Services

Next Generation Service Desk

A Decade of Digital Workforce, Built on 26 Years of Service Excellence

Unite has always been at the heart of enterprise technology. For over 26 years, we’ve delivered complex, high-availability support services to some of the world’s most demanding organizations. A decade ago, we began a transformation — not just automating tasks, but building a fully capable digital workforce designed to collaborate with human teams to deliver outcomes, not tickets.

Today, that transformation defines our support model. Unite’s next generation technology services blend deep ITSM expertise with AI-native automation, resulting in a service that is faster, leaner, and always-on — but grounded in real operational understanding.

Built for Enterprise IT

Technology support is not a helpdesk — it’s a mission-critical function. We’ve engineered our services around the complexity and pace of enterprise IT, with capabilities purpose-built for:

  • Complex incident and problem management
  • SLA-governed request fulfilment
  • Intelligent service routing and triage
  • Automated resolution through secure orchestration
  • High-touch escalation and SIAM governance when human input is required

We don’t automate in isolation. We orchestrate across systems, layers, and teams — delivering consistent, governed service outcomes across your technology estate.

Digital Workforce, Human Collaboration

Our digital agents aren’t assistants. They’re trained virtual operators that can interpret, act, and resolve. Backed by intelligent automation, they manage repetitive, structured interactions — freeing up your human teams for higher-value work.

But when edge cases arise or judgment is needed, our experts are already embedded — ensuring seamless transitions and unified service continuity. It’s a collaborative model, where AI handles the known, and people handle the nuanced.

Service-as-a-SoftwareTM Outcome Overhead, Reimagined

You don’t need licenses, platforms, or infrastructure. You need results.

Unite delivers technology support as a managed digital service — with full governance, 24/7 availability, measurable performance, and transparent, outcome-aligned pricing. It's a service that flexes with your business, evolves with your needs, and is built to scale — without the cost or complexity of traditional models.

The Next Generation Service Desk

Unite’s Next Generation Service Desk is the centerpiece of our modern support offering — designed not just to manage tickets, but to resolve, route, and adapt in real time. Built on our IDA platform and powered by Agentic AI, it delivers seamless, intelligent support that integrates digital agents and human specialists within one orchestrated operating model.

Key Capabilities

  • Agentic AI-Powered Digital Agents
    AI agents act as first-line responders. Unlike scripted chatbots, they:
    • Understand natural language and user intent
    • Handle structured and unstructured requests
    • Take action across systems via APIs and automation
    • Escalate intelligently with full context when needed
    These agents reduce L1 volumes by 60–80%, deliver 24/7 multilingual support, and never degrade in performance.
  • Intelligent Triage & Resolution Engine
    Our platform classifies, prioritizes, and routes tickets with precision:
    • Dynamic routing based on urgency, category, and sentiment
    • Resolution playbooks triggered automatically
    • Integrated with CMDB, ITSM, and monitoring platforms
    This reduces time-to-resolution and improves SLA adherence.
  • Full SLA Governance and Auditability
    Everything is governed:
    • Defined SLA targets for AI and human agents
    • Live dashboards and audit trails for every request
    • Continuous improvement loop via Unite’s COE
    This is automation with accountability, not black-box AI.
  • Seamless Human Handoff
    For complex issues:
    • Human support teams are integrated into the same workflow
    • AI hands off context, history, diagnostics, and sentiment
    • Customers experience no friction in escalation
    We don’t remove people — we use them where they matter most.
  • Omnichannel Integration
    Available across:
    • Chat, voice, email, portal, and third-party channels (e.g., Teams, Slack)
    • Consistent experience across all touchpoints
    • Centralized knowledge and interaction management
    Users don’t need to learn new tools. They get instant, smart help — wherever they are.

How It’s Different from a Traditional Service Desk

Traditional
Reactive, ticket-based Proactive, AI-led, outcome-oriented
High dependency on live agents Virtual agents resolve autonomously
Manual triage and escalation Automated classification and routing
Static knowledge base Self-learning, dynamic resolution engine
Fixed licenses and infra cost Consumption-based, no license investment required
Siloed systems and tools Orchestrated through a unified automation platform
Volume-limited performance Always-on, scalable, multilingual

Why It Matters

The Next Generation Service Desk is not an overlay — it’s a transformation. It changes how support is delivered, how performance is measured, and how organizations scale their operations. With Unite, your service desk becomes:

  • A digital operations layer
  • An intelligent self-service engine
  • A governed, SLA-driven delivery channel

All underpinned by two decades of ITSM experience and a decade of automation leadership.

