What UnifyCX does

UnifyCX is a privately held customer experience (CX) outsourcing provider headquartered in Louisville, Kentucky, formed in 2025 through the integration of GlowTouch (founded 2002) and Collective Solution under parent WndrCo. The company delivers managed CX services across voice, chat, email, SMS, social media, and in-app messaging, covering customer care (Tier 1-3), technical support, content moderation, revenue generation, retention, win-back, order fulfillment, fraud prevention, infrastructure monitoring, and custom software development. It serves enterprise and mid-market clients in 17-19 verticals including banking and financial services, healthcare, automotive, eCommerce, technology/SaaS, telecommunications, insurance, energy/utilities, and consumer electronics.

The core technology is a custom-tuned AI platform trained on client-specific business inputs (knowledge bases, websites, chat transcripts, policies), reported to achieve 96% accuracy versus 87% for base AI models. The AI stack includes Agent Assist, AI-powered chatbot/virtual agent, call deflection, automated summaries and tasks, AI-powered QA (analyzing 100% of interactions), RPA, personalized coaching, and a management dashboard with real-time sentiment analysis. Reported client outcomes include 25% AHT reduction, 40% call-volume reduction, 50% reduction in agent training time, 10% CSAT improvement, and 70%+ Tier 1 deflection.

UnifyCX's business model is enterprise BPO managed services delivered through a global onshore/nearshore/offshore model across 11 locations in the US, Dominican Republic, Honduras, Colombia, India, Philippines, and South Africa. The GTM motion is consultative enterprise field sales (Book a Demo CTA), with reported 150+ clients and 12-year average client retention. Revenue mechanics are not publicly disclosed; services are quoted based on client scope and volume. The company maintains SOC 2 Type II, HIPAA, PCI DSS, and ISO 27001 compliance, supporting regulated verticals such as healthcare and financial services. Operational scale includes 5,001-10,000 employees handling 1 billion+ contacts annually.

Name

UnifyCX

Legal name

UnifyCX

Website

https://unifycx.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

UnifyCX is a privately held customer experience outsourcing provider combining a custom-tuned AI platform with a global human agent workforce across 11 locations in the US, Latin America, India, Philippines, and South Africa, serving 150+ enterprise and mid-market clients across 19 verticals including banking, healthcare, automotive, SaaS, and eCommerce.

Ownership category

akta.pro rank

Product category

Customer Experience (CX) Outsourcing & Contact Center Services

NAICS

Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Custom Computer Programming Services (541511), Software Publishers (5132), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)

SIC

Services-Computer Programming Services (7371), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Customer Experience (CX) & Digital Experience (BPAHAEAC), Network Monitoring, Assurance & Managed NOC Services (SLA Ops) (HDAIAGAJ)

Keywords

• Customer experience outsourcing
• AI-enabled contact center
• Business process outsourcing
• Multichannel customer support
• Managed CX services

Headquarters

HQ city

Louisville

HQ country

United States

HQ region

North America

Offices14 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. CX Outsourcing Services: Managed services model providing outsourced customer experience management combining AI-powered technology with human agent workforce. Services include customer care, technical support, content moderation, revenue generation, retention, and win-back programs delivered across voice, chat, email, SMS, and social channels.
2. Live Chat Support: 24/7 live chat support services with cost-effective offshore delivery model, generating up to 200% ROI for clients through sales support and customer satisfaction improvements.
3. IT Infrastructure & NOC Monitoring: Remote monitoring and IT operations services for server health, application monitoring, security administration, and capacity management with 99.90% uptime achievement.
4. Custom Software Development: End-to-end software development services from requirements analysis through deployment, maintenance and support, using agile methodologies.

Go-to-market motion2 records

Distribution channels2 records

Marketing channels7 records

Core offering

UnifyCX provides AI-enabled customer experience (CX) outsourcing and managed contact center services, combining a proprietary custom-tuned AI platform with a global human agent workforce. The company delivers multi-channel customer care, technical support, retention, revenue generation, and back-office services to enterprise clients across 19 verticals via onshore, nearshore, and offshore delivery centers spanning the United States, Latin America, India, the Philippines, and South Africa.

