Your BPO partner in Philippines, Mexico, and CR.
Headquartered in Gilbert, Arizona - We are a USA Based international BPO with centers in the US, Philippines, Mexico, and Costa Rica - for both nearshore and offsore coverage. 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 especially skilled at creating a complete seamless customer experience via complex IT, PBX, and Virtual networks in order for your company to have a global presence of large companies, but small and flexible as a startup. At Unity Communications - we help all of our clients exceed their mission goals by allowing their core staff to focus on what makes them special and leaders in their industries.
headquarters
other locations
Focus
Portfolio
ATT, RingCentral, Wireless Watchdogs, MSP's, and IT Companies.
ATT Sales and Support
We are an award willing sales and support organization for ATT. From order processing, lead generation, customer service, and project management - we are proud partner with ATT.
Wireless Watchdogs Back office augmentation.
wWireless Watchdogs, the award-winning wireless management company, is an industry leader with a regular need for effective and responsive support staff. When the helpdesk and technical support began to become thinly stretched, pushing overtime limits and hiring temporary staff, the need for more help was evident. With their growth and referral business growing, a lack of qualified local labor was slowing down their salespeople in closing deals.
To assist Wireless Watchdogs, we developed a custom service-level agreement (SLA) that included a measurable key performance indicator (KPI) to track task efficiency and success with both the main team and a new offline team available 24/7.
Our call center staff underwent training and within a week, we were able to move many repetitive, time-sinking tasks to the offline team. Once trained, our agents were then able to teach a small team of 4 to 5 reps the same tasks in a process that allowed all tasks to be measured by metrics such as accuracy, time to complete, and priority.
Focus on Core Business Processes
Executing the tedious daily tasks and measuring progress with our new KPI, our offline team was able to rescue time from Wireless Watchdogs’ top-paid employees.
In just 4 months, we were able to help the Wireless Watchdogs team exceed their SLA, allowing their customer-facing employees and sales reps to meet their growth targets. Quality of work increased as the internal team spent more time solving complex problems. The payroll savings were incredible, as the need for temporary workers was eradicated and overtime was avoided. These lower costs of payroll provided Wireless Watchdogs more resources to consider expansion and new employee acquisition.as evident. With their growth and referral business growing, a lack of qualified local labor was slowing down their salespeople in closing deals
Amazon E-commerce support and back office
Unity Communications currently supports over 250 3rd party brands that list most of their products and services on Amazon.com. Each team member has responsibilities that include the following.
1. Order fullfillment and return policies
2. Customer support and fraud prevention
3. Keyword optimization and SEO ranking within Amazon
4. Realtime Chat requests for quick question and answers
5. Updating product details, pictures, and description with the Amazon library
6. Reaching out for reviews and ensuring negative reviews are addressed
7. Maintaining FAQ's and working with suppliers in China.
8. Ensuring the lowest cost per customer interaction in order to high margin goals.
9. Creating automated workflows that alow less agents to handle more tasks.
Iyuno Media Technical and Customer Support
Iyuno Media Group was rapidly expanding their services and products across Asia and the America's needed to add customer techinical support representatives that could scale and understood both Asian and Western markets. Unity Communications put together a small team that was able to handle tech support for their engineering team. The end result was the engineering and software team was able to handle their strategic goals of product development and sales - while the Unity team handles tier 1 and tier 2 tasks. The team worked with the Korean and Singapore core staff, and handles tickets and services across the globe 24/7. The ability to handle each inquiry at a low cost and easily scale has helped achieve Iyuno Media's strategic growth and EBITA.
BPO for a nationwide dental consulting agency
Five lakes professional services engaged Unity Communications to handle many of their back office administrative tasks for helping their clients process, manage, and scale the profitability of their insurance re-imbursements. Our BPO helped lower the costs of the overall administrative processes with insurance, verified coverages, and increased the overall customer experience at each of the dental offices that Five Lakes Pro managed. With our center in the Phillipines, the onshore staff was able to keep their retention high, maintain a very high level of quality of work, and was able to grow and scale their business profitably since the team in the Phillipines did most of the heavy lifting and entry level administrative assistance.
Technical Support for online clothing design.
