NCR Corporation (NYSE: NCR), the global leader in consumer transaction technologies, and INETCO Systems Limited, a leading provider of transaction monitoring and analytics solutions for the banking and payment processing industries, today announced that BECU has licensed a combined NCR / INETCO ATM management solution. A technological leader in financial services, BECU will use NCR APTRA Vision and INETCO Insight software to monitor real-time ATM service delivery and enhance ATM availability in order to deliver the best member experience possible.
The largest credit union in Washington and the fourth largest in the United States, BECU has a visionary approach to member service. BECU invests in the latest self-service tools so that the majority of member banking transactions can be done via ATM or digital channels, and consultants can be kept free to focus on providing a high-level of personalized service. Like many credit unions and community banks, BECU also relies on a third-party ATM service provider, so visibility into the real-time performance and usage metrics of their ATM network is limited.
“Walking into a BECU branch with a down ATM would be like walking into a typical credit union and seeing a line of people waiting to speak to two tellers, while one of them sits ‘CLOSED’, staring from behind their window,” said Shirley Taylor, ATM Channel Manager at BECU. “BECU is committed to providing an exceptional member experience, so rather than rely on after-the-fact third party reporting, we’re using NCR APTRA Vision and INETCO Insight to get the real-time, end-to-end visibility we need to ensure the consistent availability of our self-service channels.”
NCR APTRA Vision is a multi-vendor ATM management system used by financial institutions all over the world to proactively manage and improve ATM uptime and availability. INETCO Insight adds transaction monitoring and analytics to APTRA Vision, providing real-time alerting and end-to-end visibility into consumer transactions spanning ATMs, online and mobile banking. INETCO Insight captures every customer interaction in real-time, making it easy to quickly identify transaction issues that reduce revenues, strain operational resources and frustrate customers. Together, these technologies help ATM and IT operations teams improve ATM availability, identify when transactions slow down, time out or fail prior to in-bound customer complaints, and isolate device problems, third party response issues, communications failures, underperforming application components or infrastructure bottlenecks - on average 65 percent faster.“APTRA Vision acts as the key nerve center for how financial institutions make decisions and implement change to their self-service strategy, which is increasing in importance as ATM networks become larger and as financial institutions rely more heavily on their networks for financial growth,” said Ruth Fornell, vice president and general manager of Software and Professional Services, NCR Financial Services. “With a combined APTRA Vision and INETCO Insight solution, BECU will have a comprehensive decision support engine. We believe it will deliver a very fast return on investment for the credit union and help them improve ATM availability and member service.”