UCN Inc.

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UCN Inc.
Type Public link NASDAQ:UCNN
Founded Bluffdale, Utah (1997)
Headquarters Midvale, Utah, USA
Key people Theodore Stern, Executive Chairman
Paul Jarman, Chief Executive Officer
Brian Moroney, Chief Financial Officer
Scott Welch, Chief Operating Officer
Rudy Vidal, Chief Customer Officer
Industry Telephony
Workforce Optimization
Telecommunications
Workforce Management
Automatic Call Distribution
Automated Customer Satisfaction Surveys
VoIP
CRM
Agent Scoring/Trending
Interactive Voice Response
Revenue ▲US$81.6 million (2006)[1]
Operating income ▼US$$7.5 million (2006)[2]
Net income ▼ US$$8.1 million (2006)[3]
(33.6% net margin)[4] />
Employees 200+(2007)[5]

UCN(NASDAQ:UCNN) is a provider of hosted contact handling 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 and automated customer surveys, has annual sales of $81.6 million,[1]with over 200 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 contact handling and agent management software.

Contents

[edit] Corporate History

Founded in 1997, the Utah-based company began as a unified carrier of long distance services. Through a series of strategic acquisitions commencing in 2001, the company shifted its focus to become a provider of hosted, contact routing and agent management applications embedded in its national IP network. UCN has differentiated itself in the crowded contact handling market by combining productivity enhancing applications with connectivity options, services that normally require multiple vendors. The company’s current product offering is targeted at any group involved with inbound contact handling activities, including: customer service, customer support, direct response, inside sales, and collections organizations.

[edit] Corporate Acquisitions

  • In 2001, the company acquired the national VoIP network of iLink, a move transforming UCN from a re-seller, to a hosted solutions provider.
  • In 2002, UCN acquired the exclusive marketing rights and, later in 2006, the technology code base of MyACD, forming the foundation for UCN’s core contact handling technology, now branded as inContact.
  • In 2007, UCN acquired ScheduleQ. This core technology has become the inContact WFM product.
  • In 2007, UCN also acquired BenchmarkPortal's Echo -a customer satisfaction survey product.

[edit] References

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://quotes.nasdaq.com/Quote.dll?page=multi&mode=stock&symbol=UCNN

[edit] External links

UCN
General
In the News
Whitepapers
  • DataMonitor - Hosting for Business Continuity in Time of Interruption
  • Telcoa - Your Business at the Crossroads: Preparing for the Age of the Distributed Workforce
  • Productivity & Quality - Is Your Company Contact Experience Helping or Hindering Sales
Finance