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Verified Profile
An INC5000 company - We are a USA Based international BPO with centers in the US, Philippines, and Costa Rica. We specialize in companies that are looking for small teams to augment their staff in the US, Canada, UK, Australia, and Europe for their first outsourcing project. We work with startups, SMB's, and medium businesses that are looking to outsource for the first time and need a "white glove" experience. As a telecom integrator, we are experts at creating a completely seamless customer experience via complex IT, PBX, and Virtual networks in order for your company to have the global presence of large companies but the flexibility of a small startup business.
Locations
Philippines
Level 10-01 Fort Legend Tower,
Manila,
Metro Manila
1634
+1 (480) 550.8700
United States
1530 E Williams Field Rd,
Gilbert,
Arizona
85295
(888) 910 0980
Costa Rica
11 Avenida,
San Jose,
San Jose
+011-506-4001-7749
Focus Areas
Service Focus
- Business Services
- BPO Services
Client Focus
- Medium Business
- Small Business
- Large Business
Industry Focus
- Telecommunication
- E-commerce
- Information Technology
Unity Communications Executive Interview
Patrick Brown
CEO & Founder
Please introduce your company and give a brief about your role within the organization.
I am the Founder and CEO of Unity Communications. My primary job is to create partnerships among companies that are looking for outsourcing partners to scale their operations.
What is the story behind starting this company?
In our humble beginning – we were a telecommunications integrator with ATT and other carriers to provide complex B2B solutions for businesses across the USA, Canada, and Mexico. Since I did not have access to VC funding or PE money – I bootstrapped the company and needed to scale. My first team in the USA kept getting poached and had a very difficult challenge to retain and keep employees that would learn and have marketable skills after just a few months with my company. I could not compete with the bigger telecom firms – and felt like I was a “farm” team for larger and better-capitalized companies. I was convinced by my navy friends to hire some people in the Philippines to take over many of the tier 1 tasks and allow my staff in the USA to then concentrate on revenue-generating activities and more complex problem-solving. That was key. I was able to retain my people by giving them more challenging work and higher wages, while the tedious, repetitive, and data entry tasks were done by my Philippines team. It transformed the company. I was my very first client. Other clients that I was working with gave me an opportunity to build teams for them as well – and now is our main revenue.
What are your company’s business model–in house team or third party vendors/ outsourcing?
In-house team. We do not use contractors or other vendors due to loss of quality concerns.
How does your company differentiate itself from the competition?
Bootstrapped, no debt, and no partners. The relationship is pure. The only stakeholders are the agent, client, and unity management. Because of this we can pay people more, offer better benefits, and maintain healthy profit margins since we don’t have to pay “alimony”.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
Any industry that requires detail, is tedious, and repetitive. We work in almost every industry.
Please share some of the services that you offer for which clients approach you the most for?
Healthcare BPO, Tech support for Saas, Accounting A/R and bookkeeping, e-commerce support.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
5 star. We enable our agents to have direct client communication so we remove management out of the way in order to make service delivery as efficient as possible.
What kind of support system do you offer to your clients for catering to their queries and issues?
A fully transparent escalation route and management support. From assistant managers, team leads, and directors, to VP and CEO- we will offer a very comprehensive path to ensure control and quality.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
Hourly – net 15, net 30.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Yes. We must have 2 full-time employees – but no contract length.
What is the price range (min and max) of the projects that you catered to in 2021?
2 FTE to 50 FTE.
Where do you see your company in the next 10 years?
That’s a long time – but we believe we are positioned to be one of the most sought-after BPOs to work for in the Philippines.
Unity Communications Reviews
4 Reviews
- All Services
- BPO Services
- Relevance
- Most Recent
- Rating: high to low
- Rating: low to high
Amanda Piccone
Posted on Jun 25, 2021
Unity Communications saved our firm!
Review Summary
Unity Communications saved our firm! We recently found ourselves in a bit of pickle - we were experiencing excessive growth and our two (2) help desk agents gave notice. While we were happy they found opportunities in their industry, we found ourselves at ground zero. Our predicament led us to Unity Communications and we could not be more grateful to have found them. They made the transition to outsourcing our support center seamless, met an aggressive timeline, and had us up and running in no time! They even helped us add a new communication channel so we could meet our customers demands. I am completely blown away by the well-oiled machine Patrick has built and could not be happier.
What service was provided as part of the project?
E-commerce Development
Matt Schnurr
Posted on Apr 29, 2021
UCaaS PProject
Review Summary
As a RingCentral partner, Unity Communications has one of the best technology sales support teams built for companies today. Our projects with the Unity team involve customers ranging from large enterprise customers to small SMB with their phone system requirements, implementation, and ongoing customer care. The team did a very thorough job with technical requirements that required research, proposals, and spreadsheet details, and immediate response when required. Very detailed, they created a global response team in the USA, Philippines, and Costa Rica that allowed an extremely effective and high level of communications via omnichannel (Phone, chat, CRM). We highly recommend Unity Communications for your next project. What stood out the most, was their flexibility and easy terms to make our business procurement process much easier. Their back office that handles tech support, customer care, and sales support is one of the leaders in our industry.
What service was provided as part of the project?
E-commerce Development, Engineering Services, Implementation Services
Alexa Fernandez
Posted on Apr 13, 2021
Excellent Service. Unmatched Value.
Review Summary
Upon partnering with Unity Communications, I have drastically changed the productivity of my company. They helped me find resources that were a great fit for my company and increased overall output and workflow. I would recommend them to anyone.
What service was provided as part of the project?
BPO Services
Rodalyn Saracho
Posted on Jun 18, 2020
Excellent Service!
Review Summary
Unity Communications handled our back-office tasks, from data entry, emails, to outbound and inbound calls to and from hospitals, and acquiring essential information needed. They have exceptional work ethics and consistently delivers beyond expectations.
What service was provided as part of the project?
Business Services, BPO Services