NCR Atleos Delivers 5.8 Million Hours of ATM Availability to Customers Through Advanced Service Innovation and Continuous Improvement

WHY THIS MATTERS: The financial services sector, particularly in its effort to ensure ubiquitous self-service financial access, is at a critical inflection point where operational excellence is becoming entirely dependent on applied machine intelligence. The ability to deliver millions of hours of additional ATM availability confirms that the ATM is evolving from a simple hardware device to a complex, connected component of AI-driven operations. This achievement is significant because system downtime equates to lost revenue, diminished customer trust, and compromised financial inclusion, especially in cash-reliant communities. By integrating AI for predictive failure analysis and intelligent technician dispatch, the industry is moving beyond reactive break-fix models. This shift toward a continuous improvement engine, driven by real-time fleet-level performance management, is the new competitive standard for maintaining robust, high-availability physical infrastructure in an increasingly digital world.

NCR Atleos Corporation (NYSE: NATL) (“Atleos”), a leader in expanding self-service financial access for financial institutions, retailers and consumers, announced a major service milestone: The company delivered 5.8 million hours of additional ATM availability to its customers in 2025 through aggressive quality improvements, AI‑enabled diagnostics and a company‑wide continuous improvement engine focused on driving uptime.

The achievement reflects a year‑over‑year reduction in Atleos service revisits, retrips and outlier service events—key contributors to ATM downtime. By removing unnecessary truck rolls, fixing issues before they break and resolving incidents right the first time, Atleos increased uptime across the global fleet of more than 600,000 ATMs it services, while operating more efficiently.

ATM downtime creates significant disruption for both consumers and the businesses that serve them. Each hour a machine is unavailable can mean lost transactions, reduced customer satisfaction and erosion of trust—particularly in communities where cash access is essential. Ensuring high availability is critical to meeting consumer expectations and preserving dependable self‑service financial access.

“This accomplishment demonstrates what happens when you combine disciplined continuous improvement with cutting‑edge technology,” said Leonard Graves, Executive Vice President, Global Operations for Atleos. “By reducing waste, strengthening quality, and leaning into proactive and predictive capabilities, we’ve given our customers millions of hours of added availability with no additional cost to them.”

The 5.8 million hours gained are the result of measurable reductions in three core areas:

• Revisits: Increasing quality and reducing return repair trips

• Retrips: Service calls requiring a second visit due to missing parts or incomplete resolution

• Outliers: Reducing delayed cases and increasing availability with faster resolution

In 2025, Atleos achieved a 23% year‑over‑year improvement across these metrics, enabled by an expanding technology stack that includes:

• AI‑driven Intelligent Dispatch to match the right technician to each call

• Intelligent Diagnostics and remote resolution tools that eliminate truck rolls entirely when possible

• Fleet‑level performance management (“CARE”) that targets devices operating outside normal patterns

Each of these improvements have measurably reduced downtime in Atleos ATMs.

The Atleos service excellence strategy also includes a global SQDC (Safety, Quality, Delivery, Cost) rewards program that incentivizes field service technicians for high‑quality, productive work. Top performers can earn quarterly bonuses based on objective KPI performance such as revisit rates, retrips, outliers and productivity.

“Quality always comes first,” said Graves. “Our rewards system reinforces the behaviors that matter—safety, doing the job right the first time and using our diagnostic tools consistently. The results speak for themselves.”

FF NEWS TAKE: This milestone clearly moves the needle by proving that applying advanced AI and performance management can deliver tangible, large-scale gains in operational efficiency. The 23% improvement in metrics like reducing repeat service calls sets a high standard for vendors maintaining critical physical infrastructure. We should now watch for how rapidly this model—combining AI-driven diagnostics with technician incentives—is adopted across other essential banking infrastructure, such as branch IT and complex payment terminals.

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