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WHITE PAPER
© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
ATM deployers face a formidable set of challenges. Among them are maxi-
mizing their ATM uptime while ensuring security and an optimal customer
experience, and the need to generate meaningful data about their ATMs in
order to make management decisions.
By using a real-time ATM management, monitoring and security solution,
such as Wincor Nixdorf ProView, banks can meet these challenges and
reduce their operational costs.
“Over 4,000 different events can occur on an ATM network,” said Stefan
Wahle, vice president of software solutions at Wincor Nixdorf. “In the past,
ATM deployers were satisfied with just gathering technical data on these in-
cidents. While it’s still important for a bank’s IT department to get this data,
banks’ business-level executives need higher-level information so they can
make effective management decisions.”
For example, executives need to know the total amount of the cash held
across their ATM network, in transit and at their cash centers.
ATM downtime means revenue lost. A monitoring and security
solution helps deployers avoid unnecessary losses.
ATM Monitoring and
Management: Maximizing
Uptime and Minimizing Costs
By Robin Arnfield
ATMmarketplace.com
SPONSORED BY:
• Increasing the availability of their ATM network and making it secure at the same time.
• Optimizing their ATM operation and ensuring high-quality customer experience.
• Reducing the TCO (total cost of ownership) of their self-service equipment.
• Gaining access to meaningful data anytime and anywhere in order to make better
and quicker decisions and facilitate predictive maintenance and trend analysis.
• Maintaining consistent service quality and timely service delivery.
• Identifying the cause(s) of slow or failed customer transactions; reducing service
incidents to a minimum and maximizing ATM uptime in a cost-efficient manner.
• Effectively and consistently managing multiple service providers.
ATM deployers face challenges that include:

2. ATM monitoring and management: maximizing uptime and minimizing costs
2© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
“Any ATM monitoring system can pull a large amount of data from an ATM
network, but ProView transforms this big data into business intelligence and
knowledge that executives can access through a dashboard on their PCs,
smartphones, iPads and tablets,” said Yvonne Stoeckle, ProView product
manager at Wincor Nixdorf .
“Providing executives with historic and real-time current business intelli-
gence on an ATM network’s performance through a dashboard is extremely
valuable,” said Ed O’Brien, director of the banking channels advisory ser-
vice at U.S.-based Mercator Advisory Group.
Constant growth
With the constant growth in ATM installations, transactions and the pres-
sure on banks to generate new revenue streams by providing additional
products and services at their ATMs, effective ATM management and moni-
toring is becoming increasingly critical.
Only with a high-performance ATM network can banks achieve the process
efficiency they need to retain a clear edge in an increasingly competitive
marketplace. ATM availability and security are critical success factors and
key differentiators for financial institutions (FIs).
2012 global installed base of ATMs, by region
Source: RBR, “Global ATM Market and Forecasts to 2018”
1,200,000
1,000,000
800,000
600,000
400,000
200,000
0
Asia-Pacific North America Western Europe Latin America Central and
Eastern Europe
Middle East
and Africa

3. ATM monitoring and management: maximizing uptime and minimizing costs
3© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
According to Retail Banking Research, the global installed base of ATMs
increased by 8 percent to 2.6 million in 2012. RBR predicts that between
2012 and 2018, more than 1 million ATMs will be installed worldwide, due to
consumers’ enduring demand for cash, and a 65 percent increase in global
cash withdrawal volumes.
In Central and Eastern Europe, overall cash demand grew by 6 percent
year-over-year in 2011, according to the European Central Bank, while
cash demand in the U.K. rose by 7 percent in 2011, according to the Bank
of England.
ProView
ProView version 4.2 provides event, transaction, security and availability
monitoring. The software also offers advertising distribution management
for self-service systems such as ATMs, cash recyclers, automated teller
safes, statement printers, POS terminals and kiosks.
ProView gathers information on more than 4,000 events from an ATM net-
work using a software agent called ProAgent, which sits on top of an ATM’s
Windows stack.
As a multivendor system, the software works with any ATM vendor’s hardware.
Wincor Nixdorf has 350 clients worldwide using ProView, Stoeckle said.
The platform monitors over 350,000 devices, including 50,000 non-Wincor
Nixdorf ATMs.
BBVA Compass, a subsidiary of Sunbelt-based bank holding company
BBVA Compass Bancshares, Inc., credits the ProView multivendor software
platform with providing a customer-centric solution that enhances opera-
tional efficiency, IT security, innovation and speed to market.
“It has allowed us to transform our ATM network into an integrated platform
scalable for future growth,” said Andy Hernandez, the bank’s executive vice
president and director of channel development.
Uptime
“By improving its ATM uptime, a bank ensures a better customer experi-
ence, which results in a stronger relationship with its clients,” Hugo Montiel,
a central software sales specialist at Wincor Nixdorf Software, said.
It is becoming increasingly critical for FIs to improve the customer experi-
ence if they are to maintain their competitive position.
• Event monitoring.
• Remote operation.
• Smart diagnostics and predictive mainte-
nance operations.
• File transfer and distribution.
• Standard reporting and analysis capabilities.
• Job and rule management.
• Inventory management.
• Process automation.
• Incident and service request management.
• Intelligent, business rule engine-based
ticket creation.
• Multivendor management.
• Multiclient capability.
• Information hub.
• Mobile access with ProView Mobile Console.
• Strategic decision support with business-
related dashboards and reports.
• Scalable architecture for handling networks
with up to 100,000 endpoints.
• Greater end-customers security.
• Data insights with user-oriented dashboards.
• Mobile access to data anytime, anywhere.
• Higher availability with standardized meth-
ods, including smart diagnostics, to predict
maintenance requirements.
• More transparency through detailed
network data.
• Lower maintenance costs through manage-
ment of third-party suppliers.
• More process and service automation.
• Improved self-service system uptime,
enhancing the bank’s brand.
ProView features
ProView benefits
Source: Wincor Nixdorf

