BLUE BELL, PA — Unisys (NYSE: UIS) recently expanded its partnership with Salesforce to enhance on-site technology support by integrating Salesforce’s Agentforce 360 platform into its field services operations.
The integration is part of Unisys’ Digital Workplace Solutions Field Services and is designed to improve scheduling, automation and service delivery across its global operations.
Unisys said the system operates in more than 120 countries and supports 7.4 million devices, with more than 1 million service tickets routed annually using automated scheduling tools.
Since the partnership began in 2023, the company has processed more than 2 million service tickets and automated about 70 percent of monthly field service appointments.
The company reported a 95 percent first-visit fix rate, supported by a network of approximately 7,300 technicians.
Patrycja Sobera, senior vice president and general manager of Digital Workplace Solutions at Unisys, said the technology is intended to improve efficiency in field service operations.
“This deployment demonstrates how AI can transform service operations by automating decisions and accelerating resolution,” Sobera said.
The platform includes tools for automated scheduling, pre-visit briefings, post-service reporting and in-field knowledge access to support technicians.
Salesforce executive vice president Taksina Eammano said the scale of Unisys’ operations requires automation to manage complexity.
“When you’re managing 7.4 million devices across 120 countries, manual isn’t just slow — it’s impossible,” Eammano said.
Unisys provides installation, maintenance and repair services for IT infrastructure, including data centers and hybrid environments.
The companies said the expanded partnership builds on their existing collaboration and is being applied across sectors including energy and public services.
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