Product overview

UnifyCX is a human-powered, tech-enabled customer experience platform combining an industry-leading global support team with proprietary AI technology. The core platform (UnifyCX AI Platform) integrates a custom-tuned AI engine achieving 96% accuracy versus 87% for base models, paired with Agent Assist tools, an AI-powered chatbot for virtual agent deflection (70%+ rates), automated quality assurance analyzing 100% of interactions, RPA for repeat task automation, and personalized coaching. Service delivery spans multichannel capabilities (voice/IVR, live chat, email, SMS, social media, in-app messaging, web self-service) plus specialized BPO functions (technical support, content moderation, revenue generation, retention, order fulfillment, document services, QA/testing, infrastructure/NOC monitoring, custom software development, mobile app development, fraud prevention, data analytics, and cloud migration) delivered via onshore, nearshore, and offshore global locations.

Differentiator

Problem solved

Functional benefit

Products and services

• UnifyCX AI Platform Custom-tuned AI platform combining proprietary machine learning, Agent Assist, AI-powered virtual agents/chatbots, AI-driven quality assurance covering 100% of interactions, Robotic Process Automation, personalized coaching, and an AI-powered Management Dashboard. Trained on each client's knowledge bases, website data, chat transcripts, and policies, achieving 96% accuracy vs 87% for base AI models and 70%+ Tier 1 deflection rates. Targeted at enterprise and mid-market organizations across Banking, Healthcare, eCommerce, Technology/SaaS, Telecommunications, and 15+ other verticals.
• Customer Care Services (Tier 1-3) Multi-tier (Tier 1 through Tier 3) tech-enabled customer care delivered by trained human agents with AI-powered Agent Assist, covering the full spectrum from basic routine inquiries to complex problem resolution across voice, chat, email, SMS, and social channels. For enterprise and mid-market clients across 19 verticals.
• Technical Support Services (Tier 1-3) Premium multi-tier (Tier 1-3) technical support delivered by highly trained agents, leveraging advanced technology to drive first-contact resolution (89% FCR reported). Targeted at Technology & SaaS, Telecommunications, Consumer Electronics, IoT, and Home Automation companies requiring specialized technical expertise.
• Live Chat Support 24/7/365 live chat support with trained agents capable of increasing conversions and delivering up to 200% ROI for clients through embedded sales support. Compatible with major chat platforms including Zendesk, Salesforce, LivePerson, Kayako, and Genesys. Targeted at eCommerce & Retail, SaaS, and B2C companies seeking cost-effective digital CX.
• Content Moderation Real-time content moderation combining intelligent AI-assisted analysis with human empathy to protect brand integrity through careful context analysis and balanced security decisions. For Media & Entertainment, Social Media, and community-platform operators.
• Revenue Generation & Sales Support Outsourced sales campaigns and pre- and post-sales support delivered by trained agents who uncover revenue opportunities, build trust, and drive conversions in every customer conversation. Targeted at eCommerce, Retail, SaaS, and subscription-based businesses.
• Customer Retention High-quality retention experiences designed to turn satisfied customers into advocates via phone, chat, and email. Focused on subscription, telecom, insurance, and consumer subscription verticals where churn reduction drives recurring revenue.
• Welcomes & Win-Backs Technology-driven onboarding welcomes and re-engagement of lapsed customers through win-back strategies aimed at rebuilding trust, restoring recurring revenue, and reducing churn. Targeted at subscription and consumer services companies.
• Voice / IVR Support Voice and IVR support delivered through scalable redundant architecture that minimizes hold times and supports first-call resolution goals (89% FCR reported). Targeted at enterprise clients requiring inbound and outbound voice support across all 19 served verticals.
• Email Support Outsourced email support services with detailed answers, link/attachment handling, and structured issue-tracking and resolution. Delivered across onshore, nearshore, and offshore delivery models.