Cimpress contracted Unity Communications to train, develop, and manage the customer service support center to handle all incoming queries from customers going to their website to design and create their own brands. The specialty of Unity Communications is the patience and skill of their support teams walking a customer on tutorials on how to use the online tools, create and make thier desired products online, then easily have them shipped from China. We have a white glove service that walks their customer from cradle to cart - and love the relationship between suppliers in China to the customers in North America.
Technical Support for Samsung Refrigerators
Samsung contracted Unity Communications to handle thier refrigerator division that is based in Newark New Jersey. After years of high turnover and high costs, they decided to contract with a BPO that can help turn things around. With a large team focused on specific KPI and sales measurements, Unity Communciations was able to handle the very large call volume with agents that were very emphatic, with additional soft skills in order to understand their customers, get the service they needed, sell parts for needed repairs, and make sure the brand reputation was served well. Within 6 months, turnover was a non issue, payroll costs were reduced 40 percent, and their overall operations are now running smoothly.
Reviews
the project
Staff Augmentation for E-Commerce Business
"All of the candidates have been incredible and have stayed on since starting working with us."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I'm the CTO and head of operations at a growing E-Commerce business that sells primarily DTC as well as 3rd Party Marketplaces.
For what projects/services did your company hire Unity Communications?
As a small business with limited human capital, our initial challenge has been handling the inflow of customer inquiries via various communication channels as well as various tasks including report generation, bookkeeping, and data analysis
How did you select this agency and what were the deciding factors?
I had primarily searched google for a firm that could handle the services we required and had found them on clutch.co - their stellar reviews had prompted me to reach out for an initial consult. Being impressed with our initial conversation we had decided to move forward with our partnership
Describe the project in detail and walk through the stages of the project.
Unity had provided one staff member initially to handle inbound customer communications through various mediums. We had done some brief training to start on how to handle the various calls and what resources were needed to effectively manage different challenges that would arise.
As we grew, tasks included checking daily orders, shipments, report generation, analytics, managing a CRM and reaching potential leads for business opportunities, bookkeeping, and managing implementation of our business analytics platform. Unity helped us add additional resources over time to manage all these various tasks so we could effectively operate as a larger, more efficient company
Describe the recruitment process in detail.
After discussing our initial requirements Unity had done the vetting and interviewing process on our behalf with potential candidates. At that stage, we were asked to further speak to the candidates picked out and make sure they were a good fit based on our requirements as they would effectively represent our business. All of the candidates have been incredible and have stayed on since starting working with us.
Can you share any outcomes from the engagement that demonstrate progress or success?
We have been nothing but impressed with Unity's ability to understand our requirements as a small business, and translate those requirements to an effective and successful solution that has helped us scale beyond anything we imagined possible. Again they have helped us operate, scale and provide a great deal of customer success that wouldn't have been otherwise possible.
How effective was the workflow between your team and theirs?
Workflow has never been a problem as we together have developed a set of shared resources and documentation that has allowed enough cross-knowledge so every member on the team has the information required to effectively manage their tasks.
What did you find most impressive or unique about this company?
Simply put, the ability to go above and beyond all of my expectations and treat and care for our business as it belonged to them. The culture at Unity demonstrates a great deal of kindness, honesty, hard work and determination to go above and beyond in every case imaginable
Are there any areas for improvement or something they could have done differently?
Nothing could have been done differently up to this point - my experience has been perfect thus far.
the project
BPO for PPO Management Consultancy Firm
"Unity Communications is very quick-paced and detailed, so it’s definitely been a positive experience."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m a payer relations manager for a five-week-old dental practice solution and a PPO management consulting firm. We work with dental offices across the US to try and elevate their people and get them better reimbursements, by negotiating with insurance companies. I manage the people who are working with those companies.
What challenge were you trying to address with Unity Communications?
Insurance companies are complicated to work with, so the rules are always changing with them. With Unity Communications, we wanted to achieve the ability to follow up with our insurance companies at a rate that we could not possibly do in-house.
What was the scope of their involvement?
We’re constantly calling to get contracts and updates from insurance companies, and Unity Communications are the ones who are making those phone calls for us at a maximum rate.
