-- Award-winning business process outsourcing (BPO) company Unity Communications has made its boldest move yet: a complete transition to a hybrid AI-integrated BPO provider—a first among midsize firms committed to leading and redefining the future of outsourcing.
During a short town hall on July 16, livestreamed from the Harton office to Unity’s global teams, Founder and CEO Patrick Brown shared a clear and forward-looking message:
“We’re going to be positioning ourselves as a hybrid, or an AI-enabled BPO [company], and we’re going to be serving a segment of the market that is very much in need of these services.”
The Hybrid BPO Model
Unity Communications’s transformation moves beyond AI-enabled to fully AI-embedded. From day one, delivery teams in the Philippines and Mexico will work alongside intelligent systems to drive speed, precision, and consistency without losing the human empathy that defines the company’s service.
“Our future is layered—AI, automation, and people working together,” Brown said. “Our ability to grow and move forward will largely depend on how we bring together human talent, human emotion, connection with AI, and automation. For us, it’s going to be hybrid.”
To support this transformation, the BPO firm has launched a company-wide AI Certification Program led by its service delivery department. Employees will train in tools such as ChatGPT, develop prompt engineering skills, and apply automation to enhance their daily tasks.
AI is now a core skill, and Unity Communications is leading the way at scale.
Three-Phase AI Transformation Roadmap
Unity Communications’s evolution is structured, ambitious, and already underway:
- AI enablement (2025): company-wide certification and integration of essential AI tools
- Client-facing AI services (Q4 2025): launching of scalable, white-labeled solutions such as virtual receptionists, support bots, and automation services
- AI platformization (2026): development of proprietary platforms and revenue-generating AI products
This roadmap sets the foundation for the company to lead the next era of BPO: intelligent, agile, and built for long-term growth.
New Roles and Emerging Expertise
With embedded automation into daily operations, Unity Communications creates new roles that define the future of BPO, such as:
- AI prompt engineers
- Digital QA specialists
- AI onboarding experts
Meanwhile, each department has appointed an AI champion, a leader responsible for driving internal adoption, testing, and cross-team collaboration.
Own the Market the Giants Missed
While larger BPO providers focus on enterprise-scale deals, Unity Communications is purpose-built for the underserved one- to 20-seat market of fast-growing businesses that need automation but lack the in-house expertise to implement it.
Unity Communications makes AI accessible by covering upfront development costs and using performance-based pricing to ensure value.
“We’re agile, client-first, and built for speed,” the CEO said. “We are positioned to lead this space. We don’t need to replace revenue loss with AI. We’re growing. We have the ability to rank as a top AI-augmented BPO [company].”
Yes, transformation can feel uncertain, but Unity Communications is moving forward. With a culture of learning, support, and shared leadership, the BPO company encourages its employees to grow with the company and participate in this “once-in-a-generation opportunity,” the next bold chapter in the BPO company’s journey of continuous growth.
About Unity Communications
Unity Communications is an award-winning AI-powered BPO company that focuses on sales support, customer service, accounting, healthcare, and back-office services. With experience that spans multiple industries, such as e-commerce, technology, retail, financial technology (fintech), and software as a service (SaaS), the company specializes in creating processes that make business operations efficient.
Founded by Patrick Brown in 2009, the company has evolved from a startup into an international hybrid BPO firm, serving businesses ranging from small and medium to Fortune 500 companies across the globe. Unity Communications forms co-innovation partnerships with clients looking to outsource for the first time and needing a “white glove” experience.
Contact Info:
Name: Patrick Brown
Email: Send Email
Organization: Unity Communications
Website: https://unity-connect.com/
Release ID: 89166818
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