GlowTouch LLC

UnifyCX, the Louisville, Kentucky company operating as GlowTouch LLC, is a BPO company USA buyers turn to when they want customer support that pairs employed human agents with working AI. The pitch is simple. Agents handle the conversations that need judgment, and an in-house platform takes the repetitive work off their plate. Clients get a call center USA partner that can also run nearshore and offshore seats under one contract, without stitching together separate vendors. The core service is outsourced customer support delivered through a global call center network. What sets the delivery apart is the tooling wrapped around each agent. Agent Assist gives new hires AI-driven access to the client's knowledge base, which UnifyCX says cuts time to full productivity. Call Deflection routes routine inquiries to automated paths so humans are not tied up on simple questions. Automated Closeouts handle after-call wrap-up, a task the company calls out as a real driver of agent burnout and attrition. A management dashboard rolls agent performance into one view, and the QA module records 100% of interactions for review and coaching. UnifyCX also offers RPA for back office style process work alongside live support. The company trains its AI model on each client's own business inputs rather than generic data, and it publishes results from that approach: a 25% reduction in average handle time, a 40% reduction in call volume, a 10% CSAT improvement, a 35% gain in service quality, and a 50% cut in agent training time. Operationally, UnifyCX runs 11 delivery sites across the United States, the Caribbean and Latin America, India, the Philippines, and South Africa. That footprint lets clients mix onshore, nearshore, and offshore teams and scale up or down as volume changes. The company reports more than 1 billion customer contacts handled per year and an average client tenure of over 14 years, a strong signal in an outsourcing market where accounts often churn. UnifyCX was created in partnership with investment firm WndrCo by a founder with more than two decades in the BPO industry, and the stated mission is to put agents at the center of the solution while AI clears away the friction. Founder and CEO Vidya Ravichandran leads the company today. The company also describes ongoing investment in its agents and the communities around each site. If you are evaluating an AI-ready BPO that can show measurable outcomes rather than promises, UnifyCX is worth a conversation. Reach out through BPOAI.ai to request a quote or arrange an introduction.