UnifyCX

UnifyCX is a global business process outsourcing (BPO) and customer experience (CX) company that combines employed human agents with AI-driven tools across onshore, nearshore, and offshore delivery. Headquartered in Louisville, Kentucky, the company operates 11 delivery sites spanning the US, the Caribbean and Latin America, India, the Philippines, and South Africa. Founded and led by CEO Vidya Ravichandran in partnership with investment firm WndrCo. UnifyCX cites roughly 12 years of average client tenure and over 1 billion customer contacts handled annually.

What UnifyCX offers its clients

UnifyCX supports the full customer lifecycle for its clients, from tiered customer care (Tier 1-3) and technical support built around first-contact resolution, to order fulfillment and logistics, data entry, document imaging and indexing, database management, QA and testing, infrastructure and NOC monitoring, and custom software and mobile app development. Beyond core support, the company runs revenue-generation and retention programs including sales campaigns, welcome initiatives, and win-back/retention efforts, alongside content moderation, fraud and security services, and data mining and analysis. Clients reach their customers across voice, chat, email, SMS, web self-service, social media, and messaging apps, with staffing delivered from onshore US teams, nearshore hubs in the Dominican Republic, Honduras, and Colombia, and offshore teams in India, the Philippines, and South Africa. This staffing layer is paired with UnifyCX's own AI platform: virtual-agent deflection bots, Agent Assist tools, automated call summaries, and AI-driven quality assurance and coaching.

How UnifyCX outshines the competition

UnifyCX's clearest differentiator is its client-facing AI-powered Management Dashboard, giving clients a live view of agent performance alongside AI QA technology that automatically scores 100% of customer interactions against company-specific scorecards — in place of traditional manual sample-based QA — and generates personalized weekly coaching plans. It backs this with quantified performance claims: up to a 25% reduction in Average Handle Time, a 40% reduction in call volume, a 10% CSAT improvement, and a 50% reduction in agent training time, alongside its 12-year average client tenure. It has also collected industry recognition including the IAOP Global Outsourcing 100, an Everest Group PEAK Matrix placement, a CCW Excellence Award, Stevie Awards, and a Top Workplaces Award.

UnifyCX company structure

Founder and CEO: Vidya Ravichandran (20+ years of BPO experience, formed the company with WndrCo).
Founding year: 2002.
Headquarters: Louisville, Kentucky. 11 global delivery locations: onshore in Louisville KY, San Antonio TX, Boston MA, Miami FL; nearshore in Santo Domingo (DR), San Pedro Sula (Honduras), Barranquilla (Colombia); offshore in Mangalore, Mysore, Hyderabad, Bangalore (India), Quezon City (Philippines), and Durban (South Africa).