History of Unified Factory

I have worked in sales and customer service with the use of different channels for the past 20 years. During that time I have faced numerous business challenges but I’ve also met great people, who helped me achieve the common goal we have set for ourselves – create a Customer Service Automation platform based on associative memory algorithms. It is the result of hard work and a bold vision in the field of customer service automation, a vision some deemed impossible to carry out. But we made it! I invite you to become familiar with the brief version of the history of our activities. Together with the team we have selected some of the most interesting and most important moments in the history of Unified Factory S.A.


Maciej Okniński, Founder at Unified Factory S.A.

September 2018

Nextbike chooses a contact center from Unified Factory

Unified Factory signs a contract with Nextbike a leader in providing and servicing self-service bike rental.

August 2018

Netia – a new client in the Unified Factory portfolio

Unified Factory signs the largest contract in the company’s history with Netia, one of the largest Polish telecommunications operators, being part of the Cyfrowy Polsat group.

May 2018

Unified Factory PRO – The best product of integrated communication 2018

Customer Service Automation platform received the first prize in the competition organized by Computerworld in the category of the Best Product of Integrated Communication 2018.

January 2018

Unified Factory PRO tool available in Latin America

The company has signed a distribution agreement with a new partner Web Studio Prague, which will distribute Unified Factory solutions in Mexico, El Salvador and Guatemala.

December 2017

Further Partners on the African market

Unified Factory has signed agreements with three new implementation partners in Africa: Cloud Exchange West Africa Limited, Inovo Telecom South Africa.

November 2017

Unified Factory doubly awarded in the Ekomersy 2017 competition

Unified Factory PRO – The best product supporting customer service!

Unified Factory Easy – Debut of the year 2017!

November 2017

India and the United Kingdom among new markets

Unified Factory has signed a distribution agreement for sale of the Customer Service Automation (CSA) platform for the Indian market with Indigisol.

October 2017

Unified Factory Easy is now available globally

Unified Factory provides a global version of the system for small and medium enterprises in the SaaS model (Software as a service).

June 2017

Unified Factory Services available in the Philippines, Singapore, Thailand and Malaysia

Unified Factory signs sales agreement for Customer Service Automation with local software distributor based in the Philippines.

June 2017

Unified Factory honored in Best in cloud 2017

The Customer Service Automation platform was honored in the category of Best Integrated Communication Product of 2017.

May 2017

New Partner in the African market – Swift Systems and Services International Ltd.

The implementation of the Customer Service Automation platform on the African continent will be implemented by the Partner with more than 20 years of experience in implementing innovative technology solutions.

February 2017

Public issue shares of series E

The Company raises additional funds for development and research activities over the elements of artificial intelligence 10 million zł from the public issue of shares of series E, in which reduction of subscriptions reached 92% and 2.8 million zł EU grant.

January 2017

New Partner on the Czech market – TSP Data

December 2016

The prize awarded by the Puls Biznesu for the fastest growing company

Unified Factory 36th in the national ranking of the fastest growing companies and 9th place in the ranking of the Mazowieckie Province.

October 2016

Release of Unified Factory EASY

Unified Factory launched the Software as a Service SaaS model, combines voice, chat, e-mail and facebook messenger in one tool.

October 2016

Introduction of Unified Factory into Romanian and Danish markets

21 months since the launch of commercial sales of our Customer Service Automation platform Unified Factory gains new partners, broadening its international sales network to 12 markets.

September 2016

Award for the fastest developing company

Unified Factory became the leader of the Rzeczpospolita ranking of developing IT companies for revenue dynamics achieved.

August 2016

A new partner joins our network to serve the US and Canadian markets

The Unified Factory includes an investment agreement for the introduction of US and Canadian customer service automation solutions.

March 2016

Say hello to NewConnet

Unified Factory offers D series shares.

January 2016

We strengthen our position in 7 international markets and establish a new partnership in Iran

December 2015

130 implementations of our CSA platform

Throughout the past 12 month Unified Factory delivered 130 implementations using our Customer Service Automation platform.

June 2015

Foundation of the Capital Group

September: Increase of share capital to 4 500 000 PLN.
November: Private subscription for D series shares and funding obtained for further development of the CSA platform, domestic and international sales.

April 2015

The opening of a new Unified Factory branch in Prague

January 2015

First implementations of the Customer Service Automation platform which automates sales and customer service processes

December 2014

Expanding the B2B platform with an integrated communication tool and Customer Service Automation

May 2014

Hard work awarded with further distinctions

June: implementation of a project management platform for B2B
October: award in the Leader of Entrepreneurship competition.

June 2012

Customer in Mind Award

Unified Factory was awarded as the best Polish project with “Customer in Mind”.

February 2009

Unified Factory S.A. founded

In 2003 the Ltd. company was founded to operate in the customer service market. On the basis of experience of its founders it expanded its outsourcing structures and specialization to reach the fields of support and sales software.

In 2007 an idea emerged to build tools to improve communication with customers and support with project management and the work began immediately. Thus, after 2 years of work, in 2009, a Joint Stock Company was founded, which currently is a global provider of customer service and sales automation technology.

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