What Unity Communications does

Unity Communications is a hybrid business process outsourcing provider founded in 2009 and headquartered in Gilbert, Arizona, delivering customer support, contact center, back-office, and AI-augmented services primarily to US-based SMB and enterprise clients. Its core offering is staffed BPO delivered through owned operations centers in Parañaque City, Philippines and Guadalajara, Mexico, priced starting at $10.25 per hour per FTE, with an Employer of Record (EOR) subscription product priced at $149-$249 per employee per month covering payroll, compliance, and HR across the same geographies. The company sells through a sales-led motion with eight US field sales offices, free CEO-led discovery calls, and 35-60 day onboarding with SLA measurement.

The technology stack layers a cloud-based Contact Center as a Service (CCaaS) platform and an AI Agent Solutions platform on top of the human delivery base. CCaaS provides omnichannel routing (voice, chat, email, social) with ACD, IVR, unified agent desktop, and CRM integration. AI Agent Solutions combines generative AI, NLP, speech recognition, and voice cloning into AI Virtual Receptionist, AI Customer Service Agents, AI IVR, and After Hours Messaging products, with usage-based pricing starting at $0.07 per minute and continuous human-in-the-loop tuning. Integration partnerships span Salesforce, Zendesk, RingCentral, Shopify, Slack, Asana, and Freshdesk.

The business is privately held and founder-controlled under CEO Patrick Brown. Revenue is not publicly disclosed, but the company carries a 501-1,000 employee headcount, ISO 27001 and SOC 2 Type 2 certifications, and HIPAA, PCI-DSS, GDPR, and CCPA compliance frameworks. Named enterprise customers include AT&T Business and RingCentral, alongside a base described as hundreds of SMBs and 100+ market leaders across e-commerce, healthcare, SaaS, fintech, real estate, and travel/hospitality. Recognition includes five consecutive years on the Inc. 5000 list, Clutch 100 2025, and Great Place to Work certification for 2024-2025.

Name

Unity Communications

Legal name

Unity Communications

Website

https://unity-connect.com

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Unity Communications is a hybrid BPO and contact center provider founded in 2009, delivering offshore and nearshore customer support, EOR, CCaaS, and AI agent solutions to US SMBs and enterprises from delivery centers in the Philippines and Mexico.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing Services

NAICS

Telephone Call Centers (56142), Business Service Centers (56143), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

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

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

IT Service Desk & End-User Support (L1/L2) (BPAAACAA), Billing, Payments & Account Administration Centers (BPAAAAAF), Workplace Service Desk & Onsite Support (Deskside/Field Services, VIP Support) (BPAEAIAJ)

Keywords

• Business process outsourcing
• Contact center services
• Employer of record
• AI customer service
• Offshore staffing

Headquarters

HQ city

Gilbert

HQ country

United States

HQ region

North America

Offices9 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO Services: Managed business process outsourcing services billed hourly (per FTE) starting at $10.25/hour for Philippines-based services. Covers customer service, technical support, data entry, accounting, IT helpdesk, and back-office functions.
2. Employer of Record (EOR): Flat-fee per employee model for international payroll, taxes, benefits, compliance, and HR management. Basic plan starts at $149/month, EOR+ plan at $249/month, with optional add-ons.
3. AI Agent Solutions: Usage-based pricing with low monthly subscription plus per-minute usage rates starting at $0.07 per minute. No setup costs or long-term contracts required. ISO and SOC 2 compliant platforms.
4. Professional Services: Customized BPO solutions, implementation, training, and consulting services integrated with service delivery.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels8 records

Core offering

Unity Communications is a hybrid business process outsourcing (BPO) provider that delivers managed contact center, back-office, and customer experience services by combining AI-driven automation with human agents. Its core offering spans customer service, technical support, IT helpdesk, data entry, accounting, HR administration, and content moderation, delivered from delivery centers in the Philippines, Mexico, and the U.S. The company layers a cloud-based Contact Center as a Service (CCaaS) platform and an AI Agent Solutions suite (virtual receptionist, AI customer service agents, AI IVR) on top of its staffing services, with additional offerings in Employer of Record (EOR) international hiring and Virtual Medical Assistant services for healthcare clients.

Product overview

Unity Communications operates as a hybrid business process outsourcing (BPO) provider, combining intelligent automation with human expertise to deliver a portfolio of interconnected services. The core offering is Business Process Outsourcing (BPO), which handles non-core functions like customer service, IT support, data entry, accounting, and HR administration. Built on this foundation are two major platform products: Contact Center as a Service (CCaaS), a cloud-based omnichannel customer communication platform, and AI Agent Solutions, a hybrid human-AI platform that encompasses AI Virtual Receptionists, AI Customer Service Agents, AI IVR, and AI Implementation and Automation. Industry and function-specific add-on modules include Contact Center for E-commerce, Virtual Medical Assistant, Employer of Record (EOR), Digital Marketing Services, IT Support Outsourcing, Technical Support Outsourcing, and Data Entry Outsourcing Services. All services are delivered globally via support centers in the Philippines, Mexico, and the U.S., with pricing ranging from per-minute AI rates to hourly BPO rates and flat EOR fees.

