Case Study: Unisys achieves seamless migration, cost savings, and enhanced CX with Genesys Cloud

Elevating IT and BPO service delivery worldwide

Unisys, a global IT and BPO services provider, needed to modernize client support and improve customer and agent experiences across multiple locations. Working with Genesys and Genesys Cloud, Unisys aimed to replace outdated systems, expand support channels, and deliver more seamless service at scale.

Genesys helped Unisys migrate agents and client organizations in five months, retire seven legacy systems, and add capabilities such as workforce engagement tools, callbacks, self-service, and surveys. By integrating chatbots, IVR, analytics, ServiceNow, and other apps through open APIs, Unisys now handles 20 million interactions annually and expects more than $2 million in lifetime savings, while also reducing queue times and improving resolution speed with Genesys AI and Agent Assist.

Unisys

Aron Meyer

Solution Architect, Digital Workplace Solutions