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Unity Communications has steadily grown into a global business process outsourcing (BPO) leader known for its innovative approach and commitment to excellence, as proven by its four-year streak on the Inc. 5000 list.
The company’s remarkable path has taken it from a startup in Arizona to a multi-location powerhouse with increasing operations in the Philippines and Mexico. Unity’s future goals include maintaining its expansion, improving services using the latest technologies, and supporting talent development.
A culture of continual development, innovation, and a people-first mindset further fuels the vision.
New at Harton: a strategic location for growth
In June 2023, Unity Communications opened its newest office at the Harton Corporate Center in Aseana City, Parañaque, Philippines.
The sophisticated, 200-seater facility symbolizes the company’s commitment to providing a conducive work environment for its staff while cementing its goal to become a global leader in the BPO market. The new office is an extension of Unity’s main building in Bacoor, Cavite, and was opened to address the firm’s expanding staff in Metro Manila.
Enhancing employee experience
The Harton office is in a vibrant commercial district close to major shopping hubs, such as the SM Mall of Asia and IKEA. This convenient location improves employees’ work-life balance, allowing them to conduct on-site duties and enjoy local attractions.
Meanwhile, the office’s design promotes comfort and safety, which is especially vital given Unity’s work environment combines remote and on-site workdays.
Commitment to employee well-being
The Harton office represents more than physical expansion. It embodies Unity Communications’s goal of establishing a workplace where employees feel respected, encouraged, and motivated to succeed.
Since its inception, the Harton office has been critical to Unity’s top-notch delivery of front and back-end services to clients globally. CEO and founder Patrick Brown expressed optimism during the inauguration, highlighting the new workplace as a significant milestone toward improving employee well-being and providing exceptional customer experiences.
With this expanded location, the organization is more capable of servicing its clients and growing its Philippine team, which numbered over 300 as of July 2024. The expansion reflects the company’s dynamic and forward-thinking strategy.
New services and technological upgrades
Unity Communications has continually embraced technical breakthroughs as part of its long-term vision. The company is also constantly extending its portfolio, adding new services such as employer of record (EOR) and virtual medical assistants (VMAs) to cater to the changing needs of companies worldwide.
Balancing technology and human interaction
Unity Communications recognizes technology as the heart of modern BPO solutions. By making significant investments in information technology (IT) infrastructure, the company will continue to be a leading force in the outsourcing industry.
The company sees artificial intelligence and automation tools optimizing workflows, improving accuracy, and reducing turnaround times, leading to faster and more reliable customer service. AI integration will continue to fuel its growth in the next five years, notably by improving efficiency in tier-one operations.
However, Unity’s approach balances technology with human expertise. As automation improves efficiency, agents can focus on more complex tier-two work. This optimization enhances high-quality customer interactions that define the organization.
Brown agrees that not all businesses are ready to implement automation. Limited revenue streams or short-term initiatives might not justify the expenditure to some companies, but Unity remains committed to providing cutting-edge solutions tailored to each client’s requirements.
New offerings: VMAs and EOR services
Unity Communications’s notable offering is the introduction of VMAs. These online professionals help with patient coordination, administrative work, and data administration, freeing in-house medical teams to focus on patient care. With rising demand for these services, Unity’s experience distinguishes it as a reliable partner for healthcare organizations worldwide.
Furthermore, Unity’s development into EOR services allows firms to function globally and focus on growth without managing international employment laws and regulations. The solution is beneficial for businesses seeking rapid and efficient market expansion.
Unity continuously expands its portfolio, establishing itself as an industry innovator and preparing to face future challenges.
Sustaining and accelerating growth
Unity Communications has expanded steadily since its inception and shows no signs of slowing down. As one of the fastest-growing privately held businesses in the United States, tailored client solutions, a global expansion plan, and a dedication to its goals fuel its success.
In 2023, Clutch included Unity in its exclusive roster of top 1,000 global service providers. The company’s capacity to grow abroad, mainly through facilities in the Philippines and Mexico, has allowed it to deliver high-quality outsourcing services to various industries, including e-commerce and healthcare.
Customized client solutions
Unity Communications’s drive for customer-oriented service is integral to its continued growth. It emphasizes actively listening to clients to better understand their changing demands.
The BPO provider’s client feedback loops promote continuous improvement and service customization. The strategy also nurtures innovation and long-term connections. Prioritizing client demands improves service offerings and keeps a competitive edge.
