Case Study: Unisys achieves 75% integration automation and error-free integrations with NICE Systems RPA

Unisys - Customer Case Study

Unisys, a global information‑technology company that delivers service desk and field dispatch services for millions of users, faced a costly, error‑prone “swivel seat” problem where engineers manually transposed data across disparate B2B tools. The manual process slowed integrations, increased errors and costs, and lacked a consistent, auditable workflow—driving the need for a scalable, reliable automation solution.

Unisys partnered with NICE (and integrator Servion) to convert routine swivel‑seat tasks into unattended robotic process automation (NEVA/NICE RPA) integrated with CXone and workforce tools; exceptions are escalated to humans and tracked for continuous improvement. The robots now handle 75% of integration data, run 4–5× faster than people, deliver 100% protocol adherence with no data integration errors, enable rapid scaling and faster integrations, and have opened the door to further automation and process optimization.

Unisys

Bobby Arbuthnot

Director of Digital Workplace Services