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

New solution will help Department of Workforce Development better connect citizens with the services they need for an improved user experience

Unisys Corporation 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.

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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.

“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.”

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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.”

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