UCN Inc.

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UCN Inc.
Type Public (OTCBB: [1])
Founded Bluffdale, Utah (1997)
Headquarters Bluffdale, Utah, USA
Key people Theodore Stern, Executive Chairman
Paul Jarman, Chief Executive Officer
Brian Moroney, Chief Financial Officer
Scott Welch, Chief Operating Officer
Kevin S. Child, Executive Vice President
Industry Telephony
CRM
Telecommunications
Interactive Voice Response
Automatic Call Distribution
VoIP
Revenue US$81.6 million (2006)[2]
Operating income US$$7.5 million (2006)[3]
Net income US$$8.1 million (2006)[4]
(33.6% net margin)[5] />
Employees 195(2006)[6]

UCN(OTCBB:UCNN) is a provider of telecommunication services, targeted specifically at the business to business market. The company, whose services range from interactive voice response systems and automatic call distributors to workforce management software, has annual sales of $81.6 million[1]with 195 employees, and nearly 80,000 customers. UCN carved a niche for itself in the $28.7 billion contact handling market through the use of hosted voice and call center management services. The company innovated the idea of combining a national VoIP network with on-demand telephony software.


Contents

[edit] Corporate History

Founded in 1997, the Utah-based company was established on the business model of re-selling telecommunication services to businesses and consumers, but has since de-emphasized the consumer aspect, focusing on B2B exclusively. After a string of strategic acquisitions, UCN surfaced in 2004 with a completely new product approach. By combining a national VoIP network with on-demand telephony software, the company attracted a large portion of the market that requires telecommunications services, but cannot afford heavy hardware investments.

[edit] Peer Compare

In 2006, UCN formed a strategic partnership with BenchmarkPortal division, Echo Solutions. BenchmarkPortal, formally of Purdue University’s Center for Customer Driven Quality, is the owner and executor of the largest existing database of call center research.[2] The partnership integrated UCN’s contact center software with Echo, delivering caller opinions to call center agents in real time. The Echo/UCN solution, christened PeerCompare, was the first of its kind in the industry. In an effort to manage and monitor agent behavior, PeerCompare delivers automated phone surveys to customers following every inbound call, providing call center agents with immediate customer satisfaction research.


[edit] Corporate Acquisitions

  • In 2003, the company acquired the VoIP network assets of C2 Global Technologies, a move transforming UCN from a re-seller, to a hosted solution provider.
  • In 2004, UCN acquired MyACD for $6.2 million.[3]UCN absorbed the Utah-based companies telephony software solutions and call center traffic management utilities, further strengthening UCN's hosted solutions.
  • In 2005, the company acquired long distance provider TransTel, and its large customer base and network assets.



[edit] External Links

General
UCN
News
Finance


1 http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml
2 http://www.destinationcrm.com/directory/company.asp?CompanyID=7876&CategoryID=102
3 http://www.otcbb.com/sandp/UCNN.htm

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