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Unisys Chosen by Wisconsin Workforce Department to Provide Cloud Contact Center
IT solutions company Unisys announced this week it has been selected by the Wisconsin Department of Workforce Development. As part of this new agreement, Unisys (News - Alert) will provide a cloud-based contact center solution for the organization, offering both citizens and employees a more reliable phone service to keep up with new demands.
The post-pandemic era has ushered in unprecedented levels of call center activity for many businesses, but government programs in particular are struggling to keep up. Due to a shortage of labor, call center managers have been adapting to these challenges by taking advantage of cloud solutions to help manage these tasks, offering customers diverse communications channels and automated resources to meet their requests.
To support these ongoing challenges, Unisys plans to utilize the NICE CXone contact center solution. With this solution, the DWD will have upgraded capabilities that include:
- Chat/Text for alternative communications outside of phone service
- Monitoring service for quality management
- Real time reporting
- A modern digital setup that will support the integration of automated/AI-based support programs
"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."
Edited by Maurice Nagle