They’re currently completing for us whenever we get a client, is they call about 30–35 insurance companies per doctor. They get information such as the doctor’s contracts and their fee schedules, which they will then report into our CRM — this is so the teams can see the information internally, and read them on a note level, instead of actually making those calls themselves.
Apart from that, their HR handled the hiring process for candidates to come on to the campaign. They did the initial interviews, while I did the final interviews.
What is the team composition?
Our main point of contact is Diana (Director of Operations). We also work with Anna (Technical Support Analyst) who manages the team in-house in the Philippines, and Rachel (Country Manager) for the hiring process. For our campaigns, we currently have four people on the team.
How did you come to work with Unity Communications?
The president of our company discovered Unity Communications through networking. Patrick (CEO & Founder) came to our office, talked to us, and they understood what we needed.
How much have you invested with them?
We’ve probably spent over $20,000 at this point.
What is the status of this engagement?
We started working together in November 2020 and our partnership is still ongoing.
What evidence can you share that demonstrates the impact of the engagement?
They’re getting us very good information, so we’ve been able to increase sales through bringing more clients and in other ways. Unity Communications is very quick-paced and detailed, so it’s definitely been a positive experience.
How did Unity Communications perform from a project management standpoint?
In my honest opinion, they perform unbelievably well. I’ve been hiring people for quite a few years, and these four individuals have been the most positive and beneficial hires I’ve ever done in my life. They want to work and they want to help for the greater and bigger picture — they see what’s going on, what they’re contributing, and I can’t say enough about them.
I’ve thought about moving to the Philippines at this point to be in an office with them, because they’re just the happiest and hardest working group of people I’ve ever met.
We use an instant messaging system to communicate and ask quick questions. We also use email and phone.
What did you find most impressive about them?
One of the best things about working with Unity Communications is they have such a positive culture —you can see it shine through all the way to their campaign employees.
Are there any areas they could improve?
I have no answer to this. I do audits on their work, and since November, I’ve never had to tell them the same thing twice. There’s nothing I could say that they should improve because they’re always willing to work — they even ask for extra hours whenever needed.
Do you have any advice for potential customers?
To work with Unity Communications, one thing you need to do is to be there for them because there are going to be a lot of questions. I’m always available for them to answer any questions, and I think that’s helped improve their day-to-day due to the fact that they aren’t waiting.
the project
BPO for E-commerce Mergers & Acquisitions Firm
“The emphasis on communication really stands out to me.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the COO of an e-commerce merger and acquisition company.
What challenge were you trying to address with Unity Communications?
When we first started, we reached out to them for help with business process execution to focus primarily on customer care.
What was the scope of their involvement?
Their work included responding to customer messages, monitoring seller review comments, and engaging with them to resolve issues. Since that initial concept, we’ve expanded to have the team monitor other components of our brand health.
They capture data through screenshots and other forms so that we can have a data repository we can leverage. We’re also using them for contact data-mining. Essentially, for lead generation for mergers and acquisitions program.
What is the team composition?
We have one dedicated account representative, and will soon have a second. We have a management level contact with support.
How did you come to work with Unity Communications?
They came to us from a referral. We evaluated them against a couple of other service providers. We appreciated their rapid responsive nature. They’re very engaged, follow up diligently, and were quite responsive. We also liked their pricing and partner orientation that they continuously expressed.
How much have you invested with them?
We’ve invested $1,500. That doesn’t include time spent training and supporting the relationship, which adds about $500 more.
What is the status of this engagement?
We began working together in April 2020, and our engagement is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
The success metrics are currently around task completion, including monitoring customer service response levels, and we maintain that service level. They’ve maintained follow-through on all of the monitoring we’ve asked them to do. For the current measurements, they’re performing as well as they could.
By other measurements, we’re generally pleased with the partnership and the quality of work. We’re looking to expand the relationship and have them help with another level of data collection.
How did Unity Communications perform from a project management standpoint?
Their communication is great. We have a Slack channel and we’re in constant communication as the business requires it throughout the day. Our dedicated representative also sends a daily summary, with tasks completed and notes, which we find helpful.
