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NCR End-of-Life: What to Expect

Countless emails are going around the industry, with many professionals at financial institutions voicing concerns about rumored changes to NCR’s equipment fleet. Bank and credit union leaders are worried about NCR hardware and software end-of-life dates and what they mean for business. This article will cover what “end-of-life” means, which NCR products are affected, and why this news isn’t as threatening as it may seem. Read on for a complete run-down on what is happening, what isn’t happening, and what to do if your branch needs assistance preparing for the future!


What Does “End-of-Life” Mean?

When NCR says that a hardware or software product is approaching end-of-life, what they mean is that they will no longer provide updates and support for those products. End-of-life DOES NOT mean that your equipment is obsolete, dysfunctional, out-of-order, or needing immediate replacement. The term end-of-life is intended to create a sense of urgency and reveal that NCR’s plans for a product are nearing completion, BUT it doesn’t mean banks and credit unions have to spend thousands of dollars on new equipment right away. Branches will continue using the same machines in many cases, and if changes are required eventually, gradually updating will be the best way forward for most financial institutions. End-of-life is a semi-technical phrase, but in practical terms, 2023 and 2024 are probably not the end-all for your equipment as long as its condition is fine.


Why Do Manufacturers Stop Supporting ATMs?

Sometimes hardware and software manufacturers want to emphasize and direct their resources toward new products. As time passes, new methods of production, new ways of doing business, and new possibilities necessitate hardware and software changes. Programmers and designers discover ways to use or improve technology almost daily, so software and hardware evolve constantly. There are always new technological advances that present opportunities to upgrade and modernize. Growth, change, and the evolution of technology are inevitable, and you have probably experienced this kind of change before!

Technological Evolution is a Good Thing!

If you have any experience with electronic devices, you know that tech changes rapidly, and the rate at which technology evolves has accelerated over the past decade. Manufacturers focus on releasing new equipment at a regular pace. There is a new phone model every six months or so, and the smart devices we use on all sorts of electronics, from TV sets to refrigerators, seem to get smarter every year. An ATM is a computer at its core, and ATM technology is evolving in a slower but similar fashion to the other computer devices you probably use daily. You have likely noticed technological evolution and the release of new machines while maintaining the still-sufficient devices you already own. The same could be true for your ATMs.

NCR is Ending Support for Select Hardware and Software

NCR will indeed sunset (end support) for the NCR APTRA Edge 10 ATM software after December 31, 2023, and focus its attention on new software, Activate Enterprise. NCR will also sunset the 30-Series ATMs after December 31, 2024. The company will likely not provide compliance updates or other support, but the machines and software will still be usable for some time after these dates have passed. We can help you prepare to keep your machines up.

Here is What to Do About NCR End-of-Life

It’s important to note that the upcoming end-of-life dates are not a cause for alarm if your current machines are running and in good condition. These dates will not require every financial institution to buy new equipment immediately. In most cases, banks and credit unions can continue to use NCR 30-Series ATMs for the immediate future with help from an experienced support team. Choose Edge One to maximize your use of 30-Series ATMs after these end-of-life dates, and you may save time and money on upgrades that aren’t yet necessary.

Think of an electronic device you used for years after new models arrived. You might have taken the device to an independent manufacturer for service once the manufacturer’s warranty ended. Edge One can provide the reliable support your financial institution needs to make the most of your existing ATMs.

Why Turn to Edge One for ATM Support After NCR Moves on to New Devices?

The Edge One team has led banks and credit unions through various end-of-support scenarios, including the NCR 80-Series, M Class, 5600, and others. Our experience guides us in ensuring great experiences for our clients and their customers as technology changes. We can access new and remanufactured NCR parts and parts from other manufacturers. Most wear parts for the 30-Series are still in production, so these items are not difficult to source.

With access to the necessary parts and service from a team with plenty of experience servicing models beyond manufacturer support times, your financial institution might use your current ATMs for years after these official end-of-life dates!

We also offer complete ATM service and ATM management. We can help if your branch needs professionals to handle transaction processing, cash replenishment, cash management, or other tasks related to running an ATM. Lean on us to support your NCR 30-Series ATMs.

So, Don’t Sweat Over the NCR End-of-Life News

While NCR is ending support for certain hardware and software products, how some have delivered this news may be more alarming than necessary. Let’s discuss your current ATM equipment status and customize a plan to ensure your machines will continue to meet your financial institution’s needs. Call 800-423-EDGE (3343) directly, or request a meeting to speak with an Edge One representative about the NCR end-of-life dates and how your branch will handle them.

