Welcome by Uni Systems: Shaping Experiences

CX 2026 in Romania:
Τransforming Business Value with Cloud & Agentic AI
25 November 2025 | Bucharest

Agenda
• Shaping Experiences: Welcome 10:00-10:15
• Genesys Vision & CX Trends 2026: Unlocking Business Value in the
Experience Economy 10:15-11:15
• 15’ Break
• Panel Discussion: “Connected Experiences: How Leading Platforms
Redefine CX in the Age of Agentic AI”

Agenda
• Uni Systems @ a glance
• Customer Experience
• Uni Systems CX program
• Uni Systems Services

Establishment: 1981
Athens Stock Exchange: 1998
Consolidated revenues: 2024: 1.3 BN€
Human Resources: 3.300+
Areas of activity & subsidiaries
Uni Systems © 2025
Member of
Quest
Holdings

Uni Systems
Group
Uni Systems © 2025

Banking & Finance Enterprise & Utilities
Public & Local Admin Telecom
International
Areas of
activities
Systems
Integration
Solutions &
Services
for large customer
Uni Systems © 2025

In Numbers
total
growth
(YOY)
12,2%
customers
across
industries &
geographies
300+
consultants
& technology
professionals
1900+
countries
of
operation
20+
CAGR in
revenues
(5-year)
16%
active
projects
900+
of revenues
from services
87%
annual
turn-over
242+
M€
years
in the
ICT business
61+
Uni Systems © 2025
Uni Systems Group data, including Intelli Solutions

Solution
Portfolio
Partners
Horizontal Solutions
Business
Solutions
Desktop &
Application Delivery
UC2IM
Datacom
Solutions
IT Infrastructure
Cybersecurity
In-shop Customer
Experience
Uni Systems © 2025

Experience Economy
Uni Systems Copyright © 2025
User
Experience
UX
Employee
Experience
EX
Customer
Experience
CX

CX @ Unisystems
CEO/CXO
• Strategy &
Vision
• CX Governance
CMO / CIO
• Marketing
Automation
• On-line
Advertising
• In-store
experience
• Website (UX)
• Mobile App
(UX)
HRO
• Employee
Service (EX)
• Resource Mngt
& Retention
(EX)
• Talent
Management
(EX)
Sales / CIO
• E-commerce
(UX)
COO/ QA / CIO
• Offerings
Production /
Delivery
• Customer
Product /
Service Quality
• Customer
Service &
Support, SLA
COO/
Procurement
• Suppliers (SX)
CX @ Uni Systems is about empowering the organization through
Integration, Automation, Real Time Customer Journey Management & Data
Driven CX Strategies.
Who is involved in Customer Experience ?
The entire organization.
It requires trust, alignment, common vision and strategy.

WHAT
Capture, manage &
segment customers’
data.
WHERE
Enable digital &
Phygital customers’
touchpoints.
HOW
Monitor Customers’
Journey and Voice
of Customer.
USE OF INFO
Enable functional
leaders efficiently
decide and
customer-facing
teams effectively
execute.
Solutions & Partners
CX @ UniSystems
Integrated Data Driven CX

Speed-up the
entire customer
digital
onboarding
process.
Online Application
• Register at any time from any device
• Exceptional user experience
• Complete your application in less than 3 minutes
• End to end KYC solution
• Easy integration via APIs & SDKs
Identity Verification
• Flexibility across a wide range of KYC services, from fully
automated (Web, Mobile) to Verification agent assisted
solutions
• Reduced risk and minimized fraud for online transactions
• Simplified authentication using the power of 3D selfie or Video
technology
Video Conferencing
• Simplified authentication using the power of 3D selfie or
Video technology
• Reduced risk and minimized fraud for online transactions
• Flexibility across a wide range of KYC services, from fully
automated (Web, Mobile) to Verification agent assisted
solutions
Document Verification
• Automatic Recognition & Image Type Matching
• Visual Characteristics & Hologram Detection
• MRZ Integrity & Validity Check
• Document spoofing & Cross Document Validations
• Classification & Data Extraction
E-Signature
• Web Signature
• Handwritten e-Signature using touch device or
pen/mouse
• Click to Sign capability

Discover endless
possibilities for
digital in-store
communication.
Digital Signs, Mobiles, Interactive Kiosks and Electronic Price Labels; the
accelerator a retailer needs to support rich and engaging customer
experiences across stores.
Automatically captivate visitor’s attention
Deliver exciting content to be remembered
Attract
Promote
Inform
Manage Effortless content and device management through a unified platform.
Deliver customized, detailed content clear and effectively

Uncover
meaningful insights
through Data
Analytics.
What are your customers’ habits? What do they like or ask for? Is your business giving
them the customer experience that will keep them returning? Looking at
demographics, habits, and their purchases, will help you make smart business decisions
to improve your business.
Data is everywhere! Action-oriented analytics and artificial intelligence can magnify
the impact of every customer and employee experience by providing data-driven
guidance at critical decision points.
Analyze
every experience
Detect
new trends
Predict
customer needs
Measure
action impact
Prioritize
action areas

From CTI to
Experience
Orchestration in AI
era
• CTI (Computer Telephony Integration)
• Skills-based routing
• On-prem PBX
• First IVR menus
• Basic call handling & queueing
• Autonomous agents capable of multi-step reasoning
• Real-time personalization based on full customer profile
• Journey-aware orchestration (context follows the
customer)
• AI-driven decisioning for routing, intervention,
prioritization
• Unified employee + customer experience intelligence
• Proactive, predictive, self-healing service

UniSystems
Services
Framework for
Genesys Cloud
projects
Project
Management
Discovery
Presales – Sales – ROI analysis
Genesys Cloud solution design and commercial scoping
Genesys Cloud licensing and integrations advisory
Analysis
Business Analysis
Technical Analysis
Scoping & Design
Implementation
Configuration
Integration with 3rd party systems
Development on flows - automations
Consulting – Interacting with customer teams
Testing
Training
Support &
Maintenance
2nd & 3rd level support for UniSystems deliverables
3rd level coordination (Genesys, complementary
solutions)
Single point of contact, Managed Services

Genesys
Projects

Welcome by Uni Systems: Shaping Experiences

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