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Diebold Nixdorf Enhances Global Service Delivery with Oracle

In a significant leap toward modernizing customer service operations, Diebold Nixdorf (NYSE: DBD), a leader in banking and retail technology, has announced a strategic partnership with Oracle. This collaboration aims to leverage Oracle Fusion Cloud Service and its advanced AI capabilities to optimize the company’s global service delivery strategy.

Having built a robust reputation for transforming the banking and shopping experience, Diebold Nixdorf recognizes the increasing need for unified, efficient services to meet the rising expectations of their diverse global customer base. As part of this initiative, the company will deploy Oracle’s AI-powered applications to unify its service operations, enhance field technician productivity, and ultimately boost customer satisfaction scores.

Diebold Nixdorf delivers an extensive range of services, software, hardware, and security measures to top financial institutions and retailers worldwide. To maintain the highest standards of service and ensure customer loyalty in a competitive marketplace, they realized a necessity for streamlining and automating their existing manual processes.

Teresa Ostapower, Senior Vice President and Chief Information Officer of Diebold Nixdorf, emphasizes the importance of leveraging Oracle’s integrated technologies. "Our collaboration with Oracle has proven to be beneficial. With Oracle Fusion Applications, we have significantly improved operational efficiency in our finance and HR functions. Now, as we expand our use of Oracle’s offerings, we are set to enhance our service delivery further," she stated.

The implementation of Oracle Fusion Cloud Service will enable Diebold Nixdorf to automate complex service workflows, providing predictive maintenance capabilities as well. This transition not only aims to improve resolution times for service tickets but also intends to decrease operational costs. Such efficiency is critical, as Diebold Nixdorf manages millions of service tickets annually, necessitating swift and effective solutions to evolving customer needs.

Rob Pinkerton, Senior Vice President of Oracle Cloud CX, commented on the imperative of adapting to client demands.