Unisys launches new service, unveils Sykes alliance in major expansion of distributed computing support services program

Business Wire, Oct 7, 1996

BLUE BELL, Pa.--(BUSINESS WIRE)--Oct. 7, 1996--

"Businesses who value the productivity of their end users should consider Unisys OneCALL before making a final decision on a support solution." International Data Corp.

Unisys Corp.'s Global Customer Services (GCS) business unit Monday announced Unisys OneCALL, a new support service that gives corporate desktop users toll-free, one-call access to multiple providers for services and products.

For clients, this innovative approach results in higher systems availability and greater administrative, financial and operational control over difficult-to-manage distributed computing environments. Unisys OneCALL is supported by a new joint development and service alliance with Sykes Enterprises Inc., a highly regarded specialist in help-desk services.

Unlike most other end-user support services, Unisys OneCALL offers a unique combination of help desk and other service-delivery processes to provide comprehensive support -- encompassing remote, onsite and multivendor management services -- at the desktop.

The new service features fully integrated systems for consistent service delivery, reporting and billing on a global basis. Consequently with Unisys OneCALL clients have an unprecedented opportunity to determine, evaluate and improve Return on Investment (ROI) of information technology across their enterprises.

"Unisys OneCALL has been well designed to meet the needs of customers looking for a single point of contact for support services," said Doug Chandler, senior analyst at International Data Corp. "Unisys GCS is positioned to deliver on the vast promise and benefits of the single-point-of-integration service concept. Businesses who value the productivity of their end users should consider Unisys OneCALL before making a final decision on a support solution."

Unisys OneCALL's use of advanced technology and open infrastructure creates a single point of integration among clients, Unisys GCS and other best-of-breed service providers. This ensures a controlled and reliable flow of information from clients to the appropriate service-delivery organization.

As a result, clients gain the administrative benefits of outsourcing to one provider -- Unisys GCS -- while securing the operational advantages of having an integrated team of specialists to support their end users.

Unisys GCS and Sykes jointly developed and continue to build the infrastructure and processes that make Unisys OneCALL the most tightly integrated and effective single-call solution for global distributed support. In addition, Sykes provides help desk and call management services for Unisys OneCALL.

This new relationship integrates Unisys GCS' global infrastructure and 8,000 service personnel with Sykes' extensive North American and European network of 11 multilingual help-desk centers to present a truly unique and powerful support solution for distributed computing environments.

"Unisys OneCALL's single point of integration gives clients the ability to account for their information technology and services investments, and to analyze end-user support requests and usage patterns. Ultimately, this new information will enable them to make informed business decisions about asset allocation, new technology deployment, training and many other critical support issues," said Gerry Gagliardi, president, Unisys Global Customer Services. "We view Unisys OneCALL as an execution plan for our strategy to combine our core strengths with the strengths of other services specialists, such as Sykes, to develop the premiere support solution for distributed computing environments."

"Our relationship with Unisys GCS breaks new ground and is a major opportunity for Sykes. Unisys GCS is the first global IT services provider that we've partnered with to develop and deliver a new service," said John Sykes, chairman and chief executive officer of Sykes Enterprises. "Unisys GCS has an excellent reputation for customer service and is a major presence worldwide. Our combined skills and capabilities in Unisys OneCALL present a compelling value proposition for distributed computing support."

Flexible Support for an Extensive Suite of Products

Unisys OneCALL offers single-call access to ISO 9000-certified remote and on-site services and best-of-breed service specialists. Remote services include help desk, asset database management and tracking, dispatch, provisioning, configuration, escalation, vendor management and custom reporting.

On-site services include hardware and software installation, relocation, technology upgrades and maintenance. Users may select help desk only or combine help desk with any or all of the other services.

In line with corporate user requirements, Unisys OneCALL supports the range of multivendor distributed computing products prevalent in most businesses today. On the desktop, these include Intel-based IBM and IBM-compatible PCs; Apple Macintoshes; printers; prevailing shrink-wrapped software applications and operating systems from Microsoft, Lotus and others; electronic mail; Lotus Notes; multimedia products; and popular Internet browsers.