ncr integrated service deskintegrated service desk customer web portal uniﬁed service management...

NCR INTEGRATED SERVICE DESKDelivering a consolidated user experience for

complex multivendor support environments

An NCR white paper

17TEL6273 - T&T Integrated Service Desk Brochure_US_CMYK.indd 1 2/10/17 5:23 PM

2Everyday made easier™ with NCR Integrated Service Desk

While a best-of-breed approach offers numerous feature

and functionality benefits, it can also introduce complexity

that often leads to increased management overhead and

inconsistent support services performance. Such an outcome

can stifle growth and adversely affect the customer experience.

The NCR Integrated Service Desk provides a single

point-of-contact to consistently manage multiple partners

to improve scalability, drive higher availability, improve

productivity and simplify service interactions across all

your partners and delivery channels.

To take advantage of the latest technology advances and deliver innovative solutions across the business, enterprises often utilize a variety of vendors and technologies to create an optimal IT infrastructure.



• Improve the Customer Experience with a “white label” single point-of-contact for all services regardless of delivery source.

• Coordinate, escalate, and dispatch to the right resolver group, at the right time, with the right information to drive faster issue resolution.

• Expand knowledge collection and dissemination across channels and technologies to increase first touch resolution and drive SLA attainment, thereby ensuring continuous improvement and optimization across the network.

• Reduce costs of supplier management through quality of service scorecarding and enabling Service Delivery Partner consolidation

NCR Integrated Service Desk can help you:



• Single point-of-contact: Accessibility through telephone, email, and electronic ticket interchange simplifies end customer interactions and minimize hand-offs.

• Integrated systems: Automating complex interactions between various delivery organizations, customers and partners ensures information is disseminated and collected consistently and efficiently.

• Comprehensive Performance Reporting: Standardized scorecards enable consistent view of key performance indicators to drive partner and vendor benchmarking as well as a holistic view of performance.

• NCR Services: Seamless integration into NCR’s extensive global services network including proactive remote monitoring, field services, and service management.

Key features to help you manage complex multivendor environments

Integrated Service Desk

Unified Service ManagementCustomer Web Portal

RoR ITSM

NOCLCM

Vendor 1 Vendor 2 Vendor n Partner 1 Partner 2 Partner n

L2 Desk

L1 Desk

NCR Field Services

RMMPlatform

NOCSpecialists

Wireless CloudData CenterUCEnterprise NetworkEnd User



As a global multivendor IT Support services provider, NCR Telecom and Technology partners with industry leading Telecom Service Providers and Technology OEMs to provide comprehensive solutions for wireless, networking, unified collaboration, workplace and data center technologies.

Utilizing industry best practices and cross-industry expertise, we’ll help you:

• Deploy new solutions faster through proven tools and processes

• Provide a single source partner across technology vendors and solutions

• Deliver turnkey solutions including design, deployment, maintenance and management

NCR Telecom & Technology advantage


NCR Corporation | 3097 Satellite Boulevard . Duluth, Georgia 30096 . USA

NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change specifications without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR office for the latest information. NCR Integrated Service Desk is a registered trademark of NCR Corporation in the United States and/or other countries. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders.

©2017 NCR Corporation 17TEL6273-0117 www.ncr.com

Why NCR?

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning

everyday interactions with businesses into exceptional experiences. With its software, hardware,

and portfolio of services, NCR enables more than 550 million transactions daily across retail,

financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the

everyday transactions that make your life easier.

NCR is headquartered in Duluth, Georgia with over 30,000 employees and does business in 180

countries. NCR is a trademark of NCR Corporation in the United States and other countries. The

company encourages investors to visit its web site which is updated regularly with financial and

other important information about NCR.


ncr integrated service deskintegrated service desk customer web portal uniﬁed service management...

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