Mountain View, CA | April 30, 2025 – Accela is excited to announce that they have been recognized with the Silver Award at the 2025 Globee® Awards for Excellence, under the category of Best Use of Technology for Customer Experience Enhancement, through their joint efforts with SearchUnify. This honor celebrates Accela’s success in harnessing AI-powered solutions—developed in collaboration with SearchUnify—to deliver smarter, more seamless customer experiences.
Accela, a leader in cloud-based solutions for government, empowers over 600 jurisdictions worldwide to build safer, smarter communities. With a commitment to innovation, Accela continually invests in modernizing its digital ecosystem to better serve both government agencies and their citizens.
In pursuit of delivering exceptional customer experiences, Accela recognized key challenges in its support infrastructure, including fragmented search workflows and inconsistent knowledge access. To address these, Accela partnered with SearchUnify to implement a robust, AI-powered support ecosystem. By integrating Cognitive Search, the SearchUnify Virtual Assistant (SUVA), and Agent Helper, Accela unified its knowledge landscape and enhanced every step of the customer journey.
The results were transformative: a 99.7% reduction in cost per support interaction, when users resolved their request using AI tools, a 6% improvement in case deflection, and 89% user satisfaction with AI generative responses. This recognition from the Globee Awards affirms the success of Accela’s strategic investment in AI and customer-centric innovation, and sets a new benchmark for organizations seeking to scale intelligent, high-impact support experiences.
“At Accela, customer experience has always been a strategic priority—not just a support function. As we looked to raise the bar, partnering with SearchUnify allowed us to accelerate our vision with cutting-edge AI and intelligent automation,” said Garrick Greenhalgh, Director of Global Technical Education and Community, Accela. This recognition from the Globee Awards reinforces our belief in the power of purposeful collaboration, and it energizes us to keep pushing boundaries in the pursuit of smarter, more seamless experiences for our customers.”
“We’re proud to be part of Accela’s forward-thinking journey,” said Vishal Sharma, CTO, SearchUnify. “This award is a reflection to what’s possible when two organizations come together with a shared vision of delivering smarter, more proactive customer experiences. We’re excited to keep building the future of AI-powered support alongside Accela.”
About Accela
Accela provides a unified suite of cloud solutions trusted by governments across the globe to accelerate their digital transformation, deliver vital services, and build stronger communities. More than 275 million citizens worldwide benefit from Accela’s government software solutions. The company offers agile, purpose-built solutions and the power of a platform that provides users with a consumer-like experience, shares data across departments, and ensures world-class security.
About SearchUnify
SearchUnify is an enterprise agentic platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Agentic Self-Service Hub, Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowledge Enabler (Knowbler), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.