Unisys Improves Global Omnichannel Service

Unisys Corporation has integrated NICE inContact CXone as the core omnichannel contact centre technology in the Unisys InteliServe service solution.

InteliServe transforms the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital workplace.

CXone Omnichannel Routing enables creation of virtual agents that complement the expertise of Unisys live agents and operate across phone, email, web, video, chat, service portals and social media to provide users with anytime, anywhere access to service via whatever channel is most convenient at a given time.

Unisys has already begun deploying InteliServe with CXone at its client global client service centres.

“Unisys selected NICE inContact CXone as a true cloud player to provide leading-edge contact centre technology for our advanced InteliServe solution,” said Mickey Davis, global vice president, Managed Workplace Services, Unisys.

“NICE inContact demonstrated that they can provide the global reach we need to support our multilingual international client base and help us deliver economical, comprehensive service to keep our clients’ users productive and their customers satisfied around-the-clock, worldwide.”

“CXone provides the speed of deployment, fast return on investment and seamless integration capabilities we need to fulfil our service mission.”

“This choice by Unisys demonstrates what we’re seeing in the marketplace – accelerated adoption of NICE inContact CXone by global organisations that are moving to the cloud,”  said Paul Jarman, NICE inContact CEO.

“Enterprises are primed to benefit from the CXone open cloud customer experience platform. CXone powers companies to deliver exceptional customer experiences that build loyalty, advocacy and wallet share. It’s a pleasure working with Unisys and their global enterprise clients to achieve quicker ROI.”

IT research and advisory firm NelsonHall named Unisys a Leader in its 2018 NEAT Evaluation for Next Generation End-User Computing Services, and NICE inContact was named a Leader in the 2018 Gartner Cloud Contact Center as a Service (CCaaS) Magic Quadrant, North America, as it has been every year since the report debuted in 2015.

That consistency was a factor in Unisys selecting NICE inContact. Another factor was its Federal Risk and Authorization Management Program (FedRAMP) certification, as Unisys works with several federal government agencies.

This news story has been re-published by kind permission of NICE inContact – View the original post