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News : State of Wisconsin Selects Unisys to Provide Cloud-Based Contact Center Solution

#contactcenterworld, @UnisysCorp

Blue Bell, PA, and Madison, WI, USA, Sept, 2021 -- Unisys Corporation (NYSE: UIS) announced that it has signed an agreement with the State of Wisconsin Department of Workforce Development (DWD), a new Unisys client, to provide a cloud-based contact center solution that will improve the experience of how citizens interact with government. Signed in the second quarter, the new platform provides the DWD with the scalability and flexibility to address the constantly-evolving needs of government programs.

The solution better connects citizens to various government programs, including unemployment insurance, employment and training, and worker's compensation. It will further allow the DWD to enhance its existing communication channels, including chat and text, as well as provide the ability to better monitor interactions and enhance real-time reporting. It will also position the agency to advance its roadmap for the next generation of digital user experience and robotic process automation and artificial intelligence tools.


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"DWD is working to systematically modernize and upgrade Wisconsin's unemployment insurance program with a laser focus on improving the customer experience," said DWD Secretary-designee Amy Pechacek. "The Unisys web-based delivery system is one component of that effort, leveraging the benefits of the cloud to improve timeliness and effectiveness in connecting people with the services they need."

As part of the agreement, Unisys will provide the NICE CXone contact center solution, a leading global cloud customer experience platform. CXone is also integrated with Unisys' InteliServe™? platform, which is powered by automation and AI and transforms the traditional workplace into an intelligent platform that delivers a frictionless employee experience.

"Our extensive expertise in both cloud and digital workplace solutions has uniquely positioned us to understand and create a tailored approach for the DWD," said Shawn Kingsberry, vice president and global head of Public Sector at Unisys. "We are hyper-focused on providing the innovation and leading technologies that will deliver a better user experience for our clients. By doing so, we can help our clients adapt to the changing demands of the market and achieve the right outcomes for their organizations."

#contactcenterworld, @UnisysCorp

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Unisys:
Company LogoUnisys designs, builds, and manages mission-critical environments for businesses and governments who have no room for error. Because we have a deep understanding of high-volume, transaction-intensive, and secure computing, we can partner with our clients to deliver operational efficiencies, reduced complexity, increased productivity, and peace of mind.
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Today's Tip of the Day - Season Greetings

Read today's tip or listen to it on podcast.

Published: Monday, September 27, 2021

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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