BLUE BELL, PA — Unisys (NYSE: UIS), a global IT services company, recently added two more feathers to its cap, earning the Managed Services Provider (MSP) of the Year and Service Transformation of the Year awards from the Service Desk Institute (SDI). The SDI, a worldwide community of service desk and support professionals, recognizes providers who deeply comprehend their client’s businesses and offer outstanding service and groundbreaking solutions to help them reach their objectives.
The MSP of the Year award acknowledges Unisys’ comprehensive approach to client satisfaction. The company offers a wide-ranging service portfolio that features a rigorous service desk platform measuring performance through Experience Level Agreements (XLAs), a relatively new concept in the IT service management industry that focuses on end-user experience over traditional metrics.
“In today’s digital workplace, a one-size-fits-all approach doesn’t work,” said Patrycja Sobera, global vice president of delivery for Digital Workplace Solutions (DWS) at Unisys. “At Unisys, we tailor our services to create value and impact for the clients so they can focus on driving their business outcomes.”
Unisys’ win as MSP of the Year was grounded in its real-world transformations for clients. Among these was a partnership with a manufacturing client aiming to double its product portfolio by 2025. To bring consistency to IT services, Unisys deployed an artificial intelligence (AI)-based virtual agent, an endpoint management solution, and XLAs. Within just six months, the client witnessed a 27% contact deflection, indicating a shift towards efficient digital solutions for support requests and an enhanced user experience.
The Service Transformation Leader award recognized Unisys for its role in aiding the merger of two healthcare organizations into one of the largest non-profit health systems in the United States. Demonstrating a deep understanding of its clients’ processes and infrastructure, Unisys facilitated a smooth transition from a traditional service desk to a digital employee experience.
These accolades join a string of prestigious honors that Unisys has received from SDI, including the 2022 Best Service Desk CX (Customer Experience) and Service Desk Analyst of the Year awards. As Unisys continues to push the boundaries of technology and processes, these recognitions underscore the company’s commitment to driving client success through innovative and tailored solutions.
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