ADCB deploys round-the-clock ATM network solution

Abu Dhabi Commercial Bank (ADCB) has signed a major ATM outsourcing agreement with NCR Corporation, a global IT services provider, to watch over, and secure, its ATM estate on a round-the-clock basis.

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By  Sherief Younis Published  January 30, 2007

Abu Dhabi Commercial Bank (ADCB) has signed a major ATM outsourcing agreement with NCR Corporation, a global IT services provider, to watch over, and secure, its ATM estate on a round-the-clock basis. The first of its kind in the region, the agreement will use tools and processes from Gasper, a self-service management provider, NCR can remotely monitor ADCB’s entire ATM network and proactively identify events that could impact system performance. When an event is detected, NCR can take immediate steps to resolve the issue before it affects ATM availability. As part of the agreement, ADCB also has access to NCR @ Your Service and NCR’s incident management dashboard – two web-based portals that provide real-time information relating to the availability and performance of their ATMs. The information should help ADCB improve support for its ATM network during holidays, salary days and exhibitions that typically drive increased ATM usage. “ADCB has more than 108 ATMs located throughout UAE,” says Samir Kamaleddine, manager of alternate channels for ADCB. “We needed a highly professional and experienced organisation that could provide ATM performance monitoring and reporting on a real-time basis. Within two months of going live with NCR’s incident management service, we noticed 1500+ hours additional ATM availability per month, resulting in improved service to our customers.” According to Najeeb Hatoum, vice president of NCR worldwide customer services for the Middle East and Africa, the solution has had a positive impact on ATM availability. “Keeping an ATM network running isn't just about maintaining hardware. It's about maintaining relationships. ADCB’s relationship with its customers is dependant on their ability to deliver the service when and where they expect it. NCR’s goal is to support ADCB by maximising the performance of their ATM network, thereby giving them more time to focus on meeting their customers’ needs.”

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