I can tell from the way the summary is formatted that they’re using Excel to track the work completed. They’re very proactive and flexible, as we’ve evolved our scope of work to include both task completion and a dedicated account representative. They’re always willing to help us achieve our goals.
What did you find most impressive about them?
The emphasis on communication really stands out to me, as well as the flexibility of accommodating new tasks.
Are there any areas they could improve?
No, not at the moment.
Do you have any advice for potential customers?
What's most helpful is having documentation of exactly what you’d like to have done. They were very quick to learn new tasks, and where we did provide documentation the team used it, read it over, and referenced it.
the project
Back Office Services for Telecommunications Company
"They respond right away if I need something.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I was a former business consultant for an IT services and telecom company.
What challenge were you trying to address with Unity Communications?
I relied on Unity Communications for a variety of administrative and processing tasks.
What was the scope of their involvement?
Unity Communications offered a back-office team who provided a wide range of admin and sales support. They put together proposals for my customers, handled data-entry, and reconciled overage as well as incorrectly filed items. They even placed orders in the system and provided me with the information I needed to support my customers.
What is the team composition?
Around three of their team members were involved in the engagement. There was a project manager overseeing the work.
How did you come to work with Unity Communications?
When I was at a previous job, I’d partnered with Unity Communications on different projects. Since they’re a local company, I was able to reach out to them again when I needed support. They’re familiar with our field of work, so they seemed like a natural choice.
What is the status of this engagement?
While we’ve worked together on and off for the last five years, our recent engagement started in January 2018.
What evidence can you share that demonstrates the impact of the engagement?
While it’s hard to quantify the quality of work, I’ve been pleased with their services. Their work frees up time for me to be able to focus on my primary operations. They process things accurately and in a timely manner, which is why I continue to rely on them.
How did Unity Communications perform from a project management standpoint?
They’re very good communicators. They respond right away if I need something. On the flip side, I get status updates as they’re working on projects, and they reach out immediately if there are any hiccups. They’re vocal about deadlines and always manage to meet them.
What did you find most impressive about them?
They’re able to accurately place orders and accurately crunch data into a format that’s useful to me.
Are there any areas they could improve?
No, I can’t think of anything. I’ve never had any problems.
Do you have any advice for potential customers?
Be clear in what you’re requesting and make sure they understand the timelines you need them to adhere to. In any case, they’re good about meeting the expectations that are set.
the project
IT Services Support for Online Course Selection
“They're very knowledgeable and they were always available to address the requests from our users.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I'm a senior analyst at a university.
What challenge were you trying to address with Unity Communications?
We needed additional IT resources so that our help desk doesn't get overloaded.
What was the scope of their involvement?
We're constantly upgrading our website and adding new online classes to compete with other universities. Whenever we put on a large catalog of classes online, our help desk and our IT resources get hit with a lot of user requests. Most of those requests are about user experience or compatibility issues. Unity Communications put together a step-by-step plan and then put a ticketing system in place. About two weeks after the onboarding, they were handling 90% of the requests we received from our users.
What is the team composition?
They assigned a team to our project.
How did you come to work with Unity Communications?
They have a lot of expertise in the IT industry and help desk issues, so we decided they'd be a great fit.
What is the status of this engagement?
We worked with them between January 2017–June 2018.
What evidence can you share that demonstrates the impact of the engagement?
They exceeded our expectations. They're very knowledgeable and they were always available to address the requests from our users. They're located in the other part of the globe, so it was a bit outside of our comfort zone, but everything worked out very well.
How did Unity Communications perform from a project management standpoint?
They were very responsive and delivered ahead of deadlines. We mostly used phone, email, and text to stay in touch.
What did you find most impressive about them?
You can trust that they'll deliver what they said they would.
Are there any areas they could improve?
If we wanted to speak to their leadership, we needed to schedule the time two days in advance. But they were always willing to accommodate us, so it wasn't a big issue.
Do you have any advice for potential customers?
Their rates are fairly affordable, so I'd definitely recommend them.
the project
Outsourcing Project for Warehousing Company
“They were very professional and willing to understand our business.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
When I worked with Unity Communications, I was the IT operations supervisor at Handling Systems.
What challenge were you trying to address with Unity Communications?
