NCR Expands Predictive Services To The POS

For many retailers, in-store success hinges on the efficiency of checkout systems — both self-checkout and the traditional POS. Merchants can prevent unsavory customer relationship issues by having visibility into potential system problems ahead of time.

NCR Predictive Services is a managed service offering for assisted and self-service technologies. The solution is aimed at predicting failures before they happen, to help retailers enhance preventative measures and speed issue resolution. Already available for self-checkout devices, in January 2012 NCR expanded the capabilities of its Predictive Services to the NCR RealPOS™point-of-sale (POS) terminals.

The new system has been deployed in the UK at Sainsbury’s and at a to-be-named major U.S. grocer, according to  The Sainsbury’s deployment is part of a multi-million dollar managed services renewal that also will include an extension of NCR services across help desks in 1,000 stores and 23 depots.


Ensuring that more devices are working at peak times will help Sainsbury’s save tens of thousands of hours in downtime to improve the customer’s in-store experience, the company reported in a press statement. “Consolidating our managed services enables us to use NCR’s technology to meet our commitment to deliver a great shopping experience for Sainsbury’s customers, while driving greater efficiencies that support our growth plans,” said Rob Fraser, Sainsbury’s IT Director. “Sainsbury’s and NCR share a relentless focus on ensuring shoppers at our stores can get through the checkouts as quickly as possible, especially during peak times.

NCR Predictive Services works through a software agent on the NCR self-checkout or POS device, which gathers a variety of operational data. The data is analyzed by business intelligence software and processes that leverage the NCR Services data warehouse. The warehouse maintains operational data from more than 2 million consumer points of service and 12 million annual service actions around the world, NCR reported  

Based on the analysis, recommendations are made for preventive action due to end-of-life or imminent failure of devices and modules. Detailed, advance information on repairs also can be provided, enabling faster resolution, either by on-site technicians or remotely.  

For example, the NCR software could identify that a cooling fan in a POS terminal is running too slowly. The software also would identify that terminals with this operating condition statistically fail within a certain time period. An NCR Customer Engineer would be dispatched automatically to change the part at a minimally disruptive time, before the defect causes failure.

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