Reach Out to Us for Assistance

Do you already have service from Edge One? Please reach out to your representative with any concerns about your current equipment. We are working with clients proactively to position them for the future but feel free to connect with us if we have not yet given you guidance specific to your branch or institution. We look forward to speaking with you!

Not a current Edge One customer? Fill out our contact form and a member of the Edge One team will reach out to you shortly, or call us directly at your convenience:  800-423-EDGE (3343)

Everything You Need to Know About ATM Processing

ATM Processing Cover Image - ATM Processing from Edge One LLC

What happens when a user makes a transaction via ATM? How do the details of the transaction get back to the banks involved? This blog post offers insight into how ATM processing works. Read on for information about ATM transactions and learn how ATMs connect to networks to make it possible for people to withdraw and deposit cash, check bank balances, and more without visiting the bank directly. This post details how ATM transactions work, what transaction processing entails, what to expect regarding ATM processing costs, a brief word about ATM history, and why Edge One might be the solution for your business’s ATM transaction processing needs.

What is ATM Processing?

ATM processing is the functionality behind transactions at automated teller machines. When someone completes a transaction, such as taking money out of their account, the ATM must be able to connect to the appropriate systems to make sure that person has the authority and funds available to complete the transaction. A series of small steps occur in the blink of an eye to allow this magic to happen. Those steps, collectively, are ATM processing! Keep reading to learn more about these quick but vitally important steps.

How Does ATM Processing Work?

So, how does an ATM get the information it needs to process the transaction? The most basic answer is routers that connect ATMs to the banking systems that either approve or deny the transaction. The ATM receives this approved/not approved status, and its programming responds accordingly, displaying messages to guide the user to complete the request or notify the user that the requested transaction is invalid.

ATM Processing Illustration - ATM Processing from Edge One LLC

What Happens During an ATM Withdrawal?

Let’s start at the beginning of a withdrawal transaction. We know that when someone wants money from an ATM, they need their ATM card and the Personal Identification Number associated with the card. The person using the ATM first enters the pin, and the ATM quickly compares the number the user entered with the number on file using massively powerful encryption for both the PIN and the entire packet of information being communicated. The ATM allows the customer to request funds if the entry matches the pin.

When a user requests money from an account via ATM, the machine does not simply spit out the money instantaneously, though the transaction happens quickly. The cardholder’s financial institution must approve the transaction and reimburse the funds supplied to the ATM owner. The ATM processor is the piece of technology that allows this to happen. Since the processor has connections to the networks the ATM supports, it can facilitate the approval and transfer of funds. Once approved, the processor creates a record of the transaction for accurate reporting.

Did You Know?

The cash dispenser on an ATM has a specialized electronic eye that counts each bill as the machine dispenses the cash. The scanner eye is the most accurate method to ensure that the dollar amount subtracted from the account matches the amount released to the ATM user. Technology is amazing!

What Happens During an ATM Deposit?

An ATM deposit transaction begins in much the same way a withdrawal does. Of course, before the user can do anything, the ATM requires the pin number!

Now, let’s consider what happens to move the transaction from the user punching in the pin to the user walking away with the confidence that the ATM is delivering the deposited funds reliably into their account.

During a cash deposit, like during a withdrawal, the ATM connects to the  financial institution’s network. It receives the cash, scanning each bill for an accurate count of the deposit amount. Once it has counted the bills, the ATM creates a transaction record of the deposit. Funds from cash deposits are often available immediately.

Most modern ATMs can also accept check deposits. These ATMs scan checks just as they scan cash, but funds may take a couple of days to become available, as the time to fully process a check can vary from one financial institution to another.

Deposit being made into an ATM

Note: some ATMs that accept deposits take them in envelopes only, with the funds to be counted by a teller and manually entered into the account later.  These older style machines are quickly being retired and won’t be available much longer.

What Determines How Fast Deposited Funds Become Available?

You may have noticed when making a deposit that sometimes funds become available immediately, and other times it takes a while. So, what’s the difference? The difference is usually a matter of check or cash. When you deposit money, the funds usually become available almost immediately because ATMs can count the cash funds as the bills enter the machine. When you deposit a check, your financial institution has to wait for the payer’s financial institution to make the transfer, which can take some time.

How Much Does ATM Processing Cost?

ATMs rely on data networks and the ACH system to complete the transactions that users request. These networks and the ATM itself require upkeep, and delivering the data to complete transactions requires resources, so ATM processing fees are necessary to meet customer demand. It’s just like when you use a Visa, a Mastercard, or another credit card; the credit card processor requires a small fee to cover the expenses involved in making the transaction happen.

