Nautilus Hyosung America 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 center boasts a theater-style layout with 32 workstations facing a 29-foot by 9-foot high-definition Galaxia LED display surrounded by six 75-inch LCD monitors.
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.