Streamline Your Operations With IT BPO Solutions
Secure your business and reduce downtime with Unity Communications. We take a proactive and tailored approach to managing your IT processes.
Experience
Experts
Maximize Processes and Minimize Costs With Our IT Services
Tier 1-3 Omnichannel Technical Support
Helpdesk Support
Email and Chat Support
Installation and Configuration Support
Integrate new IT infrastructure into your systems with ease. Our technicians help ensure the smooth setup and customization of new software and hardware.
Application Support and Management
Network Monitoring and Management
Wireless Mobility Sales
Reach new business heights by leveraging cutting-edge wireless solutions. We tailor Wi-Fi networks and mobile devices to your organization’s needs.
Telecommunication Consulting
Optimize your business’s telecommunication systems. Our IT consultants cover voice, data, and internet infrastructure.
Phone Systems Sales
Find the best phone system solutions that meet your needs with our help. Whether you require Voice over Internet Protocol (VoIP) or traditional phones, we can help.
Software as a Service (SaaS) Support
Maximize the user experience with reliable and proactive SaaS support. We offer full-service solutions guaranteed to help increase user retention and satisfaction.
Why Work With Us
70%
Our IT BPO clients experience up to a 70% boost in productivity through our streamlined workflows and optimized resources.
92%
We prioritize customers at every touchpoint, leveraging advanced technologies and experienced professionals to consistently achieve 92% satisfaction.
65%
Our IT BPO services ensure 65% labor cost savings, allowing clients to strategically allocate resources and confidently invest in growth opportunities.
99%
We guarantee adherence to service-level agreements (SLAs) with an impressive 99% compliance rate and uninterrupted service delivery.
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As technological advancements continue to shape and improve society, we stay committed to helping IT industry leaders innovate solutions for a tech-driven future.
Whether it’s leveraging cutting-edge technologies, optimizing operational efficiency, or mitigating cybersecurity risks, we provide solutions that produce tangible outcomes.
At Unity Communications, our goal is not only to elevate our clients’ performance but to contribute to the IT sector’s advancement as a whole.
Schedule a Consultation With Patrick Brown
In order to best serve your IT company, please schedule a 30-minute call with our CEO today.
You Focus on IT Innovations. We Handle the Rest!
With Unity Communications, you don’t just get additional resources at a lower cost. You also gain a team of IT specialists dedicated to helping your tech business improve customer experiences and elevate brand reputation.
Your dedicated tech BPO team includes:
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Seamless Technical Support
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24/7 Network Management Specialists
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Advanced Security Protocols
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Thorough Disaster Recovery Planning and Execution
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Regulatory Compliance Experts
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Proactive IT Infrastructure Monitoring
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Comprehensive Cloud Migration and Management
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Effective API Integration and Development
Why IT Companies Choose Unity Communications for All Their Outsourcing Needs
With Unity Communications, you get clear, fixed pricing. Whether you're paying one employee or a hundred through our platform, we offer a straightforward rate per employee.
Cost-Efficient IT Support
Get all the technical support and resources you need at a lower cost. At Unity Communications, we provide you with solutions that meet your budget without compromising quality.
Flexible Support and Coverage
Scale internal processes with ease. Our readily available specialists enable you to meet your business’s changing, urgent, and complex needs as it grows.
Robust Data Security Assurance
Safeguard your business from within. We offer information and network security strategies, utilizing software engineering to eliminate data breaches, attacks, and threats as and before they arise.
Access to 24/7 IT Specialists
Keep your operations up and running even after business hours. Our global team of IT experts provides round-the-clock coverage, resolving issues and accommodating customers at any time of the day.
Tech-Driven Solutions
Harness the powers of technology to compliment your business’s strengths and fill resource gaps. We leverage tools, such as cloud computing and artificial intelligence (AI), to streamline IT processes.
IT BPO Expertise
Stay ahead of the competition by leveraging 15 years of expertise. Operating since 2019, we have mastered IT outsourcing, helping clients maintain compliance, enhance efficiency, and drive profit.
Interested in Outsourcing Your IT Back-Office Roles to Unity Communications?
01Get In touch
Schedule a 30-minute call with our founder & CEO
02Get a proposal
We’ll identify your needs and provide a proposal in less than 3 days.
03Meet & greet your new team
We’ll get your entire team onboarded and ready to start working for you in less than 30 days.
What Is IT BPO?
Business process outsourcing (BPO) introduces a fundamental shift in the rapidly evolving information technology (IT) environment. It enables IT firms to simplify workflows and foster sustainable growth.