Our company had cell phone bills that were out of control, so we started looking for a vendor to manage our cell phone accounts.
What was the scope of their involvement?
They did a great job managing our account and keeping our monthly costs low. They found the best plans for us and came up with quarterly reports to make sure we were at the best price point. We wanted to ensure we responded to all the issues that users were having. Unity Communications was able to take a lot of the low-tier calls for us so that we could concentrate on higher-tier calls.
What is the team composition?
I mostly worked with Patrick (Founder and CEO, Unity Communications), our account manager, and a couple of their leads.
How did you come to work with Unity Communications?
I did some research and came across their name, so I called them.
What is the status of this engagement?
We started working with them in September 2012, and the project was completed in 2015.
What evidence can you share that demonstrates the impact of the engagement?
They were able to take care of our needs. They're very attentive and customer-focused. If there was an issue, they responded quickly. I'd definitely recommend them.
How did Unity Communications perform from a project management standpoint?
They were very professional and willing to understand our business. Also, they're great communicators and let us know about possible delays. We usually used phone calls to stay in touch.
What did you find most impressive about them?
They're invested in building strong relationships with their clients.
Are there any areas they could improve?
No. Our management team was impressed with them.
the project
Telecom Management for Telecom Provider
"We were able to discuss what would work for us, and Unity Communications made the process streamlined."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
Former telecom project manager for TelePacific Communications, a telecommunications cxchange carrier
For what projects/services did your company hire Unity Communications?
Facing unavailability in the California labor market, we outsourced to Unity Communications to help coordinate the large and complex projects we had to manage. Unity manged the service delivery of internet, phone, PBX, DSL, fiber, ethernet over copper, and managed security services.
What were your goals for this project?
To have projects completed on time and under budget.
How did you select this vendor?
Unity Communications were highly successful in their projects with one of our largest partners. So, when leadership reached out for reliable vendors, their name was on the top of the list.
Describe the project in detail.
Submitted all aspects of all services contracted, up to the smallest detail, to ensure customer satisfaction was met along with pinpoint accuracy in deliverables. Service Level Agreements were created and set, mostly focused on product delivery, timeline management, troubleshooting where needed, and customer satisfaction.
What was the team composition?
Small team of 3–5 people with one team leader who served as an escalation point and subject management expert. Our main point of contact and overall account manager was in the United States (Patrick Brown).
Can you share any outcomes from the project that demonstrate progress or success?
Communication was stellar. They helped set up the project management software (Asana), ticketing desk, milestone acknowledgements, service level agreements (SLAs), and expectations. They were right in line with what we were expecting.
How effective was the workflow between your team and theirs?
Efficient and easy. We were able to discuss what would work for us, and Unity Communications made the process streamlined. A point of contact was available when we needed it, and they maintained communication to help keep us on top of projects.
What did you find most impressive about this company?
Unity Communications made things simple and easy, and it was clear they worked to be as efficient as possible.
Are there any areas for improvement?
We wished we could have ramped up faster on personnel, but we understand that good people are hard to find.
the project
Customer Service Support for Wireless Company
“They value their jobs and care about the work, going above and beyond for every customer.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m a manager at a telecom management company. We review and optimize other companies’ bills, making sure they’re saving money and aware of different usage trends.
What challenge were you trying to address with Unity Communications?
We initially needed a partner to place orders with our carrier. After hiring Unity Communications, we realized they were a great partner and could provide a call center in the Philippines, so we expanded our partnership.
What was the scope of their involvement?
Unity Communications provides various services, including voicemail restarts, troubleshooting with customers, and placing orders. They speak to our customers every day and help them with anything related to their cellphones. They do both customer service and account management, such as making sure mobile device policies are available.
What is the team composition?
They currently have 12 people on their team. We mainly interact with the owner, call center manager, and main supervisor.
How did you come to work with Unity Communications?
Our owner found them, and their responsibilities have expanded over time.
What is the status of this engagement?
We partnered in May 2018, and the work is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
Their team is much easier to work with than their U.S. counterparts, and they’ve grown from one to 12 team members within a year. They add value to our company and have severely reduced the number of mistakes being made by our customer service representatives. They consistently receive positive feedback, and we want to hire more of them.
