News

Wincor Nixdorf service organization adopts advanced call center automation

June 4, 2008

AUSTIN, Texas — Wincor Nixdorf, a supplier of total IT solutions for the banking and retail industries, has dedicated more than two years to building a service organization to maintain the ATM networks of its U.S. bank customers. Wincor Nixdorf has set yet another standard for service with the launch of a new Interactive Voice Response (IVR) system that automates 90 percent of the first-line calls that ATM field technicians and customers make to the Wincor Nixdorf dispatch center.

For security reasons, every ATM service call requires that the technician first call the Wincor Nixdorf dispatch center to obtain the "open" and "close" codes needed to operate the locks that secure Wincor Nixdorf ATMs. Wincor Nixdorf's new IVR technology, jointly created with a leading IVR solutions provider, automates that process through a dial-in voice recognition system that accesses Wincor Nixdorf's database in real time and quickly provides those codes to the technician via voice and/or text message. Automating repetitive first-line calls to the dispatch center affords multiple advantages:

• Elimination of the time technicians spend on hold waiting for codes. • Technicians have 24/7 access to call center database. • Call center personnel can manage higher call volumes without adding personnel. • Call center personnel can focus efforts on more complex tasks. • Detailed alerts for error conditions. • Fully redundant, monitored VPN security. • Comprehensive reporting capabilities. • Ultimate reduction in time and costs for service calls.

According to Ulrich Seemann, vice president of Wincor Nixdorf's U.S. service organization, the new IVR system ultimately benefits Wincor Nixdorf's bank customers.

"In the last year we have dramatically increased the size of our U.S. service organization, while maintaining our focus on best-in-class people, processes and technologies," he said. "The ongoing introduction of new efficiencies, like our call center IVR system, ensures that we are uniquely equipped to meet the individual service needs of our customers. In today's fast-paced ATM environment, managing secure transactions to keep locks up and running is mission critical. As traffic builds, access to lock-unlock codes, when automated, adds a competitive edge to Wincor Nixdorf's service organization."

The Wincor Nixdorf call center IVR system was trialed with multiple customers over a period of months and is now being used for the ATM networks of all Wincor Nixdorf customers.