Case Study: Unisys reduces deployment time by 50% and boosts agent productivity 10% with NICE Systems' CXone

Unisys Offers CuttingEdge Managed Services with NICE inContact CXone

Unisys, a global IT company, operates the InteliServe™ managed service with more than 4,000 agents across 16 service desk locations handling over 18 million contacts annually. InteliServe was held back by a fragmented, multivendor mix of on‑premise and cloud tools that made it hard to manage global agents, maintain systems, and gain visibility into key metrics needed to drive growth and deliver a consistent omnichannel customer experience.

Unisys unified its global service desks on NICE inContact CXone to centralize channels, simplify administration, and enable faster onboarding. The move produced a repeatable deployment process that cut new service desk implementation time by 50%, raised agent productivity by 10% through skills‑based routing, improved the customer experience, and lowered costs by shifting from CapEx to an OpEx, cloud‑based model while improving scalability and operational agility.

Unisys

Bobby Arbuthnot

Director of Digital Workplace Services