Your BPO partner in the Philippines and Costa Rica

Headquartered in Tempe, Arizona - We are a USA Based international BPO with centers in the US, Phillipines, Costa Rica, and Dominican Republic.   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.

 
$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2009
Show all +
Tempe, AZ
headquarters
  • 40 W. Baseline Rd
    Tempe, AZ 85283
    United States
other locations
  • Global City
    Philippines
  • Calle Summer Wells
    Santo Domingo
    Dominican Republic
  • Avenue 11
    San Jose, SJ 749-1000
    Costa Rica

Portfolio

Key clients: 
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.

Reviews

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Lead Generation for Telecommunications Brand

"They met business customers' expectations and created valuable relationships and partnerships with the brands."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Jan. 2015 - Oct. 2016
Project summary: 

Unity Communications generated leads for a specific territory. The team covered a B2B quota, supported retail stores, and managed accounts. They created their own calling scripts and augmented the target lists. 

The Reviewer
 
10,000+ Employees
 
Phoenix, AZ
Amber Peters
Regional Head of Sales, Major Telecommunications Company
 
Verified
The Review
Feedback summary: 

Unity Communications' contributed to a record-breaking number of leads, and sales doubled. The team delivered impressive results and had a positive influence on the sales process overall. Organization, diligence, and professional tact are qualities that make this firm an excellent partner. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Ran a regional sales team for B2B sales for one of the major US Telecommunications brands.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

Unity Communications was hired to generate leads for businesses in our territory. We had a team of 10 covering the state and responsibilities for the team members covered B2B quota but also supporting our retail stores and account management. Being that growth was what we were measured on, but the other goals were of equal importance to leadership, we needed to be more efficient with our time spent on projects and work streams.

What were your goals for this project?

The goal was to increase our funnel size and closed business while not over-indexing on the time spent calling on businesses. We anticipated being able to grow our closed business by 2-4 new logos a month above the run rate.

SOLUTION

How did you select this vendor?

Patrick was a local business that we had relationships with through other opportunities. The company had a vetting process whereby financials and other points needed proof. Once Unity Communications was an approved vendor, the proof of work was delivered immediately above all other vendors who would promise a lot but depend on the sales team for a lot of extra reporting work. Unity Communications was very clear in understanding the market, the line of business and the buyer audience.

Describe the project in detail.

Unity Communications created their own calling scripts. We provided a list of targets, and they augmented the list with their own contacts and target audience. Daily calls were made between three people calling on our market. The callers would set appointments for our sales team to go in and close the business. They were paid on closed business only. Unity would consult with the clients on implementation and were key in multi-site complex deployments.

What was the team composition?

We had 5 people. Three called on businesses. Two would attend closing appointments to set up implementation. One person would handle implementations to take strain off our resources. The members stayed static and well known so communicaiton was healthy. There were hiccups at some points but it was easy to iron those out with the familiarity of roles and people.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The results for the 18 months we ran in conjunction with Unity were record-breaking for our market. We landed major regional brands due to the involvement of Unity creating conversations our sales teams could run with and the implementation support offered. The end to end sale support model thrived. The sales team was eager to win Unity's favor and support, knowing that they were bringing in half of the leads we were closing (sales team still responsibile to continue their contributions as this was a growth project, not a shift the work project). Our sales doubled. We had a very harmonious relationship between Unity and the direct sales team.

How effective was the workflow between your team and theirs?

We had weekly meetings between leadership at my brand and at Unity. We would review the status of leads, funnel stages, and deal with any communication hiccups. They were very organized, thorough and delivered on promises.

What did you find most impressive about this company?

The results. Hands down Patrick understands sales and was able to relay that to his team. They met business customers' expectations and created valuable relationships and partnerships with the brands. They would work crazy hours to meet deadlines. But even with all of that, if the sales numbers didn't move it's just a "nice to have". Unity contributed 30-50% of our numbers during the program through the tight partnership, creating clear expectations and a regular rhythm of activity.

Are there any areas for improvement?

I thought long and hard about this one. The two teams were so in synch on goals that the small issues we did have were quickly resolved. I cannot think of anything that I would have done differently.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Always available and engaged.
  • 5.0 Cost
    Value / within estimates
    Well worth every cent.
  • 5.0 Quality
    Service & deliverables
    Delivers Results. Clear goals and expectations
  • 5.0 NPS
    Willing to refer

IT Services Support for Online Course Selection

“They're very knowledgeable and they were always available to address the requests from our users.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. 2017 - Jun. 2018
Project summary: 

Helping an in-house team handle user requests, Unity Communications provided IT and help desk services. They used a ticketing system to address most of the user experience issues. 

The Reviewer
 
10,000+ Employees
 
Tempe, Arizona
Sr. Analyst, University
 
Verified
The Review
Feedback summary: 

Unity Communications met all needs and handled 90% of the user requests, saving the in-house team a tremendous amount of time. Highly professional, they became a reliable partner and delivered ahead of the deadlines.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm a senior analyst at a university.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

We needed additional IT resources so that our help desk doesn't get overloaded. 

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Outsourcing Project for Warehousing Company

“They were very professional and willing to understand our business.”

Quality: 
4.5
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Sept. 2012 - 2015
Project summary: 

Unity Communications managed cell phone accounts and answered low-tier calls, allowing the in-house team to focus on more important calls. 

