NCR Corp. has signed an ATM outsourcing-management agreement with Barclays Bank PLC in a deal that highlights the ATM manufacturer’s customer care center near Glasgow, Scotland.
NCR, the world’s largest ATM manufacturer based on annual shipments, signed a two-year contract to manage 500 off-premise ATMs deployed throughout the United Kingdom by Barclays, said Helen McInnes, an NCR spokesperson. Barclays, which is based in London, deployed the machines, all cash dispensers, with merchants, in railway stations and other offsite locations.
The Duluth, Ga.-based manufacturer will provide help desk support and first- and second-line maintenance. The company also will resolve incidents, which occur when an ATM breaks down, McInnes said. In addition, NCR will manage the ATMs cash-replenishment services in partnership with Loomis, an armored car company that provides cash-in-transit.
“We’re excited about the contract,” McInnes said. “It is not our first management-services contract, but the agreement gives [management services] momentum.” NCR and rivals Diebold Inc. and Wincor Nixdorf AG have emphasized ATM management-outsourcing as the global recession has zapped ATM sales.
Barclay’s management was impressed by the NCR’s Eurocentral customer care center in Bellshill, Lanarkshire, Scotland, McInnes said. Eurocentral supports 3,000 NCR customers in Europe Middle East Africa, and the facility manages 1,500 engineers. The center, which opened in 2004, receives daily an average of 3,500 customer-service requests from major banks, IT equipment manufacturers, supermarket chains and debit- and credit- card transaction processors.
NCR’s management-services contract, however, only applies to the UK, McInnes said.
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