Unisys named a Leader in IDC MarketScape: European Human-First Digital Workplace 2023 Vendor Assessment

IDC has named Unisys a Leader in its MarketScape: European Human-First Digital Workplace 2023 Vendor Assessment. This IDC MarketScape assesses European digital workplace service providers’ success in helping organizations deliver human-first experiences in three key areas:

• IT support: Intelligent helpdesks aim to reduce service requests through self-service, automation and proactive resolution. This approach allows staff to address critical IT issues while empowering employees with digital skills for multi-channel self-service. 
• Employee adoption of technology: Vendors support technology adoption using design thinking, persona development, journey mapping, change management and coaching, and real-time tracking of end-user experience with intelligent analytics. 
• Business outcomes: Digital workplace solutions and services are positioned as conduits for change and business performance, and map proposed projects and fees against a set of key performance indicators (KPIs) using experience-level agreements (XLAs). 

IDC recognized Unisys as a Leader for its comprehensive digital workplace services, including workplace consulting and advisory, workplace transformation, managed workplace, service desk and support services.

Its InteliServe platform integrates machine learning, AI, automation and analytics for incident resolution through virtual agents. In addition, Unisys has a well-established XLA framework as part of its experience management advisory services with organizational change management strategies integrated into every offering.