This article examines how BPO services empower IT organizations to focus entirely on their strengths while obtaining specialized expertise and enhancing productivity. It delves into the benefits and drawbacks of outsourcing and best practices for its integration. Lastly, it examines an example of a successful outsourcing venture.
Keep scrolling to learn how this strategy can assist IT firms in navigating and thriving in the industry.
Decoding IT BPO: Exploring Outsourced IT Solutions and Services
IT BPO is a strategy that subcontracts technology-related operations and functions to third-party vendors, enabling clients to focus on core competencies. Offshore IT BPO is the most popular variant of this solution, with hubs in India, Ukraine, and the Philippines as examples. Nearshore IT outsourcing in Mexico and other Latin American countries is also gaining popularity.
Research and Markets stated that global IT outsourcing was worth $550.5 billion in 2022. The sector expects to see more promising opportunities. It is projected to reach $720.2 billion by 2028, growing at a compound annual growth rate (CAGR) of 4.48% over six years.
Grand View Research reported that North America led IT services outsourcing with a 33.6% revenue share in 2022. The region’s dominance stems from its concentration of technology-driven firms and early tech adoption. The U.S. also stood out, fueled by nationwide growth and deployment of enterprise software, data centers, and communication systems.
Mordor Intelligence notes that post-COVID cloud adoption boosts IT outsourcing since cloud-enabled organizations often delegate its maintenance and development. Major vendors are now integrating offshore teams with on-site operations to cater to the increasing demand from smaller players who prioritize agile vendor solutions to expedite time to market.
The continued rise of the IT BPO market presents several opportunities in the outsourcing sector. As businesses expand, they require assistance with technical support, help desk, software development, and other functions. BPO providers can meet these demands by offering specialized expertise and cost-effectiveness.
IT BPO Services for Tech Businesses
IT BPO encompasses various services tailored to meet the diverse needs of the tech industry. The following are the IT processes and procedures available to outsource:
- Technical support services. BPO partners provide technical support, including help desk assistance, remote troubleshooting, and escalation protocols, to swiftly address user inquiries and resolve software and hardware issues.
- Infrastructure management. An outsourced IT support company operates and maintains technology firms’ infrastructure, including servers, networks, and databases. This service includes monitoring, maintenance, security patching, and capacity planning to assure peak performance and dependability.
- Application development and maintenance. BPO companies can design, develop, and customize software applications tailored to the specific requirements of tech businesses. They also provide ongoing application maintenance and support to keep software systems up-to-date and functional.
- Quality assurance and testing. Service providers ensure the reliability, functionality, and performance of software applications. This function comprises manual and automated testing, regression analysis, effectiveness testing, and user acceptability testing to discover and address problems before deployment.
- Data management and analytics. BPO organizations help tech businesses manage and analyze large data volumes. They offer data entry, cleansing, migration, warehousing, visualization, and advanced analytics (e.g., predictive modeling and machine learning) services for informed decision-making.
- Cybersecurity services. BPO partners provide cybersecurity services to shield tech businesses from threats. These solutions encompass security assessments, penetration testing, threat monitoring, incident response, and compliance management for data security and regulatory adherence.
- Cloud computing services. Third-party vendors offer cloud computing services, enabling tech businesses to utilize scalable, flexible, cost-effective cloud platforms. This function includes migration, infrastructure management, platform as a service (PaaS), software as a service (SaaS), and infrastructure as a service (IaaS) offerings.
- Digital transformation services. BPO enterprises aid tech firms in digital transformation, incorporating advanced technologies into business processes. This service encompasses consulting, implementation, and change management for innovation.
Central Issues in the IT Industry
The IT industry, constantly developing to meet digital needs, faces critical concerns that shape organizational strategies and innovations. BPO providers can help alleviate some of these difficulties.
Here are some of the IT industry’s concerns:
- Cybersecurity threats. Increased digital reliance elevates cybersecurity risks, with data breaches, ransomware, and malware threatening businesses and users. Vigilance, robust security measures, and data protection practices are imperative.
- Data privacy and compliance. With increasing data collection, privacy concerns rise. Regulations, such as the General Data Protection Regulation (GDPR), impose strict rules on handling personal data. Balancing innovation with privacy obligations poses a complex challenge for IT firms.
- Digital transformation. Innovative technology alters business processes. Firms adopt cloud computing and emerging tech for improved efficiency, customer experiences, and competitiveness. However, integrating these tools requires strategic planning, investment, and organizational change.
