NCR opens Asia Pacific services CoE in KL

• New facility to enhance delivery levels with next-gen services and solutions
• 24/7 support in 11 languages, linked to disaster recovery centre

NCR Corp has announced the opening of a new Services Centre of Excellence (CoE) in Kuala Lumpur, which will serve as its services hub for the Asia Pacific region.
 
Located at Bangsar South City, the state-of-the-art facility allows NCR to quickly introduce next-generation service delivery support to customers in the financial services, retail, hospitality, and telecom and technology industries across the region, the company said in a statement.
 
“The new CoE in Kuala Lumpur is part of NCR’s global growth strategy as Asia Pacific continues to remain a key growth market for us,” said Rick Marquardt, NCR executive vice president of Services, Hardware Solutions and Enterprise Quality.
 
“The centre will play a significant role in shaping benchmarks for solution innovation and service excellence, backed by Kuala Lumpur’s reliable infrastructure, strategic location, and skilled talent pool,” he added.
 
The new CoE will complement NCR’s two other Services Centres in Belgrade and Mumbai. The new facility will initially employ over 100 highly-trained and multilingual service professionals and expects to double this headcount by the end of this year.
 
It will provide quality support services using next-generation tools like big data analytics, remote diagnostics and resolution, security management, helpdesk and cloud-based solutions, NCR said.
 
The new CoE will also provide around-the-clock customer support in 11 Asian languages, with more to be added based on customer needs. It has a disaster recovery centre located in Sentul, 8.25km away from Bangsar South City, that ensures business continuity for customers, the company said.
 
“Customers in the region across all the industries we serve are demanding higher levels of innovative service solutions, backed by big data capabilities,” said Nick Vreugdenhil (pic), NCR services vice president, Asia Pacific.
 
“The new centre will enhance our ability to provide quality services support more effectively, sharing our global services learning and best practices more easily.
 
“It will also benefit our front-end customer service functions across the region to provide high value, local touch points for our customers,” he added.
 
According to Retail Banking Research, NCR is the largest supplier of retail self-checkout solutions to the Asia Pacific region with 75% of shipments in 2013. NCR is also one of the leading ATM (automated teller machine) suppliers in Asia Pacific. In Malaysia, it claims a 38% share of the ATM market.
 
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