With AI-powered cloud applications for customer service, Diebold Nixdorf will be able to unify service operations, improve field technician productivity, and enhance customer satisfaction.
Diebold Nixdorf has selected Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service, part of Oracle Fusion Cloud Customer Experience (CX), to optimise its global service operations.
With AI-powered cloud applications for customer service, Diebold Nixdorf will be able to unify service operations, improve field technician productivity, and enhance customer satisfaction.
Diebold Nixdorf is an end-to-end provider of services, software, hardware and security for the world’s top financial institutions and retailers.
To ensure its growing global customer base receives world-class, industry-leading service, Diebold Nixdorf needed to unify, streamline, and automate its manual service processes and operations.
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After consideration, Diebold Nixdorf decided to expand its existing footprint of Oracle Fusion Cloud Applications Suite and selected Oracle Cloud Service and Oracle Cloud Field Service to support its global service strategy.
“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,” said Teresa Ostapower, Senior Vice President and Chief Information Officer, Diebold Nixdorf.
“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.”
With Oracle Cloud Service, Diebold Nixdorf will be able to automate complex service workflows and enable predictive maintenance capabilities, while Oracle Cloud Field Service will help it better schedule, route, and equip mobile workers to complete onsite service activities.
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The new AI-powered cloud applications for customer service build on Diebold Nixdorf’s successful adoption of Oracle Fusion Applications for finance and HR.
“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,” said Rob Pinkerton, SVP, Oracle Cloud CX.
“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.”
Part of Oracle Fusion Cloud Applications Suite, Oracle Cloud CX leverages the latest AI innovations to help organisations create, manage, serve, and nurture lasting customer relationships across marketing, sales, and service.
Embedded AI acts as an advisor and assistant to help customers analyse connected data, enhance operational efficiency, and improve the customer experience.
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