Unisys today announced it has been positioned in the “Leaders” quadrant in the Gartner Inc. 2011 North American Quadrant report on Help Desk Outsourcing Services. To be recognized as a leader, Gartner will consider a company’s performance, its vision of market direction, and whether it actively builds competencies to sustain company leadership positions in the market.
Gartner said all of the providers have demonstrated they have significant help-desk outsourcing experience and understand the dynamics needed to deliver those services successfully.
“Unisys has invested in creating next-generation help-desk services that combine web-based channels with traditional telephone support,” said Bill Bancroft, vice president and general manager of IT global outsourcing operations for Unisys. “This approach enables us to improve the experience for our clients’ end users while lowering the cost of service delivery.”
Unisys help-desk personnel have handled 11 million service contacts for clients worldwide through online and telephone channels. The company has provided end-user services from 19 managed services centers worldwide. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period.