Contact Center as a Service

Unity Communications provides Contact Center as a Service (CCaaS) communications solutions to reduce costs and improve customer experience.

Our powerful cloud-based platform allows agents to quickly and effectively address all our customers’ omnichannel needs.

Customer requests from all channels flow to one central hub, giving agents a complete picture of individual customers and order information. Customer service representatives respond more quickly and resolve problems at first contact. 

Contact Center as a service - Featured Image

Unity Communications CCaaS Solutions

Cloud-enabled. Customizable. Completely Integrated. Game-changing.

Rely on our Contact Center as a Service (CCaaS) solutions to supercharge your customer experience (CX). Unity Communications CCaaS enables you to thrive in a hyperconnected, omnichannel world.

Improve Customer Experience
Why switch to CCaaS solutions
Chat and email support agents

A Pioneer in Contact Center as a Service (CCaaS)

Unity Communications has more than a decade of experience in contact center outsourcing. We took what we learned from years of providing scalable call center solutions for companies worldwide and introduced game-changing cloud-based services. These omnichannel technologies set up apart from our competitors.

The result? High-touch contact centers that quickly respond to customer needs – whatever channel they contact you from.

Back Office Teams
Omnichannel Customer Care
E-commerce Support Teams
Store Management and Administrative Support
Technology Support Teams
Complaint and Dispute Management
Order Processing and Fulfillment
Call Center Services
Refunds and Returns Management

Why Do Clients Choose Unity Communications for Their Contact Center as a Service (CCaaS) Needs?

Proven Experience

Our case studies demonstrate our successful track record working with companies ranging from small enterprises to Fortune 500 companies

Highly Trained Workforce

Our company’s customer service specialists undergo extensive training tailored to your business needs.

Integrated Technology

Our omnichannel approach to customer service allows us to quickly attend to customer needs via whatever method they use to contact us.

Unity Communications has developed a reputation as a leading, trusted BPO partner providing exceptional customer service. We’ve partnered with companies ranging from small enterprises to Fortune 500 companies. Our flexible, scalable solutions pair the high-touch understanding humans provide with industry-leading technology. This partnership allows our clients to confidently outsource part or all of their customer service needs to us.

Better Customer Experience
How Do We Foster a Better Customer Experience (CX)?

Our CCaaS platform lets agents quickly address customers’ concerns, continually adapting and refining CX approaches based on real-time data.

Speed – Our cloud-enabled platform allows agents to respond to customer needs from one unified and integrated cloud-based system—no hunting for direct messages across channels. Multitask with ease.

Context – A wealth of customer information at agents’ fingertips leads to better outcomes. Customize to your business’s specific needs.

Insight – Our AI-assisted integrations identify gaps and patterns in processes that can be improved to benefit our customers.

Competitive pricing for CCaaS solutions
We Provide Competitive Pricing Options That Reduce Your Operational Costs

Customer service is essential to the overall success of your business, but it doesn’t contribute to the bottom line. Our CCaaS solutions enable you to focus on profit drivers while maintaining an exceptional customer experience (CX). Our cloud-enabled platform allows you to use fewer agents better equipped to assist customers across all channels. Our scalable CCaaS plans are available at an affordable price and are ready to launch in days.

Data and reporting
Powerful Data and Reporting

It’s not just customers and agents that benefit from our CCaaS solutions. Executives get access to performance reports on a variety of KPIs. Individual agent data and team data reporting help managers make informed decisions about personnel and process flow. Supervisors are equipped with complex data informing performance reviews, and department heads can easily access metadata that drives innovation. First Contact Resolution (FCR), First Response Time (FRT), average idle time, and more KPIs are available in real-time.

Brand recognition
Improve Your Brand Recognition and Customer Satisfaction Metrics

It’s all about personalization. Our CCaaS solution equips agents with dynamic insights into the customer. One hub provides them with tracking information, key dates, payment information, transaction details, shipping data, order numbers and specifications, price totals, and more. Customers feel seen and heard because they are not strangers to the well-informed, well-equipped agent. Instead, they are a valued customer.

Customer point of view
We Start with the Customer’s Point of View

Customers want to contact you quickly with their chosen method. However, monitoring all channels they use to contact you is impossible. Our Contact Center as a Service makes customers’ experience better, faster, and more interactive with your company. Our solution is seamless, frictionless, and positive as possible. CCaaS lets customers contact you from any channel – website, phone, chat, message, social media, email, self-service, and more – and directs their message to a single interface.

