Accela Wins Silver at 2025 Globee® Awards for Transforming CX with SearchUnify!

We’re thrilled to share that Accela, a long-time SearchUnify customer and leader in govtech, has won Silver at the 2025 Globee® Awards for Best Use of Technology in Customer Experience Enhancement!

This incredible win celebrates how collaboration, innovation, and a relentless focus on CX can drive real impact. With the help of SearchUnify’s Cognitive Search, Virtual Assistant, and Agent Helper, Accela transformed their support ecosystem and elevated every step of the customer journey, achieving:

Here’s how they did it:

• Cognitive Search centralized access to relevant knowledge across platforms, ensuring agents and customers could instantly find what they needed.
• SearchUnify Virtual Assistant (SUVA) enabled self-service at scale by intelligently resolving routine queries, improving case deflection.
• Agent Helper empowered support teams with in-the-moment insights and recommendations, boosting productivity and accuracy.

The results were nothing short of transformative:

•  99.7% Reduction in Cost per Support Interaction
•  6% Increase in Case Deflection
•  89% User Satisfaction with AI Generative Responses

This win is more than a trophy—it's a real-world example of how aligning people, processes, and AI-powered tools can lead to seamless, scalable customer experiences.

Hats off to Team Accela for leading by example. You inspire us all to keep innovating, iterating, and elevating.

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