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In the wake of a shattered agreement with TBS First, NCR is launching a new low end cash dispenser that will be distributed exclusively by a new partner, Cleveland, Ohio-based Western Reserve Group Services. Less than six months after NCR partnered with Tampa, Fla.-based TBS First to provide software and service for a machine called the 8000, "that relationship has been severed," said Diane Warner, NCR's marketing director for ATM solutions, retail locations. While both parties are currently under a confidentiality agreement, Ron Scaglione, president and CEO of TBS First, said the contract with NCR was terminated because of "dissatisfaction" on both sides. His company has taken a hit, Scaglione added, because it turned over its manufacturing business and vendor relationships to NCR last spring. TBS is still in the service, software and processing businesses, but Scaglione said a return to manufacturing may hinge on the outcome of a legal dispute. "I'm hopeful both companies will be satisfied" with an eventual agreement, he said. Strangely enough, Western Reserve, as a reseller of the 8000, had been a customer of TBS First. The company's initial contact with NCR came while trying to resolve several issues with the 8000, said Mike Stevenson of Western Reserve. In a deal similar to the one brokered with TBS First, NCR will manufacture the new 5301 cash dispenser. WRGS will provide the software, as well as service and support. In addition to the NCR 5301, WRGS will continue to sell machines produced by other manufacturers such as Tidel. Warner acknowledged that NCR faces a public relations challenge in dealing with customers whose opinion of the 5301 may be influenced by negative buzz surrounding the 8000. To that end, NCR has already introduced the new product and partner to major distributors during a reception at its Dayton, Ohio headquarters. A direct-mail campaign identifying NCR as "a brand you can trust" and Western Reserve as "a partner you can trust," is being launched. Warner lauded WRGS's credibility with customers. "In talking with distributors, they have an excellent reputation on both the service and the support side," she said. "We're excited because of Western Reserve's expertise and experience in this marketplace." Warner noted that Western Reserve "has done some interesting things" with the software for the Verifone-based 5301. Stevenson said the software design is based on his company's experience in the industry. Most software manufacturers have focused on the sophisticated systems required by financial institutions, he said. "We came into the business as an operator. There were certain things we needed to operate our ATM programs efficiently that just weren't available in everyday software. Our program is written to make life easier for the person who's operating an ATM route." Many existing programs run slowly because of the Verifone-based machine's slow modem speed, he added. "We did some things to package the information and speed it up so downloads would be easier." Western Reserve's software will operate with the 5301 and also as an update for any Verifone-based ATM system. It functions with the Hawk dispenser manufactured by NCR or with a De La Rue dispenser. The 5301 features a thermal printer, but the software also works with dot matrix equipment. "We currently operate ATMs from MoneyTree, TBS and NCR and needed a software product to standardize our operations. Therefore our software will support either the Hawk or De La Rue dispenser, and a dot matrix or thermal printer," Stevenson explained. "Operation, reports and remote monitoring remain the same regardless of the type of system in use." The 5301 will "probably be the best quality for the price in the market," he added. "There are some $3,000 machines out there, but we don't know how long they're going to work, how well they're going to work, whether parts are available, and what the support organizations are. With NCR behind this product and our service, people can feel good about it." The software just received final certification. With some machines in stock, NCR and Western Reserve plan to begin shipping soon.