Unity Communications

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Overview

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2009

Year Founded

ABOUT UNITY COMMUNICATIONS

An award winning global BPO based in the USA

Based in Gilbert, Arizona, we are a U.S.-based international BPO with operational centers in the United States, Philippines, Mexico, and Costa Rica, offering both nearshore and offshore services. Our expertise lies in assisting companies seeking small teams to enhance their workforce in the U.S., Canada, UK, Australia, and Europe for their initial outsourcing endeavors. We collaborate with startups, small and medium-sized businesses that are new to outsourcing and require a high-touch experience. As a telecom integrator, we excel in delivering a fully integrated customer experience through sophisticated IT, PBX, and virtual networks, enabling your business to achieve a global presence akin to large enterprises while maintaining the agility of a startup. At Unity Communications, we empower our clients to surpass their mission objectives by allowing their core teams to concentrate on what distinguishes them and positions them as leaders in their fields.

Languages Spoken

English

HIGHLIGHTS

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2009

Year Founded

Services

Focus

Industries

Clients

Services Provided

60% Business Process Outsourcing

40% Telecommunication Services

About the Team

OUR STORY

Founded over a decade ago, Unity Communications emerged from a vision to empower companies by enhancing growth through exceptional leadership and customer service. Recognizing the value of a skilled and motivated global workforce, the company blends innovative strategies with a focus on mindset—prioritizing positivity, adaptability, and resilience among its teams. Serving a diverse client base, from startups to Fortune 500 firms, Unity crafts tailored solutions that support operational efficiency, customer service, and sales. Their comprehensive onboarding process addresses security and infrastructure needs, fostering a collaborative environment. Today, with a worldwide presence, Unity Communications remains dedicated to delivering superior outsourcing services that enable businesses to maximize productivity and achieve lasting success.

Portfolio

ATT Sales and Support

AT&T

We are an award-winning sales and support organization for AT&T. We take pride in being a partner with AT&T, handling everything from order processing and lead generation to customer service and project management.

Amazon E-commerce support and back office

Amazon

Unity Communications currently manages over 250 third-party brands that offer a majority of their products and services on Amazon.com. Each team member is tasked with several responsibilities, which include: 1. Managing order fulfillment and return policies 2. Providing customer support and preventing fraud 3. Optimizing keywords and improving SEO rankings on Amazon 4. Handling real-time chat inquiries for quick responses 5. Updating product information, images, and descriptions using the Amazon library 6. Soliciting reviews and addressing negative feedback 7. Maintaining FAQs and collaborating with suppliers in China 8. Ensuring minimal costs per customer interaction to achieve high profit margins 9. Developing automated workflows that enable fewer agents to manage more tasks.

Wireless Watchdogs Back office augmentation.

Wireless Watchdogs

Wireless Watchdogs, an award-winning company specializing in wireless management, is a leader in its industry and regularly requires efficient and responsive support staff. As the helpdesk and technical support teams became overwhelmed, facing overtime challenges and the need for temporary hires, it became clear that additional assistance was necessary. Their expanding operations and referral business were hindered by a shortage of qualified local talent, which was affecting their sales team's ability to finalize deals. To address these issues, we formulated a tailored service-level agreement (SLA) that included a quantifiable key performance indicator (KPI) to assess task efficiency and performance for both the primary team and a newly established offline team available around the clock. Our call center team received training, and within a week, we successfully delegated many repetitive and time-consuming tasks to the offline team. Once trained, our agents taught a small group of 4 to 5 representatives the same tasks, enabling us to evaluate all activities based on metrics such as accuracy, time to completion, and priority. By executing the monotonous daily tasks and tracking progress with our new KPI, the offline team was able to free up valuable time for Wireless Watchdogs' highest-paid employees. In just four months, we helped the Wireless Watchdogs team surpass their SLA, allowing customer-facing staff and sales representatives to reach their growth objectives. The quality of work improved as the internal team could focus more on resolving complex issues. Payroll savings were significant, as the necessity for temporary workers was eliminated and overtime was reduced. These decreased payroll costs provided Wireless Watchdogs with additional resources for considering expansion and bringing on new employees.

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