The Reviewer
 
51 Employees - 200 Employees
 
United States
Stephen Wiggins
IT Operations Supervisor, Handling Systems
 
Verified
The Review
Feedback summary: 

Unity Communications met all needs and responded quickly to any issues. Committed to building a strong relationship, Unity Communications became a reliable partner, while their excellent customer servcie made them easy to work with.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

When I worked with Unity Communications, I was the IT operations supervisor at Handling Systems.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Telecom Management for Telecom Provider

"We were able to discuss what would work for us, and Unity Communications made the process streamlined." 

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jun. 2014 - Jun. 2015
Project summary: 

Unity Communications provided telecommunications management services including coordinating service delivery of internet, phone, fiber, Ethernet, and managed security offerings.

The Reviewer
 
1,001-5,000 Employees
 
Austin, Texas
Vanessa M.
Telecommunications Project Engineer - Premier Accounts, TelaPacific
 
Verified
The Review
Feedback summary: 

Playing close attention to detail, Unity Communications fulfilled every aspect of the initial contract. Their comprehensive set of management tools (Asana, ticketing desk) enabled smooth communication. Customers can expect a communicative and straightforward partnership.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Former telecom project manager for TelePacific Communications, a telecommunications cxchange carrier

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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). 

RESULTS & FEEDBACK

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.

5.0
Overall Score Superb!
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Efficient and streamlined.
  • 4.5 Cost
    Value / within estimates
    There are more affordable companies, but we got high quality.
  • 5.0 Quality
    Service & deliverables
    Everything was above expectations.
  • 5.0 NPS
    Willing to refer
    Unity will always find a way to make it happen.

Customer Service Support for Wireless Company

“They value their jobs and care about the work, going above and beyond for every customer.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
May 2018 - Ongoing
Project summary: 

Initially hired to just place orders, Unity Communications has expanded their responsibilities to now include customer service and account management. They talk to end customers daily to resolve their problems.

The Reviewer
 
11-50 Employees
 
Inglewood, California
Elicia Lewis
Manager, Wireless Watchdogs
 
Verified
The Review
Feedback summary: 

Unity Communications has grown from one to 12 people within the last year, providing high-quality service. The team is responsive and incredibly easy to work with. They receive consistently positive feedback and have reduced the number of errors made by the customer service reps.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I'd absolutely recommend them.

Sales Prospecting for Wireless Solutions Retailer

"Unity Communications processes valuable deals and their efforts produce high volume results."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
2018 - Ongoing
Project summary: 

Unity Communications performs prospecting outreach and locates sales deals on an ongoing basis.

The Reviewer
 
201-500 Employees
 
Arizona
Marketing Director, Wireless Solutions Retailer
 
Verified
The Review
Feedback summary: 

Their productivity is reliable and their data is trustworthy. The team works efficiently and consistently secures unique opportunities. Their quick response times set them apart from other vendors.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing director for a national cell phone dealer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

We wanted to generate more sales outside of our physical store locations.  

SOLUTION

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.

RESULTS & FEEDBACK

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.

5.0
Overall Score It’s been a great experience.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Outsourced Customer Service and E-Commerce for Crafts Company

"I just tell my admin what needs to be done on the phone, and it just gets done."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Feb. 2014 - Ongoing
Project summary: 

Unity Communications provides administrative services on an ongoing basis. They handle all shipping processes, customer service correspondence, and social media marketing. 

The Reviewer
 
1-10 Employees
 
Chandler, Arizona
Felicia Brenoe
Owner & Founder, Felicia's World
 
Verified
The Review
Feedback summary: 

The team was able to master the role in just two weeks. They provide simple, efficient assistance at an excellent rate. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the owner and creative director for Felicia's world. We are a small arts and crafts company that specializes in hand crafts such as quilts, fabric, kids projects, and design. We publish in many popular magazines around the world and basically enjoy making the world a prettier place.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

I am NOT an admin person. Spreadsheets, e-commerce, and all the paperwork needed to do business on a day to day basis is something I hated doing. Unity Communications takes care of all of the administrative work for my business so I can just concentrate on what I do well.

What were your goals for this project?

My goals were simple. I wanted to create more and not handle admin tasks. I just tell my admin what needs to be done on the phone, and it just gets done.

 

SOLUTION

How did you select this vendor?

My web designer referred them over to us.

Describe the project in detail.

Unity processes all of our e-commerce store products for shipping, accounting, and delivery tracking. They handle all inbound customer service calls, taking and processing the credit card information, answers emails, and updates all of our social media sites. They handle all our back office invoices with suppliers and partners. I can pretty much leave them alone and I know my business runs smoothly.

What was the team composition?

We have 1 rep that reports to me directly. She has 1 manager and a project co-ordinator for other tasks. We have only needed 1 person for our company.

 

 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

In two weeks, I was amazed on how quickly the Unity team took on tasks on their own and allowed me time and energy to grow my business. They are so customer focused and it has allowed my business to grow fast and at a lower cost. I would highly recommend them to any company that needs a back office to handle business administration.

How effective was the workflow between your team and theirs?

It was just me and them. It was simple and efficient.

What did you find most impressive about this company?

They made things really easy. They had a 2 week, and 30 day plan that they achieved in less time. Transitioning things over to them was thought out well in advance and was incredibly flexible with my hectic schedule.

Are there any areas for improvement?

I have NO complaints!

5.0
Overall Score Perfect 5.0 !
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Perfect !
  • 5.0 Cost
    Value / within estimates
    Amazing Value
  • 5.0 Quality
    Service & deliverables
    Everything they did, they did well.
  • 5.0 NPS
    Willing to refer
    They enabled me to do what I do best !