How did Unity Communications perform from a project management standpoint?
They’re responsive and follow through with every task. I assign cases in Salesforce according to our service-level agreement, and Unity Communications knows the workflow perfectly. We have over 545 customers, and their team has read every single company profile.
What did you find most impressive about them?
If you ask their owner to do something, he’ll find a way to manage it. In two years, I’ve only had to escalate problems twice, which is amazing. They value their jobs and care about the work, going above and beyond for every customer. They’re loyal, humble, helpful, and save us both time and money. Because of them, my job is much easier.
Are there any areas they could improve?
I can’t think of any ways they could improve—they’ve been an invaluable asset.
Do you have any advice for future clients of theirs?
Trust them because they're experts.
the project
Sales Prospecting for Wireless Solutions Retailer
"Unity Communications processes valuable deals and their efforts produce high volume results."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the marketing director for a national cell phone dealer.
What challenge were you trying to address with Unity Communications?
We wanted to generate more sales outside of our physical store locations.
What was the scope of their involvement?
Unity Communications prospects new customers on our behalf and routes sales back through our organization.
What is the team composition?
I worked with Patrick (CEO, Unity Communications), and Angela (Executive Sales Admin & Manager, Unity Communications).
How did you come to work with Unity Communications?
Patrick developed a business relationship with a member of our executive staff and we’ve used his services ever since.
What is the status of this engagement?
We began working together in 2018 and our engagement is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
Unity Communications processes valuable deals and their efforts produce high volume results. They facilitate prospecting that we couldn't have generated ourselves. I consider that a win.
How did Unity Communications perform from a project management standpoint?
The team is very responsive and they always get back to us within 24 hours.
What did you find most impressive about them?
They’re consistent with their data, the volume of their orders, and their communication. They’re highly efficient with the system they’ve created with us.
Are there any areas they could improve?
No, I don’t have any constructive feedback at this time.
Do you have any advice for potential customers?
I would urge customers to stay in constant communication to ensure everyone is on the same page. Having a daily point of contact is crucial.
the project
Customer Support Services for Private Equity Group
"Everyone from Unity is cheerful, upbeat, and positive, on all levels."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We are a private equity group focused on B2B SaaS startups. I'm a general partner.
For what projects/services did your company hire Unity Communications, and what were your goals??
We acquired two companies, both with different customer support challenges. One had zero customer support, the other had non-US hours. We needed to show up for our customers in a way never done before.
How did you select this vendor and what were the deciding factors?
Unity came to our rescue. Other outsourcing companies from the Philippines didn't want to work with such small startups. And we only needed one rep at the moment, and scale up later. Unity understand the uniqueness of our challenge, believed in our mission and found an amazing support rep.
I judge the quality of a new hire based on if my life got harder or easier. Well, with their rep, my life didn't just get easier, the businesses now have SLAs, process documents and are running better. They've gone far above and beyond. Frankly, our Unity rep is part of our team, through and through.
Describe the project in detail and walk through their service package, including any calling tools used.
When we acquired the business, they were using Intercom. Our Unity rep helped us migrate to HubSpot Service Hub. We use Ring4 for calling.
Who did you work with and what was the feedback process like?
I met with the owner Patrick, in person, when he came through my city. We'd been Zooming for a few weeks before that. Nice guy, very professional and willing to go to bat for his clients. That closed the deal. We have bi-weekly management calls.
Can you share any measurable outcomes of the project or general feedback about the service?
We went from bad customer support, days before responses and low CSAT scores, to amazing reviews about our service.
Describe their project management style, including communication tools and timeliness.
We meet bi-weekly for management and weekly with the rep. Though we're always on Slack. Our rep started within weeks of signing up with Unity.
What did you find most impressive or unique about this company?
They really care about their people and it shows. Everyone from Unity is cheerful, upbeat, and positive, on all levels. They guarantee that we will like who they hire for us.
Are there any areas for improvement or something they could have done differently?
Not one thing. We are very happy.
Unity Communications has been impressively providing solutions and scaling the business operations, addressing all the needs and delivering beyond expectations. The team coordinates through shared resources and documents, keeping everyone informed. Above all, they are honest, kind, and determined.