4. ATM monitoring and management: maximizing uptime and minimizing costs
4© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
Even something as simple as a cash jam in an ATM can lead to a bad cus-
tomer experience, ultimately resulting in revenue loss and budget erosion.
Using ProView, ATM deployers can come very close to the theoretical maxi-
mum uptime for their ATMs. “Obviously, because of the need for mainte-
nance, it isn’t possible to achieve 100 percent uptime,” Stoeckle said.
Wincor Nixdorf customers who use ProView report 98-99 percent ATM
availability, up from the 92-93 percent they experienced before implement-
ing ProView.
“We’re now able to guarantee our customers a very high level of device
availability in a very cost-efficient way using ProView,” said Frans Woelders,
executive vice president of services operations at ABN Amro Bank. “This
availability covers not only hardware and software but also cash. It can only
be delivered in this combination by Wincor Nixdorf.”
ProView increases ATM uptime through its preventative maintenance
capability and its automated incident processing and resolution flow, which
minimizes manual help desk intervention. Based on predefined rules set by
the client, ProView will attempt to recover a failed component automatically,
and if that doesn’t work, it will create a ticket for an engineer to repair the
part. It also automates software updates and marketing campaign distribu-
tion, reducing the need for on-site visits.
Predictive analytics, enabling an ATM deployer to identify and resolve is-
sues — such as a part failure — before they occur, is the next level for ATM
maintenance.
“ProView enables ATM deployers to be proactive in their maintenance,”
said Stoeckle. Because it has so much knowledge about an ATM’s past
performance, ProView can extrapolate from this data and predict when card
readers or other components are likely to fail. The system then sends out a
service call for a technician to carry out preventative maintenance at a time
when customer demand for the ATM is low.
Security
ProView provides alerts on security threats such as cash-trapping, dam-
age to an ATM’s customer panel, the attachment of skimming devices and
software attacks. Because software attack patterns are becoming increas-
ingly intelligent, it is essential that ATM operators deploy effective security
monitoring technology.
Using a set of predetermined rules, ProView correlates different events at a
bank’s ATMs to determine whether there is a security threat. For example,
“We expect ProView to
help ICICI Bank improve
its efficiency and increase
the overall ability of its self-
service network.”
—Pravir Vohra, chief technology officer
at India’s ICICI Bank

5. ATM monitoring and management: maximizing uptime and minimizing costs
5© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
if the branch lobby door opens and a proximity sensor identifies someone
approaching the ATM, yet no transaction takes place within a given period
of time, ProView may determine that a skimming device is being attached.
It will then trigger an alarm at the bank’s security center and activate the
ATM’s video camera.
ProView also provides a security dashboard that allows executives to moni-
tor threats to their ATMs on a smartphone or tablet.
Business intelligence
Wincor Nixdorf partnered with enterprise software vendor SAP to develop
its ProView BI version 1.0 business intelligence solution, which sits on top
of ProView 4.2 and provides top-level reports to executives.
Using SAP technology, ProView is able to determine the appropriate busi-
ness logic and relevant business management information from the data it
gets from an ATM network.
Because of its big data functionality, ProView BI addresses the challenge
banks face of needing to collect large amounts of information and then
condensing and leveraging this data so they can quickly make effective
decisions and implement efficient processes, according to Stoeckle.
ProView diagram
Source: Wincor Nixdorf

6. ATM monitoring and management: maximizing uptime and minimizing costs
6© 2014 Networld Media Group | Sponsored by Wincor Nixdorf
Mobile-enabled
In addition to providing a desktop operational management console,
ProView 4.2 and ProView BI are fully mobile-enabled. This means that, if
an executive responsible for a Brazilian bank’s ATM network is travelling in
Europe on business, for example, they can monitor the health and security
of their ATM network during their trip.
“ProView allows alarms to be sent to a smartphone or other mobile device
as soon as an attack on a self-service system is registered,” said Lang
Hong, ProView software requirement engineer at Wincor Nixdorf Software.
“The smartphone can then be used to call up all information relevant to the
incident — not just transaction data but also images and videos from the
surveillance cameras.”
Wincor Nixdorf is one of the world’s leading
providers of IT solutions and services to
retail banks and retailers. The company’s
extensive portfolio focuses on optimizing
business processes at banks and retail
companies. Wincor Nixdorf has a presence
in more than 130 countries, with its own
subsidiary companies in 42 of those.
For more information, visit
www.wincor-nixdorf.com.
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