A doctor regains access to critical systems. A grounded aircraft flies again. When IT support delivers, the impact goes well beyond a closed ticket — and that's what Unisys set out to build.
This approach earned Unisys two Gold awards at the 2025 European Contact Centre & Customer Service Awards (ECCCSAs): Outsourced Contact Centre of the Year and Best Pan-European Customer Contact Operation.
Outsourced Contact Centre of the Year: Judges recognized the Unified Experience Service Desk in Budapest as "intelligent, seamless, and human-centric."
Best Pan-European Customer Contact Operation: Judges highlighted Unisys' use of AI-powered sentiment analysis and its collaboration between service and field colleagues, which drives strong employee engagement, operational efficiency, and genuine customer satisfaction.
The results reflect a shared belief across the Digital Workplace Solutions team: effective support feels personal rather than a set of procedures.
"IT support can be genuinely personal, proactive and human," said Patrycja Sobera, SVP and General Manager, Digital Workplace Solutions, Unisys. "That conviction has shaped how we work — from the way we measure success through experience rather than process compliance, to the way our teams show up for the people they serve. Four years of recognition at the ECCCSAs have sharpened our thinking and reinforced our confidence in the approach."
Download the ECCCSA winners book for more details about this achievement, or view the highlights below.