- Talent shortage and skills gap. Technological innovation requires more skilled IT professionals. By investing in education and training, businesses can gain expertise in cybersecurity, data science, cloud computing, and software development.
- Legacy system modernization. Outdated legacy systems burden organizations with high costs, inflexibility, and innovation barriers. Modernization via cloud-native architectures, microservices, and containerization enhances agility, scalability, and efficiency.
- Ethical artificial intelligence (AI) and automation. AI and automation raise ethical concerns, including bias, job loss, and societal impacts. Responsible deployment demands careful consideration and moral guidelines to mitigate risks.
- Sustainability and environmental impact. The IT industry’s carbon footprint grows due to energy consumption and electronic waste. Sustainable practices, efficient data centers, and circular economy principles minimize environmental impact.
- Interoperability and standards. Disparate systems emphasize interoperability’s importance. Common protocols, frameworks, and solutions are vital for seamless integration and collaboration across diverse IT ecosystems.
BPO providers can help IT organizations tackle these challenges by offering benefits that support growth and market sustainability. The following section provides more details.
Advantages of IT BPO for Tech Enterprises
BPO companies are pivotal in addressing central issues in the IT industry, providing multiple advantages that help businesses navigate challenges and seize opportunities. Check some key benefits service providers offer:
- Cybersecurity expertise. BPO providers specialize in cybersecurity, providing expert teams for threat detection, prevention, and incident response. Outsourcing offers businesses access to advanced technologies, continuous monitoring, and proactive threat intelligence, reducing cyber risks.
- Regulatory compliance. Third-party vendors help businesses comply with data protection regulations. With expertise in regulatory requirements, they establish robust data governance, conduct compliance audits, and minimize legal risks.
- Cost efficiency. Outsourced IT support and services significantly reduce business operating costs. Leveraging economies of scale, BPO partners provide cost-effective solutions for technical support, infrastructure management, and application development, optimizing budgets and resource allocation.
- Accessible specialized skills. BPO organizations have skilled teams in cybersecurity, data analytics, cloud computing, and software development. Businesses can employ diverse expertise when outsourcing, which accelerates projects and fosters innovation.
- Scalable operations. Technical support outsourcing projects and services are generally scalable, enabling firms to modify resources and capacity in response to changing demand and business requirements. BPO providers can meet shifting demands without incurring additional administrative expenditures.
- High innovation and technology adoption. BPO firms invest in emerging tech to enhance services and lead market trends. Partnering with them enables businesses to utilize AI, robotic process automation (RPA), and blockchain, driving digital transformation and gaining a competitive edge.
- Significant focus on core competencies. Outsourced IT solutions allow organizations to concentrate on their key strengths. Delegating non-core activities enables businesses to simplify operations, distribute resources more efficiently, and emphasize innovation, product development, and customer engagement.
Resolving IT BPO Barriers in Technology Firms
Several obstacles impede progress and effectiveness when IT businesses collaborate with BPO providers. Recognizing and addressing these barriers is crucial for optimizing outcomes and fostering successful partnerships. Explore some of these issues:
- Cultural differences. Misaligned organizational cultures hinder collaboration between the IT organization and the BPO firm. Differences in work styles, communication, and practices can cause inefficiencies. Bridging cultural gaps through dialogue, sensitivity training, and shared values fosters better synergy.
- Data security concerns. Tech firms handle sensitive data and must prioritize security. Using BPO firms for data tasks raises privacy concerns. Robust security protocols, vendor assessments, and contracts mitigate risks, ensuring data protection.
- Quality assurance. Consistent service quality is vital in IT BPO partnerships. Differences in standards and metrics can cause dissatisfaction. Clear expectations, quality control, and performance evaluations ensure adherence to standards and foster improvement.
- Technology integration challenges. Integrating BPO services with existing technology can be complex. Compatibility issues, data transfer challenges, and integration complexities may disrupt workflow. Collaborative planning and technical expertise ensure seamless integration and interoperability.
- Communication barriers. Communication is vital in IT BPO partnerships. Language barriers and time zone differences can impede collaboration. Using communication tools, establishing channels, and fostering transparency facilitate effective collaboration.
Cost management. Effective expense handling is crucial for IT BPO partnerships. Challenges such as budget constraints and unexpected spending can impact profitability. Implementing cost-effective solutions, conducting analyses, and monitoring expenditures are vital for financial sustainability.
