Unisys’ managed service desk, InteliServe™, has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually.
In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience. At the time, the company was using a mix of on-premise and cloud contact center software and operating on a high-touch maintenance environment, making it hard to deliver the exceptional customer experiences they desired.
Unisys wanted a contact center partner that could keep pace and support it into the future. Looking for a partner that could be cost-efficient and at the same time innovative, the company hired NICE. The CXone cloud contact center software platform would unify its global network of service desks. And as a result, Unisys continues to realize a number of benefits, from an increase in productivity to a reduction in time to deploy new clients to a reduction in operating costs.
As the global market leader in contact center software, CXone has delivered the omnichannel experience and cost efficiencies Unisys was looking for. It has not only boosted productivity but has also reduced the time to onboard new clients by as much as 50 percent!
Unisys says that NICE CXone’s reputation as a market leader and global presence are now big selling points when the company is pitching prospective clients.