So how much should a business owner expect to pay for ATM transaction processing services? The answer is that pricing varies from one ATM processing company to another, to some extent by geographic region to the next, by the number of transactions a given business completes within the billing cycle, and the complexity of the transactions being supported.  Business owners can expect to pay a fee on every transaction, so the total amount spent on ATM processing services each month depends on the number of transactions and the per-transaction rate.

Connect with Edge One to discuss your business’s ATM transaction processing needs, and a team member will provide you with more detailed information about costs: 800-423-3343 (EDGE)

Why Choose Edge One for ATM Transaction Processing?

Edge One prides itself on reliable service, always aiming to deliver the best experience possible for our customers. We know businesses want an ATM processor that is dependable, hassle-free, and responsive to any concerns at rare moments when any issues occur. Our customers are happy to have us for their ATM transaction processing services because they can trust in our award winning professionalism and the reliability.

Here are some details about our ATM processing service that our customers can endorse:

Simple and Fair Pricing

Clear Monthly Statements

Dedicated Customer Service

Options for Check and ACH Payments

Efficient Dispute Resolution

Easy to understand Reporting

Best in class break fix repair services

Superior knowledge of the banking system and options available

Did You Know?

Edge One was named the Global Service Provider of the Year by NCR, the world’s largest manufacturer of ATMs, and there were over 550 organizations worldwide competing for this award?


We aim to keep pricing simple for at least one significant reason: we want you to know how much you can expect to pay every month. We believe that with straightforward pricing and easy-to-read monthly statements, there is minimal guesswork regarding how much to pay for monthly ATM transaction processing. We ensure that our customers have the information they need to make the most of our service and meet their businesses’ needs.

Did you know?

Edge One has maintained a 99%+ customer retention rate ever since we started measuring it over a decade ago?

Customer Service is King

The Edge One team believes customers who do not receive excellent service from their ATM processor will leave to find another. We strive for excellent experiences for our customers and our customers’ clients.

What About Dispute Settlement?

We minimize customer issues by committing to providing an excellent experience, but the businesses we support can count on us to handle disputes efficiently whenever they arise. Responsive service and customer satisfaction are important to us, so we let our customers know they can contact us about any problems and expect an acceptable resolution.

Paying is Easy with Edge One

We can run quick and easy ACH payments, or you can send payments via check, whichever is most convenient for you and your business. Edge One wants a no-hassle experience for every customer, which means paying should be simple too.

Complete Reporting

We offer reporting beyond the monthly statements to give our customers full details about the ATM transactions and provide them with powerful insights. We know that the more informed our customers are about the transactions and the data, the greater the impact on their businesses. Our reporting allows for invaluable analytics that our customer businesses use to plan and make decisions for the future.

Request More Information About ATM Transaction Processing

Is your business ready to use an ATM for the first time? Are you considering moving to a new ATM processor? Edge One is ready to meet your needs with reliable service and fair rates. If you want to learn more about ATM processing and what we can do for your business, contact us using our contact form and we will reach out to you shortly, or call us directly at 800-423-EDGE (3343). A friendly team member will answer your questions about ATM processing and assist you in becoming part of the Edge One family when you are ready!

Is an ITM a Good Investment?

Image of a person speaking to a teller via ITM. The overlayed text reads, "Offer virtual service with a smile they can still see."

Interactive teller machines combine ATM functionality with the interactivity and service of a live teller. These machines allow our clients to service their customers more effectively, improve customer experience, and save on costs, resulting in a greater return of value than traditional ATMs. Keep reading this ITM FAQ to learn more about what ITMs do, their origins, and how they can save your business money while helping your customers.

What Does an ITM Do?

ITMs have the same functions ATMs do, with added benefits that are useful for most customers. They are the next level of technology and service for financial institutions looking to find more efficient and convenient ways to assist their customers. The latest terminals provide all the services customers expect from in-person tellers in relatively small form factors. ITMs work well in even the tiniest areas, so they are excellent for department stores, lobbies, and other compact locations. Here are some of the most frequently used ITM functions:

  • Cash Withdrawals
  • Check Cashing and Deposits
  • Bill Payments
  • Card Replacements
  • Funds Transfers
  • Money Orders and Bank Checks
  • New Account Openings
  • Bank and Investment Transactions
Image of a person speaking to a teller via ITM. The overlayed text reads, "Offer virtual service with a smile they can still see."

Here is How ITMs Differ from ATMs

How is an ITM different from an ATM? What advantages does an ITM offer customers that is not available from an ATM? The answers to these questions are an ITMs ability to connect a customer to a live teller. ITM technology allows a teller to assist the customer remotely via video chat. Sometimes the best way to meet a customer’s needs is to provide service from a real person, and that functionality is unavailable at a basic ATM. ITMs offer customer experiences that promote the financial institution’s brand, improve customer approval scores, and help the institution make more money per customer and interaction. ATMs are simple machines, functional but impersonal.