Differentiator

Problem solved

Functional benefit

Products and services

• Business Process Outsourcing (BPO) Outsourced management of non-core business functions including customer service, IT helpdesk, data entry, accounting, HR administration, and content moderation. Delivered by trained agents with industry expertise and AI-enhanced process automation, available through nearshore (Mexico) and offshore (Philippines) staffing models.
• Contact Center as a Service (CCaaS) Cloud-based omnichannel customer communication platform providing voice, chat, email, and social media support with AI-powered chatbots, automatic call distribution, interactive voice response, unified agent desktop, and CRM integration for enterprise customer service operations.
• AI Agent Solutions Hybrid human-AI agent platform combining autonomous AI agents with expert human oversight, encompassing AI virtual receptionists, AI customer service agents, AI IVR replacement, and AI implementation and automation services. Delivered 24/7 with transparent usage-based pricing through ISO and SOC 2-compliant AI platforms.
• Employer of Record (EOR) International hiring service managing payroll, taxes, benefits, HR compliance, and labor law adherence across the Philippines, Mexico, and the U.S. Includes HR onboarding and training, local payroll management, full legal compliance, optional recruitment, QA, SLA measurement, and access to physical office spaces.
• Virtual Medical Assistant (VMA) Remote healthcare administrative and clinical support including medical reception, provider support, medical billing and coding, virtual scribes, patient coordination, and remote patient monitoring, delivered with HIPAA compliance for healthcare providers and practices.
• AI Virtual Receptionist AI-powered front desk agent that greets callers, qualifies leads, books appointments, handles FAQs, routes calls, and provides 24/7 multilingual support. Includes branded voice cloning, live transfer to human agents, and CRM/calendar integration.
• AI Customer Service Agents Autonomous AI agents delivering consistent customer support across voice and chat channels, reducing costs and scaling operations while handing off complex inquiries to human agents. Trained and refined by in-house experts using real conversation data.
• AI IVR AI-driven replacement for traditional static IVR menus providing human-like voice interactions, intelligent call routing, and natural language navigation to reduce wait times and improve first-contact resolution.

Quantifiable outcome

• 95% customer satisfaction score achieved within 90 days for e-commerce client
• +6 more outcomes

Named customers10 records

Segments8 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration11 records

AI capability7 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core.

• SalesforcecoreTechnology or IntegrationCRM integration partner for AI agents and customer service solutions. Unity Communications' AI agents and CCaaS platform integrate with Salesforce for unified customer data, workflow automation, and sales pipeline management.
• ZendeskcoreTechnology or IntegrationCustomer service platform integration for omnichannel support, ticketing, and agent desktop. Seamless integration enables real-time customer data access and unified service delivery.
• RingCentralcoreTechnology or IntegrationCloud communications platform integration for contact center solutions. Unity Communications leverages RingCentral for voice, video, and messaging capabilities.
• ShopifycoreTechnology or IntegrationE-commerce platform integration for order management, customer support, and inventory synchronization. Supports Shopify-based merchants with seamless outsourced customer service.

Scale indicators8 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Teleperformance: Global BPO and contact-center incumbent with 400k+ employees across 90 countries; the dominant pure-play that Unity competes against on enterprise omnichannel and customer-experience outsourcing deals.
• Concentrix: Large public BPO/CCaaS peer offering customer experience, digital, and AI services; overlaps directly with Unity's BPO, IT helpdesk, and AI Agent Solutions lines at enterprise scale.
• TTEC Holdings: Public CX and digital BPO with significant Philippines delivery and TTEC Digital (now CXai) software arm; competes with Unity on both labor-based CX and AI-augmented offerings.
• Foundever (formerly Sitel Group): Global CX BPO with nearshore and offshore delivery including Mexico and Philippines; competes with Unity on voice, digital, and AI customer support for mid-market and enterprise clients.
• Sutherland Global: Large private BPO with strong Philippines, Mexico, and US delivery and an AI services practice; competes with Unity across healthcare, e-commerce, and telecom customer support.

Direct peers

• TaskUs: Public BPO peer focused on digital customer experience, content moderation, and AI operations with strong Philippines footprint; one of the closest comparables in size and AI strategy.
• Boldr: Smaller mid-market BPO offering outsourced customer support, data entry, and back-office services from Philippines, Mexico, and South Africa; the most direct head-to-head peer for Unity's SMB focus.
• SupportNinja: Mid-market outsourced CX and back-office provider with operations in the Philippines, Nicaragua, and the US; directly comparable in customer segment, delivery footprint, and AI-enabled service mix.

Emerging players

• Five9: Public cloud CCaaS platform; competes with Unity's CCaaS offering and increasingly bundles AI agents, putting software-led pressure on labor-heavy BPO providers.

Others

• RingCentral: Cloud communications and contact-center platform that is both a Unity technology integration partner and an indirect competitor in CCaaS; relevant for benchmarking AI voice/contact-center capability.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/UnityCommunica1
• Facebookfacebook.com/UnityCommunicationsBPO
• LinkedInlinkedin.com/company/unity-communications
• Instagraminstagram.com/unitycommunicationsbpo

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 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 Unity Communications