InContact
 | |
| Public NASDAQ:SAAS | |
| Industry |
Telecommunications Cloud Contact Center |
| Founded | Bluffdale, Utah (1997) |
| Headquarters | Salt Lake City, Utah, USA |
Key people |
Theodore Stern, Executive Chairman Paul Jarman, Chief Executive Officer Gregory Ayers, Chief Financial Officer Scott Welch, Chief Operating Officer Mariann McDonagh, Chief Marketing Officer |
Number of employees | 650+ (2014) |
inContact, Inc. (NASDAQ: SAAS) is a provider of on-demand contact center software. The company is based in Salt Lake City, Utah and was known as UCN Inc. until 2009.
Corporate History
Founded in 1997, the Utah-based company began as a unified carrier of long distance services. Through a series of strategic acquisitions beginning in 2001, the company shifted its focus to on-demand contact routing and agent management applications embedded in its national telephony network.
The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) with speech recognition, to include an online hiring systems, an eLearning and communications application, workforce management functionality, and a customer feedback and survey systems.
The company was formerly known as UCN Inc., and changed its name to inContact effective January 1, 2009. The name change was cited as a reflection of the company's shift from a provider of telecommunications services to Software-as-a-Service (SaaS) infrastructure for contact centers...
Products
Within the call routing category, inContact offers ACD, IVR, speech recognition, CTI, chat, and email software. In the category of agent optimization, inContact offers performance management, hiring, scheduling, coaching, elearning, feedback and recording & quality monitoring software. All of the products are SaaS-based. The inContact platform is built around a national telephony infrastructure, offering T1, VoIP, DID, TDM, PSTN, and toll-free calling options.
References
- http://www.hoovers.com/ucn/--ID__116792--/free-co-factsheet.xhtml
- http://topics.nytimes.com/top/news/business/companies/ucn-inc/index.html