How Does an ITM Benefit the Customer?

The most significant difference between an ITM and an ATM is the value of human interaction. A live remote teller can offer more banking services than a traditional ATM and tailor each experience to the customer, allowing more opportunities for your financial institution. Having a guide ready to assist and answer questions at the press of a button makes customers feel more comfortable and encourages them to do more business. Customers also like that a live teller can assist them with I.D. verification when necessary. Access to funds in smaller denominations not available at ATMs is a bonus.


What are the Benefits of an ITM for the Financial Institution?

ITMs bring financial institutions several notable advantages, including:

  • Reduced Costs Over ATMs
  • Reduced Costs Over Branches
  • Business Expansion
  • Improved Service Quality
  • More Sales Opportunities

ITMs Improve Savings and Cost Avoidance

Using an ITM could generate massive savings, especially if your organization can transform the way it operates in the future.

Imagine how ITM technology can positively impact your labor expense. ITMs reduce the number of required tellers, allowing financial institutions to reorganize and use personnel more efficiently. Our ITMs have taken some financial institutions from 20% teller utilization to 80%. ITMs also lead to savings in terms of reduced investment in teller work environments. ITMs make work-from-home tellers possible.

There is also the potential for savings as ITMs allow institutions to rebuild or remodel branches that are much smaller than before the ITM. Running a smaller location means lower property, utilities, and building upkeep costs. Closing an ITM is also significantly less expensive and involved than closing or moving a branch.

Another set of costs that ITMs nullify is the costs of ATMs themselves. ITMs cover ATM functions perfectly while increasing features and functionality.


ITMs Help Financial Institutions Expand

The convenient form factor and the complete functionality of an ITM means establishing a new branch is easier than ever. A financial institution can place itself in a new area with minimal effort, which means fewer costs to cover more territory.

Financial institutions can take advantage of the remote service aspect of an ITM to offer longer service hours. ITM tellers do not have to be local, but simply online and available, so institutions can staff employees earlier or later as most beneficial to business.

More ‘branches’ and extended hours mean financial institutions have more opportunities and more time to create long-term customers. ITM technology allows institutions to touch more people, complete more transactions, boost revenues, and see a return on investment that standard ATMs will not replicate.


ITMs Improve Quality Scores

NPS scores give insight into what customers think about a financial institution’s service. Evidence strongly suggests that customers report greater satisfaction with ITM interactions than transactions with traditional tellers and ATMs. Customer satisfaction is the ultimate factor in customer retention, and NPS scores tend to tell the truth. ITM transactions are faster, they save the customer’s time, and computers do not make counting errors. ITMs drive excellent customer experiences that keep people banking with the institutions they trust.


Interactions with ITM Tellers Lead to Increased Sales

Many of the best sales opportunities happen when tellers and bankers have a customer right in front of them. The interpersonal connection allows customers to be more receptive to new ideas and pitches about the financial institution’s products. It is one thing to show a graphic on an ATM screen with a few words about a beneficial product, but there is nothing like having a conversation with the customer in person. Well, there is almost nothing like that. ITMs offer a live conversation with the customer that is as effective as in-person interaction. The customers and agents can see each other during these virtual meetings, setting the stage for the sale.

An interactive teller machine helps the financial institution as much as it assists the customer. Customers who choose to interact with an ITM agent want to speak with a live human, and they will be listening when the agent makes a suggestion.


Staffing Gets Easier

ITMs often improve staffing and retention efforts. People appreciate remote work opportunities, and they are more likely to remain in remote positions longer. Likewise, the virtual aspect of an ITM position means financial institutions can centrally locate these employees and build a rewarding work atmosphere and culture that could help keep employees happy. When holding on to a good workforce is proving difficult, ITMs contribute to employee retention.


ITM Benefits Make Financial Institutions More Competitive

ITM technology positions our financial institution clients to achieve improved results in terms of customer service and from an administrative standpoint, which means the clients are significantly better off in the long run. ITM technology allows institutions to lean on computers to handle the numbers involved in transactions while seeking and incentivizing staff members who are more adept at connecting with the customer, taking care of the customer’s needs, and getting sales. Why would customers leave for other institutions if your firm has the latest technology and delivers consistent, high-quality service? Why wouldn’t you take advantage of reduced overall expenses and a greater return on investment? ITMs are a powerful solution to move forward in the financial industry.

