Automation of 90% of first-line service calls to dispatch centers increases performance, productivity of technicians.

 

Wincor Nixdorf service organization brings efficiency to ATM repairs thru call center automation

Austin, Texas, June 4, 2008 – Wincor Nixdorf, one of the world’s leading suppliers of total IT solutions for the banking and retail industries, has dedicated more than two years to building a best-in-class service organization to maintain the extensive 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 customer 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 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 utilized for the ATM networks of all Wincor Nixdorf customers.

About Wincor Nixdorf
Wincor Nixdorf is one of the world's leading suppliers of IT solutions to the retail and banking industries. The company's extensive portfolio, consisting of hardware products, software, consulting, maintenance and other services, is aimed at reducing the cost and complexity of business processes while improving customer service. Wincor Nixdorf is the world's third largest supplier of POS systems and automated teller machines and the number one supplier of POS systems in Europe (source: Clarendon Report, April 2005). With more than 8,300 employees and net sales of more than $3 billion last fiscal year (as of September 30, 2007), Wincor Nixdorf operates in over 90 countries with manufacturing plants in Germany, China and Singapore. Worldwide headquarters are in Paderborn, Germany and North American headquarters are in Austin, Texas. For more information, visit www.wincor-nixdorf.com/usa.
 
 Contact:       Chad Wagner
                    Marketing Director
                    Wincor Nixdorf USA
                    512-252-5622
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                    Mike Pilarz
                    Phillips + Associates, Inc.
                    312-943-9100
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                    Aaron Martin
                    Senior Consultant
                    312.943.9100 (voice)
                    312.943.9668 (fax)
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