Opting for the Best IT BPO Collaborator
Choosing a trustworthy service provider is critical to IT organizations’ overall performance. Learn how to outsource tech support with a reliable BPO partner by considering these factors:
- Accomplishment track record. Check the BPO partner’s background. Evaluate customer feedback, case studies, and achievements to see how reliably they deliver outcomes.
- Clearness and openness. Analyze the service provider’s communication methods and responsibilities. Choose BPO partners that value straightforward and forthright exchanges, give regular alerts and reports, and respond to requests and suggestions.
- Compatibility with organizational norms. Examine the cultural match between the IT business and the BPO partner. Seek partners that share your beliefs, values, and corporate culture for efficient teamwork.
- Rate structure. Assess the BPO candidate’s pricing plan. Prioritize quality over affordability, searching for competitive costs, superior services, and verifiable commercial benefits.
- Regulatory adherence capacity. Verify the BPO prospect’s familiarity with IT-related legal requirements such as data security. Inspect credentials to ensure they are compliance-focused.
- Sector expertise. Find viable BPO partners with strong IT industry experience. Prior involvement with tech firms displays an understanding of their difficulties and regulatory needs.
- Tech proficiency. Inspect the BPO partner’s technological expertise and resources. Confirm they utilize the latest innovations, rigorous safety precautions, and creative IT solutions.
- Versatility. Check the scalability and adaptability of the BPO partner’s services. Prioritize partners that can adapt to the firm’s growth and changing needs. Request for customizable services and adaptable engagement strategies.
Best Practices for Integrating IT BPO into Operations
To boost efficiency, output, and profitability, IT firms must embrace BPO services through careful planning, open communication, and strategic execution. Follow these recommended approaches when outsourcing IT processes:
- Highlight specified aims. Before integration, define outsourcing targets and objectives. Decide which duties to assign and establish quantitative improvement objectives.
- Forge vital communication pathways. Total involvement is required for BPO integration. Set clear communication channels and engagement criteria. Ongoing conversations and reviews assist in maintaining transparency and uniformity during integration.
- Design detailed integration approaches. Establish thorough integration plans outlining the stages, timeframes, and tasks for BPO integration. Design processes, protocols, and data standards to guarantee a seamless transition with minimal interruption.
- Deliver comprehensive instruction and guidance. Include intensive training and support to internal and BPO team members throughout integration. Confirm that all workers understand their roles and responsibilities and how to use the systems.
- Employ stable technology solutions. Use technology to facilitate smooth communication. Employ cloud platforms, project management tools, and communication systems to streamline operations, track progress, and evaluate performance more efficiently.
- Document outcomes and growth. Examine the performance of the BPO team to detect flaws and make improvements. Check key performance indicators (KPIs) to analyze the effectiveness of outsourced activities and the company’s overall operations.
- Promote a teamwork mindset. Encourage collaboration and cooperation between the IT organization and BPO vendor. Emphasize frequent communication, information exchange, and mutual respect to strengthen partnerships.
Success Story: 24/7 Helpdesk Support Transformation for IT Firm
Below is a real-life example highlighting the benefits of outsourcing with a reputable BPO provider. After winning a hefty contract, an IT business approached BPO company Unity Communications for help expanding operations to meet 24-hour call coverage and full-service help desk needs.
- Challenge. An IT business in the U.S. secured a significant arrangement, growing its services to include 24/7 call handling instead of the standard eight-hour daily help desk. Yet, the company struggled to meet the rising requirements due to increased joblessness and the demand for more competent candidates willing to work late hours.
The company approached Unity Communications, believing outsourcing was the best option to satisfy the contract’s requirements.
- Solution. Unity Communications ensured seamless operations and compliance with contract terms. It leveraged application programming interfaces (APIs), which enabled the two companies to work together effortlessly. These APIs helped integrate the ticketing system, reporting platforms, and operational processes.
The BPO provider used APIs to simplify the IT firm’s support structure with a ticketing system that tracked customer inquiries, improved team communication, and maintained service-level agreement (SLA) and KPI adherence.
Outcome. The client expanded its call center operations across three countries, ensuring 24/7 capacity. As a result, the IT company secured additional contracts to maintain its market position.
The Bottom Line
BPO has a groundbreaking impact on IT firms, accelerating operations, enhancing performance, and stimulating growth. Tech institutions can profit from outsourcing by forming alliances with competent service providers.
Outsourcing enables IT organizations to focus on their most valuable resources as the tech sector advances. It will enhance customer engagement, legal compliance, and revenue through streamlined processes and optimized strategies.
Let’s connect if you want to partner with Unity Communications and discover how we can help you build your business!
