“Customers can now contact the SOC 24-hours a day to request service or updates on existing calls,” said Tony Manno, Vice President of Service, Hyosung America, “all while our direct FSEs work with our internal SOC agents to manage and update the service requests in real-time.”
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.
Fueled by Hyosung’s industry leading growth, the SOC team has grown nearly 70% over the past year. Hyosung’s direct service organization currently consists of 267 FSEs servicing 8,800 ATMs & TCRs in 32 states and the company has recently added contract Retail ATM Service to over 1,200 Retail locations. By the end of 2017 NHA plans to be servicing more than 16,000 ATMs nationwide with 425 FSEs in 42 states.
For more information about NHA’s direct service program, please contact Tony Manno, Vice President of Services, Tony.firstname.lastname@example.org.
About Nautilus Hyosung America
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. Hyosung is headquartered in Irving, Texas, and provides research and development support in its Global Software Center in Dayton, Ohio.
Source: PR Newswire