Customize How You Want, Integrate With Everything

Our platform and agents adjust to you. Facebook Messenger, WhatsApp, webchat, SMS text messaging, email… any channel, we’ll add it. Salesforce, Hubspot, Zendesk, any CRM or customization, we’ll add it. Choose a CCaaS solution that conforms to your business. Choose Unity Communications.

Contact Center as a Service Solution
Case Studies

Our case studies demonstrate the scope of our expertise in business outsourcing technology. Partners across industries trust us to transform their contact center capabilities, customer support needs, E-commerce demands, and other business process outsourcing (BPO) functions.

Check out the success our clients experienced using our CCaaS and other solutions:

We provided a scalable CCaaS solution that enabled an e-commerce firm to respond to customers’ omnichannel needs.

An online retailer partnered with Unity Communications to dramatically increase inbound call volume capacity.

We delivered cloud-enabled support to a rapidly-scaling company, allowing them to redirect funds to high-growth initiatives.


Contact Center as a Service

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What Is the Difference Between a Call Center and a Contact Center?

To understand Contact Center as a Service (CCaaS), let’s first define what a contact center is and is not. While similar, a contact center is not a call center.

Call centers interact with customers via voice calls. Customers and leads talk to an agent that can assist them with product support, IT help, sales, and more.

Contact centers are like call centers with expanded capabilities. They contact customers and leads via any channel, including voice, social media channels, SMS text messaging, live chat, and more.

Advantages of Contact Centers

      • Omnichannel: Respond to every message from every customer on every channel.
      • Customer Data: Rich insights into who agents are talking to and their past interactions lead to greater success.
      • Easy Supervision: See what your agents are doing in real-time.
      • Low barrier to entry: All that’s needed is an internet connection. We have the infrastructure already built out. No real estate costs, travel expenses, or onboarding are required.
      • Cloud Capabilities: Easily accessible, highly reliable service at your disposal.
      • Personalization: The customer feels like a human, not a ticket number. 
      • Lower costs: No hardware costs eat into your business. Subscriptions allow you flexibility, freedom, and stability.
      • Boost productivity: Agents can handle multiple tickets simultaneously, leading to higher resolution rates and shorter wait times.
      • Use templates: The same issues and questions will come up repeatedly, which means that you will continually provide the same answers and feedback. Starting from scratch for every interaction takes away valuable time. Templates and voice call scripts allow you to establish a standard for responding to common issues. But you should still leave room for personalization to ensure that the communication directly applies to the client.
      • Have a comprehensive knowledge base: Think of a knowledge base as a library of information for your customers. It’s a place they can turn to if they ever need help using your product or service but don’t want to do it on a call or chat with a representative. Your knowledge base should be well-organized and easy to navigate. The content needs to be comprehensive enough for all users to follow and implement without fail or the need to reach out for help.
      • Automate where it makes sense: Automation can save you enormous amounts of time and effort, helping your team be more efficient and focus on tasks that matter. Analyze your existing processes and pinpoint tasks that consume too much time. You can automate several administrative tasks using the right software.

Why Is Customer Service Important in E-commerce?

Customer service standards continue to become harder as the margins shrink in the current e-commerce industry. The competition for market share becomes harder each year. 

One important competitive advantage to stay ahead of competitors is superior customer service and relations. Good customer support sets you apart in a crowded market, whether your goal is to win new customers or retain existing ones.

Your e-commerce business’ reputation is paramount, especially nowadays when social media is the universal source of information and online word-of-mouth directs customers to look for peer-to-peer reviews. Here at Unity Communications, we understand the risk of outsourcing customer service and interactions. 

That’s why we value keeping our e-commerce clients’ brands safe. We have a reliable track record working with various e-commerce businesses. Our goal is to become a direct extension of your e-commerce brand, customer service, and marketing department.

How Do You Improve Upon the Customer Care Experience in Retail?

Most consumers have identified that customer service is a critical factor to them. A report has predicted that customer experience and satisfaction will take over pricing and product as the primary brand identifiers in the coming years. Follow the best practices for e-commerce customer service below:

      • Be prompt when answering questions, responding to inquiries, managing requests, and solving problems. You can use analytics to measure your average response time and work toward making it better. Retail customers expect customer service agents to be quick and efficient. Otherwise, it is just as easy to purchase the same product elsewhere.
      • Use client history, contact and billing information, and other data to predict your customer’s needs, even before they reach out to you with questions.
      • Use analytical tools to keep an eye on agents and their performance. Set key performance indicators (KPIs) to measure performance and goals for improvement. You can also use call whispering and barging tools to intervene during heated calls and assist your agents in real-time.
      • Personalize your customer service by training call takers to use their names when talking to clients. Offer your customers suggestions of other products they can use. Inform them about how they can sign up for store credits and take advantage of rewards, coupons, and sales.
      • Be open to feedback provided by your call takers. Provide them with regular training to continuously improve your call center practices and keep up with industry standards.