This method has proven effective in industries such as healthcare and e-commerce, where needs might evolve quickly owing to regulatory changes, technical breakthroughs, or market trends. Unity can stay ahead of industry changes by remaining agile and adaptable, giving clients the required services before they even realize it.
Global expansion strategy
Unity Communications’s global expansion has been a critical pillar of its growth strategy. It has tapped into highly skilled labor at competitive rates by establishing a significant presence in the Philippines and Mexico. The strategy lets the company offer world-class services at a fraction of the cost of competitors.
The BPO organization’s global reach also allows it to serve diverse clients and industries while maintaining operational efficiency. Unity’s Bacoor and Aseana City offices in the Philippines, for instance, serve as primary operational hubs that drive its front- and back-end services. Meanwhile, the Harton office reflects the company’s commitment to empowering its workforce.
By investing in modern facilities and creating an optimal working environment for its employees, Unity enhances productivity and service delivery, further fueling its growth.
Commitment to long-term growth
Unity Communications intends to sustain and accelerate its growth in various ways. Introducing new services, such as VMAs and EOR solutions, demonstrates Unity’s ability to respond to changing market demands and provide innovative options to its clients.
By broadening its service offerings and investing in technology and personnel, Unity can continue its upward trajectory and become a worldwide outsourcing leader. According to Brown, the company’s development is due to a solid focus on providing value to clients and growing to suit their changing needs.
Unity’s forward-thinking approach and strong dedication to staff well-being and client satisfaction allow it to maintain its achievements while continuing to innovate and expand globally.
Talent development: empowering the workforce for continued success
Unity Communications strongly advocates a culture of continuous learning, engagement, and development, enabling employees to thrive while contributing to the company’s mission of delivering exceptional service.
Comprehensive workforce engagement programs
Unity Communications fosters talent development through a holistic workforce engagement program. It offers regular training sessions, skill-building workshops, and mentorship opportunities, allowing employees at all levels to advance their careers and develop their expertise.
In particular, Unity provides in-house training on customer service, technical support, and operational efficiency to help employees meet high role expectations. External training partnerships also offer industry-recognized certifications, boosting employees’ value within the company and in the broader BPO industry.
Mentorship and peer learning initiatives
Mentorship is the foundation of Unity Communications’s talent development strategy. Employees are paired with experienced colleagues and benefit from programs that provide guidance and support. This system promotes a collaborative environment where individuals grow by learning from others.
Unity also encourages peer learning. This enables employees to share knowledge and best practices across teams and provides an environment where they can grow and support one another.
Peer learning is effective in Unity’s mixed work environment, where on-site and remote teams exchange ideas across borders, fostering community. For instance, teams at the Harton office collaborate or engage with remote colleagues to improve service delivery.
Promoting wellness and work-life balance
Unity Communications understands talent development is linked to employee wellness and work-life balance. The company provides competitive compensation and flexible work arrangements to encourage work-life balance. Its hybrid work model enables staff to customize their schedules to fit their needs.
Unity’s wellness programs include mental health resources, counseling services, and stress-management workshops to support well-being. These initiatives are vital in a fast-paced BPO environment, where good mental health contributes to high performance and employee engagement.
Additionally, the company encourages employees to take time off to recharge. This wellness culture enhances employee satisfaction and productivity, as well-rested staff are more engaged and effective in their roles.
High employee satisfaction and retention rates
Investment in talent development and employee well-being has yielded impressive results. The company boasts a 4.9-star rating on Glassdoor, reflecting high levels of employee satisfaction. It has also earned the prestigious Great Place to Work Certification for 2024–2025, highlighting its commitment to creating a supportive and empowering work environment.
This high satisfaction level results in low turnover rates, an achievement in an industry often marked by high attrition. Employees remain loyal to Unity because they feel valued and see clear paths for advancement within the company. This sense of loyalty contributes to the company’s long-term success by retaining top talent while developing its skills.
The bottom line
Unity Communications’s vision is clear: maintain growth, promote innovation, and continue to invest in its people. The company can achieve even greater success in the coming years with the new Harton office, additional service options, and a strong emphasis on people development.
The organization will remain a global BPO industry leader by retaining its dedication to quality, embracing new technologies, cultivating a culture of continuous development, delivering value to clients, and empowering people to succeed.
