection practices

These credentials support structured controls around information security, access management, operational integrity and quality management. They do not automatically make every deployment compliant with all local regulations; final compliance depends on the approved system architecture, configuration, data policies and BHCI’s applicable regulatory requirements. Further information is available through Wavetec’s SOC 2 announcement and ISO/IEC 27001:2022 certification update.

A Relationship Strengthened Through Performance

BHCI’s additional order represents an important extension of its relationship with Wavetec.

Following the deployment of five F-19 Queue Management Kiosks across five branches, the decision to expand the solution to eight more locations demonstrates the value BHCI sees in creating structured and measurable customer journeys.

The expanded deployment will help the bank establish a more consistent service environment across participating branches while giving operational teams the data needed to understand demand and improve service delivery.

For Wavetec, the project further strengthens its presence in West Africa and demonstrates how globally developed technology, regional expertise and full-stack delivery capabilities can support the long-term modernization of banking services.

Contact Wavetec to explore enterprise Queue Management Systems and digital branch transformation solutions.