Unified Factory is a Polish technology company that creates software for automation of customer service, sales, and internal processes. Founded in 2009 and based in Warsaw, it has over 20 years of experience in projects using phone, email, SMS, chat, and other direct communication tools. The company’s main goal is to help contact centers and support teams answer clients faster, keep all messages in one place, and work more efficiently.

Unified Factory delivers customer service automation and omnichannel contact center platforms used in over 20 countries and in many languages. Its tools bring together phone, email, chat, social media, and messengers, so agents can handle all conversations from one screen. The company also offers workflow and process management modules that help teams track tasks, document states, and responsibilities inside daily operations.

Key Services Offered by Unified Factory

• Customer service automation platform – Unified Factory provides software that automates common customer queries and routes tickets, which speeds up response times and reduces agent workload.
• Omnichannel contact center software – It combines voice, email, live chat, and social messaging into one system, helping agents see full client history and deliver consistent service.
• Workflow and process management – The company offers a workflow module to define steps, roles, and states of tasks and documents, making team work more organized and transparent.
• Sales and lead handling automation – Unified Factory tools support automation of lead capture, follow‑up tasks, and reminders, helping sales teams work faster and not miss opportunities.
• Reporting and performance monitoring – Its platforms include dashboards and reports that show key metrics like service time, queue length, and agent efficiency, so managers can improve processes.

FAQs

What is Unified Factory’s main focus?

Unified Factory focuses on automating customer service and sales processes, especially in contact centers and support teams that handle many daily interactions.

Where is Unified Factory based?

The company is headquartered in Warsaw, Poland, and its systems are used by clients in more than 20 countries.

Does Unified Factory offer workflow automation?

Yes, it provides a workflow and process management module that helps define tasks, assign roles, and track the status of documents and cases across the team.

Which communication channels does Unified Factory support?

Its platforms support phone calls, email, live chat, Facebook Messenger, and other digital channels in one unified interface.

Who typically uses Unified Factory solutions?

Typical users are customer service departments, contact centers, and sales teams that need omnichannel tools, automation, and better visibility into ongoing tasks and conversations.

Categories

• Top Workflow Automation Companies in Poland