How Can an Online Store Enhance Its Customer Service?

As you build your e-commerce business, you should focus on marketing your products well. Competition is bound to be tight regardless of what you’re selling. Building a call center is the best way to set your business apart.

Call centers for e-commerce strengthen your efforts on the front end of sales. They direct your customers to the bottom of the sales funnel more quickly. As orders pile up and shipping becomes busier, you receive incoming calls together with questions and problems from customers. 

Having a call center can be your redeeming factor. E-commerce call centers provide the benefit of a trained workforce committed to serving your customers. Instead of job descriptions where customer service is merely part of an employee’s duty, expert call center agents focus on managing customer needs. This keeps your shoppers coming back again and again. 

How Can E-commerce Strategies Build a Better Customer Relationship?

To put it simply, building positive e-commerce customer service gives your business a competitive advantage. If your e-commerce business is one of a kind, consumers will have no other choice but to buy from you. But this is rarely the case. 

You will find competitors with similar pricing and offerings. A single poor customer experience from your company might cause your shoppers to leave you for another even if they like the product you’re offering. 

Your clients are the driving force of your business regardless of whether you’re a B2B or B2C e-commerce company. Customer service should matter significantly to you for the simple reason that it matters to your customers.

What Is the Role of BPO in E-commerce?

E-commerce centers drive up sales, increase the response rate, and help clients resolve problems before or after a sale. Establishing a call center can improve customer experience and reinforce brand loyalty. 

You can establish an e-commerce call center with the primary purpose of customer care, support, or sales. Depending on your operation, you can build a contact center with more than one function. Cloud-based phone systems and e-commerce call centers allow you to offer multiple communication channels for your customers’ convenience.

What Should You Look For When Considering Hiring an E-commerce Call Center?

If you spend more of your time replying to customer queries than growing your business, it’s time to hire some help. Entrusting your front-line customer interaction to an e-commerce call center seems like a leap of faith. 

But for most e-commerce businesses, customer service outsourcing is a wise decision. The benefits are reduced costs relating to staffing and training, space and infrastructure, and pressure on your internal team when hiring and onboarding employees for roles with high turnover.

E-commerce companies that no longer want to endure the burden of having in-house customer support can consider several outsourced solutions, such as voice and email outsourcing. Selecting the best call center partner for your business needs should be a strategic decision.

Here are some qualities to note when looking for a call center for e-commerce:

Flexible Pricing Model

E-commerce businesses that outsource customer support can expect to pay only for what they need. It’s not atypical to outsource bits and pieces of customer service operations. You might choose to retain certain functions and outsource only seasonal overflow or coverage for off-hours. 

Or you might keep phone support in-house and outsource only interactions done via live chat, email, social media, and other channels. Since solutions come in different shapes and sizes, it’s important to discuss with your call center partner exactly what you’d like them to manage. 

Discuss your needs and requirements so that they can create the right-size solution for your specific operational needs.

Cloud-based Contact Center

The recent social climate has shown everyone how vital cloud-based systems can be. Many on-site call centers completely shut down when governments started mandating closures in the past year. 

Cloud-based call center solutions provide resilience during disasters. Cloud-based systems are considerably inexpensive to scale up. Deployments with these systems also happen easier since they can readily integrate with existing systems.

Operational Cost Savings

The end goal of customer service outsourcing is to free up company resources so that a business can focus on revenue drivers. To get the best bang for your buck, understand the cost savings that come with outsourced customer support and how they contribute to your bottom line. 

Start by assessing how much you’re spending on all facets of in-house customer service. Understanding exactly how much your company runs in-house customer service costs helps contextualize outsourcing as a value-added proposition. 

Then when it comes time to work with an outsourcing partner, you are on a better footing for fitting a service level agreement into your business requirements.


An external call center is an extension of your business. The partnership combines the technical components—business platforms, systems, client database—and, even more importantly, supports the brand philosophy and culture of the client company.

Typically, during the early stages of the partnership, you explore discovery sessions. This is where operations managers from both companies meet and decide on specific business needs and requirements. 

This is an excellent opportunity to discuss in detail the vision for the brand, the definition of brand excellence, and the role that customer support plays within the larger context of a company. Moreover, you need to answer some questions. What makes up the brand voice, and how do you want consumers to perceive customer experience?

 You need to be ready to communicate a clear picture of what this looks like and expect your external customer support department to reflect that image in its day-to-day operations.