This new facility will serve as NCR’s 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 new Services Operation Centre 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, executive vice president, Services, Hardware Solutions and Enterprise Quality, NCR. “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. The new CoE represents a significant investment by NCR and validates our commitment to deliver benchmark customer service.”

The new centre will complement NCR’s two other Services Centres in Belgrade and Mumbai meeting NCR’s global service standard benchmarks. The new facility in Kuala Lumpur 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.

“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, services vice president, Asia Pacific of NCR. “The new Services Operation Centre in Kuala Lumpur 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.”

The NCR CoE will provide around the clock customer support in 11 Asian languages and will add more languages based on customer needs. The centre has a disaster recovery centre located in Sentul, 8.25 km away from Bangsar South City that ensures business continuity for our customers.

“Today’s announcement represents an important investment by NCR in a world-class Center of Excellence,” said Jaideep Agrawal, NCR managing director - Services Operations Center - Malaysia and director Managed Services - APAC, India, Japan and Korea. “Global-level skills development will be undertaken by NCR at this Centre and it will be a good opportunity for employees in Malaysia to benefit significantly with exposure to NCR’s global best practices, next generation of innovative technologies, flat management structure and excellent career development opportunities.”

According to Retail Banking Research, NCR is the largest supplier of retail self-checkout solutions to the Asia Pacific region with 75 percent shipments in 2013. NCR is also one of the leading ATM suppliers in the Asia Pacific. In Malaysia, NCR has a 38% share of the ATM market.

NCR serves industry leaders from the financial services, retail and hospitality, telecom and technology sectors in the Asia Pacific region. The new Centre is equipped to remotely manage devices including ATMs, point-of-sale, and self-checkout terminals. NCR manages over 22 million service incidents globally and a large percentage of the incidents are from the Asia Pacific region. The new Centre in Kuala Lumpur will be a key contributor to this growth story.