Unisys Service Desk Scores 3.7/4 HDI Recertification, Beats Industry by 30%
Unisys’s Global Service Desk earned HDI recertification with a 3.7/4 maturity rating and performance 30% above industry benchmark thanks to its agentic AI and automation solutions. The service desk’s advanced workflows, 23-year average top-client tenure and exceptional Net Promoter Score highlight strong customer loyalty and operational efficiency.
1. HDI Recertification and Performance Metrics
Unisys’s Global Service Desk has secured biannual recertification under HDI’s IT Support Center Certification program, achieving an overall performance and maturity rating of 3.7 out of 4 and outperforming industry benchmarks by 30%.
2. Agentic AI and Automation Enhancements
The Service Experience Accelerator leverages agentic AI, intelligent workflows and automation to optimize incident resolution times and resource allocation, driving measurable improvements in service quality and operational efficiency.
3. Strong Customer Loyalty Metrics
The desk maintains an average 23-year tenure among top clients and an exceptional Net Promoter Score, reflecting long-term trust and retention that underpin recurring revenue and client satisfaction.
4. Operational Excellence and Leadership
Unisys delivers consistent global service quality through experience-level agreements and customer-driven journey programs, while senior vice president Patrycja Sobera’s third consecutive recognition as an HDI thought leader underscores strategic leadership in digital workplace solutions.