Next Generation Technology Monitoring Services

In an age where uptime, speed, and resilience are non-negotiable, real-time, intelligent technology monitoring is no longer a luxury — it’s essential. Unite’s Next Generation Monitoring Agents form a digitally skilled, always-on operations team that safeguards the health, security, and performance of your digital infrastructure. These agents don’t just alert — they analyze, act, and improve.

Unite combines over two decades of enterprise technology management with ten years of automation and digital workforce innovation to deliver monitoring services that are predictive, adaptive, and relentlessly outcome-focused.

A Unified Monitoring Fabric — Delivered as a Service

Whether it’s your network, application estate, security posture, or data center, our platform deploys pre-trained AI monitoring agents that detect, respond, and continuously improve based on live operational data. Each monitoring domain is tightly integrated into our Service-as-a-SoftwareTMplatform, allowing for transparent pricing, no infrastructure burden, and SLA-governed delivery.

Enterprise-Ready from Day One

Built for Scale, Resilience, and Evolution

Engineered for enterprise precision—secure, scalable, and globally deployable from day one. Modular by design, insight-driven by default.

  • Security & Compliance

    Fully auditable workflows with enterprise-grade data protection.

  • Global Delivery

    Multi-region deployment, full localization, and 24/7 operation.

  • Modular Rollout

    Start with IT, then expand to HR, Finance, or Field Services.

  • Real-Time Insight

    Advanced analytics and business-aligned reporting.

Monitoring Domains We Transform

  • Network Monitoring Agents
    Your network is the backbone of your operations. Our monitoring agents:
    • Track availability, traffic patterns, anomalies, and degradation in real time
    • Automatically classify and prioritize alerts
    • Trigger self-healing workflows where appropriate
    • Support auto-escalation with full diagnostic payloads
    Outcome: Reduced MTTR, lower downtime, and consistent user experience.
  • Security Monitoring Agents
    Security can’t sleep. Our agents:
    • Monitor logs, behavior, and threat intelligence feeds 24/7
    • Detect policy violations, vulnerabilities, and suspicious behavior
    • Trigger automated quarantine or alerting flows
    • Provide real-time compliance visibility
    Outcome: Increased threat visibility, reduced breach risk, and resilient compliance posture.
  • Application Monitoring Agents
    Modern applications require modern observability. We provide:
    • Real-time tracking of performance, errors, latency, and load
    • End-user experience monitoring
    • Integration with DevOps toolchains for CI/CD feedback loops
    • Visibility across microservices, APIs, and cloud-native apps
    Outcome: Faster incident resolution, better customer experience, smarter engineering cycles.
  • Data Center Monitoring Agents
    From core infrastructure to edge deployments, our agents:
    • Monitor servers, storage, virtualization layers, and energy usage
    • Correlate events across systems for root cause analysis
    • Proactively recommend optimizations and automation opportunities
    Outcome: Improved system uptime, energy efficiency, and reduced TCO.
Virtual Agents in Action

Built to Talk. Trained to Perform.

Unite's AI Virtual Agents are trained with domain, process, and brand alignment in mind. They're not just assistants — they're role-specific digital workers tailored to your business:

  • Frontline Support Agents

    Handle initial queries with accuracy and warmth.

  • Customer Service Agents

    Manage complex account or product inquiries.

  • Sales Agents

    Engage prospects and manage lead qualification.

  • Collections Agents

    Communicate professionally and compliantly on payments.

  • Technical Support Agents

    Diagnose and resolve technical issues.

Let Unite's Digital Workforce watch over your digital enterprise — intelligently, proactively, and relentlessly.

This is automation that delivers. This is digital work, done. This is Unite.

Simplifying Complex Operations Through Automation-as-a-Service

  • “Working with Unite is always insightful and visionary. As one of the pioneers in the field, their innovative mindset keeps us progressing with every new product and technology always outcome-driven, fast, and accurate.”
    Mehmet Özbek
    Process Automation Technical Leader - Ford Otosan
  • "Thanks to their expertise and right product/technology selection, we have accomplished many projects that were once considered ‘impossible."
    Nilay Sarı
    Process Automation Services Product Owner - Ford Otosan

Unite powers transformation through AI, automation, and orchestration—where you only pay for results.

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London

Unite Information Technologies UK LTD
Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, BN11 1TF London/UK
Tel: + 01903624664

Istanbul

Cumhuriyet Mah. Abdi İpekçi Cad. Mermer Sok. No:4 Kartal 34876 İstanbul/Türkiye
Tel: +90 (216) 453 40 00

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