This May Surprise You, but ITMs Have Been Around for Nearly a Decade

Bank of America began using its first ITMs in 2013, and the technology has slowly but surely moved forward in the time since. An ITM is a powerful piece of technology, and businesses can often be hesitant to adopt new equipment. It makes sense for institutions to take time and analyze information before implementing new technology, but something happened recently that is priming more and more banking customers to take advantage of what ITMs have to offer.

Picture of 5 varying ATM models

On the COVID-19 Pandemic and ITMs

The situation around the coronavirus made many people less inclined to interact with someone in person when the meeting is not an absolute necessity. Businesses and individuals alike are more accustomed than ever to using technology to communicate in place of physical meetings. This change was challenging for businesses and institutions at the beginning of the pandemic, but people learned to use technology to its advantage and interact remotely. The change brought on by the pandemic makes ITMs even more impactful than they were designed to be. The ability to interact with a teller digitally and complete all the tasks that an in-person transaction would accomplish is important to many people who rely on financial institutions for banking and other purposes. ITMs are a proven solution to the problem of banking for customers who want limited interpersonal activity and need access to a teller.


ITMs Drive Results, But Investment is Important

Implementing ITMs is worth it, but they require effort and a financial commitment get started. Here are some things financial institutions will need to get the greatest benefits from ITM technology:

-The Infrastructure (Hardware and Software)
-Workstations for Remote Agents
-Training and Marketing
-Ongoing Support


Required Backend Infrastructure

Institutions preparing to use ITMs need the hardware and software to make all the components work together. This investment includes endpoint control and audio/visual software, core integration, a multi-user database, and a plug-in for item processing. Putting the right equipment in place is part of modernizing for the future.


Agent Workstations Make It All Happen

Like all employees, your remote tellers will need the equipment required to operate the ITMs and assist customers virtually, whether from a call center, an office, or from home. This means an investment in standard computer equipment that allows telecommunications. Agents will interact with customers in real-time, ultimately leading to a good return on the equipment investment.


Training and Marketing are Invaluable

We want to emphasize the importance of training your employees to provide excellent virtual service. Remember that this technology is about creating a consistently great experience for the customer. Start on the right foot with a team of reliable and experienced professionals who can help you establish a baseline for success.
Another detail of starting with the best foot forward with ITM service is getting the word out about it. We have found that the financial institution’s plans and marketing for an ITM location are the difference-makers in terms of whether the ITM meets expectations. It’s just like kicking off other new products and services in that an initial marketing push is paramount, but the results will be worth the time and effort.


Continued Support is Critical

Much like a new road will need maintenance and care over time, so, too, will an ITM and the team behind it need ongoing support to maintain success. Financial institutions should consider meeting the needs of staff and ensuring the completion of hardware and software updates as part of the investment required to get an ITM up and running. Continued support empowers ITM tellers to help financial institutions reach their goals.

Customers Fully Adopt ITMs After the Second Use

Institutions ask us about user adoption and whether customers prefer using an ITM. We found that customers never go back to using a standard ATM or talking to a teller in person after their second time using an ITM. The experience feels different from what they are used to the first time they interact with an ITM, and it feels more familiar as they begin their second transaction. By the end of that second experience, customers prefer to use ITMs as their primary method of interacting with a financial institution.


The Case Study of a Fully Outsourced Branch

One of our client institutions in Iowa outsourced completely using ITM technology. This branch employs a single ITM unit with no additional FTEs and no call center. A data firm handles the backend infrastructure, and there is no on-site IT team. The branch outsources monitoring and updates. When a customer accesses the ITM, the tellers on-site at other branches receive an alert, and one teller handles the transaction via a prepared workstation. This fully outsourced branch costs the institution less than $50,000 annually, not including real estate costs. This case study proves the concept of small remote branches. We foresee similar setups in grocery stores, hospitals, and even designated locations in small, isolated towns that would otherwise have no convenient access to a branch. ITMs open many possibilities for financial institutions to provide better customer service and meet business objectives.


Is an ITM Worth the Investment?

In most cases, an ITM is a worthy investment due to the flexibility and service improvements it brings to the financial institution and the value of the potential return on the initial investment. The cost avoidance, efficiency, and increased customer service capabilities make an ITM worth it. But each Financial Institution is different, and so are the circumstances involved in determining the ROI for such an expense. The good news is, we can help.

Edge One has worked to develop a comprehensive calculator that can help in determining costs involved, potential returns, and overall ROI. We would be happy to connect if you want to learn more about ITMs, their advantages, and how you might implement them in your budget for the coming year. Submit your contact information and we will be in touch shortly or feel free to call us directly.