• SMS Support Text-based customer support leveraging SMS as the most-used smartphone feature for fast, personal, and effective two-way conversations with retained context between turns.
• Social Media Support Social media customer service including monitoring of brand channels and real-time response to inquiries across Facebook Messenger, X/Twitter, Instagram, and other platforms, including Facebook Messenger Support and In-App Messaging capabilities.
• Web Self-Service DIY customer support portal providing 24-hour immediate access to information, a living knowledge base, and self-help resources for customers, prospects, and agents.
• RemoteAbility™ Work-at-Home CX Support Work-at-home customer experience support solution that breaks geographic barriers, boosts agent retention, and creates continuity for distributed workforces. Targeted at organizations seeking distributed home-based CX staffing models.
• Onshore, Nearshore & Offshore Delivery Flexible global delivery model offering personalized, multilingual customer support across United States (onshore), Latin America (nearshore), and India/Philippines/South Africa (offshore) locations, with 11 total global delivery centers to tailor solutions to client cost, language, and time-zone requirements.
• Order Fulfillment & Logistics Order processing, goods delivery management, and returns handling to turn back-end logistics into a front-line customer loyalty differentiator. Targeted at eCommerce & Retail, Manufacturing, and Consumer Packaged Goods companies.
• QA & Testing Services Comprehensive software QA and testing services including functional, performance, isolation, browser, regression, configuration, mobile, security, localization, and API testing. Delivered by a team of 1,600 QA professionals with a 10% employee turnover rate, using tools like Sauce Labs. Targeted at Technology & SaaS, eCommerce, and consumer software clients.
• Infrastructure & NOC Monitoring 24/7 remote infrastructure and Network Operations Center (NOC) monitoring with cloud-first expertise and automation frameworks, currently monitoring more than 25,000 servers with 99.90% uptime consistency. Includes server health monitoring, application monitoring, security administration, and capacity management. Targeted at Web Hosting & Cloud, Telecommunications, and SaaS providers.
• Custom Software Development End-to-end custom software development from requirements analysis through deployment, maintenance, and support, delivered by designers, engineers, and QA teams working within the client's chosen methodology (Agile or Waterfall). Targeted at enterprise clients needing bespoke applications.
• Enterprise Mobile App Development End-to-end mobile app development transforming complex enterprise workflows into intuitive user experiences, building for Android, iOS, Windows marketplaces, and mobile-optimized web. Targeted at enterprise organizations modernizing field and consumer-facing applications.
• Fraud & Security Services PCI/DSS-compliant fraud prevention and identity verification services including account monitoring, payment fraud prevention, and identity verification with rapid-response security teams. Targeted at Banking, FinTech, Insurance, eCommerce, and Identity Theft & Fraud Prevention companies.
• Data Mining & Analysis Customer data analytics transforming behavior into clear pathways for stronger adoption, improved satisfaction, and sustainable growth through pattern identification and trend analysis. Targeted at enterprise clients seeking data-driven CX optimization.
• Cloud Integration & Migration Cloud marketplace integration and migration services from analysis through deployment and maintenance, including certification, third-party integration, testing, and database migration. Targeted at Web Hosting & Cloud, Banking, Healthcare, and other enterprises moving workloads to the cloud.

Quantifiable outcome

• 25% Reduction in Average Handle Time
• +12 more outcomes

Named customers4 records

Segments17 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability7 records

Feature9 records

Scale indicators20 records

Recent moves10 records

Expansion highlights5 records

Market position

Competitive moat6 records

Key highlights7 records

Customer concentration

• Xx.com/UnifyCX
• Facebookfacebook.com/unifycx
• LinkedInlinkedin.com/company/unifycx
• Instagraminstagram.com/unifycx_official

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about UnifyCX