Largest bank in the UAE adopts end-to-end transaction monitoring technology to deliver exceptional customer service across ATM networks and core banking channels
Vancouver, Canada – February 19th, 2013 – INETCO Systems Limited, a leading provider of transaction monitoring technology, today announced the National Bank of Abu Dhabi (NBAD) has chosen INETCO Insight to monitor customer service delivery across their ATM networks and other core banking channels. NBAD, largest bank in UAE by market capitalization, will be the first bank in the Middle East to deploy INETCO Insight alongside NCR’s APTRA Vision self-service banking software, gaining a powerful “one-stop” view into device performance and business transaction management.
“The INETCO Insight end-to-end transaction monitoring capabilities, bundled with NCR’s APTRA Vision product, represents a combined solution that is far superior to any other application performance monitoring products in the market today,” says Jamal Abboud, Group CIO of NBAD. “The ability to combine and analyze granular details on consumer transactions and ATM device statistics means we have maximum control over all the various services and payment options being provided through our ATM network and other banking channels. We can react in seconds – not hours – to what our end customers are experiencing.”
With INETCO Insight transaction monitoring technology, NBAD gains real-time access to rich transaction intelligence that can help them ensure all banking transactions are secure and reliable. The software captures every customer transaction in real-time and correlates all device, switch, and network response timing data – without the use of agents, extra traffic loads or code changes. NBAD’s ATM and IT operations teams can receive instant notification when transactions slow down, time out or fail, and can quickly isolate third party response issues, communications failures, underperforming components or infrastructure bottlenecks – on average 65% faster.
“NBAD is the first bank in the Middle East to adopt the INETCO Insight transaction monitoring technology and recognize that what happens between customer facing devices, the switch and other third party components can affect the completion of an end customer’s transaction,” says Bijan Sanii, President and CEO of INETCO. “We greatly admire their technological leadership and the emphasis they put on delivering an exceptional customer experience through their ATM networks and other core banking channels.”
NBAD has one of the largest networks in the UAE, with more than 120 branches and 570 ATMs across the country. The Bank also hosts the largest global network among all UAE banks. Since 2009, NBAD has been ranked one of the World’s 50 Safest Banks by the Global Finance magazine and the safest bank in the Middle East. The Bank was also named in 2011 the Best Bank in the UAE for the third consecutive year by Euromoney. NBAD surpassed US$1 billion net profits in 2010, becoming the first UAE bank to reach this milestone.
The sale of INETCO Insight transaction monitoring technology to NBAD was orchestrated through NCR.
“INETCO Insight and NCR APTRA Vision solutions align with NBAD’s priority of exceptional service delivery,” says Bob Tramontano, Vice President, NCR Financial Services. “Within their first year of deploying INETCO Insight, customers have reported up to a 26 percent reduction in failed transactions and a 65 percent faster isolation of transaction performance issues. INETCO Insight’s transactional intelligence will help NBAD gain meaningful data from their self-service channels in order to improve operations and deliver a great experience for their customers.”
To learn more about INETCO Insight and monitoring multi-channel retail banking environments, sign up for the complimentary webinar and whitepaper discussion happening this Thursday (February 21st) titled, “Self-service Evolution or Die: 5 Best Practices for Monitoring Multi-Channel Banking Environments.”