Hyosung opens new ATM service ops center, aims high for growth

Even as the protracted Diebold Nixdorf and Nautilus Hyosung America patent infringement claims continues into its 2nd year, Nautilus Hyosung America (Hyosung), the largest and fastest growing ATM provider in the United States, has announced the opening of a new "NASA-inspired" operations center.

The SOC functions as a 24/7 monitoring and support group for Hyosung customers and field service engineers, according to a company press release.

The new Service Operations Center supports 32 workstations in theater style seating, facing a 29' x 9' high-definition Galaxia LED display surrounded by six separate 75" LCD monitors. The central screen displays real-time data on existing service requests and shows agents the geographic distribution of calls, FSE assignments, status of the request and aging information along with the location of Hyosung Field Service Engineers. The additional screens present details which help agents optimize routing and schedules to best serve our customers.

The central screen displays real-time data for existing service requests and shows the geographic distribution of calls, field service engineer assignments, request status, aging information and FSE locations. The additional screens display details that agents can use to optimize routing and schedules, the release said.

"Customers can now contact the SOC 24-hours a day to request service or updates on existing calls," said Tony Manno, VP of service at Hyosung America, in the release. "All while our direct FSEs work with our internal SOC agents to manage and update the service requests in real-time."

The Hyosung SOC team has grown nearly 70 percent over the past year, and the company's direct service organization comprises 267 FSEs servicing 8,800 ATMs and teller cash recyclers in 32 states.  The company said it recently contracted retail ATM service for more than 1,200 locations, and expects to have 425 FSEs servicing more than 16,000 ATMs in 42 states by year-end.

Hyosung is the North American subsidiary of South Korea-based Hyosung, Inc., a global leader in providing ATMs to the retail off-premises and financial institution markets. Since entering the North American market in 1998, Hyosung has become the largest provider of ATMs in the United States.