Diebold Nixdorf Streamlines Global Service Delivery with Oracle Fusion Cloud
Diebold Nixdorf, a leader in banking and retail technology solutions, has chosen Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service to unify and optimize its global customer service operations. This move leverages embedded AI to boost efficiency and improve customer satisfaction across its worldwide network.
The company provides comprehensive services, software, hardware, and security for leading financial institutions and retailers. To meet the demands of its expanding global customer base, Diebold Nixdorf aimed to simplify and automate its previously manual service processes. After evaluating options, the organization expanded its use of Oracle Fusion Cloud Applications Suite by adopting Oracle Cloud Service and Oracle Cloud Field Service to support its service strategy worldwide.
Enhancing Operational Efficiency with AI
Teresa Ostapower, Senior Vice President and CIO at Diebold Nixdorf, highlighted the partnership’s benefits: “Oracle has enabled us to improve operational efficiency by streamlining and unifying finance and HR processes. Building on that success, Oracle Cloud Service and Oracle Cloud Field Service, powered by embedded AI, will help us manage millions of service tickets annually, deliver faster resolutions, reduce costs, and adapt to customer needs.”
Oracle Cloud Service will automate complex workflows and enable predictive maintenance, while Oracle Cloud Field Service optimizes scheduling, routing, and equips mobile technicians for onsite tasks. These AI-driven tools complement Diebold Nixdorf’s existing Oracle applications in finance and HR.
Meeting Diverse Client Expectations
With millions of devices deployed across banking and retail sectors, Diebold Nixdorf must maintain consistent, high-quality service. Rob Pinkerton, Senior Vice President at Oracle Cloud CX, noted, “Oracle Cloud CX provides a standardized, efficient service framework. Embedded AI helps optimize field operations and drive operational efficiencies, ensuring Diebold Nixdorf can meet evolving client demands.”
Oracle Cloud CX, part of the Fusion Cloud Applications Suite, uses AI to help organizations manage customer relationships across marketing, sales, and service. The AI acts as an assistant to analyze data, streamline operations, and enhance the customer experience.
Diebold Nixdorf began deploying Oracle Cloud Service and Oracle Cloud Field Service in March 2024, marking a significant step toward unified and efficient service delivery.
Contact Information
- Kim Guillon
- Oracle
- Email: kim.guillon@oracle.com
- Phone: +1.209.601.9152
About Diebold Nixdorf
Diebold Nixdorf, Inc. (NYSE: DBD) automates and digitizes banking and shopping experiences worldwide. Serving most of the top 100 financial institutions and top 25 global retailers, the company connects digital and physical channels securely and efficiently for millions of customers daily. Operating in over 100 countries with around 21,000 employees, it is committed to delivering integrated technology solutions. Learn more at DieboldNixdorf.com.
About Oracle
Oracle provides integrated application suites and secure, autonomous cloud infrastructure. For additional details on Oracle (NYSE: ORCL), visit Complete AI Training’s Oracle overview.
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