Diebold adds integrated services module to ATM management offering
24 May 2007 | 1923 views | 0
Diebold has launched a full Integrated Services offering for financial institutions across Europe, the Middle East and Africa, to remove the burden of ATM management from a bank's day-to-day responsibilities.
Complementing its existing Maintenance Services contracts and Managed Services offer, the new Diebold Integrated Services module offers customers a single point of contact to manage their ATM network, allowing banks to concentrate on their core competencies.
The new Integrated Services offer builds on Diebold's position as a global leader in providing integrated self-service delivery, security systems and services. In February 2007, the company was included in the Global Outsourcing 100 list, an honour bestowed by the International Association of Outsourcing Providers for the world's top service suppliers.
Diebold's James Chen, Senior Vice President, Asia Pacific and Europe, Middle East & Africa says: "When an ATM is installed, it is only the start of the process. For us, the value add lies in providing a single point of contact to eliminate the management and supervision required to run ATMs, allowing the banks to concentrate on their core business.
"Once Diebold's Integrated Services team takes over, the bank can stop worrying about technology or regulation changes as these upgrades will all be done automatically to harmonise their operations across countries and regions. We find the Integrated Services model can save time and money in almost every case, freeing up banks to focus on serving their customers."
Diebold's existing Maintenance Services contracts are designed to offer first line and second line support for all ATM functions, including managing paper supplies, currency jams and cash receipts along with access to 24/7 call centre technicians who can routinely handle more than 10,000 calls per day on a worldwide basis.
Diebold's Managed Services offering adds value to the ATM network and simplifies the channel management functions. Diebold takes responsibility for maintaining and monitoring an ATM's complex transaction operating system and responds to status messages from the network. Accurate failure analysis and problem resolution helps reduce operating costs while Diebold also tracks currency movements. This measurement helps customers analyse the use of cash across the ATM network, preventing machine downtime and providing customers with an option to use cash more profitably.
The Integrated Services model includes all these managed and maintenance services and more. To free up personnel and capital, Diebold can operate or even own a bank's network of ATMs under its brand name. It can also plan and manage entire networks and installations, provide all the service support needed and process the transactions under an outsourced leasing agreement.
The strategy is designed as an open system, to not only support Diebold's own family of Opteva ATMs and its Agilis software system, but also to support hardware systems installed by any manufacturer.
Diebold's Integrated Services Director, EMEA, Malek Ferdi, says: "Our Integrated Services offer is the latest evolution of our existing services, tied up in a package that will appeal to our customers. We have already been recognised and lauded in the Global Outsourcing list, and I'm confident that the latest Integrated Services plan will further reinforce our status as the leading service provider in the banking sector."