Diebold Nixdorf, a financial and retail technology company, has implemented Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service to enhance its global service operations.
The move is designed to unify service processes, improve the productivity of field technicians, and increase customer satisfaction through the use of artificial intelligence (AI)-powered applications.
Diebold Nixdorf, which provides services, software, hardware, and security solutions to major financial institutions and global retailers, seeks to streamline and automate its service processes.
This initiative supports its strategy to maintain high service standards for its growing global customer base.
By adopting Oracle’s cloud solutions, Diebold Nixdorf aims to automate complex workflows and enable predictive maintenance capabilities. This will enhance its ability to manage mobile workforce operations more efficiently.
Oracle Cloud CX senior vice president Rob Pinkerton said: “With a vast customer base and millions of devices in the field across the banking and retail sectors, Diebold Nixdorf must continuously meet diverse and evolving client expectations for mission-critical operations.
“With Oracle Cloud CX, Diebold Nixdorf will be able to implement a more efficient service delivery framework, leveraging embedded AI to standardise processes, optimise field operations, and drive efficiencies.”
Diebold Nixdorf’s decision is part of an expansion of its existing Oracle Fusion Cloud Applications Suite, which it already uses for finance and human resources functions.
Oracle Cloud CX, which includes the selected applications, employs artificial intelligence to assist organisations in managing customer relationships across marketing, sales, and service channels. It provides tools for analysing connected data and improving operational efficiency, aligning with Diebold Nixdorf’s objectives for an improved customer experience.
The integration of Oracle Cloud Service and Oracle Cloud Field Service into Diebold Nixdorf’s operations commenced in March 2024. This partnership is set to strengthen Diebold Nixdorf’s capacity to securely and efficiently connect digital and physical service delivery channels.
The deployment of these AI-driven cloud solutions is expected to support Diebold Nixdorf’s ongoing efforts in delivering innovative banking and retail experiences worldwide. By leveraging Oracle’s technology, the company aims to enhance operational capabilities and meet the demands of its diverse client base effectively.
Diebold Nixdorf senior vice president and chief information officer Teresa Ostapower said: “Oracle has proven itself to be a strategic partner, and with Oracle Fusion Applications we have been able to improve our operational efficiency by streamlining and unifying our finance and HR processes. We are now building on that success to scale our service excellence.
“With embedded AI, Oracle Cloud Service and Oracle Cloud Field Service will help us manage millions of service tickets annually by enabling our team to deliver faster resolution times, reduce operational costs, and stay ahead of evolving customer expectations.”
