As part of this agreement, Fiserv will be reselling the INETCO Insight and INETCO Analytics omnichannel monitoring and analytics software to ATM operators and financial institutions managing large networks. Fiserv will also embed INETCO’s real-time transaction monitoring, alerting and on-demand customer experience analytics into Device Manager from Fiserv, which enables management of ATMs, kiosks, and self-service check-out stands, as well as other self-service devices.

“As institutions seek to operationalize omnichannel delivery, device management and customer experience management can no longer be thought of as discrete tasks. Integrating INETCO solutions with Device Manager from Fiserv underscores how analytics can bring device and customer experience management together,” commented Bob Meara, Senior Analyst, Celent.

Device Manager from Fiserv provides multi-vendor device management capabilities that automate the end-to-end process of detecting and resolving problems across a self-service device network. With the integration of INETCO’s real-time transaction data, the help desk and business operations teams that manage these networks can increase device availability and transaction success through improved fault management, service management and proactive troubleshooting. These teams can also use real-time alerts to determine currency availability and transaction activity on all self-service devices, and to prioritize service calls.
“Financial institutions and payment service providers dealing with digital transformation are starting to think about managing the customer experience and their banking operations infrastructure from an enterprise perspective,” said Andy Kozma, VP of Global Business Development at INETCO. “Together, Fiserv and INETCO can deliver on-demand access to the event and transaction data that help desk and business operations teams need to manage the customer experience, lower the cost-to-serve, and increase profitability.”

“With the addition of real-time transaction data, alerts and analytics from INETCO, help desk operators using Device Manager will not only know the status of device and network availability, they will also gain an instantaneous understanding of customer-facing issues that reside beyond the self-service device – all in one operational view,” said David Johnson, director, Product Management, Self-Service Solutions, Fiserv. “With full visibility into the end-to-end path of every transaction, Fiserv and INETCO clients have the tools they need to help drive down channel costs while simultaneously improving the customer experience.”